{"id":40204,"date":"2025-02-10T08:30:00","date_gmt":"2025-02-09T21:30:00","guid":{"rendered":"https:\/\/www.bitemagazine.com.au\/?p=40204"},"modified":"2025-02-24T13:30:48","modified_gmt":"2025-02-24T02:30:48","slug":"why-your-dental-receptionist-can-make-or-break-you","status":"publish","type":"post","link":"https:\/\/www.bitemagazine.com.au\/why-your-dental-receptionist-can-make-or-break-you\/","title":{"rendered":"Why your dental receptionist can make or break you"},"content":{"rendered":"\n<p class=\"wp-block-yoast-seo-estimated-reading-time yoast-reading-time__wrapper\"><span class=\"yoast-reading-time__icon\"><svg aria-hidden=\"true\" focusable=\"false\" data-icon=\"clock\" width=\"20\" height=\"20\" fill=\"none\" stroke=\"currentColor\" style=\"display:inline-block;vertical-align:-0.1em\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 24 24\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M12 8v4l3 3m6-3a9 9 0 11-18 0 9 9 0 0118 0z\"><\/path><\/svg><\/span><span class=\"yoast-reading-time__spacer\" style=\"display:inline-block;width:1em\"><\/span><span class=\"yoast-reading-time__descriptive-text\">Estimated reading time: <\/span><span class=\"yoast-reading-time__reading-time\">5<\/span><span class=\"yoast-reading-time__time-unit\"> minutes<\/span><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-large is-resized\"><img decoding=\"async\" width=\"683\" height=\"1024\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-src=\"https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-683x1024.jpg\" alt=\"Why your dental receptionist can make or break you\" class=\"wp-image-40205 lazyload\" style=\"width:450px\" data-srcset=\"https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-683x1024.jpg 683w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-200x300.jpg 200w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-768x1152.jpg 768w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-280x420.jpg 280w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-560x840.jpg 560w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-150x225.jpg 150w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-300x450.jpg 300w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-600x900.jpg 600w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-696x1044.jpg 696w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception.jpg 1024w\" sizes=\"(max-width: 683px) 100vw, 683px\" \/><noscript><img decoding=\"async\" width=\"683\" height=\"1024\" src=\"https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-683x1024.jpg\" alt=\"Why your dental receptionist can make or break you\" class=\"wp-image-40205 lazyload\" style=\"width:450px\" srcset=\"https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-683x1024.jpg 683w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-200x300.jpg 200w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-768x1152.jpg 768w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-280x420.jpg 280w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-560x840.jpg 560w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-150x225.jpg 150w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-300x450.jpg 300w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-600x900.jpg 600w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception-696x1044.jpg 696w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2025\/01\/reception.jpg 1024w\" sizes=\"(max-width: 683px) 100vw, 683px\" \/><\/noscript><figcaption class=\"wp-element-caption\">Photography: pressmaster\/123RF<\/figcaption><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-fail-to-train-and-support-your-receptionists-and-you-ll-put-your-bottom-line-at-risk-but-get-it-right-and-you-ll-unlock-the-real-value-of-a-high-performing-reception-team-by-shane-conroy\">Fail to train and support your receptionists and you\u2019ll put your bottom line at risk. But get it right and you\u2019ll unlock the real value of a high-performing reception team. By Shane Conroy<\/h2>\n\n\n\n<p>While your reception team is often among the lowest-paid employees in your practice, they may hold the keys to its success\u2014or failure. This is a contradiction that often goes overlooked in busy dental practices as many receptionists are left to learn the job on the fly, without the training, communication, or tools to be effective.&nbsp;<\/p>\n\n\n\n<p>\u201cYour receptionists can absolutely make or break your practice,\u201d warns Ameena Basile, an experienced practice management consultant and the co-founder of <a href=\"https:\/\/www.google.com\/search?client=safari&amp;rls=en&amp;q=Dental+Business+Mastery&amp;ie=UTF-8&amp;oe=UTF-8\" target=\"_blank\" rel=\"noreferrer noopener\">Dental Business Mastery<\/a>. \u201cThe front desk is the first point of contact, and if a patient\u2019s first experience is negative\u2014on the phone or in person\u2014they\u2019re unlikely to return.