I recently faced some resistance from the front desk employees when we introduced new check-in procedures at the hospital OPD. Understandably, they were hesitant about the changes because it disrupted their familiar workflow and added more steps to their routine. I approached the situation by involving them in the process early on, explaining the benefits of the new system for both patients and staff, and offering hands-on training to ensure they felt confident with the changes. By addressing their concerns and showing empathy towards the adjustment period, I managed to gradually gain their support and improve overall compliance with the new procedures.

When front desk staff resist new check-in procedures, here’s how I handle it: Provide Clarity: I ensure the team understands why the change is necessary, explaining the bigger picture to remove confusion. Show What’s in it for Them: I highlight how these changes will make their jobs easier and improve guest experiences, easing resistance. Involve Early Adopters: I leverage the team’s early adopters to lead by example, showing others the benefits and gradually bringing everyone on board. Hands-on Training: Offering step-by-step training boosts confidence, ensuring the team feels ready and capable of adapting. With empathy, clear communication, and the right approach, I help teams embrace change smoothly and positively.

When front desk staff resist new check-in procedures, address their concerns with empathy and clear communication. Demonstrate the benefits by showcasing how the changes can enhance efficiency and guest experiences. Provide thorough training to boost confidence and encourage feedback to create an open environment for sharing concerns and suggestions.

To overcome the front desk staff's resistance to new check-in procedures, you can start by organizing a training session. This training would not only demonstrate the new procedures but it would also allow staff to voice their concerns and suggestions. By providing real-life examples of how the new system can simplify their tasks and improve service quality, you can build their confidence and encourage a more open attitude toward the transition.

One thing that works is to ask these very important staff members to spend a day with the back office billing staff. When you do this, they quickly realize just how important their jobs are to collect the proper information, demographics, insurance information etc.