Online Training Course

Prod ID: 265
Medical Front Office Skills Certificate Program

Setting high-performance standards in the front office will lead to more informed and satisfied patients, smoother workflow and a healthier revenue cycle. This program provides detailed information on the tasks and responsibilities of the medical front office. Includes sample policies and forms for better front desk management.




240 min



This comprehensive course covers patient satisfaction, medical ethics and etiquette, communication techniques, the medical record, and patient data collection, and privacy/security compliance. A two-hour post-assessment is included. A passing score is required to receive a Certificate of Competency.

Misty Nelson


Misty has more than 12 years of healthcare experience. Her nursing background combined with her management experience, industry knowledge and natural teaching ability are the perfect fit for the classroom.

She has worked as a Practice Manager for two health centers in North Carolina where her responsibilities included management of clinical and support staff, as well as day to day operations of a FQHC. Misty was responsible for maintaining HIPAA and OSHA compliance and wrote an emergency action plan. She also handled the practice budget and productivity, and had a hand in the scheduling of residents and faculty. With both clinical and practice management knowledge, she has been able to understand and participate in quality assurance programs and nursing care plans.

Misty graduated Magna Cum Laude from ECPI College of Technology Medical Careers Institute in Greenville, SC

Students with a passing score on the post-course assessment will receive a Certificate of Competency.

This course is appropriate for anyone responsible for patient communication, data and payment collection, and scheduling. Includes a digital course manual. No additional reference materials are needed.

This program covers patient satisfaction, medical ethics and etiquette, communication techniques, the medical record, patient data collection, and privacy/security compliance. Explanation of the revenue cycle includes role plays on how to ask for money and highlights the importance of collecting payment at the time of service. Incldes review of medical terminology. Communication and conflict resolution techniques will be discussed to ease communication with angry and abusive patients. 


  • Customer service guidelines and proper implementation
  • How to more effectively schedule appointments
  • Charting and medical record documentation guidelines
  • Insurance basics and the importance of patient education
  • Importance of billing and collecting within established guidelines
  • Creating a culture of safety and compliance



Independent study of recorded lectures and digital course materials followed by two hour post-course assessment.

“When I started in healthcare, my goal was to get a job in the front office for a year and move on to a different career path.

By taking that first step into the unknown, it led me down the road of success. In my 30 year journey, I developed a passion for health care and I believe it all started in the front office.”

"Go as far as you can see; when you get there, you’ll be able to see further.”  -Thomas Carlyle

Ada X Gonzalez, CMCO CMOM, VP Revenue Cycle, DHR Health

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