Telephone service expectations for all physician office front desk staff

Here are some easy guidelines to remember:

1. Always have a consistent greeting and closing.

2. Use the caller’s name whenever you can.

3. Speed of answer: 80 percent of calls should be answered within 20 seconds.

4. Abandonment rate: 0 percent over 20 seconds.

5. Maximum hold time should be no more than one minute.

Have questions? I’m here to help.

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Reed Tinsley, CPA