The initial phone call by a potential patient is an excellent opportunity for the front office team to develop a warm relationship with the caller and “pre-sell” your services and amenities. Assign a designated person to handle the majority of initial calls. If the designated team member is not on the phone, the call is transferred immediately. All front office team members should back up the primary person and should be fully trained for this important task. The first choice is the Treatment Coordinator (TC). However, you may find that the TC is occupied in initial exams and rechecks, and realistically does not have the opportunity to take the call.
Nancy’s Note: If you employ two or more front desk personnel, I suggest that one team member handle incoming patients and the new patient phone call and the other team member handle the patient checkout. Some practices involve the clinical team in all or most of the checkout process, allowing the front office team to focus on welcoming the patients, asking patients for referrals and other participation, as well as handling the new patient phone call.