Transforming Your Dental Practice With Front Desk

Let’s talk about the heartbeat of your practice: your administrative team. These amazing individuals are the first and often last impression patients have of your practice. They handle a whirlwind of tasks, from scheduling appointments to managing billing. Yet, how often do we treat them like… well, furniture?

“Let me walk you up to the front desk.”

“You can schedule your follow-up with the front desk.”

“The front desk can give you more information.”

See the problem? They’re not just "the front desk"—they’re Sarah, Maria, and David, the friendly faces that greet your patients, answer questions, and keep your practice running! Isn’t it time we stop treating them like furniture and start treating them like the valuable team members they are? Here are a few simple habits you can get into that make a big difference:

• Ditch the "Front Desk." Instead, use their names! "Let’s head over to Sarah at the welcome desk and she’ll get you checked out."
• Acknowledge their knowledge! When a patient asks a scheduling question, say, "That’s a great question; let’s ask David, our scheduling whiz, to clarify that for you."
• Show Appreciation. A simple "thank you" goes a long way. Publicly acknowledge a job well done during team meetings: "We see you and appreciate everything you do."

Small, mindful changes will create a more positive work environment for your staff, leading to better patient experiences—and ultimately, a thriving dental practice. It starts by thinking of Sarah, Maria, and David as family, not furniture — because that’s what they are: valuable members of your team!

Want more tips for getting the most out of your administrative team? Sign up for our conference, “Achieving Dental Administrative Excellence with Miranda Beeson,” for tips on how to enhance communication, improve critical management systems, and boost rapport in your practice!