PRIVATE PRACTICE - AC25 - How To Manage a Successful Front Desk Team Across Multi-Site Locations
Recorded On: 11/12/2025
.1 CEUs/ 1.0 Contact Hours
Course Level: Intermediate
This session is designed to help multi-location practice owners and managers streamline their front desk operations and strengthen their leadership. Attendees will explore the most common challenges in managing front desk teams and learn essential strategies for training front office managers to lead with confidence, boost team morale, and handle daily operations effectively—all while reducing front desk turnover.
Led by Dee Bills, who has successfully trained over 1,500 front desk staff across 400 practices in the U.S., this session will provide actionable insights into optimizing front desk performance. Attendees will uncover the #1 overlooked metric for evaluating front office success and learn how it directly impacts schedule utilization, profits, and patient satisfaction. With a practical, interactive checklist, participants will identify key areas for improvement and leave with actionable steps to fill their schedules, improve team effectiveness, and reduce front desk turnover.
Upon completion of this course, you will be able to:
- Describe the most common challenges with managing front desk staff and turnover across multiple locations.
- Describe the key role and responsibilities of a Front Office Manager.
- Describe practical strategies to help front office managers lead their teams confidently and handle day-to-day challenges across multiple locations.
- Describe the #1 metric for evaluating front office performance.
- Apply a step-by-step checklist that pinpoints your key areas for front office improvement.
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.
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