Obsoletion - noun: the act of becoming or condition of being obsolete.

Is that what phone training in a medical office has become?

The telephone is a patient’s very first personal contact with the practice. A vital communication tool responsible for practice building and management. Why, then, is it that doctors do not require professional training in proper phone skills and etiquette? Not just for their receptionist, how about the entire staff?

After years of consulting experiences (combined lately with crazy stories I’ve had with personal medical encounters), it is evident that not all physicians know what goes on at that front desk, particularly on the phone. That is, not until they overhear an uncomfortable conversation they wish they hadn’t. I can’t tell you how often a client has come to me sounding the alarm, saying, “I can’t believe what I just heard my staff say to a patient on the phone!” It is at that point that reality sets in.

Unfortunately, if new job applicants indicate they have experience as a receptionist on their resume, it is often mistakenly assumed that they possess excellent telephone skills. It might further be misconstrued that answering phones is “just another standard job” that receptionists have indeed mastered. However, that is rarely the case. Too many “receptionists” cannot pass that test, presenting an unpleasant first impression of the entire practice.

This leads me to wonder…

• Are doctors aware of the information their staff communicates (whether it is accurate or medically advised?)

• Do they assume that all their employees professionally conduct themselves on the phone by utilizing proper tone, volume, and attitude in their voice?

• Do they know whether (or not) staff SMILE and are courteous when they speak on the phone, or are they bothered by the interruption?

• Do staff (intentionally or unintentionally) abuse the hold button - losing patients, literally and figuratively, as a result?

• Can they diffuse angry, disgruntled, and abusive patient situations and take appropriate action to resolve issues?

• Do doctors know if staff remain focused on welcoming patients in or shutting them out because they feel stressed or overwhelmed?

• Do docs feel that sending new staff for proper training only unnecessarily delays their start date? Is the cost of professional training a deterrent factor?

It may appear I blame staff for all the transgressions – not so. Unless they receive specific “how to” instruction and official training, they will do what they do, right or wrong, good or bad – and believe there is no problem. It all goes back to management. The more self-made protocol that slips by uncorrected, the more they will trust that their way of (mis)handling things is okay.

Because of its impact on the practice, many successful doctors consider the office phone as relevant as the essential clinical equipment – x-ray, ultrasound, etc., ensuring that those tools are in optimum working order and professionally maintained. Telephone training is no different. Phone skills also need to be professionally maintained. I would even go so far as to say that annual training and refresh are necessary. Anyone in practice responsible for answering the phones and speaking with patients, other medical offices, hospitals, or vendors…must know how to handle those calls effectively. Mishandling is not an option.

If formal training is not currently possible, commit to a time that is. In the meantime, schedule and conduct in-house training sessions. These should include discussing common scenarios, role-playing, customer service etiquette, problem-solving, medical advice no-nos, opening and closing calls, and turning phone inquiries into appointments. If webinars are available, take advantage of this alternate resource.

Don’t wait until you overhear an uncomfortable conversation. It could be too late. Get staff the training they need now. And remember, you don’t have to train all your team – just the ones you want to keep!

Increasing Office Efficiency

The top five tips you need to know for running your office correctly

As a physician, you have many responsibilities, from patient care to business management. A well-run practice provides peace of mind, increased revenue, and happier patients. However, finding that path to a smoothly operating and efficient office is not easy.

This article will provide tips that I have found helpful and pertinent to a productive office space. These tips include a thoughtful blend of embracing new age technology coupled with reasonable ole bedside manner, quality of care, and improved patient experience.

1. Online Scheduling - as a mother of three, it is often difficult to have a free minute to make a phone call, much less finagle through work and school schedules to find a mutual time and date while talking to an office team member on the other line. Having online Scheduling is helpful to the patient. It lessens the load on your administrative team, allowing those team members to focus on physically present patients in the office. Of course, patients can still call the office to ask essential questions, but this will decrease calls and scheduling errors.

2. Provide online email and text reminders - this will drastically reduce the number of missed appointments and no-shows. Further, if a patient needs to cancel, you can easily have a link sent for a reappointment reminder. 

3. Modernize new patient paperwork and X-ray appointments - providing the patient an online platform to complete new patient paperwork or sending this via mail weeks in advance allows the patient to complete these questions at home while reviewing medications, all at their leisure. I have also found it helpful to schedule patients 15 minutes early for an “X-ray” appointment before their appointment time. This strategy allows the physician to remain on schedule as closely as possible. 

4. Better your break room - what keeps the office running? Staff! Workplace burnout is both bad for your employees and your profit margins. Providing a welcoming environment offers your staff a small getaway from patient demands and a relaxing place to eat lunch or unwind. This update can be as minor as a sofa and a single brewer coffee machine. Your staff and their well-being will be an investment in your practice.

5. Cross-train employees - this proves to be a “well worth it” practice that will pay off long term. It does require an initial investment and learning curves, but a well-trained employee will be able to fill in when a coworker calls off sick, and another is on vacation. Investing in training and development shows your practice values the culture of flexibility and teamwork. Delegating your office manager the task of ensuring each employee cross-train a colleague over time (possibly at slow times like midsummer/Christmas) to cover duties increases appreciation of each important office role that allows the office to run smoothly. 

These tips will provide the physician with the path to a more efficient and productive practice coupled with a thriving work environment. Furthermore, including staff in monthly meetings and valuing team feedback is equally successful in encouraging better practice management and better patient care. Remember, anything that is worth chasing takes time and enthusiastic support. Working toward the goal of efficiency will provide stamina to propel forward in this ever-changing field we call health care.