Front desk work specifications and core skills

1. Reception procedures at the front desk

Organize your mood → greet the patient → prepare for action (stand up with a smile) → greet → ask for initial follow-up consultation → help with registration → triage doctor → Guide the patient to rest in the waiting area → take a magazine and pour water → notify the health consultant or clinic doctor → lead the patient to the clinic in the waiting area → return to the front desk to prepare for greeting → stand up when the patient leaves → smile → use greetings

2. Front desk reception service specifications

(1) Be prepared for reception at the front desk

The five basic etiquette spirits are expression, greeting, tone, reception, business image, appearance and clothing.

(1) Psychological preparation: Be energetic and energetic to welcome the new day.

(2) Action preparation: Check yourself against the behavioral norms, wear uniform work clothes, be neat and orderly, wear a brand name, have neatly styled hair, be enthusiastic, smile, and stand in a standardized manner.

(3) Inspection preparation: Whether the work area is clean and tidy, keep the work area clean and neatly arranged, and ensure and verify the performance and working status of each item. And turn on audio-visual equipment, air conditioning and other equipment in the clinic area as needed.

(4) Information preparation: Prepare relevant information and documents, log books, triage books, etc. and place them on a conspicuous and easily accessible desktop. Turn to the filling page and prepare a special pen. It can be filled in at any time to facilitate timely recording.

(5) Plan daily work and its content. Pay attention to the day's work priorities according to the work plan assigned by the supervisor.

(2) Welcome at the front desk

(1) Importance: "The moment of sincerity", when patients first contact service staff, they will establish a first impression, which is important for determining the quality of the outpatient clinic (hospital). Professional service image plays an important role and sets the tone for subsequent work. It can even reduce patients' price sensitivity and increase additional consumption, thereby increasing the amount charged per order.

(2) Position: Stand on the left side of the guidance table, with your hands stacked in front of your abdomen. After the patient enters the door, stand on the right side of the patient.

(3) Expression specifications: Smile when the patient approaches, greet the customer with your eyes, and nod actively.

(4) Action specifications: When a patient enters the clinic, stand up immediately, smile, and use greetings. Stand on the right side of the patient and indicate with your right hand to register at the front desk. When the patient leaves, he should stand up and say "walk slowly". On rainy days, he should take the initiative to go to the door and help the patient put away his umbrella.

(3) Greeting and confirmation

Mainly ask two questions: The first question: "Hello! (Ms.), is this your first time here?" Distinguish between initial diagnosis and treatment and returning patients. "Do you have an appointment?"

If it is a first-time patient, say: "I'm sorry, may I ask your last name?" "I'm sorry, what should I call you?" What's wrong with your oral cavity? "And be careful to say "Okay, (Ms.), please wait a moment, I will help you register."

If you are here for a review or follow-up visit, just say: "You can just register directly." , please go directly to Dr. ×’s clinic, okay? ”

(4) Triage specifications

The front desk receptionist should be aware of the daily triage situation of doctors, and should be familiar with which doctors are treating patients and which doctors are not accepting patients. Guide them in time. Register as a first-time patient.

(1) Understand the situation: Hello, "What oral problem do you want to solve?" ”

(2) Basic patients are directly triaged to doctors, and basic items are divided into: treatment, tooth extraction, tooth cleaning, periodontal disease, and oral ulcers.

(3) Patients with special needs Register first and then assign it to a health consultant for oral examination, such as missing teeth, residual roots, uneven teeth, etc.

(4) Recommending doctor: "Okay, I will help you arrange it now based on your situation. doctor. "Our doctor ××× is very experienced in this field" and began to introduce the doctors and their specialties.

(5) Triage registration: Please fill in the information card and I will register for you so that I can arrange a doctor for you. We have arranged a doctor for you, you are the ×th one.

(6) Instruction: "Ms. Get a newspaper. Go to the coordinating clinic and ask about the waiting time.

(5) Waiting standards

(1) The purpose and standards of waiting.

On the one hand, the patient is waiting. In the warm, elegant and comfortable waiting hall, you can feel a kind of spiritual care, relieve anxiety and irritability, and increase your confidence in curing the disease; on the other hand, you can make full use of the waiting time, understand the situation, reflect our professionalism, confidence, and reliability , resolve patients' doubts and gain trust; provide useful information for doctors to make personalized diagnosis and treatment plans.

Pay attention to the layout of the waiting environment, prepare and organize books, newspapers, audio-visual materials, greet patients from time to time, and chat with purpose. Understand basic information, briefly ask about medical history and basic conditions. Appropriately introduce the features of the clinic to show concern

(2) Service specifications in the waiting area:

1) Talk to patients. Keep the body at the same level.

2) Help patients choose their favorite magazines or newspapers according to different ages and genders.

