Does your practice sometimes feel a little chaotic? You’re not alone.

Each week in Calm the Chaos, I share actionable strategies, real-world stories, and simple tech solutions to help you take control and create a better experience for your patients and team.

Today’s focus is on how a well-intentioned phrase at the front desk can erode trust, cost you revenue, and damage your reputation and how to prevent it.

STORY TIME:

When a Patient Promise Backfires

BEFORE THE FIX

A patient called to schedule an appointment. The front desk, trying to be helpful, said, “You won’t have to pay anything. Your insurance looks good.”

The patient showed up, received care, and later received a surprise bill. They were upset, left a bad review, and never returned.

THE SOLUTION

The team adopted this script:

“Based on what your insurance has told us so far, you may need to make a payment at your visit. We will confirm your benefits and estimate your out-of-pocket responsibility for you before your visit.”

THE RESULTS

✓ Patients arrive informed and prepared

✓ Billing complaints drop to nearly zero

✓ Online reviews improve as patients feel respected and in-the-know

ACTIONABLE TIPS FOR THE WEEK:

Three Steps to Protect Trust and Revenue

1️⃣ Use Conditional Language

• “Based on what we see” or “From what your insurer shows”
• Avoid absolute promises you can’t guarantee

2️⃣ Build a Quick Verification Workflow

• Have a VA or staff member check eligibility 48 hours before each visit
• Update the patient about any expected balance

3️⃣ Script and Role-Play

• Keep a shared script document for front desk staff
• Practice common scenarios in weekly huddles to reinforce the correct phrasing

One small phrase change can be the difference between a patient who feels misled and a patient who feels informed.

TANIA'S TECH TIPS:

Tool Highlight: Shared Script Library

✓ Use Google Docs or your knowledge base to store front desk scripts in one accessible place

✓ Lock the document for editing so only managers can update it, ensuring consistency

WHAT I’M READING:

The Success Principles by Jack Canfield

One powerful lesson is Principle #19: Use Feedback to Your Advantage. Jack Canfield reminds us that feedback is the breakfast of champions.

➤ In our story, that negative review was a wake-up call to update the front desk script

➤ When your team treats every patient comment, positive or negative, as a chance to refine workflows, you turn complaints into opportunities for improvement

SMALL CHANGES, BIG RESULTS

If you’ve ever cringed at what was said at the front desk or wished everyone communicated like your best team member, now is the time to fix it.

Everyone’s a VIP: Mastering Patient Communications for Excellence gives your staff the exact language, scripts, and practice they need.

TRAIN THE TEAM

P.S. If you are having a hard time finding “Superstars” to work on your team, watch this video from my recent masterclass → Watch the Replay