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Strengthening Front Desk Performance: Communication, Service, and Efficiency
A Mini Masterclass for Healthcare First-Impression Excellence
Attentive and friendly front office personnel are key to a positive patient experience—medical practice success truly begins with you.
This 90-minute online seminar equips healthcare front-desk professionals with the tools to build strong patient connections, enhance satisfaction, and streamline clinical operations. Learn how to transform every initial interaction into a seamless, trust-building experience while keeping the office running like clockwork.
Core Learning Objectives
- Creating an Exceptional Patient Experience: Cultivate a welcoming environment that drives patient satisfaction and engagement from arrival to departure.
- Communication That Builds Confidence and Trust: Master verbal and non-verbal techniques to make patients feel safe, heard, and valued.
- Scheduling and Managing Patient Flow: Minimize wait times, optimize the daily grid, and keep the clinic running on schedule.
- Front Desk Accuracy & Financial Success: Understand how accurate registration, insurance verification, referrals, prior authorizations, and financial conversations contribute to a healthier revenue cycle.
- Navigating Workplace Relationships & Challenging Interactions: Learn strategies on how to de-escalate tense situations with anxious patients and foster seamless collaboration with coworkers.
- Staying Organized and Professional under Pressure: Develop practical approaches to managing competing priorities, reducing workplace stress, and maintaining professionalism during demanding situations.
Full Schedule
Program times are Central unless otherwise noted.
| Session | Date | Time | Instructor |
|---|---|---|---|
| 1 | December 08, 2026 | 11:30 am - 1:00 pm | Jan Hailey |
Fee: $49.00
CEUs:
- PMI - 1.5
SPECIAL EARLY BIRD PRICE: $49
Register by November 30th to save $50 off the retail fee ($99).
Who Should Attend?
- Medical Receptionists & Front Office Personnel
- Patient Coordinators & Intake Specialists
- Clinic Managers looking to elevate and standardize front-line performance
- Patient Service Representatives and Patient Access Staff
Live, Interactive Learning and Helpful Resources
Get your questions answered in real time in PMI's live virtual classroom. Registration includes digital companion materials. A meeting link will be provided by email a few days prior to the event.
About the Presenter
Jan Hailey MHL, CMC, CMCO, CMIS, CMOM, CMCA E/M
Jan Hailey has more than 30 years of experience in healthcare. She is proficient in administration, coding, and billing roles, and teaches medical office professionals around the country how to excel in their careers. Jan has also been instrumental in the development of PMI's Workforce Initiatives program.
Jan's affinity for teaching has helped countless healthcare providers and medical office professionals over the years. During her expansive career, she has served as Director of Quality for Saint Joseph Physician Network located in Mishawaka, IN, and Director of Care Management with Select Health Network, an entity of Saint Joseph Health System. As Care Management Director, Jan led the physician network and comprehensive interdisciplinary team across the health system working closely with providers, management, staff, community, and payers to develop strategies for process improvement, gap closures, and patient experience. She developed a documentation improvement program and a Hierarchical Condition Category (HCC) coding education program to predict future healthcare utilization by accurately reporting patient complexity.
Prior to joining Saint Joseph, Jan was the Director of Quality, Coding, and Compliance for one of the largest health systems in Northern Indiana. She has a Master of Health Leadership and four professional certifications in office management, coding, insurance processing, and compliance. She is a member of WPS Government Health Administrators (Medicare) Provider Outreach and Advisory Group.