You only have one chance to make a first impression. This month's column will outline the best front desk procedures and scripts to communicate a lasting, professional first impression of your clinic.
Every new patient's first impression of the clinic begins with that first phone call to your office. The front desk assistant must be prepared any time the phone rings and a new patient is calling to make the first appointment with your doctor. All clinics should have a "new patient information" form to complete before the new patient is added to the appointment schedule. This form should include the following patient information:
One chiropractic assistant script reads:
CA: "Mrs. Smith, I have your appointment time with Dr. Parker scheduled for Tuesday, July 17 at 10:00 a.m. Please arrive at our office no later than 9:40 a.m., as we'll need to get some information from you. If you have insurance benefits that may cover the doctor's fees, bring that information with you. Do you know where our office is located?"Patient: "Yes."
CA: "Wonderful, Mrs. Smith. We will look forward to seeing you at 9:40 a.m. on July 17."
If the appointment is made more than 24 hours in advance, call the patient the morning before the appointment to confirm the date and time.
Front-desk CAs must be prepared for a new patient to arrive a minimum of 30 minutes before the appointment time. You must have all the new patient information forms gathered and ready on a clipboard or inside a portfolio with a pen that writes properly. Keep a lookout for the new patient so that you are ready with a friendly greeting and a smile. When the patient arrives, this should be your script:
"Hello. You must be Mrs. Smith. We have been looking forward to seeing you. Please sign in. You will need to sign in on each visit to our office. Have a seat in our reception area and I will be with you in one moment."
"I'm Rose, Dr. Parker's assistant. It's nice to meet you. Dr. Parker will need some information to help him during your consultation today. If you need any assistance, I will be happy to help you. If you brought any insurance information, I can make a copy of that for your file. When you have completed the information for Dr. Parker, please bring it to the front desk so that I can complete your file for the doctor. (If the new patient was referred by someone the clinic has a relationship with, make mention of the person at this time.) May I offer you a beverage?" (I keep tea, orange juice, lemonade, and bottled water in our clinic. For a special touch, we have mugs with our clinic's logo printed on the side to serve the beverage in. We then give the patient a mug to take home after their visit.)
The completed file, of course, goes to the doctor. When it's time for the patient to go to the consultation room, escort the patient and give a quick tour of the office and introduction to the other staff members. As you invite the new patient to sit down in the consultation room, I urge you to make a positive statement about the doctor. This is the statement I personally use in our clinic:
"Dr. Parker is a wonderful chiropractor. He has been such a blessing to so many people in our community. I know if he accepts you as a patient, he feels confident that he will be able to help you as well."
After confirming the next appointment, and collecting for the day's services, make an appointment card and a receipt with the fees and payment noted for the patient's records. Hand them to the patient. Your closing statement should be:
"It was very nice meeting you today. I will see you on (date) and (time). Have a great day."
Be prepared with your new patients' procedures and scripts. Remember - you will never get the opportunity to welcome that new patient into your clinic again.
So, until next time, CAs: Go out and make a difference.
Rose Jacobs
Chesterfield, Missouri
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