CBP 212: Unlocking the Secrets to Stellar Front Desk Staff PerformanceAs the first voice most of your leads will hear, your front desk admin is incredibly important to the success of your cash-pay practice. If the impression they deliver isn’t great, the schedule will be empty and your fantastic clinicians will never have a chance to show their stuff! So this week, I’m sharing some of the critical metrics that can be used to enhance the performance of your front desk staff.

In this podcast, you’ll learn how to use these key metrics to assess admin performance and help them improve over time. This concrete approach to managing your front desk can help both you and your admin staff really understand what’s working (or not) so you can attract more prospects to your clinic and improve conversions.

This “highlight” is from a Q&A call with my Mastermind Gold group—a highly interactive, supportive group where people who have tons of questions and concerns about how to start, grow, or transition to a cash-based private practice get the answers, resources, and confidence they need to build the practice of their dreams. We have a group coaching call every week, and we occasionally use excerpts of those calls for this podcast.

More specifically, we discuss these topics related to managing front desk staff:

  • How to track results for handling new patient calls and followup efforts and how you can use that to improve the conversion and show rates for your practice.
  • The simple system that allows the front desk staff to dramatically improve your clinic’s online reputation.
  • How to decide whether a particular metric is worth tracking, so you can avoid needlessly wasting time and resources.
  • Often-overlooked tradeoffs related to using a lot of specialized software platforms.
  • An easy, free option that centralizes your metrics tracking so nothing falls through the cracks. 

Resources mentioned in this episode:


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