The Ultimate Guide to Front Desk Training For Clinics
Why Every Business Should Train Their Front Desk
Your front desk is the entry point into your business. They are the first people your patients speak to when they call.
They determine whether a patient books with you or your competitor down the street.
The front desk is the first face they see when they walk into your clinic.
And most of the time the reason patients leave.
According to a study published in the Journal Practice Management on 35,000 doctors a whopping 96% of complaints were about the customer service, not the physician's clinical skills and patient care.
That's why it's essential to train your front desk the right way. And it starts on the phones.
Benefits of Training Your Front Desk
You see, after owning an $83 million a year chiropractor and physical therapy clinic with 127 locations. As well as consulting with hundreds of clinics. And analyzing over 2 million phone conversations at over 1800 clinics I discovered one thing.
Clinics don't have a marketing problem, they have a front desk problem.
The average clinic's front desk only answers 70% of phone calls and has a booking rate of 60%.
While the top clinics front desk answers 95% and has a booking rate of 85%.
That's the difference between a clinic that's barely staying afloat and one that is thriving.
One of my clients was spending $1,000 a month on advertising. It generated 20 new patient phone calls.
Their front desk answered 14 of them - 70%
Booked 8 of them - 60%.
And their cost per new patient was $125.
So we went in and analyzed how they were answering the phones. Trained them the right way.
Then they spent another $1,000 on advertising and it generated 20 calls again.
This time they answered 19 of them - 95%
And booked 15% of them - 80%.
But here's the amazing part. Now it only cost them $67 to generate a new patient instead of $125.
That's half the cost to acquire a new patient!
And with the lifetime value of a patient being worth $500 to $1200 depending on where you live. That can add up to over $100,000 a year to a small clinic and millions for a big clinic.
Now that you know the importance of training your front desk. How do you do it?
Check out this video to learn about how many front desk should you hire for your clinic:
The Smart and Efficient Way to Train Your Front Desk
Here are some front desk training tips or receptionist training tips. You first want to find out where your front desk is right now with call tracking metrics for small business. What are their call tracking metrics?
Call tracking metrics you can think of as a funnel.
At the top of the funnel is the number of new patient calls. Next the answer rate. Then the booking rate. And lastly, the win back rate.
A call tracking software like Call Hero will give you these numbers for each one of your front desks without you having to lift a finger.
Plus Call Hero will even tell you exactly what you need to work on through our proprietary conversation analysis software. It uses advanced speech recognition technology that analyzes every phone call and tells you the specific did not book reason for every did not book call.
Once you have these numbers you then know exactly where to improve. Then you set a target for your front desk to reach.
For example, let's say Susie is only booking 55% of new patient calls and has an answer rate of 95%. And Tim has a booking rate of 85% but only answers 70% of calls.
With this data at your fingertips you now know who needs some help and what to work on.
Then you can scan through Susie's calls to see all the did not book reasons. Then listen to a few of the recorded phone calls. So you know exactly what you need to train them on and what specific scripts they need to practice. So they can book even more patients the next time.
Watch this video to learn about how to Get Your Front Desk to Sell WITHOUT Being Salesy:
What Are Good Front Desk Metrics To Shoot For?
Good metrics to shoot for are a 95% answer rate, 85% booking rate, and 20-30% win rate.
What is win back rate?
Win back rate is when a patient calls but either they go to voicemail or don’t book on the phone.
You can actually win back up to 40% of these callers with this proven script.
You can watch the video below to get this script...
Check out this video to learn about the #1 Front Desk Interview Question when hiring a front desk:
How It Works
1.) You create what's called a tracking number (a.k.a fake number) inside CallHero and set to forward to your landline number. Takes 5 seconds.
2.) When someone calls the number they are instantly routed through CallHero and forwarded to your landline number. Your patient won't know the difference.
3.) CallHero automatically records and analyzes the phone call
4.) Extracts meaningful data like did not book reason, answer rate, booking rate, etc from every call without you having to lift a finger.