3) Help patients pour water according to the temperature or patient needs. , drinks, tea. The water level should be 2/3 of the cup, not too full

4) The label of the cup should be pointed at the patient, and the hand should not touch the mouth of the cup

4) Do not use it in the waiting area Call the patient's name loudly, walk to him and bend down to talk quietly.

(6) Leading standards

1. Leading: Walk in front and to the left of the patient, and always pay attention to whether the patient is following. When turning, you should turn around and use gestures to guide you. Generally, you should walk at a moderate speed. In narrow or crowded places, you should slow down appropriately. Walk along the side in an open area. If you walk in the corridor, walk on both sides. If there is a patient approaching, you should walk on both sides. Be courteous, smile or say "hello". If you do not get close to or overtake the patient, and you feel that the patient coming behind you is moving faster, you should take the initiative to avoid the patient and apologize politely during the process of leading. , you can learn more about the patient, and appropriately introduce the characteristics of the outpatient specialists, advanced equipment and service procedures, etc.

2. Guidance: When giving directions to the patient, you should spread your thumbs together and point to the other person warmly and politely. , do not use your index finger to guide.

3. Payment: If you find that the patient is still confused or hesitant when paying, you should take the initiative to explain, "Do you have any questions for me?" Help? " and answer the questions. If the effect is not great, you should emphasize, "Let's ask Dr. ** to find out, okay? ” and take him to the first-patient doctor at the same time.

(7) Handover to the doctor

After the doctor has treated the previous patient and invites the next patient to enter the consulting room, Pass the more important information discovered during the contact with the patient to the first-visiting doctor: "Ms. "Lead the patient to the consulting room, introduce to the patient "This is Dr. > 3. Precautions for receptionists at the front desk

(1) When serving patients and there are other urgent matters, you should say to the patient: "I'm sorry, please wait a moment, I need..."

(2) When multiple patients come over at the same time, say: "Hello, please wait until I finish answering this question before serving you?" Please wait. "Nod to say hello to other patients.

(3) When patients are dissatisfied, be patient and comfort them and do not argue with them: "Hello, Ms. ×, please forgive us for our poor service. ", "Sorry, thank you for giving us your valuable advice."

(4) After handing over the patient to the doctor, you should immediately return to your post and promptly record the information you just obtained and when the next step will be. What needs to be done. Fill out the initial consultation form and wait for the next patient to come or leave.

(5) The front desk receptionist must have keen observation skills, which refers to the maintenance of the entire medical treatment order at a macro level; and the meticulous work for each patient at the micro level. After the first-time patient comes out of the clinic, he or she may have thoughts about the treatment items prescribed by the treating doctor: "It's too expensive, is it necessary to order so many orders?" These thoughts will cause the patient to leave the outpatient clinic (hospital) directly and have no idea about the doctor's treatment. If you ignore it, the so-called "running order" phenomenon will occur. At this time, the front desk receptionist should be aware of the subtleties, discover the signs in time, take remedial measures according to the situation, and assume the responsibility of the "last hurdle". At least he should find out the reason why the patient left and feedback the information to the doctor for future treatment. We strive to make improvements in our work and reduce the occurrence of similar phenomena.

(6) Another important function of the front desk receptionist is to help maintain a good and smooth diagnosis and treatment order, make timely and appropriate responses and countermeasures to abnormal phenomena in the waiting queue, and maintain a good and harmonious medical treatment. environment.

(7) If it is found that the doctor does not follow the procedures and procedures during the reception, the receptionist has the obligation and responsibility to raise the issue with the doctor or report to the management staff.

(8) If a certain receptionist is unable to receive the patient, another receptionist will first help to receive the patient, and then the patient will be treated in the normal order.

(9) If the patient expresses distrust towards the doctor receiving the patient at the time, the receptionist should respond promptly and report to the management staff to implement the referral.

(10) Communicate and execute according to work procedures during the reception. Occasionally, there is no contradiction in topics outside the procedures. Processes and procedures are the backbone, and topics are branches and leaves.

4. Observations that an excellent receptionist should make:

(1) After the initial treatment of the patient is over and the patient is sent away, he should naturally ask: "Is the treatment over? How do you feel? "How is it?", the patient should give an encouraging and affirmative tone from the aesthetic point of view. and report patient feedback to supervisor.

(2) The patient quickly came out of the clinic with a displeased face, asked the patient why, and made prompt remedial measures to reduce the negative impact and avoid the loss of patients.

(3) If you complain about the high cost after paying, emphasize the necessity of treatment and the expertise of experts, so that patients can have a psychological balance and feel that it is worth the money. Contact supervisor promptly to report patient dissatisfaction.

