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On-Demand Webinar

NEW! Front Desk 3-Part Training: Head Off Patient Disasters, Boost Collections, Avoid HIPAA Audits

$591.00 $491.00

On-Demand Webinar

NEW! Front Desk 3-Part Training: Head Off Patient Disasters, Boost Collections, Avoid HIPAA Audits

$591.00 $491.00

  • Your front desk can make or break your practice – REALLY. Your team at your reception desk directly ties to overall collections, patient satisfaction and HIPAA compliance. And if they don't get it right it can seriously cost you financially and legally. The good news is that there is something you can do about it today.    

    Practice manager and expert trainer Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, AAPC Fellow, and HIPAA expert Michael McCoy, have put together three must-have online training sessions that can help you head off front desk customer service disasters, significantly improve collections and avoid HIPAA mistakes.

    Head Off Front Desk HIPAA Nightmares Instant Savings!  Order this Front Desk 3-Part Training by Friday, October 26th at 11:59 pm ET, and you'll save an additional $100 off the total cost (no coupon code required, discount already reflected in price)

    As an added bonus, you will also receive a FREE PDF copy of the best-selling expert report: Head Off Front Desk HIPAA Nightmares (a $177 value, yours free).

    Or, if you prefer, you can order each session individually without the discount (individual orders exclude the free bonus). ORDER TODAY!


    Available Immediately
    Order the downloadable version and listen to it at your convenience.

    Your front desk is the main reason patients leave your practice. Believe it or not, 96% of patients in a 35,000-patient study revealed that their primary frustration about their physician practice was related to poor customer service. 

    Your reception staff are the face and personality of your practice. Without the proper skills, it’s only a matter of time before a difficult situation drives patients away looking for another practice that will treat them better. It could be happening right now. But, there is something you can do about it…

    Get access for your entire front desk team to this 90-minute online training session with grassroots practice manager and expert trainer, Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, AAPC Fellow. Your other option is to hire a consultant to come into your practice and train your team, but this can cost you thousands of dollars. However, by taking advantage of this online training session, your entire front desk team will receive the proven training strategies necessary to provide the exceptional service required to keep your patients happy and coming back.

    When an active patient leaves your practice it’s like throwing your money into the garbage. It’s so much harder and more expensive to bring in new patients than to keep your existing ones. You should do everything possible to help your front desk have a positive impact on your patients, and this online training is the answer. 

    Here are just a few of the practical, step-by-step tactics your front desk team will receive by taking advantage of this 90-minute online training:

    • Incorporate the perfect phone greeting and send patient satisfaction through the roof
    • Turn the angriest patient into your biggest cheerleader with this proven strategy
    • Use redirection to cut off even the chattiest patient and leave them smiling
    • Create amazing first impressions that patients will remember in 30 seconds
    • Make patients feel safe with simple steps to protect against privacy leaks
    • Build strong patient relationships without crossing any lines
    • Defuse an angry patient quickly to avoid waiting room chaos
    • Avoid negative impressions with simple eye contact greeting tactics
    • And so much more…

    Every single time your front desk team interacts with your patients there is the potential for a negative (or positive) impact. The only way to take make sure those interactions are positive is to provide your reception team with the tools it needs. They must understand the importance of patient engagement and how their role can have a significant impact on the entire practice.


    Available Immediately
    Order the downloadable version and listen to it at your convenience.

    Patient collections should account for 20-30% of your overall practice revenue. If not, bottom line, you’re losing money. 

    The answer is usually that your front desk team isn't collecting everything possible, even though they believe they are. The good news is that there is something you can do about it, with a little help.

    That’s where collections expert, Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, AAPC Fellow, can help. During her online training, she will show you how to dramatically improve the amount your front desk team collects each day. In only 90 minutes, her proven strategies will help you improve your cash flow and your overall profitability.

    By taking advantage of this online training session your front desk will bring in more money than you thought possible.

    Here are just a few of the specific strategies you’ll be able to put into place:

    • How preparation and alternative payment options can boost your pay up
    • Key phrases that push patients to pay when they walk in the door
    • Make collections a “team sport” led by your front desk
    • Understand patient payment obstacles to improve what you get paid
    • Bring in overdue balances with simple to implement processes - that really work
    • Identify the best collection technology tools that’ll reduce your bad debt
    • Proven processes to increase your payments from high-deductible patients
    • Implement key patient “touchpoints” to significantly increase pay-up
    • Proven financial conversations that engage patients, not offend them
    • Master verification of benefits before you bill and increase profitability
    • And much more...

