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Have you ever heard of this when you’ve called your doctor’s office? I’ve heard this TOO many times. If I am called as a patient, I’m angry. If my clients, I cringe because I know they are angry patients. If this happens in YOUR office, may cost you a lot of MONEY!

Even if the receptionist provide your patients warm and inviting greeting, they communicate the right amount of information? If the prospective patient called to decide whether they will come to see you, do you think they will be a positive 1st impression? If not, they’ll call your competitor.

You can be the most qualified, experienced and caring physician or health care provider in your area, but if prospective patients received 1 bad impression, they will go elsewhere.

The problem is that the front reception desk is usually one of the lowest paid and least trained people in practice. That is why it is important that you establish an appropriate system to handle calls and train your people to use the system.

It is important that the front desk to provide sufficient information for patients, as well as obtaining necessary information from patients. It is very important if you will accurately track the source of each new patient to determine the successful marketing efforts and what does not. Effective marketing is all about ROI, Return-on-investment, so how do you know if you do not track?

Here are the steps you should enter your system to handle incoming calls:

* Identify and Accept the practice themselves, like “you to call the Main Street group is Dr. Leslie .. How can I help you?”
* Ask for the caller’s name and use their names in the conversation became more personal and they feel more comfortable
* If you must put someone on hold, ask permission first. I also suggest you have a message “on-hold” play when they hold so they hear more about your practice and why they do not have to hang up when they’re waiting.
* Track. Find out how they came to call your practice by asking “How did you hear about us?” or “Who can we thank for referring you to us?”
* Engage in conversation and ask open-ended questions. This will help you bond with patients so they felt more comfortable, and provide insights you may need to overcome their objections to the order of appointment
* Always ask for their address and phone number. If they are appointed, you will need to contact them if they did not show. If they are not appointed, you will need it for prospects to market to their files so they’ll call back later YOU instead of your competitors. They offered to send information as a way to get their address.
* Infection is an important voice. Receptionist Make sure you are always smiling, so they project their happiness in his voice.
* Is the back-ups available that they can transfer the call to if the patient asks questions they can not be answered.

You can spend a lot of money marketing your practice so that the phone was ringing with interested prospects. However, if the front desk did not make the 1st impression is good, they’ll go somewhere else and you will not get a return on your investment.

If your staff does not handle incoming calls effectively, or if you are not sure and want a mystery shopper to evaluate your staff, contact me and I will be happy to assist you.

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