This year I have been blessed to work with some truly incredible practices and play a role in their wins! I’m thankful for their trust and for the opportunity to be able to make a difference.

Today, I want to tell you about the team at Atlas Physical Therapy in Glen Burnie, MD. This is a real team of rock stars, and they had two days without cancellations in the last two weeks! We call those ‘Pink Unicorn Days’ because they seem impossible to achieve. See this post for more.

Even bette, they BOTH occurred on a Monday! They had just received their pink unicorn award when they had their next perfect day. We all celebrated their success!

Imagine if your schedule was completely full for Monday BEFORE you left on Friday, AND everyone showed up for their appointments on Monday? How would it feel if it happened not once but TWICE in two weeks?

That’s exactly what happened for Atlas Physical Therapy, and as the picture shows, they were ecstatic!

The story behind their success

TJ contacted me earlier this year. He wanted to train his front office team but also have a system he could use for future hires as he and Laura expand their practice into multiple clinic locations.

Like many of my clients, TJ informed me that his front office team struggled to manage their patients effectively. They suffered from cancellations and he needed an all-inclusive program that would offer training and help them establish proven patient management systems.

I started working with the Atlas Physical Therapy team in May. As they began my Basic Patient Care Coordinator Program, the team learned how to convert calls (new patient leads) to scheduled and arriving new patients. And they learned skills to successfully walk the new patient through the process from the first call through a fully scheduled plan of care. They now have some of the best-trained new patients around!

As we continued with the training, TJ’s team learned how to increase the arrival rate using my proven Cancellation Prevention Program. This included: how to properly manage patients and ensure they understand to importance of attending to their care. Upon completion of their training, they were masters of the new patient process, scheduling out a complete plan of care, preventing same-day cancellations and no-shows, and how to manage their schedule to keep it appropriately filled. Their patient drop-offs have also gone down.

Say goodbye to unnecessary cancellations

The Atlas Physical Therapy team has been so much fun to work with, and it’s been wonderful watching them grow and expand their skills. They saw results week after week. TJ and his front office team now have proven systems for patient management. They are more willing to confront and handle common issues that used to derail the practice’s progress (issues like patient cancellations, no-shows, difficulty collecting what’s due, getting patients to fully schedule their plan of care, and so much more).

They even continue to share their wins months after completing the program. They’re thinking outside the box when it comes to patient management, and the results speak for themselves!

Does your team struggle to convert calls to scheduled and arriving new patients?

Do potential new patients cancel before arriving for their evaluation? Do only some new patients schedule out their plan of care?

Do you suffer from high same-day cancellations and no-shows?

Does your team struggle to manage patients who frequently cancel and are no-shows?

Is your schedule well-balanced and consistently filled? Do you struggle from cancellations and to keep patients from dropping out of care?

Do you have a lot of patients who aren’t scheduled for their prescribed appointments?

If you answered yes to any of these questions above, I understand because I’ve been there before. And my Basic Patient Care Coordinator Program will help with that.

This program offers specific training and systems for managing your current patients, including a top-notch, never seen anywhere else cancellation program and my patient care card system that improves communication, patient management, and arrivals, ensuring more patients are scheduled for their prescribed visits week after week.

Front office training is crucial to prevent cancellations

Your front office is the first and last point of contact for every patient, AND they’re the gatekeepers to your schedule. 

Front office training and specific systems are essential for maximizing your ability to help people get the care they need. With training and specifically designed patient management systems, your front office team will have the necessary tools to efficiently and effectively manage patients, fill your schedule, and prevent cancellations.

Want to learn more? Click here to schedule a FREE Discovery Call to learn more about my programs and how I can help.

Wishing you the best, today and always!


I started Front Office GURU with a single goal in mind and that’s to help private practices thrive. Your front office plays an integral role in your success and yet, most practices don’t have set training and systems to ensure that everyone in the front office manages patients the same way.

Don’t wait until the perfect time to get started because there will never be that perfect time, that perfect staff.

As a practice owner, former manager, and the Front Office GURU, I understand the difficulties you face because I’ve been there. And my programs provide the solution.

Click here to schedule a FREE Discovery Call to learn more about my programs.


I’m Dee

As a practice owner, former manager, and the Front Office GURU, I understand the difficulties you face because I’ve been there. And my programs provide the solution.

Are you struggling to train your front office team? Unsure how to go about establishing a proven training program for your front desk? Not sure where to start or what your options are?

Then schedule a FREE Discovery Call to learn more about my programs.

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At Front Office GURU, we offer two main training options for you and your Patient Care Coordinators.

Your first option is my virtual academy where you and your team will work through video-based lessons and apply the implementation provided in your lesson workbooks. Your other option is my flagship program where you work one-on-one with me as I guide you through my Basic Patient Care Coordinator Program.

You can learn more about each program below:

The Front Office GURU Training Academy is an online training platform for you and your Patient Care Coordinators! It’s great for team building and establishing successful systems and training for your front desk. And the BEST part? YOU don’t have to recreate the wheel – it’s ALL done for YOU, and you can follow along the path I’ve set or go straight to that one problematic area you want to fix!!

Getting started is super easy…make your payment, open your welcome email, set up your account and off you go. I’ve even provided training instructions to help you along the way…

Your Patient Care Coordinators will feel welcome and supported as the training is ALL about them. Click HERE for more info and get started right away!

Not sure what’s best for you and your team? Or looking for more info and pricing on my guided Basic Patient Care Coordinator Program? CLICK HERE to schedule a FREE Discovery Call.

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