I get asked all the time, “After the doctor, what staff person is the most important?”
That is an impossible question to answer, but I usually answer this way.
I say, “If your front desk isn’t friendly and attentive to details, your patients will not come back.”
“If your techs don’t care about your patients, and if they aren’t able to calm them and prepare them to see the doctor, they won’t come back.”
Then, I pause. “You cannot have a successful patient without an excellent front desk and caring techs. But if you aren’t collecting the money that you are billing, you will 100% go out of business. Your insurance folks have to be the best - the best in the industry and the best in office.”
They typically ask, “So who is the most essential.” I smile, and reply, “Yes.”
The point? Seek excellence in every area of your office, and don’t accept anything less.
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Gordon Duncan is an award-winning educator, salesman, teacher, manager, and writer. He has taught in the public school system, lobbied for school's accreditation, managed eye clinics, led sales' teams, and also publishes books on theology, church, and culture.