When I first began working in healthcare part of my role included traveling out to the company’s individual practices to teach CPR. Within moments of walking into a practice, my co-instructor and I already formed the bulk of our opinion of a practice. How friendly was the front desk staff? Were they ready for us to set up our mannequins or would we have to wait until someone made arrangements? Some practices seemed to flow effortlessly and were prepared for our visit while others struggled with communication or seemed to be too busy with other tasks, leaving us to stand around until eventually we were able to proceed.
Patients similarly begin to form an opinion of your practice as soon as they walk in. Their interaction with your front desk team sets the tone for the rest of the visit. Serving as a liaison between patients and medical providers, reception staff play an important role in the delivery of excellent patient care.
Improving efficiencies, enhancing workflows, and automating administrative tasks can help free up receptionists to do what they do best: communicate directly with patients. Improving your front desk workflows will help ensure your patients get their questions answered, check-in, and out in a timely manner, and receive the information they need.
Four Ways to Improve Efficiency in Front Desk and Administrative Workflows
Implementing Automation: Where to Begin
Before you change workflows or implement new tools or policies, ask your team what their biggest challenges are. Identify current workflows that could be improved and training opportunities that would directly impact the delivery of care on behalf of your patients.
Once you’ve identified the biggest pain points from your staff and the opportunities for efficiency and improvement, create an action plan with a clear timeline for implementation. Get staff members involved by letting them lead individual projects and training opportunities. Together, your team can improve workflows and implement efficiencies to help enhance patient care and reduce administrative costs.
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