The importance of the front desk, and the experience that patients have there, can never be overestimated. Stacey Fitzsimmons of Account Matters has witnessed time and again through her work with PT clinics across the country. Considering that the patient's assessment of your clinic (and not the therapy you provide) could hinge on those interactions, you have to make sure that person at the front desk fits the bill and gets properly trained. So having a person that is positive, encouraging, straight-forward, a natural people-person, and a problem-solver is essential. They have a direct connection to the revenues of your company. Are they more important than the PT's in the back? Hmmmm. It's worth considering.
