Website Optimization Can Reduce The Burden On Office Administration

by | May 23, 2020 | Blog, Customized Practice Solutions, Medical Practice Management Consulting, Strategic Planning

Your website is the only place on the internet where you have full discretion over the content. Use your exclusive domain to your advantage! Reduce the administrative burden of incoming calls so that staff members can remain present to the patients currently at your practice.

Here are several must-haves to include on your website:

How to Enroll in Your Practice’s Patient Portal

Increase adoption by providing a step-by-step guide on how to enroll in your patient portal.

Access to the Patient Portal

Provide a link that directs patients to your patient portal.

Online Payment

If you accept payments via a patient portal, provide education on how patients can pay their balance. Alternatively, you can integrate a payment solution to accept online payments.

Online Intake Forms

Convert all intake forms to DocuSign PowerForms that patients can complete before their visit. Patients will appreciate the added convenience. Some EHRs now offer this capability as well.

Online Scheduling

Similarly, your EHR/PM may offer this capability. If so, provide patients with instructions on how to book an appointment. Otherwise, consider adding Acuity Scheduling Powerhouse, which offers HIPAA-compliant scheduling and intake forms.

List of Surgeries Performed

Provide a comprehensive list of diagnoses and procedures your providers perform.

Prescription Requests and Refills

How does a patient submit a prescription request?

Test and Lab Results

Define how your practice communicates results to a patient.

Accepted Health Plans

What insurance carriers do you accept? To avoid confusion, explicitly state health plans within those carriers that you do not take.

Physician and Staff BIOs

Qualify the professional credentials of your physicians. Humanize employees and providers by listing a fun interest or hobby that they occupy outside of work. This supplemental information can help patients relate to the practice on a personal level.

Contact Information

Provide an email address and direct line for billing, office administrator, surgical coordinators, scheduling, and nurses.

Office Hours

Detail regular business hours, holidays observed, and any days the practice is closed. Update this section monthly to avoid inaccuracies.

Directions to Your Office

Make it easy for a patient to visit your office. Identify landmarks near your office that patients should look for while driving. Provide exit ramps, public transit stops, and intersections that patients can reference during their commute to your practice. Additionally, offer directions to navigate through the building.

Patient Education on Pre- and Post-Op Procedures

This section is not medical advice but merely a helpful guide. What are the DOs and DON’Ts for a patient undergoing each of the top five procedures at your clinic?


Use this area as a catchall for helpful information that doesn’t neatly fit into any of the previous sections.

The content above covers many common reasons a patient may contact a receptionist at your practice. However, this is not an exhaustive list. Instruct receptionists to track the basis for a patient’s call over a three- to four-week period. Determine whether you can address these reasons through additional content on your website.

It is unrealistic to assume you can eliminate all calls. However, even reducing 10-20% of call volume frees up a significant amount of time during the day. Consequently, staff members can use their newfound capacity to deliver a higher level of patient service and perform other unfulfilled tasks.

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