Tuesday Tip: How to retain front desk staff
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Transcript:
I’m Nancy Johnson, founder of RevUp, where we ensure independent healthcare providers know how to collect all the money that they’re due.
Thanks for joining me here to day on this gorgeous, sunny day. It’s finally spring in the Rockies — yay! — took a long time this year. Spring in the Rockies makes me think of spring cleaning, spring cleaning makes me think of turnover (stick with me here) and when I think of turnover I absolutely think of front desk staff.
How do we retain front desk staff? There are three pillars: One is communication, one is process improvement, and one is training. That’s the one I think is most important of the most important.
The first one, communication: we have to listen to front desk staff. They’re the ones on the front line. We need to slow down and ask them their ideas for how we might change things.
Which leads us to process improvement: leverage that listening and feedback to improve processes which will definitely lead to increased revenue.
And the last, which I really think is the most critical, is training: it is so easy for us to just hire yet another front desk person, put them in that seat and think “oh, it’s just registration, how hard could it be?”
Think about all those things: individual plans, group health plans, self-funded, in network, out of network, what the scheduling is for each of the providers, established patient, new patient, all of it.
So, taking the time to invest in a training program and to invest in our front desk staff will pay huge dividends. Take good care!
