Medical Receptionist Course: 5 Things that Can Destroy Patient Retention

Patient retention is one of the most important metrics for practice owners, as it’s far more cost-effective to keep existing clients happy than it is to acquire new ones. When the topic of retention comes up, however, it is often the doctor and other practitioners bearing the brunt of the pressure.

In reality, every single person who works within a practice plays a role in patient retention – especially those who man the front desk. This is why a quality medical receptionist course includes guidance on how to delight patients at every turn.

If your practice is struggling in this area and you’re wondering why you’ve got what seems like a rotating door out front, the underlying problem could very well be traced back to your front desk. Let’s take a look at five frustratingly common things that can erode patient satisfaction and result in higher turnover rates.

Unprofessionalism

How do your patients feel when they contact your office? Are they treated with respect and dignity? Can they sense the empathy and understanding from the person across the desk or on the other end of the phone? One of the first lessons taught in a medical receptionist course is the importance of handling oneself in a professional manner. Callers and visitors should always be greeted warmly and assisted promptly with whatever their need may be. Anything less than this sends the message that your entire practice operates poorly.

Lack of Confidentiality

In the health care industry, patient confidentiality isn’t just a courtesy. It’s a requirement. In fact, it’s mandated by law. If a receptionist isn’t adhering to HIPAA regulations, for example, not only will it turn patients off and drive them to change providers, but it could also land your practice in some serious legal hot water. While your front desk agent likely learned all about the importance of confidentiality in the medical receptionist course he or she took, it’s wise to continuously remind and enforce this rule on a regular basis to ensure ongoing compliance.

Broken Promises

Ever call a local business and leave a message requesting a call back, only to wait hours, days or even longer for a response? Not exactly the best impression, is it? Yet, this happens surprisingly often in the medical field. We get it – the environment is chaotic. Things can drop off the radar and slip through the cracks, but put yourself in the shoes of that patient or prospect. You can bet that whatever he or she is calling about is important to them, and therefore should be equally important to your office. Make sure your receptionists set expectations properly and do what they say they’ll do, whether it’s passing along a message or following up directly. Treat your patients as a priority and they’ll reward you with loyalty.

Impersonal Experiences

Speaking of loyalty, do your long-term patients feel like they truly matter to your practice? Are they greeted by name and treated in way that is personal and engaging? Or are they made to feel as though they are just another appointment on the books? People like to work with businesses that make them feel like they’re more than just a number, and that includes health care providers. Encourage your receptionists to get to know regular patients and learn a little more about them personally. Remind them to say "thank you" for choosing to work with your office. These little things may not be taught in a medical receptionist course, but they can really make a huge difference.

Winging It

One of the quickest and easiest ways to erode patient retention is to leave it to chance. If you want to keep your book of business happy, you have to plan and strategize for it. That may mean investing in a formal medical receptionist course or it may simply involve the creation of a receptionist training plan template. Ideally, it should involve some combination of formal and ongoing informal training to keep your front desk up to speed and implement policies that are designed specifically with patient retention in mind. By being proactive about how you approach the patient experience, you’ll have much greater success in establishing a patient base that will remain loyal to your practice for many years to come.

Want to know exactly how your front desk is interacting with patients and prospects? Curious about whether your receptionist is guilty of making one or more of the above mistakes? With UPbook's technology, you can gather all the data you need to evaluate and train each member of your team to excel. We can help you improve service levels, increase new client bookings and create a more efficient, productive office environment.

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