The Evolution of the Front Desk

Registration, patient access, the front desk:

Call it what you will, staff in these positions are vital to the overall success of every federally qualified health center (FQHC). In many cases, these staff members are the patient’s first impression and last point of contact during a visit. Despite that, many FQHCs view this post as an entry-level position, one suited for less experienced or qualified staff and the first step towards healthcare administration.

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Changing Demands

Front desk staff are now expected to handle more complex tasks related to insurance verification and patient engagement due to shifts in healthcare reimbursement models and insurance plans.

Importance of Customer Service

Exceptional customer service skills are crucial for front desk staff as they play a pivotal role in shaping the patient experience.

Multi-Tasking Skills

Front desk personnel need to efficiently manage various responsibilities simultaneously, including answering phones, verifying insurance, and guiding patients.

Knowledge of Insurance

Front desk staff must possess a strong understanding of insurance eligibility and benefits to ensure accurate billing and payment for services.

Challenges of Unskilled Staff

Hiring inexperienced front desk staff can lead to frustrated patients, increased claims denials, and high staff turnover, negatively impacting the practice’s financial health and reputation.

The Evolution of the Front Desk