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Is Your Front Office Driving Customers Away?


Last week, I called a doctor’s office to schedule an appointment. She’s a specialist and highly recommended, which is why I had first seen her several years ago. I called for a specific reason, rather than a routine check. It didn’t matter. It required two transfers and intervals on hold before someone talked to me. This person never asked why I wanted an appointment. Instead, she immediately made it clear that I was an inconvenience. I hadn’t seen the specialist in a while and thus, my records were “on the old system” which was inaccessible to …

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