PRIVATE PRACTICE - AC24 -State of the Front Desk: Why Most Front Desk Fail And How To Prevent It
This session aims to teach attendees about the uncomfortable truths behind the frequent failures in front desk hiring within physical therapy practices. It will explore the often-overlooked factors contributing to these failures, such as outdated hiring practices, insufficient training, and the misalignment of job expectations. Dee Bills is the founder of Front Desk GURU and has trained over 1500 front desk staff for over 400 practices across the US. Dee’s talk will provide actionable strategies to improve hiring processes, enhance training programs, and foster a more effective front desk team. This session will teach practice owners how to optimize their hiring process to find the diamonds in the rough amid a labor shortage.
Upon completion of this course, you will be able to:
1. Describe inflation impact on front desk pay and applicant quality.
2. Describe how technologies like kiosks and virtual assistants can reduce costs and improve the patient experience.
3. Describe common hiring mistakes and red flags in front desk recruitment.
4. Describe the 5 simple ways to boosting your front desk productivity and performance.
5. Define what types of training you should provide for your front desk.
Dee Bills
PT
Front Office GURU
As a physical therapist, I knew how to help my patients. When I took over the Director of Administration position in my husband;s private practice, I quickly realized that my front office team needed help because they didn’t have the necessary skills to ensure our patients got the care they needed and deserved. So, I created an entire system of training for my front desk which improved their ability to handle patients from the first call through a successfully completed plan of care.
As a result, our arrival rate increased to over 95% and more patients consistently scheduled and arrived for care! Soon, other practice owners heard about our success and started asking for help. So in 2016, I started Front Office GURU to help private practices get similar results. And in 2020, I rolled out my virtual training platform so physical therapy practices could have a system of consistent training for their front desk, right at their fingertips.
Now, I help physical therapy practice owners provide their front office staff with the necessary tools for successful patient management so they can help more patients to consistently schedule and arrive for care.
Course Instructions
- Click on the Contents tab to watch the course recording.
- Click the Take Quiz button to complete the assessment. Learners will have 3 attempts to pass and must answer at least 70% of questions correctly.
- Click Fill Out Survey under the Evaluation listing to provide valuable course feedback. Scroll down on all questions as there may be answer options that expand past the size of the window.
- Click the View/Print Your Certificate button under the Certificate listing. You can view/print your certificate at any time by visiting the APTA Learning Center and clicking the CEU Certificate/Transcript link on the left-hand side of the page.
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