5. Tips for answering the phone

When answering the phone, you must also pay attention to the necessary etiquette and certain skills to avoid misunderstandings. In daily work, the language used on the phone is very important. It is an important factor in establishing the patient's first impression of the hospital;

In daily life, we can also roughly judge the character and personality of the other party through the phone. The correct use of telephones will help improve the credibility of the outpatient clinic (hospital) and create the best image. If we can put ourselves in the patient's shoes when using the telephone, it will promote the development of the hospital.

Frequently use polite expressions such as "Hello, thank you, please, sorry, please wait".

6. Etiquette for making and receiving calls

When you pick up the phone receiver, smile (your voice also has an expression, just like a bright face with a smile). If you are tense Your face and voice will become cold (put a mirror next to your phone). A friendly and gentle voice will immediately make the other person have a good impression of us. Make the other person feel valued. When speaking, the voice should not be too loud or too soft. We should all be enthusiastic, natural, moderate in tone, clear in expression, concise, and polite.

7. Things to note when answering the phone

① Answer the phone not too slowly or too urgently. No matter how bad your mood is or how low your mood is, when you mention the phone, the first thing that comes to mind is smile and kindness.

② Answer the phone when it rings 2-3 times (if it rings more than 3 times, you should apologize: "I'm sorry for keeping you waiting). The rule is no more than three rings.

③ Develop the habit of holding the microphone in your left hand and preparing pen and paper in your right hand

④ Say hello first - introduce yourself ("Hello, --Dental", "What do you need") --- Attention. Keep a distance of about 4 cm between your mouth and the microphone.

Speak into the microphone.

⑤Do not hold chewing gum or other food in your mouth when answering the phone.

⑥If the person the other party is looking for is not in the office, don't say something that the other party thinks is unrealistic.

For example: "He went to eat", "He went shopping", "I didn't see him all day".

⑦Do not use professional terms, colloquialisms, dialects, etc. that the other party cannot understand.

⑧ Do not have ringing phones in the clinic. Patients may also be sensitive to sounds and feel stressed during treatment.

8. Telephone message process

① If the person you are looking for is not available, you should take the initiative to ask the other party if you want to leave a message or pass it on.

② Ask the other party to leave a message (use your left hand to answer the phone, and prepare a pen and paper on your right hand to record useful information at any time).

③Write a message.

④ Verify the accuracy of the message (repeat the content, such as time, location, name of the other party).

⑤ When colleagues or bosses do not answer the phone (you should try to smooth things over and not make the other party feel embarrassed or uneasy).

⑥When the other party calls and needs information or questions that cannot be answered immediately, it is best to hang up first to avoid waiting for the other party.

9. What to say after the call

① Say "goodbye" before hanging up the phone

② Put the phone gently - make sure that the other party has hung up the phone The habit of putting down the phone again, especially when talking to elders, you must wait until the other party puts down the phone before hanging up, otherwise it will be considered rude.

10. What to do if you call the wrong number

Don’t hang up the phone abruptly by saying “You made the wrong call”. You should politely inform the other party that you dialed the wrong number.

11. What to do if the call is suddenly interrupted

When you know the other party's phone number, reply to the other party and explain the reason. Don't let others think that you intentionally didn't answer the phone.

12. What to do if you encounter a salesperson when answering the phone?

Ask him to leave his phone number and contact person. Please do not transfer the call directly.

13. Customers arrive while you are on the phone

In principle, you should entertain the incoming customers first. If the content of the call is important, tell the customer to wait and end the call as soon as possible.

14. Comparison of phone answering skills

×Who are you looking for? √Who are you looking for?

×What’s the matter? √What can I do for you?

X I have already told you that there is no such person. √Sorry, let me check again. Do you have any other information you can remind me of?

×Hold on a minute, I’ll take a call. √Sorry, please wait.

15. What should you pay attention to when making a phone call?

① Before making a call, you should think about the main content of the conversation and make it concise and to the point.

② You should introduce yourself first (report your home address) and confirm the recipient before starting the conversation to avoid embarrassment.

③If you dial the wrong number, be sure to apologize.

16. Choose a good time for phone calls

Usually a call should not be longer than 3 minutes, which is the so-called "3-minute rule."

When making phone calls, try to avoid the time when the person receiving the call is resting or eating, and it is best not to disturb the other person during holidays.

17. Communication skills at the front desk

(1) Words to make the other party feel good when talking on the phone

Positive things are always good, I understand, yes of. (Nasal)

The way to use nasal is, okay, that’s it! OK, I understand. .

I’m embarrassed when I say no. I'm so sorry! I'm really sorry...

If you don't mind...

I'm sorry that I caused you any trouble when I apologized. I really don’t know how to apologize...

You don’t have to be polite when showing humility.

If you say this...

