Staff Productivity

March 1, 2004

How can I measure the productivity of my registration staff?

Question: How can I measure the productivity of my registration staff?

Answer: Each staff member works approximately 420 minutes per eight-hour workday, (accounting for coffee breaks, interruptions, restroom breaks, etc.). The average receptionist should be able to handle about 60 to 80 patients per day; that equates to six to seven minutes per patient. To check this, clock the time it takes your staff to process a registration. Clock 30 registrations, and average the time per registration. Be sure to evaluate new and established patient registrations, since the former takes a lot longer than the latter. Of course, if you have pre-visit registration processes in place, which are recommended, the productivity of your on-site receptionists should double or even triple.