\u201d<\/p><div class=\"bitem-article-desktop-720x300-in-text\" id=\"bitem-3570830072\"><!-- Bite 720x300 [async] -->\r\n<script type=\"text\/javascript\">if (!window.AdButler){(function(){var s = document.createElement(\"script\"); s.async = true; s.type = \"text\/javascript\";s.src = 'https:\/\/servedby.engagemedia.com.au\/app.js';var n = document.getElementsByTagName(\"script\")[0]; n.parentNode.insertBefore(s, n);}());}<\/script>\r\n<script type=\"text\/javascript\">\r\nvar AdButler = AdButler || {}; AdButler.ads = AdButler.ads || [];\r\nvar abkw = window.abkw || '';\r\nvar plc705185 = window.plc705185 || 0;\r\ndocument.write('<'+'div id=\"placement_705185_'+plc705185+'\"><\\\/'+'div>');\r\nAdButler.ads.push({handler: function(opt){ AdButler.register(165450, 705185, [720,300], 'placement_705185_'+opt.place, opt); }, opt: { place: plc705185++, keywords: abkw, domain: 'servedby.engagemedia.com.au', click:'CLICK_MACRO_PLACEHOLDER' }});\r\n<\/script><\/div>\n\n\n\n<p>And while you never get a second chance to make a good first impression, putting patients at ease is only the beginning for successful reception teams. Basile explains that dentists who see their reception team as merely a call-taking service are missing out on the real impact they can have on the bottom line.&nbsp;<\/p>\n\n\n\n<p>\u201cReceptionists are not just managing appointments; they\u2019re converting marketing efforts into paying patients, following up on incomplete treatments, and building patient relationships,\u201d she says. \u201cWithout them, your business has huge holes.\u201d<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-value-your-receptionists\">Value your receptionists<\/h3>\n\n\n\n<p>If you want value from your receptionists, you need to make them feel valued. Dr Alex Davies is principal dentist and owner of <a href=\"https:\/\/admiredentistry.com.au\" target=\"_blank\" rel=\"noreferrer noopener\">Admire Dentistry<\/a>, with clinics in Arana Hills and Samford Village in Brisbane. She employs a team of three receptionists and a practice manager, and points out that receptionists often aren\u2019t made aware of their critical role in the overall success of the practice.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-pullquote\"><blockquote><p>I make it clear to my reception team how their efforts impact the business. If a receptionist doesn\u2019t understand how vital they are, it\u2019s on us as leaders to communicate that. <br><br><strong>Dr Alex Davies, owner, Admire Dentistry<\/strong><\/p><\/blockquote><\/figure>\n\n\n\n<p>Thus they may not fully comprehend the important role they play day-to-day\u2014and the power they hold to influence the patient experience.&nbsp;<\/p>\n\n\n\n<p>\u201cI make it clear to my reception team how their efforts impact the business,\u201d says Dr Davies. \u201cIf a receptionist doesn\u2019t understand how vital they are, it\u2019s on us as leaders to communicate that. Receptionists have the ability to create a positive patient experience. When they feel empowered, trained, and supported, they\u2019ll go above and beyond for your patients and your practice. And when they understand their role in the practice\u2019s success, they become one of the strongest assets you have.\u201d<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-build-a-solid-foundation\">Build a solid foundation<\/h3>\n\n\n\n<p>Dr Davies says that a lack of training and support without proper onboarding or ongoing guidance is perhaps the most common mistake dentists make when it comes to managing their front desk.&nbsp;<\/p>\n\n\n\n<p>\u201cIf you throw a receptionist into the deep end without support, they\u2019ll struggle, get overwhelmed, and eventually leave,\u201d she says. \u201cWe train our receptionists intensively at first. Our practice manager is with them almost 100 per cent of the time at the start to provide hands-on support. By investing time in this intensive training, we\u2019re able to build their skills and trust. It\u2019s only after that foundation is solid that we step back and give them autonomy.