The Importance of Efficient Front Desk Operations in Ophthalmic Practices

Front desk operations are often the first point of contact for patients in ophthalmic practices. These interactions set the tone for the patient experience and play a critical role in shaping a practice’s reputation. One of the most significant challenges many practices face is managing incoming patient calls, particularly from new patients. Every missed call isn’t just a lost opportunity for new business—it’s a potential dent in a practice’s bottom line and a strain on relationships with referring doctors. 

Missed Calls = Missed Revenue 

Studies show that healthcare providers often miss up to 30% of inbound calls, a significant portion of which are new patients seeking appointments . Each missed new patient call can lead to the loss of future appointments and long-term patients. These patients often turn to competitors if they cannot reach someone at your practice. This immediate loss in revenue is compounded over time, as the lifetime value of a new patient is substantial in ophthalmology. 

Strain on Referral Network Relationships 

In addition to lost revenue, missed calls can strain relationships with referral network partners. Ophthalmic practices rely heavily on these partnerships to bring in a steady flow of patients. When new patients are unable to schedule an appointment because the front desk misses a call, the referring physician’s trust in your practice can weaken. Keeping the front desk efficiently managed and ensuring every patient call is answered is crucial to maintaining a strong, reliable referral network. 

Phone COA’s Scheduling Assistance Service 

At Phone COA, we understand how vital it is to ensure every call is answered. That’s why we’ve launched our Scheduling Assistance Services, specifically designed to help ophthalmic practices never miss an incoming patient call. By answering and handling appointment requests, we help practices avoid lost revenue and ensure their referral network partners stay confident in their reliability.