1. The Power of the Front Office
Lynn Lawrence, CPOT
Billie Taylor, CPOT

2. Telephone Techniques Insure telephones are answered in a courteous, timely, and efficient manner.

3. Procedures Smile! Smile! Smile! Identify name of practice/doctors
Identify your name
Greeting is optional
Write down name of caller
Never place on hold before determining if an emergency
Offer to help
Recommend and follow through
Close with a thank you!

4. Career Success Patients are nervous and less confident than you.
Speak confidently – know your vision.
Apologize for errors and delays; and, keep your promises.

5. Hours of Operation
Do your hours of operation meet the needs of your patient/customers?
Do you close for lunch?
Do you office early morning or late evening hours?
Do you open on Saturday?

6. Professionalism Dress for success Tattoo's Body piercing
Perfume/cologne
Body Language
Pride in your profession

7. Record Keeping Paper/electronic Retrievable recovery system Accuracy
Numbers
Color coding
Accuracy
Work station layout

8. Time Management
Blocking
Bundling
Saying “no”