Medical Practice Management
Sep 04

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.

About Reed Tinsley, CPA

As a top advisor to physicians, I help increase practice profits by delivering hands-on, expert medical accounting/tax support, practice counsel, and revenue-building strategies. Read more →