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On-Demand Webinar

Customer Service 2-Part Training: Improve Patient Satisfaction, Keep Patients Longer

$394.00 $294.00

On-Demand Webinar

Customer Service 2-Part Training: Improve Patient Satisfaction, Keep Patients Longer

$394.00 $294.00

  • How your medical team interacts with your patients plays a significant role in the success of your practice. All it takes is one negative encounter and you can count on losing your patient forever. The risk areas are everywhere, in every corner of your practice. These include discourteous phone greetings at your front desk, poor use of language during one-on-one conversations and check-ups, waiting room chaos, lack of eye contact, and many many more.

    The truth is that without the proper training, any one of you team members, from the front desk to the nursing staff, is a risk to your practice. But they don't have to be.

    Practice manager and expert trainer, Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, AAPC Fellow, has put together two must-have online training sessions that can help you head off customer service disasters, and significantly improve your patient retention.

    Instant Savings!
    Order the entire 2-Part Customer Service series and you'll save an additional $100 off the total cost. Discount is already reflected. No code necessary. Or, if you prefer, you can choose each session individually without the discount. ORDER TODAY!

  • PART 1: Proven Nurse-Patient Engagement
    and Satisfaction Strategies

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

    It is up to you. Your nursing staff can either play a critical role in your practice’s success or its failure.

    It’s not enough anymore for your nurses to be JUST amazing clinically. Your nursing team negatively interacting with your patients has very real, hard-hitting consequences for your practice (i.e. negative MACRA scores, reduced Medicare reimbursement, massive HIPAA penalties, high patient attrition, low profitability, etc.).    

    Keeping your patients satisfied isn’t just a nicety, it’s a matter of survival. This is where medical practice and service expert, Tracy Bird, FACMPE, CPC, CPMA, CEMC, AAPC Fellow, can help. Based on her 40 years of healthcare practice experience, Tracy is presenting a targeted, 60-minute training session specifically to help your nurses improve their patient interactions and satisfaction, which has enormous benefits to your practice.

    Here are just a few of the practical, action-oriented tactics your nursing team will benefit from by taking advantage of this 60-minute online training:

        • Turn the angriest patient into your biggest cheerleader with transparent communication tool
        • Use redirection to cut off even the chattiest patient and leave them smiling
        • Create amazing first impressions in 30 seconds that patients will remember
        • Improve patient compliance with simple telephone communication skills
        • Protect against privacy leaks, make patients feel safe
        • Put patients at ease while taking their vitals with proven language that breeds confidence
        • Build strong patient relationships without crossing any lines
        • Boost MACRA scores by Integrating mood altering language into patient interviews
        • Head off damaging impressions with simple eye contact greetings that work
        • Avoid common phrases that lead to dissatisfied patients in a snap
        • Incorporate communication soft skills to cut attrition and create memorable patient experiences
        • And so much more…


        PART 2: Avoid Front Desk Patient Service Nightmares 

        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…
      • Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, AAPC Fellow

        Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, AAPC FellowTracy 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 AAPC, 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.