Many will say the main culprit in this example of discord between the front and back sides of the practice is the appointment book. However, these types of disagreements are often rooted in the practice culture, poor communication, a lack of understanding of each side’s role in client service and patient care, and even leadership errors. Is there a “dance” around asking for permission, tiptoeing around those who will say no in favor of someone who will say yes? Communication is vital to patient care, client service, and team performance. Think about the team’s different roles—nurses give full attention to patient care, whereas CSRs focus on client service.

Source: Forbes April 20, 2023 17:05 UTC