Define Your Role

Let’s begin by defining your role and how important it is. Ultimately, very important. You’re often the very first impression that a patient has, whether it's over the phone or in person. Remember, people remember people. Granted, it's a given that we want to be welcoming at all times during our patient experience, but it is often the simplest things that we do that are so important in providing an excellent patient experience. This would include the simple notion as remembering to look up and smile and greet every patient that walks through your front door in a timely manner. It’s easy to get caught up with the multitude of tasks that we have to do on a daily basis and to don't forget to do this, one of the most important things that we can and that is to smile and greet. Remember, people remember people.