Patient and Practice Success in Healthcare Begins at the Front Desk
Presented by Jerry Durham
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Healthcare practices often struggle to align patient care with operational efficiency, resulting in fragmented experiences and missed opportunities for both patients and healthcare providers. One of the most overlooked yet impactful roles in this equation is that of the front desk team. As the first point of contact, they set the tone for patient engagement, trust, and long-term satisfaction. This course examines the crucial relationship between front desk operations, patient satisfaction, and overall business growth. Designed for front desk professionals, managers, and providers in outpatient clinics, this course provides a comprehensive framework for understanding the patient journey, crafting exceptional patient experiences, and implementing efficient systems. Participants will gain actionable strategies to enhance team collaboration, improve communication, and create a seamless patient experience that ultimately drives business success.
Learning Objectives
- Define the key stages of the patient lifecycle
- Identify how each team member’s role influences patient satisfaction, engagement, and outcomes
- Identify strategies for creating a cohesive and personalized patient experience by aligning team efforts, optimizing communication, and addressing patient needs effectively
- Determine streamlined workflows and scalable systems that enhance team collaboration, improve operational efficiency, and support consistent delivery of high-quality care
To elevate healthcare outcomes and operational excellence, Course 1: Patient and Practice Success in Healthcare Begins at the Front Desk is designed for leadership and front-desk teams, while Course 2: Front Desk Impact on Patient and Business Success in Healthcare Practices focuses specifically on empowering front-desk staff.
Meet your instructor
Jerry Durham
Jerry Durham is a speaker, author, and consultant with a singular passion for leveraging the entire practice team to improve patient outcomes while driving revenue through better sales processes. With 32 years in physical therapy and healthcare, along with 20+ years as a business owner, Jerry has honed his expertise in…
Chapters & learning objectives
1. Understanding the Patient Journey
A well-structured patient journey is key to creating a great patient experience and achieving long-term success. This chapter explores the patient lifecycle as an interconnected system, demonstrating how each phase impacts patient satisfaction and practice outcomes. By understanding this journey, healthcare teams can proactively address common challenges such as cancellations, no-shows, and billing issues, leading to greater patient retention and improved business performance.
2. Designing Exceptional Patient Experiences
An exceptional patient experience doesn’t happen by chance—it must be intentionally designed and implemented. This chapter defines what constitutes a great experience and outlines key strategies for building trust, managing expectations, and reducing patient fear and uncertainty. Participants will learn how to create a structured, repeatable experience that aligns with patient needs and enhances engagement, ultimately fostering loyalty and long-term practice success.
3. Building and Implementing Efficient Systems and Processes
For a practice to thrive, every team member must understand their role in creating a seamless patient experience. This chapter focuses on developing and implementing systems that drive both patient and business success. Participants will learn how to align team goals, establish key performance indicators (KPIs), and optimize workflows to ensure consistency in care delivery. By integrating these systems, practices can enhance efficiency, improve patient outcomes, and create a sustainable model for growth.
