Receptionist Training: How to Train Your Front Desk to Make the Best First Impression

1. Receptionist Training: How to Train Your Front Desk to Make the Best First Impression When your patients call your office to inquire about services or schedule an appointment, or when they step through the doors of your clinic, the first person they’ll encounter is most likely to be your receptionist. It’s important that the first impression this individual or team makes is a strong, positive one. That’s why receptionist training is so critical. If your budget doesn’t allow for a formal dental office receptionist course, don’t worry. The following do-it-yourself strategy should do the trick. Here’s what you need to know. Greetings The first phase of your receptionist training should involve the initial greeting process. This includes answering the phone as well as welcoming in-person patients. Callers should be greeted professionally with as much of a friendly, personal touch as possible. Walk-in clients should also be greeted warmly and assisted promptly. Whomever the receptionist is working with – whether over the phone or in person – he or she should be given the front desk’s full attention. Office Efficiency Another important component of receptionist training is teaching your front desk team how to operate the dental office efficiently. In most cases, front desk employees are responsible for managing the appointment schedule and also assisting with other administrative tasks. Having good organizational skills is important, and can be taught in the right circumstances. Creating a guideline or formal receptionist training manual that can be followed and referenced will ensure that the process of running the front desk remains smooth and consistent. Patient Privacy In the dental industry – as with any type of medical work – there are strict guidelines in place to protect the privacy of patients. It is absolutely imperative that your receptionist training include detailed information on how to remain compliant with HIPAA standards. For instance, the front desk should be well aware not to ever repeat or share

2. a patient’s identifying information, such as his or her social security number, insurance ID number of medical condition in the presence of other patients. Triage Ability Patient prioritization is also an important component of dental front desk management. For instance, a walk-in patient who is experiencing severe pain or another dental emergency may need to be scheduled in immediately, despite the fact that another client arrived for a walk-in appointment first. Your receptionist training should involve teaching front desk agents how to adequately assess a patient’s condition and handle the scheduling process effectively to ensure that those in dire need receive expedited care. Practice Management System This component of receptionist trainingis particularly noteworthy because it’s something that is likely not going to be taught in a dental office receptionist course. That’s because not every practice will use the same system. Set aside time to bring new employees up to speed on the software and other practice-specific tools they will be using. You may also wish to check with the system provider to determine whether they also offer any additional training materials, such as manuals or webinars. Prepare for Turnover As you go through the process of training your receptionist, be sure you’re carefully documenting everything. This will come in handy in the event that your current front desk agent resigns or you determine he or she isn’t quite a good fit for your needs. Having a formal receptionist training procedure will streamline the onboarding process if and when you need to bring a new employee on in the future. Keeping your patients satisfied is critical to the ongoing success of your dental practice. By investing in receptionist training– either through a formal dental office receptionist course or a DIY strategy as outlined above –you’ll empower your front desk team to deliver the best possible first impression and ensure that the patient experience is always second to none.