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The Power of the Front Office

The Power of the Front Office. Lynn Lawrence, CPOT Billie Taylor, CPOT. Telephone Techniques Insure telephones are answered in a courteous, timely, and efficient manner. Smile! Smile! Smile! Identify name of practice/doctors Identify your name Greeting is optional

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The Power of the Front Office

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  1. The Power of the Front Office Lynn Lawrence, CPOT Billie Taylor, CPOT

  2. Telephone TechniquesInsure telephones are answered in a courteous, timely, and efficient manner.

  3. Smile! Smile! Smile! Identify name of practice/doctors Identify your name Greeting is optional Write down name of caller Never place on hold before determining if an emergency Offer to help Recommend and follow through Close with a thank you! Procedures

  4. Career Success • Patients are nervous and less confident than you. • Speak confidently – know your vision. • Apologize for errors and delays; and, keep your promises.

  5. Hours of Operation • Do your hours of operation meet the needs of your patient/customers? • Do you close for lunch? • Do you office early morning or late evening hours? • Do you open on Saturday?

  6. Professionalism • Dress for success • Tattoo's • Body piercing • Perfume/cologne • Body Language • Pride in your profession

  7. Record Keeping • Paper/electronic • Retrievable recovery system • Numbers • Color coding • Accuracy • Work station layout

  8. Time Management • Blocking • Bundling • Saying “no”

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