The Key Qualities Make Up A Great Front Desk Person

How do you get more new patients or hire more clinicians at your clinic and yet still remain profitable? This is the question, and I'm on a journey to get you the answer. I'm going to interview the best marketers and clinic owners across the world to give you access to their winning strategies from recruitment, marketing, operations, finance and more. So you can easily take action on the secrets to grow your clinic. I'm Rick Lau. Welcome to Clinic Boss Secrets.

Hey, everybody, Rick Lau here. You're gonna love this episode. We talk about front desk and we talk about what type of hiring qualities do you look up for when you hire someone. Check out this episode. A good friend of mine, Sorush, talks about this and he shares with you his secrets that he looks for.

Has it also changed what type of person that you've hired in the front desk to be able to answer the phones now?

Right.

You know, because, you know, there's some people that are good at answering the phones and cornering them. There's other that's good at billing. How has that changed? Like how you recruit, like the type of person to do this job? Right?

Yeah, 1,000%, you know, and we can do a, probably a full thing on this, you know, another time too, you know, when it comes to hiring a front end, what do you look for? Right. Initially, I actually, when I would hire a front end, I always thought, you know, the ones with the MOA certificates were the ones that were going to be the best in the clinic. But a lot of times that actually wasn't true. And it really came down to their previous experience and how they showed up in that interview. And so really there was this gut feeling too. When somebody answers your question a certain way, the type of voice they have over the phone is important. We have to be considerate of that. How they speak, how eloquent they are in their conversation. Those things really do impact people. Because the first point of indirect care, I would say, is over the phone, they are talking to these people who are in pain and they want someone who they can either relate to or connect with, etc. Right. So for sure, the recruitment strategy changed quite a bit after starting to realize that the type of person is important. I think if we go back all the way to back in the day when we talk about traction, the book gwc, do they get it? Do they want it? Do they have the capacity to do it? That always stuck with me, like, does that person have all, all three of those? And, and when I, when I had a person who didn't have one of the three it did negatively impact even the scoreboard, the revenue, the clinic, everything, right?

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