File: Team Playbook/Front Desk

FRONT DESK DEPARTMENT

GENERAL DESCRIPTION
The Front Desk C.A. is not only the receptionist;
she is the person who has within her control the
optimum flow of all patients and communication
in the office. She is, in effect, the hub of the
office and, as such, the office will be judged
greatly by the image that she presents.
MISSION
1. To keep the appointment book full,
rescheduled appointments to a minimum
and patient flow smooth and efficient.
2. To ensure that our patients feel welcomed
and comfortable with and in our office by
correctly handling them from the first
telephone contact through their arrival and
treatment at the office and departure with
another visit scheduled.
OUTCOMES
1. A happy, healthy patient who schedules per treatment plan of the doctor and
adheres to this schedule.
2. Correctly routed flow of patients and communications within the office.
3. A full appointment book.
PERFORMANCE MONITORS
Percentage of Kept Appointments
Over the Counter Collections
Office Visits
% of Fully Scheduled Day/Week
PERFORMANCE EXPECTATIONS
85 90 percent of patients kept to their treatment schedules.
Over-the-counter collections total at least 35-40% of the total office collections.
95% Full Appointment Book.
Office Visits reaching goals.
SAMPLE CHECKLIST
Instructions. Make a copy of this checklist below. Review the items on it and make a
check mark next to the items that apply to your office. Add, delete, and edit other items
and fax or email back to PM&A for your own personalized copy. Review every three
months and continue to adjust as needed.

Petty, Michel & Associates

1999 275939862.doc Revised 6/12/2009 pmaworks.com (414) 332-4511

Front Desk Checklist

File: Team Playbook/Front Desk

Front Desk Checklist

(Add, delete, edit, and use.)

Success is the Sum of Detail

Assessment Date:___________ Assessment Done by: ____________
Fill In A = Always, M = Most of the time, S = Some of the time, N = Not this time

A M S N

1.

Followed clinic and office policies as outlined in our office manual.

2.

All staff kept to their work schedule with no tardiness or missed days, except for approved time off.

3.

Front Desk staff were always friendly

4.

FD staff always had the attitude of wanting more appointments.

5.

Always answered the phone with a smile.

6.

Greeted every patient personally when they entered the office with a smile, by their first/last name, as
appropriate.

7.

Directed patients to educational information daily.

8.

Educated patients personally each day about the benefits of your clinics services.

9.

Ensured that the flow of patients never got jammed or "plugged up." Got help when needed to unplug the
flow.

10. Never let patient wait more than 15 minutes.

11. Asked for patient referrals each day.

12. Screened all incoming calls and took messages.

13. Confirmed appointments as necessary for the next day's schedule.

14. Ensured that all patients had a treatment plan, and set multiple schedules off them.

15. Always called all "no-shows" 10 minutes after their scheduled time to arrive and got them rescheduled.

16. Always ensured that any emergency type patient is offered immediate attention if at all possible.

17. Kept track of referrals and ensured that patients who refer are sent thank-you cards. (Marketing)

18. Kept track of patients who needed to be sent postcards; made sure they were sent one every 60 days. (Mktg)

19. Always rescheduled patients who cancelled appointments.

20. Did everything necessary to keep appointment book full.

21. Keep the appointment book accurately filled in.

22. Ensured each new patient signed in.

23. Made sure appointments are entered with name and all other necessary information.

24. Kept the reception area clean and orderly.

25. Ensured all patients left with another appointment scheduled.

Petty, Michel & Associates

1999 275939862.doc Revised 6/12/2009 pmaworks.com (414) 332-4511

Front Desk Checklist

File: Team Playbook/Front Desk

26. Ensured all new patients had at least [12] visits scheduled in advance
27. Completed start of day checklist on time each day.

28. Completed end of day checklist on time each day.

29. Explained to all NPs their first day charges and collected any deductibles, co-payments and payments.

30. Collected for each days services or as set up per the patients payment schedule

31. Front Desk was kept free from extra clerical work.

32. At least 15 new patient folders were ready at all times.

33. Always put no-shows or patients who cancelled that did not reschedule and who haven't been reached on a
slip (lost patient slip) with their phone number so they could be followed up on.

34. Daily and weekly, followed up on all Lost Patients slips.

35. Kept the statistics for the position.

36. Ensured all reactivation calls were made on time. (Marketing)

37. Made sure new patient letters were sent out on time. (Marketing)

38. Ensured birthday cards were sent out on time. (Marketing)

39. Updated the bulletin board.

40. Kept referral board up to date.

41. Ensured all patients were encouraged to bring in family and friends for complimentary consultations.

42. Ensured each new patient signed up and attended the new patient workshop.

43.

Copied restriction slips, etc., which the doctor gives to the patient.

44. Before lunch, checked the morning's route slips with the appointment book. After lunch, checked off route slips
with appointment book.

45. Always balanced deposits with cash drawer bringing it back to $60. Put a.m. cash in separate envelope.

46. On all new patients and insurance changes, always got patients insurance card and made a copy, and put
name of insured & date on copy of insurance card for Insurance Department.
47. Always ensured information written on travel card or in patient file for new patient, including name, phone
number, insurance type, deductible, insurance coverage, and stickers.

48. FD staff trained, practiced and or rehearsed FD procedures in last month.

49. Checklists. Checklists for this dept. were reviewed by staff as needed, or in at least the last three months.

50. System Checklist. Put together a customized checklist for this department.

51. Job Descriptions. Any and all needed job descriptions for this department were written and kept current.

52. Procedural Manual. Put together a customized procedural manual for this department.

53. Systems Assessment. Assessed and graded the systems of this department in the last 6 months.

54. Delegation. Most duties of this department were delegated to someone other than the clinic director.

55. Job Performance. The coordinator/manager for this department has been effectively doing his/her job.

56. High Score. This department had an assessment score of over 90%.

57. Statistics. Stats for this department were in an excellent range and improving.

Petty, Michel & Associates

1999 275939862.doc Revised 6/12/2009 pmaworks.com (414) 332-4511

Front Desk Checklist

File: Team Playbook/Front Desk

Petty, Michel & Associates

1999 275939862.doc Revised 6/12/2009 pmaworks.com (414) 332-4511

Front Desk Checklist