Rehearse scripts. The key to scripting is to review and rehearse. Scripting needs to become second nature so that team members will use proper words and benefit statements delivered in a natural, …
Make sure the office properly showcases the practice.
Make sure the office properly showcases the practice. An attractive and updated reception area is a necessity—not a luxury. Perhaps your office looks like a time capsule from the ‘80s or ‘90s. Maybe …
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Principles of Practice Leadership: Know when to simply give orders.
Principles of Practice Leadership: Know when to simply give orders. Though practice teams will not thrive or excel when subjected to a steady stream of orders from the leader, there are times when a …
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Create an environment where feedback is truly welcome.
Create an environment where feedback is truly welcome. Whether from parents, patients or team members, constructive feedback can help you increase efficiency, profitability and career satisfaction. …
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Advice for the Practice Leader – Give credit where it’s due.
Advice for the Practice Leader – Give credit where it’s due. Everyone on the team should acknowledge when someone comes up with a good idea… but it’s especially important for you to do so. As practice …
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Involve more than one staff member in handling practice finances.
Involve more than one staff member in handling practice finances. This minimizes the possibility of someone falsifying accounts for personal gain. Never let the person who collects money also make …
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One-Day Rule – Reducing cancellations and no-shows.
One-Day Rule – Reducing cancellations and no-shows. Missed appointments create non-productive gaps in the schedule, so it pays to “train” parents to value appointments and show up as agreed. …
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Good telephone skills matter.
Good telephone skills matter. If front desk staff members sound bored or rushed on the phone, they are sending a message that they have priorities other than the caller. That should never be. …
Define roles clearly for new team members.
Define roles clearly for new team members. New team members need to fully understand their position. Job descriptions should be very specific, listing all of the skills and responsibilities for the …
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Don’t assume new patients know how to get to your office.
Don’t assume new parents know how to get to your office. Even with smart phones and GPS devices, some parents may have trouble finding your practice. The last thing you want is patients showing up …
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Leadership Advice for the Pediatric Specialist: Sharpen your interpersonal skills.
Leadership Advice for the Pediatric Specialist: Sharpen your interpersonal skills. You don’t have to be a “people person” to act like one. Learn to make eye contact and greet team members by name. …
Advice for the Front Desk Team – Answer phone calls promptly.
Advice for the Front Desk Team – Answer phone calls promptly. Make every effort to answer the phone on the first or second ring. It could be the parent of a prospective new parent calling to schedule …
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