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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. Healthcare practices depend on these team members to schedule appointments,
accurately enter demographic information, check in patients, collect copays and
deductibles, send reminders, and resolve conflicts when they arise. Effective
front desk personnel exhibit professionalism and demonstrate strong people
skills. They are a major influence on patients' impression of the medical
practice - telephone etiquette and professional aptitude are a must. These team
members serve on the front line and are the key to communication between
patients and the back office and/or clinical staff.
Don't miss the chance to explore opportunities for
improving processes in your front office.
Engaged and motivated front
desk team members are a cornerstone of your practice's success. Does your
"first impressions" team go above and beyond to optimize the patient
experience? A welcoming and attentive receptionist can turn a challenging time
for your patients and their families into a caring, positive experience. Slight
changes in the way your front office team connects with new, established, and
prospective patients can have dramatic results.
This foundational course
covers the complete scope of operations in the medical front office. The
instructor will accentuate the quality of care on the front line as an
important benchmark of the practice performance and highlight the
responsibility of protecting patient confidentiality and securing protected
health information. Participants in this course will review difficult patient
communication scenarios, address practice workflow challenges, understand the
provider reimbursement cycle, and gain skills to improve collection efforts and
enhance teambuilding.
Learning Objectives:
- Maintaining a professional appearance and
attitude
- Communicating information with tact and
discretion
- Enhancing patient satisfaction and
engagement
- Educating patients on practice policies
- Effective scheduling and insurance
verification
- Gathering patient data and securing PHI
- Protecting patient confidentiality and
preventing cyber-attacks
- Improving accuracy, organization,
efficiency, and productivity
- Review scripts for confidently requesting
payment of patient responsibility
Adopt proven strategies that will lead to more
informed and satisfied patients, a smoother workflow, and a healthier revenue
cycle. This program will
benefit anyone seeking a position or currently employed in a front office role
in a healthcare practice. This is a beginner-level course. New employees and
their supervisors are encouraged to attend. Content is an excellent refresher
for more experienced team members. Companion digital course materials provide
an ongoing resource beyond the classroom.
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Earn 3 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).