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Hire a “Nice” Receptionist

Avoid the dictator, the “too casual” dresser and insidious staff infections.

JACK RUNNINGER, O.D.

“My patients’ treatment begins with my receptionist’s smile,” says Dr. Oscar London in his book, Kill As Few Patients As Possible (Ten Speed Press, 2008). But after pointing out some of the problems of a too perfect receptionist, he advises his younger colleagues:

“Try to find a nice receptionist, but don’t overachieve.”

Like all humorists, Dr. London (the pseudonym of an internist) exaggerates for effect. But he does remind us of the importance of the receptionist as the gateway to your practice. Yet I imagine that you (as have I) probably have hired at least one who wasn’t exactly the brightest star.

Returned Mail

► Dr. Sean Alexander, Alpharetta, Ga., tells of having a young receptionist who couldn’t figure out why the practice received so much returned mail. He pointed out that it might have something to do with the fact that she had put the return address labels in the middle of the envelopes, and the destination in the upper left hand corner.

► We announced that Friday would be “Casual Dress Day,” said neurosurgeon Dr. Paul Ferguson head of a clinic in Rome, Ga. “One of the receptionists showed up in a mini-skirt and tank top. We felt that was a little too casual, so to the disappointment of the male physicians in her department, we sent her home.”

“It’s my decision to make!”

► Of course, the perfect receptionist also needs to be a good diplomat and get along with patients. Dr. By Newman, San Diego, Calif., told me of the receptionist who wasn’t a great example. He discovered she was arguing with patients over appointment times, never giving them the exact time or date they wanted even when it was available. “I’m not going to let them dictate to me when they can come in!” she proclaimed.

► When I first started practice, my senior partner showed me how being a receptionist was an art. “Can I see Dr. Williams?” someone once came in the office and asked our receptionist.

“No, he’s busy,” she replied. Dr. Williams heard her and later told her how a much better answer would have been, “Why yes, he’d be happy to see you! He’s with another patient right now, but he could see you at 3:15.”

Need quick thinkers

► Dr. Damian Smith, Melbourne, Australia, former president of the World Council of Optometry, advocates finding a receptionist who is a quick thinker. He told me of an airline agent he wished had worked for him:

“I have to be on this flight and it has to be first class!” a belligerent passenger rudely interrupted her.

“I’ll be happy to help you as soon as I’m finished with these folks,” said the agent.

“Do you have any idea who I am?” he roared.

The agent grabbed her public address microphone and announced, “We have a passenger here who does not know who he is. If anyone can help identify, please come to Gate 14.”

One more

One more quote from Dr. London: Whenever he hires a new receptionist, he says he always watches to make certain the receptionist doesn’t suffer from that most insidious of staff infections, “Fear of Filing.” OM

JACK RUNNINGER, OUR CONSULTING EDITOR, LIVES IN ROME, GA. HE’S ALSO A PAST EDITOR OF OM. CONTACT HIM AT RUNNINGERJ@COMCAST.NET.