Dental receptionists and office staff are the first people to see patients and are relevant representatives for your business.  Ensuring that they are properly trained in general office techniques will give them the confidence and ability to handle all tasks required, even during the busiest times.

All staff members should be fully familiar with your telephone system and able to answer and transfer calls, as well as take accurate messages.  Develop a uniform message system, whether it is automated or manual.  Your staff should be well-versed in scheduling appointments and general billing procedures.  When your staff is capable of handling all the basic office functions, they will be less stressed during times when the waiting room is full.

Although dentists make every attempt to stay on schedule, there are times when that is not possible.  Every staff member should have a clear understanding of the situation and be informed when you are running behind.  As the waiting room fills, a smile and a few words of reassurance that the dentist will be with the patients soon can offset the tension.  Honesty is the best policy and patients feel less anxious when your staff conveys the situation to them in a polite, pleasant manner.  The staff can also use the time to schedule future appointments, address billing inquiries and ask clients if they would like look over pertinent literature about dental procedures.  With training, good communication and practice, your staff will display grace under pressure in any situation.