In most smaller practices we find that there is one person in the front desk who is burdened with greeting patients, answering the phone, doing appointment reminders, taking Rx refills all at the same time. While this results in cost savings initially, the end result is that patients leave the practice due to lack of service.  We feel it is extremely important to make staffing decisions based on volume of calls received during peak hours.  In most cases, our customers underestimate the number of calls and work required to provide excellent service.  While GoSoft will make recommendations, it is ultimately up to the customer to make staffing decisions.