Dr. Vince LeoneOwner, Consultant, Specialized Practice · Owner, Consultant at Specialized Practice

Receptionists: The REAL Ambassadors of Your Practice!

30 Dec 2025 · 1 min

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0:43

In this segment of his YouTube video, Dr. Vince Leone emphasizes the pivotal role of receptionists in a medical practice, describing them as low‑paid yet essential ambassadors who represent the office to the community. He argues that the phone line should be treated as "gold‑plated" because it is often the first point of contact for patients. Dr. Leone advises that receptionists should always smile while speaking on the phone, noting that patients can sense genuine warmth and that this simple practice can significantly improve patient perception and experience.

Chapters

And I'll just add to that. That's an excellent point because when you think about your receptionist, um, typically this is a very low-paid individual with very little training. Now, when you think about that, this— your receptionist, I like to call them ambassadors because that's really what they are. They're representing you, uh, and your office basically to the community. They're the first face they see. They're the first voice they hear on the phone. So you really should be treating your phone like it's gold-plated. And, uh, they're, you know, first of all, like Dr. Kyle said, um, they should be, you know, they should always have a smile on their face, right? They should be smiling into the phone. Patients really sense that.