Shift overloaded phone lines away from the front desk

Written by Reed Tinsley | July 7, 2008

If the incoming phone call burden is becoming too great, it may be time to shift at least the primary answering duty away from the front desk. Many larger practcies take this step because the reception station has too much else going on—directly involving patient interactions—to handle calls effectively.

Even so, you’ll probably have times when no one can answer some calls as they come in or as they’re switched to a department. Your system should instruct these callers to leave a message. Certainly be sure it has a means of going straight through to a human in case of an emergency. Diligently retrieve and return messages as soon as possible.

p.s. I HOPE EVERYONE HAD A GREAT 4TH OF JULY HOLIDAY!!

About the Author

Reed Tinsley CPA

This article is written by Reed Tinsley, a Houston, TX-based CPA with over 30 years of experience advising physicians and medical practices across Texas and the United States. Reed holds certifications as a Certified Valuation Analyst (CVA), Certified Healthcare Business Consultant (CHBC), and Certified Financial Planner (CFP), specializing exclusively in the healthcare sector. He is a published author, nationally recognized speaker, and trusted advisor to physicians on accounting & tax, practice management, and financial planning. Schedule a Free Consultation.

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