Do you find that you struggle to find “doers” to work in your front office? Constantly having to reorient your front office staff to getting patients fully scheduled, showing up, and paying their bill?
Are you frustrated over the lack of confront, lack of motivation, lack of know-how?
What are the titles you use for your front office staff? Do you use receptionist, medical receptionist, or front desk representative as the main title? How about the person in charge of all your insurance handling and collections? Do you call them the medical billing specialist, coding specialist, or billing representative? If so, you could be attracting the wrong people for the position which in turn leads to your frustration and lost time hiring, training, retraining….and hiring again…when they don’t work out.
For those who know me, you know that I love to look up words to have a better understanding.
Here’s the definition of the word receptionist:
a person employed in an office or other establishment to answer the telephone, deal with clients, and greet visitors
Here’s the definition of representative:
a person chosen or appointed to act or speak for another or others, in particular
When someone applies for a job, the first thing they see in the job ad is its title. The title you give a front office position will determine who applies for the job. And if you hire for a receptionist or a representative, you’re going to get exactly what you’re hiring for!
Let’s take a look at a few common front office job titles and what they could mean to someone looking for a position:
Receptionist: answers phone, routes calls, welcomes or greets clients
Medical Receptionists: Works in a medical office – does the same as ‘receptionist’ only with patients
Front Desk Rep: Sits at the front desk
Biller: Sends bills - this doesn't even indicate that they're responsible for collecting what's due...
Coding and Billing Rep: understands insurance coding, sends claims