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URGENT CARE ASSOCIATION
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Within this page, you will find Industry Perspective blogs written by the UCA Corporate Support Partners (CSP); Insights from UCA CEO Laurel Stoimenoff, PT, CHC; Practice Management blogs to help you better manage center operations; and bonus UCA education in Educational Insights.


EDUCATIONAL INSIGHTS: UCA2019 Convention Take Home Tactics Dose 8: The Urgent Care Front Desk: Ambassadors, Collectors and Magicians

Posted: Aug 5, 2019
Comments: 0
Author: UCA Admin

We want to make sure you are continuing the conversations started at the 2019 Urgent Care Convention & Expo by giving you Take Home Tactics.

You can also check out the best of our educational content throughout the summer months with our first UCA Summer School!

Share this with your staff as a way of offering everyone the opportunity to change the way they look at on-demand medicine.

It’s impossible to overestimate the impact an urgent care center’s front desk can have on the practice’s success or failure. Besides acting as welcoming ambassadors, the front desk functions as mission control: registering patients, verifying insurance coverage, clarifying financial policies, collecting outstanding balances, and so much more. When properly managed and trained, an enthusiastic front desk team can elevate a visit to a world-class patient experience or doom it to a dreaded one-star review. Here’s what you need to know …

Take Home Tactic #1: Your Front Desk is your Secret Weapon.   Your front desk is mission control of your Urgent Care operation.  The person in this role must be able to multi-task, functioning as the registrar, insurance verifier, collector/cashier, scheduler as well as being your center’s public relations staff.  Hiring for “soft skills” in this role is a must – and then train for the tasks that are a necessity to your operation.

Take Home Tactic #2:  Establish Policies & Procedures.  Consistency is the key to efficiency.  By establishing policies and procedures for your front desk to follow, typical urgent care transactions can become standard operating procedure and easier for your front desk to manage – enabling them to deal with other issues that may arise!

Take Home Tactic #3: Huddle Frequently.   You’re a team – and you’re all in this together!  Take the time to meet and cover the topics that are pertinent to your success!  A review of policy, procedures, a brief training on a new service line will go a LONG way with your employees and consequently your patients!

 

PURCHASE THE ENTIRE RECORDED SESSION OF THE URGENT CARE FRONT DESK: AMBASSADORS, COLLECTORS AND MAGICIANS HERE.

 

Claudio Varga, CPPM, CPB, is a top-level Operations and Marketing Director with 30 plus years of experience in the healthcare industry. For over nine years Claudio has served as the Director of Operations for Vital Urgent Care in Newport Beach, California. As a national speaker on a multitude of urgent care and medical practice marketing, customer service and operations topics, his passion is sharing insights and practical strategies that create world class five-star patient experiences and dramatically increase practice profitability.

 

 

 

 

 

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