Distinguish the content of precautions

When identifying yourself, introduce your name correctly and speak slower than usual without smiling - "Hello !" (Thank you!) "Hello! I am xx dental front desk xxx"

When the other party does not explain his identity, he formally asks the other party's name - "Sorry (sorry)". call? ”

When transferring the call to someone else, clearly state your name after politely greeting “Hello! The call has been transferred. I'm xxx at the front desk! ”

When the person you are looking for can answer the call immediately, before transferring the call, you must explain the name of the caller and the requirements to the person who answers the phone in advance before transferring. — Hello! Please call the negotiation room. .—Are you looking for xxx? — I’m from ○○○. — I’m from ○○○. I’ll transfer you later. (Repeat) >

If the person you are looking for needs to wait while the other party is waiting, press the music button to avoid making the other party hear noisy sounds. — Sorry, the director of the negotiation room is on the call now, so you can wait a moment. When answering in the affirmative - OK, thank you!

If the call time is very long, do not let the other party wait for too long, take appropriate measures, such as using paper Write down what the other party wants to convey, etc. — Sorry to keep you waiting. The call time for the negotiation room manager is a bit long. Can you please leave your name and contact information? I'll call you after the long call. Is that okay?

If the person you are looking for is not available or cannot be found for other reasons, briefly explain the reason for not being present and how to facilitate the call. Time, you should be responsible after making a record. You can also transfer others, or find other ways to help. Sorry, manager xxx will not be back until about 4:30. If you need to leave a message, I will leave you a message. Please convey it. (After recording the message) I will convey it to you. Thank you! — Hello! I have something to discuss with you about the technician’s items. Hello, my name is xxx. Manager xxx is in charge of mechanical supplies, but he has a budget meeting at 3 o'clock. I am in the same department. I don't know if I can help you.

I will transfer the situation of other subordinates. After briefly understanding the reason for the customer's call, convey the phone number of the relevant department and the name of the person in charge, and then change the phone number. Before changing the phone number, the content of the call should be stated briefly and clearly to reduce the trouble of the caller repeating this. The matter is with xxx from the Materials Department. I will help you transfer your flight now. If you are disconnected during the transfer process, you can call ○○○-○○○○. Thank you for calling us! — (Be sure to contact the responsible person before connecting with the customer. Please briefly introduce the situation. — Thank you! My name is xxx. Are you contacting me about the delivery of materials? (2) Visible communication

Patients have a sense of intimacy, and their expressions determine the first impression. First-time patients are unfamiliar with the clinic, so the reception staff try their best to create an atmosphere of intimacy in a short time. The first impression is formed within 3 to 4 seconds of meeting. They must smile and be polite. , be kind and considerate, dress appropriately, and behave generously

(3) The effect of smiling to communicate

The effect of regulating emotions, regular and deliberate laughter will also make your mood better.

The role of empathy does not mean that the person who just smiles is in a good mood, and the customer facing her will also be in a good mood.

Health-enhancing effect, laughter can make people healthy.

The refreshing effect can add energy to overcome problems for customers who love to smile.

Good impression effect, improve performance, the smile of service staff can improve performance.

(4) Dialogue communication

Attitude: During dialogue, listen to what the other party has to say with a respectful attitude.

Expression: Let the other person feel that you are listening to him or her attentively. Keep smiling and look at the other person with soft eyes.

(5) Key points of dialogue

Moderate dialogue method

Replace negative tone with affirmative tone; replace command tone with persuasive tone.

(6) Types of customer dissatisfaction

Dissatisfaction/complaint/complaint/accusation

18. Reasons for customer dissatisfaction

Tone Bad

Untidy face/clothing

Service against the customer's wishes

Inactive service, delay

Failure to comply with customer requirements Agreement

Outright refusal, indifferent attitude

Wrong and rude attitude

19. Basic psychological needs of customers

Desire for hospital Employees can remember themselves and reduce the sense of strangeness

Desire to be regarded as important and valued by others

Desire to be praised and respected

Desire to be respected by others Welcome

Desire for comfort

Desire for others to meet their reasonable requirements

20. 10 guidelines for dealing with complaining customers

Unconditional Listen, listen until the end.

Don’t have preconceptions, treat things objectively, don’t quibble, and don’t be emotional.

Give top priority, try to shorten the waiting time of customers, and regard customer complaints as an opportunity to improve the image of the hospital.

Handle within the scope of rights and provide appropriate solutions.

Express gratitude to customers.

3 things to remember when dealing with dissatisfied patients.

Change venue, change time, change people.

21. 9 stages of dealing with dissatisfied customers

Quickly accept--apologise---listen--cause analysis--solution--propose a plan--customer agrees- -Apologise again--Express gratitude

22. Language prohibited in the service:

1. Other customers did not say this either

2. You heard wrong No, I didn’t mean that.

3. Take it seriously if I’m joking with you

4. I don’t know, just ask other people

5. This is how we are, there is no other way