5 proven tactics to retain front-desk staff — and how to do them right

Retaining skilled front-desk staff remains a perennial challenge and top priority for medical practices. From answering phones and verifying insurance to welcoming patients and managing intake, these team members are the face of your organization and play a critical role in driving efficiency and patient satisfaction.

A May 27, 2025, MGMA Stat poll asked practice leaders to share their most effective tactics for retaining front-desk personnel. Out of five categories, two stood out about the rest:  higher pay (33%) and engagement (33%), followed by:

• Flexible schedules (19%)
• Bonuses or incentives (8%)
• “Other” (6%).

The poll had 281 applicable responses. (Note: Results do not total 100% due to rounding.)

Retention tactic ROI

Higher pay

Practices that increased pay to retain front-desk staff frequently reported reduced turnover, greater hiring competitiveness, and improved employee longevity. However, several noted that higher wages alone were insufficient, with some expressing uncertainty about its long-term effectiveness. Those finding the most success typically combined better pay with additional initiatives like employee appreciation and organizational restructuring.

Engagement

Practices emphasizing staff engagement often reported substantial improvements in retention, with several noting sharply reduced turnover rates, increased employee satisfaction, and recognition through workplace awards; however, some respondents indicated that engagement alone had limited impact without concurrent measures, such as competitive compensation or enhanced benefits.

Flexible schedules

Practices using flexible schedules frequently noted improved retention, with many experiencing reduced turnover and greater staff satisfaction. Shorter or varied shifts, combined with providing employees with some autonomy over scheduling, emerged as particularly beneficial.

Bonuses and incentives

Practices that implemented bonuses and incentives frequently reported meaningful improvements, including reduced turnover rates and better front-desk performance metrics, such as improved copay collections and fuller schedules. Several noted substantial reductions in turnover year-over-year after initiating incentive programs.

Other

Practices selecting "other" often combined multiple strategies or emphasized growth and promotion opportunities, recognizing front-desk roles as stepping stones. However, a few reported minimal or no retention efforts, either due to low current turnover or a lack of established tactics.

Here’s how to execute each approach effectively in your practice.

1. Higher pay: More than just a raise

Competitive compensation helps practices attract and retain talent, especially in tight labor markets where administrative staff can easily shift to other industries. As you lift wages, make sure to pair higher pay with meaningful recognition so employees feel valued beyond their paycheck.

How to implement it well:

• Benchmark salaries locally: Use tools like MGMA DataDive or local job boards to ensure you’re not underpaying relative to your market.
• Create pay bands with growth paths: Employees are more likely to stay if they know raises aren’t just about years served but tied to skill acquisition or performance.
• Communicate total compensation: Help staff understand the full value of their pay, including benefits, paid time off, insurance, and retirement contributions.

2. Flexible schedules: Customization builds loyalty

Flexibility is increasingly important across all generations of workers. For front-desk staff, the ability to adjust hours to manage childcare, education, or personal obligations can be the deciding factor in staying or leaving. Explore the use of scheduling software that empowers staff to view, swap, and request shifts, giving them more control over their work-life balance.

How to implement it well:

• Stagger start times: Consider early and late shifts that still maintain full coverage.
• Offer part-time or job-sharing roles: Let two employees share a full-time schedule if demand allows.
• Create rotating “remote tasks” days: For eligible tasks like prior auths or referral coordination, allow staff to work from home occasionally.

3. Bonuses and incentives: Tied to what matters

Incentives give staff a direct stake in performance, morale, and retention — but only when they’re clearly defined and attainable. Always communicate the bonus structure in writing, and be transparent about how performance is measured.

How to implement it well:

• Use performance-based bonuses: Link bonuses to metrics such as appointment throughput, patient satisfaction, billing accuracy, or team attendance.
• Recognize team milestones: Celebrate monthly or quarterly team goals, such as zero no-show days or 100% check-in accuracy.
• Offer retention bonuses: For practices with high turnover, consider offering a fixed bonus at six months or one year of employment.

4. Engagement: Help culture eat compensation for breakfast

Engagement is the “glue” that keeps teams together, driven by purpose, autonomy, and relationships. Employees who feel heard and appreciated are far more likely to stick around. Involve front-desk staff in decision-making, especially when changes affect patient flow or daily routines.

How to implement it well:

• Hold regular team huddles: Use 10–15 minutes at the start or end of the day for communication, recognition, and feedback.
• Provide professional development: Offer access to customer service training, certification programs, or cross-training in billing or clinical workflows.
• Recognize individual contributions: Publicly praise great work, celebrate work anniversaries, and host small appreciation events (think coffee cards or catered lunches).

5. Other strategies: Listen and adapt

Some practices shared custom approaches that worked in their local context or unique operational structure. These tactics often revolved around communication, autonomy, or making the job easier. These emerging ideas include:

• Streamlining technology: Reducing the number of systems or screens required at check-in to minimize stress and frustration.
• Career ladder creation: Developing front-desk-specific growth tracks, such as moving from receptionist to lead patient services coordinator.
• Wellness stipends or mental health days: Supporting overall well-being in an increasingly demanding healthcare environment.

Survey your own staff about what keeps them motivated or what makes them want to leave. Let their input guide innovation.

Consistency is key

While no single retention strategy will work for every practice, the common thread among successful organizations is consistency. They don’t just talk about valuing their staff; it’s demonstrated in compensation, flexibility, recognition, and everyday culture.

If turnover is hurting your operations, don’t wait for annual reviews to make changes. Consider “stay interviews” midway through your performance review period and then start with one tactic — done well and communicated clearly — and build from there. Retention is rarely about grand gestures; it’s about steady, visible commitment.

Additional resources

• Front Office Training Exclusively in Ed Plus
• Staffing and Retention Hub
• Watch for the release of the MGMA DataDive Management and Staff Compensation data set in June for industry-leading benchmarks to help you craft competitive compensation and benefit packages.

Share your story

Is your organization seeing success in staff recruitment and retention with strategies not mentioned in this article? Let us know at connection@mgma.com.

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