The Rock Star Experience Five secrets to a successful front desk feature Success in practice can only be achieved when all the team members are happy and in a good place. P eople often ask me how to build a successful front desk. My answer is start by evaluating your team members. Make sure they are all doing the job that best suits their personality. The doctor, and the staff, can only be as successful as one allows the other to become. The staff who are your front chiropractic health assistants (CHAs) must be happy and cheerful. They must have the ability to leave their personal life at the door and become focused on making sure that every patient who walks through your office gets what I call “the rock star experience.” In this article, I will summarize five objectives that will help achieve front desk success, which, in turn, translates into office success. BE PRESENT During patient visit times, and long visit times, the focus of the front desk must always be on the patient. From the initial greeting to the patient exit, we must strive to make sure the patient feels like (s)he has chosen the right office to meet their health care needs. Greeting the patient and then putting our heads down to do paperwork is not what we want. www.canadianchiropractor.ca CANADiAN CHiROPRACTOR | FEBRUARY 2013 • 29 Bruna Chiarelli, CHA TEAM HUDDLE Every office should get in the habit of meeting 10 minutes before the day begins. All staff members start with a copy of the appointments sheet in hand. This meeting allows the staff to tell the doctor anything he or she may need to know about their day, including any important reminders about individual patients, and also gives the doctor the op-portunity to let the staff know any details that they will need. An example of this: “Dr Smith, please remember to ask Mary how her husband is doing after his surgery.” The team huddles help the staff to set goals for that day and to write them down on their ap-pointment sheet. When goals are visual, they come to fruition more quickly. Your team huddles will facilitate a smoother flow to your day, ensuring that both the doctor and the CHA can do their job without interruption throughout the day. Bruna Chiarelli manages a multi-disciplinary, high volume practice in Vaughan, Ontario. She is the owner of Chiroworks Consulting, which consults with Chiropractors and chiropractic assistants in Canada and the United States. She can be reached at [email protected].
Chiropractic + Naturopathic Doctor February 2013: Page 29
