Front Desk Tracks

Patient Communications & Service Recovery Track

Outcome: Fewer complaints and stronger patient retention through consistent communication and issue resolution

Includes: tone + scripting standards • late policy messaging • wait-time communication protocol • escalation tree • refund/redo governance (if applicable) • follow-up messaging templates • review request rules (when appropriate)

Prevents: negative reviews • churn from poor communication • team conflict at the desk • uncontrolled refunds • recurring service failures

Front Desk — Records Requests & Referral Coordination Track

Outcome: Faster records/referrals handling with less disruption to the schedule

Includes: records release workflow • referral intake checklist • outbound referral packet standard • inbound referral scheduling rules • tracking log • follow-up cadence for missing info

Prevents: lost referrals • delayed care • admin rework • patient frustration • compliance gaps