The Importance of the Front Desk in a Medical Office

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  • 0:01 The Front Desk
  • 0:30 Why the Front Desk Is…
  • 1:59 The Limitations of the…
  • 2:40 Lesson Summary
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Lesson Transcript
Instructor: Artem Cheprasov

Artem has a doctor of veterinary medicine degree.

This lesson will go over one of the most important parts of any hospital, the front desk. What this is, who works here, and what they do and should not do will be discussed.

The Front Desk

The front desk (office), a term used for the reception area at a medical facility and its personnel (receptionists), is one of the unsung heroes of multi-tasking and keeping everyone happy. This is the first and last area clients visit, and thus it is on the frontlines of keeping customers happy and things running smoothly. From scheduling appointments to collecting payment, the front desk seems to do it all!

Why the Front Desk Is Important

The people working at the front desk can truly be deal breakers in a clinic or hospital. Would you like walking into a clinic with Joy Kil greeting you with a frown every time? Or would you rather walk in and be greeted with a smiling, happy face by Ray F. Sunshine?

And it's not just about making clientele and patients feel warm and welcome. It's about:

  • Scheduling the appointments at the correct time and with the correct doctor
  • Listening to clients well and communicating in a positive and confident manner with those over the phone or clients in the reception area
  • Handling billing errors and detailing client invoices
  • Collecting payment to ensure the practice turns a profit so everyone can get paid
  • Being on the frontlines of many complaints
  • Pulling up medical records for the doctors
  • Copying, faxing, and e-mailing documents between clinics, hospitals, and clientele
  • Keeping the reception area clean

That's just the gist of it. There's a whole lot more that goes into making a clinic a great place to work, an even better place for clients to visit, and ensuring things run smoothly and efficiently from the moment the doors open. Hiring a great front desk staff that have excellent communication and customer service skills is one of the most important aspects of running a hospital.

The Limitations of the Front Desk

And while the front desk is tasked with a lot of important things, there are some things that they should never do nor be asked to do.

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