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 [...]