    IMPORTANT: This session is for EVERY medical practice that collects copays, deductibles or any other payments from patients, whether you outsource your billing and collections or not.

    PART 3: HIPAA: Head Off Front Desk Nightmares

    Available Immediately
    Order the downloadable version and listen to it at your convenience.

    HIPAA audits are on the rise. You’ll probably be surprised to learn that patient complaints are the number one driver behind being chosen for a HIPAA audit. And the people that most interact with your patients other than your providers are at your front desk. And the most common front desk HIPAA violations are usually for reasons you’d never think of.

    HIPAA compliance makes your front-desk staff more important than ever. How they handle their everyday duties and interact with your patients can not only cause you to get audited, but it can also be the source of hefty penalties and fines that you are left to pay. Accordingly, in order to avoid a HIPAA audit, the way your front desk has always done things may not work any longer.

    There are several easy-to-implement tactics you can use at your front desk that will protect you from HIPAA violations, and help you avoid an audit. That’s where healthcare consultant and HIPAA expert, Michael McCoy comes in. Michael has prepared an immediately available, step-by-step online training session that will keep your patients happy, your office compliant and you out of legal & financial hot water with the Feds.

    In only 60 minutes, you’ll receive the specific actions necessary to protect you from the most common front desk HIPAA violations – and if you don't think your office has any, think again. Michael’s session will help you ensure your front-desk staff are trained to identify violations before they get you in trouble, and successfully handle even the most challenging patient complaint.

    Here are just a few of the practical tactics you’ll receive during this must-have online training session:

    • Finally understand routine vs non-routine disclosures, never violate this HIPAA standard again
    • Halt sticky notes from landing you in legal hot water
    • Dodge discarded patient information violations – even the smallest piece of paper matters
    • Stop patient HIPAA complaints in their tracks with proven protocol
    • Protect customer info on your computer screen with a simple to follow policy
    • Modify your check-in process quickly and inexpensively
  • Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, AAPC Fellow

    Tracy BirdTracy has over 40 years of experience in various specialties in the areas of practice management, billing and coding, including training, communications, and policy and procedure development. She is an ACMPE Fellow with MGMA, a Certified Professional Coder (CPC), a Certified Professional Medical Auditor (CMPA), a Certified Evaluation and Management Auditor (CEMC) a Certified Professional Medical Coding Curriculum instructor (CPC-I), and an AAPC Fellow. Tracy is co-founder and past president of the NE Kansas Chapter of AAP, a past president of MGMA-GKC and is currently serving on the Certification Commission for National MGMA and  a State Liaison to Oklahoma, Louisiana, and Kentucky.

     Michael McCoy

    Michael McCoyMichael McCoy is the managing partner of HITECH Compliance Associates and has been performing HIPAA risk assessments for the past 8 years. With over 1000 clients, Michael has a wide breath of experience in dealing with all HIPAA matters and the Office for Civil Rights. Michael’s background before going into HIPAA was 23 years in the medical field performing Administration and Marketing for outpatient radiology facilities. Michael used his experience to create a methodology that was simple to follow and cost effective for practices of all sizes to meet their HIPAA requirements. 

  • Reviews:

    Engaging speaker, organized slides, overall happy with the experience! Really comprehensive-great job!
    - Jasmine Muniz-Cadorette, 340B Program Specialist, Brightpoint Health, New York, NY

    “New ideas and good presentation. I liked the technology pieces and communication to the patients.”
    - Aziza Abed, Senior Director of Operations, North American Dental Group, Westlake, OH

    “Very thorough with presentation and answering of questions, very informational.”
    - Sandra Skow, Admissions Manager, Mille Lacs Health System, North Omamia, MN

    “This is the best webinar I have attended. The speaker was wonderful!”
    - Wendy Doss, Insurance Specialist, Teton Retinal Institute, Ammon, ID

    “You talked about things that actually happen every day in the front office. I thought it hit on the main points of HIPAA.”
    - Barbara Dyer, Office Manager, First Choice Immediate Care, Burkesville, KY