You're a Class Act, So Show It! Part 2 of 2
Dynamic Chiropractic

Editor's note: Part 1 of this article appeared in the Feb. 26 issue (www.chiroweb.com/archives/22/05/03.html).

Proper welcoming procedures: You have reviewed the schedule prior to your shift and noticed that Mr. Smith is expected at 9:45. At that time, Mr. Smith enters your office. Remember that most new patients are slightly nervous or, if in pain, may be moving slowly. Acknowledge Mr. Smith (and all new patients) using the proper scripts and procedures:

* Walk around to the front of the desk and welcome the patient by introducing yourself and offering your hand. The right hand is extended palm-up, and once the patient places his or her hand in yours, place your left hand on top of the patient's and shake it confidently.

* Direct the patient to have a seat in a specific chair. In some cases, the patient may be more comfortable standing or lying down. Be sensitive; do whatever is necessary to accommodate the patient and take care of his or her immediate needs. Let the patient know you will return with his or her paperwork, or if you have mailed or faxed it to the patient in advance, ask for it.

* If you have a New Patient Advocate, now is the time to have the representative come up to the front desk. It is this person's job to assist the patient with the required paperwork during the first and second visits. That way, the front desk CA can continue serving established patient needs and services and handle the telephones. Introduce the New Patient Advocate to Mr. Smith and let him know that this person will be assisting him during his visit.