2011 Goal #1- Take A Cold Hard Look at Your Staff! The Receptionist

Well, it may not be pretty folks BUT it has to be done! It's time to take a fresh look at your staff. One of the best ways to begin this task each year is to evaluate your goals for the new year;

• where do you want your practice to go
• what type of feel do you want it to have
• how do you plan on getting there

Start asking your self those questions and get a good grip on your answers. Really track where you are heading this year....and then sit down and evaluate your staff. Let's start by department shall we?

First impressions first...Your front desk-
Think about how you want to be greeted and welcomed when you walk into a Dr's office. Isn't it nice when the receptionist greets  you with a smile, already knows your name and is prepared with all the paperwork you are required to fill out. I think inviting, pleasant, knowledgeable and helpful. I already feel relaxed about the experience and any traces of apprehension I felt about my appointment tends to dissipate.
Counter this with a receptionist that doesn't greet you when you walk in, stays on the phone for minutes after you walk through the door not even bothering to look up and acknowledge your presence. When she finally does, it is with disdain that she is being forced to once again place a few pieces of paper onto a clip board and hand them to you as she huffs out a sigh of "I'm so busy today" attitude.
We've all been greeted by both types haven't we?  Which one sits at your front desk?

I go even farther when hiring for a front desk position as I believe this spot can really make or break a practice. Here are some of the keys I push for:

1. Not just a sunny disposition but also one who can leave their problems at the door when they step into the office. 
2. The ability to learn most patient's names and make them feel comfortable and accepted.
3. A non-confrontational style but firm enough to feel comfortable collecting copays and unpaid debts.     (I'm very opposed to the "No problem, we'll catch you next time!" attitude. It's a "cross your fingers" approach to ever seeing that money!)
4. Excitement for the Chiropractic field and an interest in learning about it that pours over to the patient as they sit in your waiting room (seem like a lot to ask? I don't think so!)
5. Looks for an opportunity to ask for referrals

The patient always comes first....ALWAYS. Not the phone call or the computer report; the patient standing right in your office. That patient represents not only insurance reimbursement but most importantly referrals. They have friends, family and coworkers they see everyday that they could potentially be sharing their amazing story about the Chiropractor down the street with.....or the really unpleasant receptionist who finished her personal call while they stood there....it's your choice! Remember the old adage, " You only get one shot to make a first impression."

Join me next week as I blog about, " Take A Cold Hard Look at Your Staff! The CA." As usual I have plenty to say on this position! Please contact us at Kara@ChiroCorrect.com or visit us on the web at www.ChiroCorrect.com. Let's make your practice "POP" this year!