Office optimization

First impressions matter. The front desk of a dermatology practice is a busy place, and it is the patient’s first interaction — and therefore first impression — with the office space. It is important to prioritize both the set-up of the front desk and the training of the staff that run it to ensure overall smooth operations and a positive patient experience.

Implement the tips below to make this area safe, inviting, and efficient.

Tip #1: Declutter and organize the space, Mari Kondo style.

Mari Kondo is now a household name synonymous with organizing and de-cluttering based on a few simple rules. These rules include committing to tidying up, keeping only what you need, and an ongoing dedication to the new lifestyle. So how do you do that in a dermatology practice?

• Keep the front desk/reception area clean and organized, free from unnecessary clutter.

• Equip each staff member with a computer, telephone, and hands-free headset within arm’s reach.

• Ensure there is a credit card reader or other paperless payment option.

• Put the printer/copier in a central location that minimizes steps.

• Have a shredder or container for documents that need to be shredded available close to front desk. Either shred the documents as soon as possible or collect in the bin to empty out by end of day. Consider a locking bin for HIPAA peace of mind.

Bonus Tip: Work with the font office staff to ensure all the equipment they need is placed for convenience and efficiency.

Tip #2: Prioritize safety.

Even before the 2020 Coronavirus pandemic, safety was key to a great experience at the dermatologist’s office. Now it is more important than ever, for both patients and staff. Here are a few steps you can take — if you haven’t already — to show your patients and staff that safety is your top priority.

• Have clear, visible signs/posters up that outline your safety policy and what patients can expect.

• Consider putting up a glass face shield for patients to stand in front of when interacting with the staff to reduce spread of infectious diseases.

• Create a patient flow process that promotes social distancing.

• Offer patient portal stations or tablets so patients can self-check in to save time and paper.

  • Check out the Academy’s resources on patient portals for dermatology practices. If you have an EHR, ensure the portal integrates with it and check out any extra features it includes.

• Provide multiple hand sanitizers throughout the space for employees and patients.

• Remove common touch items such as reading materials.

These diagrams show two different options for traffic flows through the front office.

Tip #3: Maintain privacy.

Maintaining confidentiality, privacy, and security of health information is critical to running a successful medical practice. It is important that your practice is set up to ensure these priorities are front and center.

• Use online intake forms to minimize discussing private information at the front desk.

• Address patients by their first name only if you need to call them out.

• Avoid personal stories or any discussion that can be perceived as gossip.

• Check printers, copiers, and fax machines to ensure no private patient information is left unattended. In fact, try to minimize use of faxes.

• Limit access to information based on job role.

Bonus tip: Visit the HIPAA Resource Center to access our HIPAA check-up tool and information on maintaining compliance.

Tip #4: Don’t miss the opportunity to collect payments.

The front desk is not just where patients have their first interaction; often it is also where they have their last. Use both the check-in and check-out opportunities to collect payments.

• Have a clearly outlined financial process in place that informs the patient if they have an outstanding balance. Front office staff collect this payment when required.

• Financial/payment policy should be stated on the practice website, patient information brochure, and at the check-in/check-out desks in the office.

  • Consider a simple framed sign at the check-in/check-out desks to provide timely information to patients and reduce payment questions directed at staff.

• Offer payment options when appropriate.

Bonus tip: Read this DermWorld feature on “8 tips to help optimize financial efficiency in your practice” to learn more.

Tip #5: Stand out with exceptional customer service.

Staff at the front desk are often the first people that a patient interacts with when they enter the office, so they are essentially the face/voice of your practice making them an extremely important component of your practice’s success. Make it a priority to train them appropriately and regularly on not only their professional work responsibilities but also their customer service skills. Staff should be proficient in:

• Thoughtfully greeting patients with a positive attitude and smile.

• Quickly, correctly, and confidentially checking them in, including reviewing demographic and insurance information.

• Ensuring patients know what is expected of them during the visit (safety, privacy, and financial protocols).

• Communicating payment matters including collecting payments up front when appropriate.

• Listening to patient feedback and relaying it back to management.

• Ensuring patients secure follow-up appointments if appropriate.

• Encouraging patients to complete a satisfaction survey to help you make future improvements.

Bonus tip: If you administer the patient satisfaction survey for a minimum of 90-consecutive days through a third-party vendor, you can claim credit for a MIPS high-weighted improvement activity (IA_BE_6).

Streamlining front desk processes with often small improvements can play a huge part in the success of your medical practice. Simple, innovative solutions are all around — just take some time to identify and seize them.

Use our online form to contact practice management staff for questions or concerns.