Front Desk Staff: Oiling Engine of Success

Front Desk Staff: Oiling Engine of Success?

It is vitally important to understand the niche that the front desk staff occupy in the dental practice. They are often the first contact an individual will have with your office, in person or by phone. They’re the nexus through which key information passes, to be entered thoroughly and accurately into your records. Front desk personnel help manage the schedule of each physician and hygienist in the practice. Their performance plays a significant role in efficient and successful day-to-day operations, which is reflected in your bottom line. They keep the machine running smoothly—or not—because they handle virtually all non-clinical aspects of business.

When most people think about this staff position, the word ‘receptionist’ comes to mind. They work in ‘reception,’ which is the somewhat outdated term for your front office and waiting room. Outdated or not, bear in mind that term, because that’s exactly what you’re giving everyone who calls or walks through the front door of the office—a reception. What kind of greeting do you want people to receive at their initial point of contact? A warm welcome for all who personally visit, and a pleasant experience to all who call the office, are the only acceptable standards if you know what’s good for you. Well-trained and motivated front desk staff should be able to handle this aspect of communications without a second thought. Aside from personal gifting, a thorough training regimen for this skill should include scenarios they’re likely to encounter daily as well as potentially volatile ones; good training, with some supported experience, will prevent faux pas when a jack-in-the-box pops up. Sometimes we can be prepared for interactions with expectedly disgruntled patients, which are one-inch putts because we need to listen to them, validate them, then offer available solutions as compassionately but fairly as possible. However, when an unexpectedly frustrated individual explodes or an otherwise unpredictable and potentially unpleasant situation arises, solid staff will handle the problem like champions, leading to office-wide gratitude and sighs of relief in the break room at lunch.

Good patient relationships are built around trust that the office staff—not just the clinical staff—care about their needs and wellbeing. This requires repeated positive interactions that consistently reinforce that message. Front desk personnel must know, by staff teaching and example, how important this concept is to the business. Through thorough training and supported experience, they can spot potential relationship obstacles and say the right (scripted!) things before patient discomfort or even anger sets in. Good phone skills are paramount for the very same reasons, especially when collections calls are made. Courtesy, compassion, respect, and understanding go a long way here.

During these hopefully positive patient interactions, staff must diligently procure information and accurately enter it into the system for future reference. They’re responsible for obtaining or reviewing patient demographics with them at every visit including (correctly spelled) names, dates of birth, and address of subscribers as well as patients, along with up-to-date insurance information to be verified as soon as possible, starting with making a copy of their card. Front desk staff are typically also responsible for insurance verification and learning what is covered for the procedures being done that day, and discerning what the patient is responsible for.?Ideally they collect some or all of this amount before treatment, or before the patient leaves the office. Among other regular responsibilities would be correct entering and submission of claims, entering EOBs and payments into the system, and similar duties. It is here where the highest potential impact on the revenue stream is felt.

In our collective experience at DCC helping practices around the nation improve their operations, rein in out-of-control claims correction issues and restoring order to accounts receivable, we’ve learned that on the claims side, failure to fully and correctly assemble and input claims information, and then successfully complete submission, accounts for the five most common reasons for problems—by far. Incorrect demographics, incomplete work, poor or incomplete documentation, lack of prior benefits verification, lag in entering EOBs and accounting for payments promptly, and more are correctable issues that can re-establish the revenue stream if turned around. On the patient balance end weak or intermittent collections, no collection at time of service, and lack of attention to payment plans may also be a front desk concern.

However, not all of this is a front desk staff issue; weak documentation by clinical staff isn’t the front desk’s fault. Practitioners must also remember that if they want worthy work out of front desk staff, they must be sure these people feel as important as they are. This means adequate training, competitive compensation, respectful treatment, and a team-based corporate culture are essential if you expect to keep the engine of growth and progress running smoothly. Creative ways to incentivize success will go a long way as well.?

In the end, if you want the highest quality work from your front desk staff it is how you treat them and train them that matters more than whom you hire. Gifted individuals are nice to have around, but any intelligent person with a good attitude can do the job if they are willing to work and to buy into the reality that the practice is more than just a business!