Operations
Staff & Operations
Checklists, policies and standard operating procedures for a medical front desk — the practical documents a practice manager needs.
The front office runs on documents that mostly do not exist: an opening checklist that lives in one person's head, a no-show policy nobody has written down, a referral process that varies by who is covering.
These are the practical ones, written to be used rather than filed. Each ends with an honest note on which parts are worth automating and which are simply worth writing down.
Daily
Front Desk Opening Checklist
What has to be true before the first patient arrives.
Daily
Front Desk Closing Checklist
What has to be true before the last person leaves.
Service
Handling an Angry Patient on the Phone
A repeatable approach for the call nobody wants.
Service
Medical Front Desk Phone Standards
How the practice sounds, written down.
Compliance
HIPAA at the Front Desk
The privacy rules that apply where patients can hear each other.
Policy
No-Show Policy Template
A policy you can actually apply, with the parts that need a decision marked.
Money
Insurance Verification Checklist
What to confirm before the visit, in the order that matters.
Money
Prior Authorization Checklist
What to gather before you submit, so it is not returned.
Process
Referral Workflow SOP
From referral received to patient seen, with owners at each step.
Process
Records Request SOP
A defensible process for releasing records.
People
Front Desk New Hire Onboarding
The first two weeks, in an order that builds competence.
Measurement
Front Desk Metrics Worth Tracking
A short list that reflects how the front office is actually doing.