I was wondering if you had a recommendation for a book on team-building exercises and/or customer service training games (with a “patient service” angle).

For team building, I recommend Patrick Lencioni’s “Overcoming the Five Dysfunctions of a Team,” as well as his other books. They aren’t specific to practices, but they are totally on the money. For the other, Medical Group Management Association (MGMA) publishes “Star Studded Service: 6 Steps to Winning Patient Satisfaction.”