Online Training Course

Prod ID: 155
PMI Basics: Medical Office Receptionist Skills

Everyone serving in a frontline capacity will benefit from this training session. This course explains how to gather accurate patient information, make scheduling decisions, address challenging patient behavior and secure the privacy of sensitive patient information. 




167 min



This product is not for purchase at this time.

This information-packed program addresses the scope of operations in the medical front office. A well-trained front office employee gathers accurate information, makes appropriate scheduling decisions, is aware of the importance of patient satisfaction, and secures the privacy and security of sensitive patient information. Learn how to improve patient communication, data collection, and compliance. Accurate data collection in initial encounters correlates to improved reimbursement. Careful frontline communication impacts the office flow and the overall patient experience. Employee professionalism, attitude, awareness, and accountability can make or break how well your office is perceived by patients and their families. 

Recorded October 2017

GeoJan Wright


GeoJan has more than 25 years of health care experience in all phases of management, business operations, state and federal regulations. She has worked in billing and collection operations, human resources, payroll, accounts payable, accounts receivable, employee benefit programs, monthly management reports and reconciliations, daily financial activities, scheduling, OSHA regulations, CLIA regulations, radiology and laboratory operations. She has hands-on experience in all phases of insurance, including worker's compensation and HMO's. GeoJan has participated in expansion projects with the SmartLab system, developed programs for physician office training, and founded a local office manager's association. She has specialized training in insurance, coding and as an Authorized Trainer for OSHA 501 courses. Additionally, she has worked in collections for two large hospital systems. She has recent experience onboarding physicians and setting up and managing medical practices as the Market Operations Manager.

GeoJan's strong work ethic and organizational and problem-solving skills make her an excellent communicator who believes in fostering teamwork. She is PMI’s Director of Business Development in the Deep East Texas region. Her teaching experience includes serving as an instructor for Angelina College's Community Service division.

Participants will gain problem-solving skills, a heightened awareness of privacy and security compliance and better overall management of the front desk. Beginners and seasoned staff will return to the office with practical tips and new ideas for improving performance.

This is a basic level course appropriate for anyone responsible for patient communication, data collection and scheduling. No prior training is necessary, and no outside materials are required.


  • Personal skill-assessment inventory review
  • Effective patient education of practice policies
  • Patient confidentiality and HIPAA compliance
  • Listening and time management skills
  • How stress affects your voice and demeanor
  • Make your voice and personality your best asset
  • Turn routine patient relations into outstanding customer service
  • How to communicate with angry or abusive patients and a variety of personalities
  • Conflict resolution tactics that really work
  • Overview of the billing and collections process
  • Schedule appointments more efficiently
  • How to handle no-shows, short-notice appointments, walk-ins, and excessive wait time
  • Medical ethics & medical etiquette
  • Good patient relations - the best marketing in town
  • Collecting co-pays at time of service
  • Introduction to charting and the medical record

Self-paced format features pre-recorded instructional sessions and digital manual.

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