How To Write A Sample Of A Receptionist Analysis

Introduction
My principle analysis is to see if good customer service and relations create a great outcome for the patient. There are many Surgery Centers in the area of Lake Mary. Many of those surgery centers are experiencing a low case volume. I am wondering if that has to do with poor customer service. I will be observing the interactions between our receptionist and our patients on a very busy day.

Background
We are a multispecialty surgery center that does four hundred cases a month. The patients expect a certain level of customer service. The lifetime value of the customer, which is the present value stream of future profits expected over a customers lifetime of purchases (Contemporary Selling p.62). This means that
She acknowledges every patient that comes in and asks for his or her name. She has a smile on her face and is looking at the patient making eye contact. The facility today has forty-two case scheduled which means that it will be a very busy day. The receptionists is sitting upright and facing the front door to happily great the patients as they are coming in the door. The patient line starts to grow but she gives each individual the appropriate amount of time to ask questions. A patient comes in and is not happy that they have a balance that is do but were not informed. The receptionists explain that the deductible has not been met and a balance is owed. The customer is still not very responsive to the payment and asks to speak with management. The patient is now causing the patient line to grow and others are getting frustrated. The receptionist asks the patient to step to the side while the accounts payable person is called to speak with the patient. The receptionist apologizes to the remaining patient and moves them right along through checking in process. The receptionists never blew off the patient but instead gathered more information for the patient. The patient account person explains to the patient that a balance to the facility is do and why. The patient understands but does not have the funds to pay for the fees. The patient is was given a payment option they could afford preceded
Technology can get expensive but the increase in productivity could offset the cost. Managing the staff more efficiently. I think a directive leader style is most appropriate in this situation where the authority needs to be centralized, work needs to be dictated, in unilateral decisions, and participation needs to be limited (Practicing Leadership p.67). I would restructure the use of the front office staff to better utilize the strengths and weaknesses they currently have. During the high traffic times when patients are coming in I would have the staff all working together to check in all the patients therefore increasing productivity. All the staff should be trained in other areas of the office incase a person is out sick or if a coworker needs help. Assembling the correct group of people is essential to the environment. The employ that was observed added much needed value to the customer care. The employee did a great job handling the large number of patient that came in that day. The employee could do