\u201d<\/p>\n\n\n\n<p>Dr Davies adds that her practices give their receptionists a regularly updated visual training manual that includes checklists and screenshots. They also require them to complete the Dental Reception Mastery course provided by Dental Business Mastery. &nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-pullquote\"><blockquote><p>Receptionists are not just managing appointments; they\u2019re converting marketing efforts into paying patients, following up on incomplete treatments, and building patient relationships. Without them, your business has huge holes. <br><br><strong>Ameena Basile, co-founder, Dental Business Mastery<\/strong><\/p><\/blockquote><\/figure>\n\n\n\n<p>\u201cIn addition to the course, we also offer ongoing support for receptionists with Academy Chat,\u201d Basile explains. \u201cIt\u2019s a hub for our training videos and resources, and includes an AI-powered chatbot that can sit on the receptionist\u2019s screen and answer questions like, \u2018How do I manage patients that continuously fail to attend appointments?\u2019 or \u2018Can you compose a letter to send to a patient who constantly breaks appointments?\u2019\u201d<br><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-level-up-with-the-right-tools-nbsp\">Level-up with the right tools&nbsp;<\/h3>\n\n\n\n<p>A well trained reception team can also play a key role in patient compliance and retention. Basile says receptionists should be responsible for rebooking, and need to be trained to manage and maintain a database so they can be proactive in reminding patients about follow-ups and keeping the schedule full.<\/p>\n\n\n\n<p>Dr Davies builds this into the daily goals list that her practice manager makes for the receptionists. \u201cThe goals lists help our receptionists learn what must be done today versus what can wait until tomorrow. That prioritisation is key, especially when receptionists are juggling phone calls, patient questions, and big treatment bookings.\u201d<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-support-with-structured-communication\">Support with structured communication<\/h3>\n\n\n\n<p>Scheduling inefficiencies also often fall under the remit of the reception team. Poorly managed appointment books can create bottlenecks, stress the team, frustrate patients\u2014and negatively impact profitability.&nbsp;<\/p>\n\n\n\n<p>To get appointment blocking right, receptionists must clearly understand a relatively complex matrix of moving parts. Dr Davies says some dentists make the mistake of expecting receptionists to manage appointment blocking without the ongoing communication and support that\u2019s critical to get it right.&nbsp;<\/p>\n\n\n\n<p>\u201cAppointment blocking really should be a team effort across the practice, and the only real way to manage it effectively is with structured, daily communication. For example, we talk about appointment blocking every day as a team in our morning huddles to ensure we\u2019re all on the same page. I also get all of my reception staff to write an end-of-day email to flag tomorrow\u2019s bookings, cancellations, or anything that needs to be raised in the morning huddle. That has been a game changer.\u201d &nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Fail to train and support your receptionists and you\u2019ll put your bottom line at risk. But get it right and you\u2019ll unlock the real value of a high-performing reception team. By Shane Conroy While your reception team is often among the lowest-paid employees in your practice, they may hold the keys to its success\u2014or failure. [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":40205,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[7170,691],"tags":[25051,684],"class_list":{"0":"post-40204","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-featured","8":"category-your-business","9":"tag-dental-receptionist","10":"tag-featured"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.9 (Yoast SEO v25.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why your dental receptionist can make or break you - Bite Magazine<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bitemagazine.com.au\/why-your-dental-receptionist-can-make-or-break-you\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why your dental receptionist can make or break you\" \/>\n<meta property=\"og:description\" content=\"Fail to train and support your receptionists and you\u2019ll put your bottom line at risk. But get it right and you\u2019ll unlock the real value of a high-performing reception team. By Shane Conroy While your reception team is often among the lowest-paid employees in your practice, they may hold the keys to its success\u2014or failure. 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But get it right and you\u2019ll unlock the real value of a high-performing reception team. By Shane Conroy While your reception team is often among the lowest-paid employees in your practice, they may hold the keys to its success\u2014or failure. 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