A chaotic front desk does not stay at the front desk. It spills into your schedule, your collections, your case acceptance, and your stress level as the owner.
In this episode, Kiera Dent and I break down a common mistake owners make: rewarding activity instead of outcomes. A team can be busy all day and still leave you with holes in the schedule, messy AR, and too many missed opportunities.
A few practical takeaways from this conversation:
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Measure outcomes, not just activity
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Give each front office role one or two clear KPIs
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Use quarterly spot audits to stay informed without micromanaging
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Solve gaps with training and clarity, not frustration
If you've ever walked to the front after a block opened in the schedule and thought, what is everyone doing, this episode is for you. Listen in for a simple way to lead the front desk without becoming the billing, insurance, and scheduling expert.
P.S. If this episode resonated and you want more support as you work on your front desk systems, leadership, and team accountability, we have a free community for practice owners who want to lead with more clarity and confidence. Inside the Hero Collective, you will find other owners, ongoing conversations, and free trainings to help you put these ideas into practice.
→ Join the Hero Collective here
