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.
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Jan Hailey
MHL, CMC, CMCO, CMIS, CMOM, CMCA E/M
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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.
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. Includes review of medical terminology. Communication and conflict resolution techniques will be discussed to ease communication with angry and abusive patients.
Highlights:
- 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
“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
Prod ID: 265