Your supporting staff probably is not inclined towards knowing how patients and customers come across your practice, particularly over the phone. Those accountable for handling telephonic conversations often judge that they are being obliging and pleasurable, but the actuality is quite different. Many front office representatives view telephone as a source of annoyance and dissatisfaction. This irritation often comes aloud and clear to the caller. They either lack skills to represent the doctor or are not fully trained to communicate effectively on the phone. Unfortunately, your practice pays the price. Year by year you lose thousands of dollars due to mishandling of incoming telephone calls and new patient phone inquiries.
There are a number of simple and easy steps you can take to radically improve your staff’ telephonic skills. But there are few, which you can implement straight away:
When existing and probable patients are calling your practice during operational hours, they expect the representative to pick up the call quickly. A delay in attending the call or letting it go unanswered can have a bad impact on the patients and they can avoid scheduling an appointment.
The greeting should always be professional. Each staff member must follow a precise and reliable procedure when attending the phone. Answering the phone in a casual manner is strictly discouraged. Whether your staff knows the caller personally or not, a proper greeting is required.
Keep a track record of patients who consistently call the practice for similar reasons such as to schedule an appointment, reschedule, cancel, inquire about a bill, ask about specific services, etc. Keeping a list of such callers will help your staff prepare answers to those questions. This will further ensure that anybody in the team can answer fundamental questions when patients call.
Always smile while you speak. Smile is a quintessential tool in making a positive phone impression. Current and prospective patients expect to have a sense of comfort when they call your practice. Convey that with a soft voice and a smile.
There are a number of simple and easy steps you can take to radically improve your staff’ telephonic skills. But there are few, which you can implement straight away:
When existing and probable patients are calling your practice during operational hours, they expect the representative to pick up the call quickly. A delay in attending the call or letting it go unanswered can have a bad impact on the patients and they can avoid scheduling an appointment.
The greeting should always be professional. Each staff member must follow a precise and reliable procedure when attending the phone. Answering the phone in a casual manner is strictly discouraged. Whether your staff knows the caller personally or not, a proper greeting is required.
Keep a track record of patients who consistently call the practice for similar reasons such as to schedule an appointment, reschedule, cancel, inquire about a bill, ask about specific services, etc. Keeping a list of such callers will help your staff prepare answers to those questions. This will further ensure that anybody in the team can answer fundamental questions when patients call.
Always smile while you speak. Smile is a quintessential tool in making a positive phone impression. Current and prospective patients expect to have a sense of comfort when they call your practice. Convey that with a soft voice and a smile.
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