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The front desk staff is the single most important element of every physical therapy practice.
The training you provide your front desk staff makes all the difference between stability and unpredictability in patient experience, and to your bottom line.
The other day, I talked about one HUGE revenue train that every PT practice faces: cancellations. (Missed that video? Check it out here.)
Cancellations translate into wasted time and whole lot of lost revenue. PT practices of all sizes lose thousands of dollars every month from patient no-shows and last-minute cancellations, drastically reducing revenue and causing cash-flow headaches.
At Practice Freedom U, we know how essential cross training is to a successful, revenue-capturing front desk, and we work with practice owners and managers to help them implement the most effective training tools for their practices.
I’ve talked about the benefits of cross training for increasing productivity and efficiency, and reducing errors.
Let’s dig a little deeper, and look at some of the powerful, underlying ways that cross training can transform the way your front desk works and how well—and profitably—your practice runs.
- Cross training turbo-charges teamwork
Cross-training gets your staff out of their individual silos and working together. It creates a sense of collective mission and responsibility, where success is shared.
You hear me talk a lot about your practice’s vision—and how essential it is for your team to understand and embrace it. Cross-training is one tangible way to make that happen. Interested in creating a workplace culture where employees all have each other’s backs and are focused on achieving your goals? Cross-training plays a huge part in helping you get there.
- Cross training helps you identify and develop managers
Cultivating managers is a critical step for every practice, no matter its size. Wherever you are in your practice’s lifecycle, developing managers is how you’ll grow. The leaders and leaders-to-be in your practice need to understand the scope of work that goes into making your practice run consistently well.
Cross-training gives your staff organic, hands-on knowledge that’s essential for leadership and management. Smart practice owners pay close attention to how staff members respond to cross-training. Those employees who respond with interest, curiosity, and drive, who seem to thrive in the collaborative culture you’re creating? They’re your in-house management prospects. Invest in their commitment to your practice, by getting them the training and support they need to grow with you.
- Cross training creates sustainability
When you cross train your front desk staff, you create a team of people with shared knowledge and skills, all tailored to making your practice run well, day after day, week after week, no matter what curveballs come your way. (And you know those curveballs are coming.)
No one person on that team is indispensable. At the same time, everyone has greater value.
Cross-training employees is a physical therapy practice owner’s most aggressive protection against the unpredictability that too often goes hand-in-hand with small business ownership.
Cross-training takes you from person-dependent to process-dependent. And THAT is the key to a sustainable business, one that’s primed and poised for steady, consistent growth. The sustainability you create through cross-training your front-desk staff pays off for you today, in reducing errors and cancellations. This training also delivers huge value-boosting benefits down the road, when it’s time to sell your business.
Cancellations are a lose-lose, for both your patients and your practice. Ready to learn how to reduce your cancellation rate and see more of your patients right on schedule?
Set up a no-obligation appointment to speak with me. During your free 45-minute call, we’ll talk about some of the simple ways you can generate more patient visits and increase your revenue.