Ep. 70: How Good is Your Receptionist? 10 Criteria for Grading Their Performance

The receptionist is an incredibly important part of your dental office. Their skill at answering the phone will determine how many patients schedule and come into the office—and therefore have a big affect on practice production and growth. But how do you evaluate their performance and determine where you can make improvements? Special guest Jeff Santone joins us this week to give his 10-point criteria for grading the receptionist’s performance.   4:10 – The things the receptionist needs to say every time they answer the phone 8:38 – Are you missing phone calls? 12:07 – Shoppers 17:34 – 3 pieces of info the receptionist needs to collect on every phone call 24:21 – Answering patients’ questions and showing that you care 36:22 – Are they making difficult to become a new patient? 45:19 – Did they pass or fail the phone call?   10-Point Call Grading Sheet - https://www.mgeonline.com/call-grading-sheet/ New Patient Call Log - https://www.mgeonline.com/np-call-log New Patient Intake Form - https://www.mgeonline.com/np-intake-form Mystery Call - https://www.mgeonline.com/your-mystery-call The MGE New Patient Workshop - https://www.newpatients.net