Front-desk scripts
ProblemFront-desk staff handle billing questions, delays and upset patients without a script.
Situations: doctor running 45 min late, patient disputes bill, insurance not accepted
Delay: 'I'm sorry — Dr Rao is running about 45 minutes late. You can wait, step out and we'll call you, or rebook at no charge.'
Avoid: 'It's not my fault.'
Escalate: any mention of a medical emergency → call the nurse immediately.
Immediate resultScripts for common front-desk situations: delays, billing questions, insurance, complaints.


