Front Office Procedure

OBJECTIVES:

On completing this programme, participant will be able to:

· Demonstrate skills in guest relations and front office service

· Identify and practice front office function and procedures effectively

· Distinguish the roles and responsibilities of front office personnel TOPICS INCLUDE: · Tourism Development and Activities in Jamaica

· Destination Awareness

· Profile of the Front Office Personnel

· Front Desk Responsibilities

· Front Office Procedure

· Guest Relations

· Handling Complaints/Difficult Situations

· Telephone Techniques

· Sales Techniques. FRONT OFFICE PROCEDURESI.Introduction A. Answering phone, checking in, checking out may not seem glorified B. However, orderly processing is necessary C. Appointment scheduling keeps patient flow consistent and revenue flow consistent D. First and Last Impressions take place in the Front Office II.Importance of that position A. First contact with patient 1. Phone (inquiry, scheduling appointments) 2. Enters office a. smile, greet b. assist, direct B. Flow of Patients 1. Check-in 2. Pass to Pre-tester 3. Check-out after completion in Optical a. Last Impression b. Big part of whether or not will be a long termpatient III.What Are Your Responsibilities A. SMILE!!!!1. Smile on the phone. Good phone etiquette 2. Greet, "Good morning/afternoon…" a. Look up from your work b. Do not make patient stand at window or counter 3. Assist…"Can I help you?" Don't Forget, SMILE!!!!4. Direct a. Depending on the patient's needs instruct them at each step b. Use their name c. Give them Patient History d. Get Insurance Card

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B. Make Sure Schedule is Full 1. Confirmation. Always confirm appointments the day before. Call them at home or at work. 2. Cancellation/No-Show List a. make a cancellation list and a no-show list at the end of the day b. as cancellations/no-shows occur, pullout your list and call cancellations first to try and fill slot c. keep cancellation list and no-show list in notebook d. you have a script in your handout C. Get insurance information when making appointment 1. Patient's full name as shown on card 2. SSN 3. DOB 4. If patient is a dependent on a parent's or spouse's insurance, you will need: a. Insured's full name b. SSN c. DOB D. Verify insurance elgibility/authorization prior to confirming appointment E. Check-out Properly 1. Insure diagnosis codes are marked. Never, ever mark diagnosis codes Must be marked by doctor 2. Insure charges are marked 3. Add-up charge sheet and compare against computer charges F.Appointment Scheduling 1. Have printout of schedule readily available 2. Mark time blocks for exams "exams" and checks "checks" 3. Always get full name and home and work number. If child get parent's work number G. Recalls and Pre-appointing 1. Pre-appoint when patient checks out 2. Give appointment card 3. Recalls rely too much on patient calling for appointment

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4. Recalls or Pre-appointment letters should be mailed each month. a. some offices mail weekly b. if using recalls, there will usually be heavy call volume following mailing c. appointment slots may fill-up d. Weekly mail-outs seem to spread load H. Statements 1. Mailed each month on same date each time 2. Only balances should be patient's deductibles or any other unforeseen insurance denials. 3. All services should be paid when rendered 4. ½ materials to order and remainder to pick-up I.Insurance Responsibilities 1. Already covered much of this 2. Verify prior to confirming appointment 3. Make copy of insurance card upon arrival (giver card back) 4. Create claim for patient when checking out a. make sure all patient payment responsibilities have been met before filing the claim b. this insures patient has met financial obligation and has a vested interest in the purchase

FRONT OFFICE PROCEDURESI.Introduction A. Answering phone, checking in, checking out may not seem glorified B. However, orderly processing is necessary C. Appointment scheduling keeps patient flow consistent and revenue flow consistent D. First and Last Impressions take place in the Front Office II.Importance of that position A. First contact with patient 1. Phone (inquiry, scheduling appointments) 2. Enters office a. smile, greet b. assist, direct B. Flow of Patients 1. Check-in 2. Pass to Pre-tester 3. Check-out after completion in Optical a. Last Impression b. Big part of whether or not will be a long termpatient III.What Are Your Responsibilities A. SMILE!!!!1. Smile on the phone. Good phone etiquette 2. Greet, "Good morning/afternoon…" a. Look up from your work b. Do not make patient stand at window or counter 3. Assist…"Can I help you?" Don't Forget, SMILE!!!!4. Direct a. Depending on the patient's needs instruct them at each step b. Use their name c. Give them Patient History d. Get Insurance Card

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