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This session will inspire both new and experienced staff to take your practice to the next level.
- Transform average skills using proven steps for front office effectiveness.
- Turn routine patient relations into outstanding customer service.
- Get practical advice on managing the practice switchboard.
- Explore appointment-scheduling tips that really work.
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Course Agenda:
- How to avoid skewed patient perceptions
- Communicate better with a variety of personalities
- Take a look inside the billing and collections process
- Conflict resolution tactics that really work
- Schedule appointments based on fact, not speculation
- Using customer feedback to improve operations
- Tips for encouraging more referrals
- How to effectively handle no-shows and walk-ins
- Problem-solving skills for today’s front desk
- Review a personal skill-assessment inventory
- How to speak to angry or abusive patients with tact
- Effective patient education of practice policies
- Patient confidentiality issues & HIPAA compliance
- Improve listening skills and time management
- Discover how stress affects your voice and demeanor
- Turn routine patient relations into outstanding customer service
- Good patient relations - the best marketing in town
- Introduction to charting and the medical record
- Short-notice appointments and excessive wait time
- Make your voice and personality your best asset
Classroom Presentation:
The instructor will cover a range of topics including proper telephone etiquette, teamwork and time management. Participants will walk away from this course with an improved understanding of HIPAA confidentiality issues, front desk organization, staff communications, and the billing and collections process.
Who Should Attend:
Front desk personnel, billing/collections, office managers. Beginners and seasoned staff will return to the office with practical tips and new ideas for improving performance.
Course Materials:
A course manual will be provided to each participant. This booklet includes a self-assessment skills inventory, HIPAA compliance checklist and much more.
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Schedule as of 7/4/2008
* Indicates more information 
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Audio CD Training
Reference