The Responsibility of Front Office Coordinators in Scheduling Appointments

The Responsibility of Front Office Coordinators in Scheduling Appointments

Front Office Coordinators (FOCs) are typically responsible for scheduling patients' next appointments.

This task is not merely administrative; it plays a significant role in the overall patient experience and the practice's success. However, while the FOC can manage the logistics, the clinical team is responsible for ensuring the patient understands and values their next visit.

THE ROLE OF THE CLINICAL TEAM

The clinical team — the Dentists, Oral Health Therapists, Hygienists and Dental Assistants—have the conversations with the patient about their oral health. They need to educate the patient about what is happening in their mouth, the risks involved, and the available treatment options.

Whether it's a routine cleaning or a more complex treatment, the patient should leave the treatment room knowing why their next appointment is necessary, and the clinician should have a fair understanding of the patient's choice of what, if any, treatment they will do. This sets the stage for the FOC to then handle the logistical aspects of scheduling.

THE ROLE OF THE FRONT OFFICE COORDINATOR

Once the patient is at the front desk, the FOC's role is to navigate any logistical challenges. This includes:

·       Scheduling: Finding a time and date that works for the patient and the practice.

·       Financial Arrangements: Discussing and setting up payment plans if necessary, ensuring that the patient is comfortable with the financial aspects of their treatment.

·       Handling Objections: Addressing any concerns or objections the patient might have about their next visit, from scheduling conflicts to financial worries.

BRIDGING THE GAP

For optimal patient care and practice efficiency, the clinical team and the FOC need to work together successfully. Here are some tips to enhance this collaboration:

·       Clear Communication: Clinical teams should provide a brief but thorough explanation of the next steps to the patient and then relay this information to the FOC.

·       Education: Continuously educate patients on the importance of their oral health and the value of their next appointment. The more they understand, the more likely they are to commit.

·       Streamlined Processes: Develop and maintain a streamlined handoff process between the clinical team and the FOC. This could include using checklists or brief notes to ensure nothing is missed.

·       Training and Empowerment: Train the FOCs to handle various patient objections and empower them to make scheduling and financial decisions within defined guidelines.

·       Team Meetings: Regular team meetings can help the clinical and front office teams stay aligned on goals, share insights, and address any recurring issues.

MOVING FORWARD TOGETHER

The goal for everyone in the practice should be to ensure that the patient understands and values their treatment. By working together, the clinical team and the FOC can ensure that patients leave the practice with their next appointment scheduled, feeling confident and informed about their upcoming visit. This collaboration improves patient satisfaction and enhances the efficiency and success of the dental practice.

By considering these aspects and fostering a cooperative environment, we can provide better care and ensure a smoother, more efficient scheduling process that benefits both the patient and the practice.