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That is what you will probably say when I expose the debacle that is your front office. I’m telling you it is ugly. Here’s why:
1. Finding good help is harder than ever. Turns out a generation fed a physical and mental diet of junk food is not as hardy as we would like to think. This generation of workers is hard to train and hard to motivate. Bemoan it if you will, that is the fact.
2. In one office, we counted 5 patients a day were lost to the scheduling process. Mainly it was calls answered too slowly or lost to voice mail. At $150/encounter, that is costing the office $198,000 per year. Houston… we have a problem.
3. Nice guy/gal front office people don’t want to collcet deductibles/copays diligently at the time of service. They are too busy trying to be best friends with your patients. I don’t know anybody that wants to pay me to be their friend. If I did, I would immediately stop associating with them. Easily this is costing you $25,000-$50,0o0 per year.
Can you afford this much waste? Are you operating a charity clinic – intentionally or otherwise?
Look, you simply can’t afford to have your front office staff set the bar for your success. Measure their progress, train them and get rid of them if they can’t get it together.
Or better yet, get smart and outsource this training/measurement/management function to us so you can sleep at night. And pay your bills too.
Seriously, dude, get on this.
David Zahaluk, MD is a Dallas-based practice optimization expert and the author of The Ultimate Practice Building Book. His firm, Ultimate Practice Builder, takes physicians to the top 10% of their specialty – in income, time off and quality indicators - within 3 years… guaranteed. Learn more at www.UltimatePracticeBuilder.com.
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