Improve patient communication, data
collection, and compliance.
well-trained front office gathers accurate information, makes appropriate
scheduling decisions, proactively addresses challenging patient behavior, and
secures the privacy and security of sensitive patient information.
data collection in initial encounters correlates to improved reimbursement.
professionalism, attitude, awareness and accountability can make or break how
well your office is perceived by patients and their families.
frontline communication impacts the office flow and the overall patient
information-packed session will address the scope of operations in the medical
front office. Participants return to the office armed with problem-solving
skills, heightened awareness of privacy and security compliance and better
overall management of the front desk.
skill-assessment inventory review
- Effective patient
education of practice policies
confidentiality and HIPAA compliance
- Listening and time
- 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
- How to handle
no-shows, short-notice appointments, walk-ins, and excessive wait time
- Medical ethics &
- Good patient
relations - the best marketing in town
- Collecting co-pays at
time of service
- Introduction to
charting and the medical record
Who Should Attend
class is appropriate for anyone responsible for patient communication, data
collection and scheduling. Beginners and seasoned staff will return to the
office with practical tips and new ideas for improving performance.
class is appropriate for anyone working in a front office role in a healthcare
What to Bring
course manual will be provided. No additional reference books are needed for
this training session.
Education credits are awarded for attendance at this program. See below.