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Home > Audio Learning Center > Front Office as the Gatekeeper

Front Office as the Gatekeeper

Date:August 19, 2020
Time:12 noon to 1:00 p.m. Central Time
Presented by: Sharon Turner, MS, CMC, CMIS, CHI, CMAA, CBCS, CEHRS

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A stellar front office is crucial to the success of a medical practice. Front office staff are an integral part of the healthcare team, serving as gatekeepers who prioritize tasks and maximize efficiencies to ease the burden for patients and clinical staff. Your practice depends on front office staff to schedule appointments, check in patients, collect copays and deductibles, send reminders, and resolve conflicts when they arise. To be effective, these team members must possess a positive attitude, be equipped with process knowledge and be prepared to educate patients.

Front desk personnel are a major influence on patients' impression of the medical practice - telephone etiquette and professional aptitude are a must. They serve on the front line and are the key to communication between patients and the back office and/or clinical staff. Engaged and motivated front desk team members are a cornerstone of your practice's success.


  • Developing a Patient-centric culture
  • Enhance communication and decision-making skills
  • The role of body language
  • Educating patients on their responsibility
  • Improve the accuracy of data collection
  • Collecting payment at the time of service

Don't miss this opportunity to explore opportunities to improve processes in your front office. Learn to set goals that will lead to more informed and satisfied patients, a smoother workflow and a healthier revenue cycle.

Continuing Education Units (CEUs)

PMI CEU APPROVED Earn 1 PMI CEUs for attendance at this program. Practice Management Institute grants CEUs for its certified professionals based on total number of instructional hours (1 CEU per hour of classroom instruction). CEUs may be applied to annual recertification requirements, as directed in the certification renewal requirements for your credential(s).

If you are seeking CEU credits for other certifications or organizations, please contact your organization for pre-approval and credit guidelines. A certificate of attendance will be provided.

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Sign up now and you'll receive this webinar plus the following benefits for as long as you subscribe: access codes to all upcoming live webinars and unlimited access to the TOTAL ACCESS Library, more than 300 hours of on-demand, pre-recorded training sessions on over 100 topics relevant to medical office coding, billing, compliance, management, front desk, and much more. It's a GREAT VALUE!

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PMIMD instructors

About the Presenter

Sharon Turner is an enthusiastic educator who has taught allied healthcare courses at Brookhaven, Collin, and Vista Colleges. She has received awards and recognition for outstanding achievement in teaching, leadership and community involvement. She is effective in developing lesson plans, providing quality instruction, and promoting a positive learning environment for her students.

She also has more than 12 years of experience as a Certified Medical Coder for OB/GYN, Anesthesia, Family Practice Medicine, Dermatology, Vein and Vascular, and Orthopedics Surgery specialties. She helped implement a new EHR system and successfully increased first pass on clean claims paid by 88 percent within 90 days of implementation.

Sharon is a doctorate student at Abilene Christian University majoring in Organizational Leadership in Adult Education. She has a Master of Science and a bachelor’s degree in Workplace Learning Performance in Applied Technologies from UNT. She currently serves on the Digital Faculty Consultant team at McGraw-Hill Education.

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