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!!