3 Front Office Mistakes Costing You Patients

Your front office is your first—and sometimes only—chance to make a lasting impression. From how calls are answered to how patients are greeted, small missteps can quietly erode trust and loyalty.

1. Inconsistent Call Handling

   • Why scripting matters and how tone can make or break a new patient’s first call.

   • Include a call quality checklist.

1. Poor Financial Presentation

   • When patients don’t understand their options, they say “I’ll think about it.”

   • Solutions: Clear breakdowns, visual aids, and confident delivery.

1. Lack of Follow-Up

   • Patients fall through the cracks due to poor tracking or ownership of follow-ups.

   • Use task management tools and assign accountability.

   
   

Fixing these issues often requires more than just reminders—it takes system updates and consistent training.

Want to elevate your front office experience? Let’s build the systems together.