• Can my front desk actually make or break my practice?
  • What are the right words to use when interacting with patients? Is it important?
  • What words should the front office staff NEVER use?
  • What do I do when a patient asks “Do I have to pay that deductible?”
  • How do I get patients WANTING to pay their copays, coinsurances, and deductibles?  How can I
    make it happen easily?
  • What is the best way to handle a rude or uncooperative patient so they actually refer you to others?
  • Is there a way to handle it where they appreciate and respect me, and even thank me, even though they don’t get what they want?
  • What’s the most efficient way to handle patient scheduling?
  • What’s the best way to answer the phone and handle prospective patients?
  • What kind of person is right for the front? What kind is wrong?


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