Tip #3: You can’t teach and train for every possible situation.
When a new hire is training there is so much to go over: check-in procedure, referral process, call-backs, common phone questions, absolute emergencies that need to be seen (triage process), the way each doctor likes charts prepped (we have over 20 doctors at DoveLewis to keep track of!) and the list goes on. It is impossible to detail every situation a new hire will encounter. Instead, I work to arm the new receptionist with the knowledge of where to go to find answers to their questions once they're on their own. We have several binders at our front desk for easy access to the most common questions, as well as resources on our intranet and helpful websites bookmarked on each of the front computers.