Why is my front desk making decisions I never authorized?
Because you gave them more room than you realize, and they took it to protect you. When I work inside practices and listen to the reasons team members give for not using a process fully, what I usually find is staff quietly making front-end calls the doctor would never approve. They are not being malicious. Most of the time they think they are shielding you, screening patients, softening fees, deciding who is worth a presentation, because they feel obligated to take care of your practice. The problem is those decisions shape who actually gets treated, and you never signed off on any of them. The moment you start holding the team accountable for one process, like the phone handling, you tend to uncover all the other places you handed over too much authority. Tighten one thing and you will see the rest. The fix is more communication.
If the answers you are finding here resonate with you, my team and I work with a small group of clients each year. The next step is a complimentary Discovery Consultation and Practice Review with Dr. McAnally.