Unlocking the Front Desk: The Overlooked Key to Patient and Clinician Success

In this encore episode of Relentless Health Value, host Stacey Richter delves into a crucial yet often ignored aspect of patient engagement and clinical success with Jerry Durham from the Client Experience Company. The discussion emphasizes how the front desk can significantly influence positive patient outcomes and mitigate clinician burnout. Jerry outlines the 'patient life cycle' and the vital role of the front desk in establishing trust and setting up provider success. Highlighting real-world examples and research, the conversation explores how proper front desk management can enhance patient satisfaction, retain patients, and contribute to the overall efficiency of healthcare practices. The episode also addresses common issues in patient-provider interactions and offers practical solutions for integrating the front desk into a cohesive, patient-centered care team.

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05:49 What is the patient life cycle?

06:48 What are the milestones of the patient life cycle? When does it start?

10:05 “This isn’t a business solution; this is a patient-driven solution.”

10:21 “What is best for the patient is best for business.”

13:25 “The takeaway there is that your team members are all driving toward the same goal.”

14:34 How does the front desk impact health outcomes?

16:41 What is the objective of a front desk to reduce provider burden?

20:03 EP236 with Liliana Petrova.

21:18 “There’s actually three roles at the front desk.”

30:37 EP228 with Julie Rish, PhD.