1. The Importance of the Front Desk in a Medical Office
Veterinary Science Program

2. The Importance of the Front Desk in a Medical Office
Objective:
This lesson will go over one of the most important parts of any hospital, the front desk.
What this is, who works here, and what they do and should not do will be discussed.

3. The Front Desk
The front desk (office), a term used for the reception area at a medical facility and its personnel (receptionists)

4. The Front Desk
They are the unsung heroes of multi-tasking and keeping everyone happy.
This is the first and last area clients visit, and thus it is on the frontlines of keeping customers happy and things running smoothly.
From scheduling appointments to collecting payment, the front desk seems to do it all!

5. The people working at the front desk can truly be deal breakers in a clinic or hospital.
Joy Kil
Ray F. Sunshine

6. Why the Front Desk Is Important
And it's not just about making clientele and patients feel warm and welcome. It's about:
Scheduling the appointments at the correct time and with the correct doctor
Listening to clients well and communicating in a positive and confident manner with those over the phone or clients in the reception area
Handling billing errors and detailing client invoices
Collecting payment to ensure the practice turns a profit so everyone can get paid

7. Why the Front Desk Is Important
And it's not just about making clientele and patients feel warm and welcome. It's about:
Being on the frontlines of many complaints
Pulling up medical records for the doctors
Copying, faxing, and ing documents between clinics, hospitals, and clientele
Keeping the reception area clean

8. Why the Front Desk Is Important
Hiring a great front desk staff that have excellent communication and customer service skills is one of the most important aspects of running a hospital.

9. The Limitations of the Front Desk
Front Desk Staff Should Never:
Diagnose
Treat
Prescribe
Provide prognoses

10. Whose responsibility is it to:
Diagnose
Treat
Prescribe
Provide prognoses?
The Veterinarian!

11. The Limitations of the Front Desk
Saying “I think you'll be okay because I had something similar and turned out just fine” to a client who just called the clinic is not allowed unless a doctor in charge has specifically instructed the front desk to say that.
Even in that case, the receptionist should make it clear a doctor mentioned it.
Otherwise, there can be serious legal and medical consequences.

12. Question? What is the Front Desk? The desk outside the hospital
The area towards the back of the hospital, near the treatment rooms
A reception area where doctors work
The reception area of a hospital where receptionists work

13. Question? What is the Front Desk? The desk outside the hospital
The area towards the back of the hospital, near the treatment rooms
A reception area where doctors work
The reception area of a hospital where receptionists work