5.) Then you know exactly what your front desk needs help on and the phone script. You can also link them to CallHero academy which is included free that trains your front desk for you.
Always Be Improving
With call tracking software you’ll have HIPPA compliant recordings of every call so you can continually improve your patient experience on the phone
Call Metrics You Can Use
Call metrics software shows how every staff member is doing with answer rates, booking rates, and other metrics. You’ll know who needs extra training, in what skill and with which phone script, and who and when to reward
Zero Data Entry Required
Conversation analysis software uses voice recognition technology to identify who takes each call and why a booking didn’t happen, so you can target your training to each individual
Marketing Campaign Tracking
Each marketing campaign can use a unique tracking phone number so you’ll now exactly how much revenue is coming in from each source – Google, Facebook, print, cdoctors email, referrals, direct mail, etc
Set Meaningful Goals
Call metric data empowers you to set clear goals for answer rates, booking rates, winback rates, and more – for each staff member, each specialist, each shift, and each location
Winback Lost Patients & Missed Callers
Easily listen to recordings of missed or lost patients to follow up and win them back. You can know each team member’s success rate and the revenue they’ve earned.
How Do You Ask For Consent To Analyze a Phone Conversation?
Whenever someone calls the tracking number they will be instantly greeted with a prompt to let them know that this phone call will be recorded. You can customize the prompt with whatever you want, even your own voice.
If the caller asks not to be recorded then your front desk can simply click a button from the admin and the call will not be recorded.
And when your front desk calls the patient only, they will be recorded not the patient. There will not be any recording prompt when your front desk calls them.
What Types Of Businesses Should Train Their Front Desk?
In today’s fiercely competitive marketplace any business that books appointments on the phones needs to be doing front desk or receptionist training. Because callers have so many options now and when they call most are window shopping. They will be calling multiple businesses, but if your front desk knows how to turn callers into appointments right then you’ll have a huge edge over your competition.
Want to see Caller Hero in action?
Just click the button below to book a demo to take a look under the hood at how other clinic owners are getting more patients and increasing their revenue with Call Hero.
Luke Fernandes increased his booking rate from 60% to 80%. How much more revenue would that mean for your clinic?
Allison Guercio boosted her monthly revenue by $2500 using CallHero.
Jason Bellefleur’s phone answer rate rose from 74% to 95%.
Katie White’s massage clinic boosted her revenue by $72,000 in 8 months.
Many more clinics of all types are using CallHero to achieve similar results. See more reviews here.
CallHero is used by physical therapists, chiropractors, dentists, doctors, and other healthcare clinic owners
Can You See Why So Many Clinic Owners Just Like You Are Using CallHero?
"I made $17,000 in winbacks and my admin staff loves it"
"I made an extra $2500/month because of CallHero"
"By using winbacks daily, I'm seeing big revenue gains across my 20 clinics"
"I'm able to implement a system to easily track every new patient that does not book"
"I made $8,000 this month using CallHero and I don't miss phone calls anymore."
"Now we can track my front desk phone performance across 3 my clinics"
"Now I can hold my front desk accountable for their conversion numbers"
"I made an extra $15,000/month because of CallHero"
"I love how I can listen to recorded calls to help coach staff to book more patients"
"I increased my booking rate from 60% to 80% with CallHero"
"Within a few months my answer rate jumped from 74% to 95%"
"I made $72,000 using CallHero in the last 8 months at my massage clinic"
Here Are A Few Other FAQs We Get A Lot:
The fastest way is with proven phone scripts which you can get when you take the free mystery caller test here.
Also use call tracking software like call hero so you know what they need to work on. Then tailor your front desk training based on that data.
The most important skill nowadays is if they should have some sort of sales background. It's trending among clinics to hire front desk people who have some sales experience because patients now have more options for care than ever before. You have to convert them into an appointment right when they call or you’ve lost them.
When I owned 127 clinics with over 1400 employees I had a difficult job with this in the beginning. Until I found that if you can explain to your front desk that improving their numbers will allow us to help even more people in our community. They will be more likely to buy in when you link it to a powerful why that’s bigger than them. It works!