Advice for the Front Desk Coordinator – Use the sunset rule. It simply states that you will return all phone calls or emails by sunset of that day (or, for your purposes, by the end of office hours). If a parent or referring practice calls you, return the call… if they email you, return the email… if they text you, return the text… and return all of them by sunset. Make it a policy and live by it. Even if you can’t get the information they want, respond by saying you will get it as soon as possible.

Additional Resource: For more on a related subject, watch Dr. Levin’s video “New Patient Experience at the Front Desk” by clicking here.