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On-Demand Webinar

3-Part Front Desk Training: Build a First-Rate Phone Etiquette Plan, Boost Check-In Accuracy, Head Off Patient Disasters

$591.00 $491.00

On-Demand Webinar

3-Part Front Desk Training: Build a First-Rate Phone Etiquette Plan, Boost Check-In Accuracy, Head Off Patient Disasters

$591.00 $491.00

  • 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. These include discourteous phone greetings at your front desk, poor use of language during one-on-one conversations, inaccurate data gathered upon patient check-in, waiting room chaos, and many many more. 

    Practice manager and expert trainers, Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, AAPC Fellow, and Pam Joslin, MM, CMC, CMIS, CMOM, CMCO, CEMA, CMCA-E/M, have put together three must-have online training sessions that can help you incorporate an effective phone etiquette plan, significantly improve your data accuracy and collections, and head off front desk customer service disasters.

  • PART 1: FRONT DESK: FIRST-RATE PHONE ETIQUETTE FOR YOUR PRACTICE

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

    When it comes to keeping your patients long-term, first-rate customer service seems to be more important than excellent medical care. But without proper phone skills and guidelines, it's only a matter of time before a difficult situation is handled poorly and you lose a patient.

    The only way for you to be absolutely sure about how your patients are being treated over the phone is for you to have a telephone etiquette plan in place. The good news is that it's relatively easy to implement one, if you know how.

    That's where customer service expert and consultant, Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, AAPC Fellow, comes in. During her training session, Tracy will walk you through how to effectively identify where your front desk phone etiquette is falling short and exactly how to correct it. You’ll receive proven training tools that will help ensure your staff are effectively trained. You’ll also receive proven management tools that will allow you to keep tabs on your phone etiquette and take action before a problem escalates.

    Here are just a few of the step-by-step, proven tactics you'll be able to implement by taking advantage of this 60-minute training:
        • Head off negative online reviews with proven phone greetings
        • Make patients feel welcome even when they have to be put on hold
        • Calm down even the angriest patients successfully every time
        • Key phrases that tell your phone staff it's time to escalate a call
        • Avoid phone HIPAA mistakes that lead to patients reporting you to the Feds
        • Improve patient information collection accuracy and patient satisfaction
        • Make sure your patient return phone calls never get missed again
        • And so much more…

    Who should attend: This session is designed to help Providers, Administrators, Practice Managers, Front Desk Managers and anyone else responsible for the excellent phone service you want your patients to receive.

    Losing just 3% of your patient volume can conservatively equate to over $150,000 a year in lost revenue. Patients are less expensive to keep than to get. And once you’ve got them, they should become the bread and butter of your practice - unless you drive them away.

    Don’t assume your staff knows how to deal with your patients over the phone. Leaving your front desk phone etiquette skills to chance is a nightmare waiting to happen. Sign up for this online training today and get everything you need to improve patient service and satisfaction via excellent phone etiquette. You’ll keep your patients longer, and watch your bottom line grow.

    PART 2: FRONT DESK CHECK-IN: IMPROVE PATIENT INFORMATION ACCURACY

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

    The answer to getting your claims accurately paid and keeping your patients happy lies with your front office staff. Their ability to correctly and completely collect the necessary information from your patients at check-in is the key.

    Sure, it sounds easy enough: just ask some questions, get some paperwork filled out, and collect information from their insurance card, right? WRONG. If your front desk check-in team doesn’t have a firm understanding of why and how to get the data you need, you can count on it being incomplete or incorrect.

    The good news is that customer service and front desk management expert, Pam Joslin, MM, CMC, CMIS, CMOM, CMCO, CEMA, CMCA-E/M, can help. During her 60-minute online training, she’ll provide targeted, step-by-step strategies to help your front desk staff understand how the patient data they collect is used and the consequences of getting it wrong.  Pam will also provide a breakdown of the information on the top 10 insurance cards (front and back), so your front desk staff can collect the patient information you need faster and more efficiently. 

    Here are just a few of the proven strategies your front desk team will receive by attending this training:
        • Avoid misinformation from leading to denials and angry patients
        • Streamline your check-in process to improve front-desk productivity and precision
        • Build patient confidence in your front desk competency and motivate patient engagement
        • Maximize staff understanding of insurance plans (HMO, POS, Open Access, Open Access Managed Care, etc.)
        • Avoid data errors from referrals and PCPs from leading to an increase in your denials
        • Reduce patient refunds by more accurately identifying specialty co-pays
        • Avoid pharmacy (RX) data errors from causing delays in patient medication
        • And so much more…

    Who Should Attend? Everyone at your practice who is involved in the collection of patient information will benefit from this session (i.e., front desk staff, administrative staff, nurses, precertification staff, billers, schedulers, etc.).   

    It takes a million details to run your practice smoothly. One of the key components is the accuracy of the patient information your front desk team collects. By signing up for this online training, you’ll help your front desk staff more efficiently and precisely capture your patient information. This will result in fewer denied claims, a patient satisfaction and confidence boost, patient refunds reduction, and improved overall reimbursement. 

    PART 3: FRONT DESK: HEAD OFF PATIENT DISASTERS 

    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.

    • Meet Your Experts

      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 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.

      Pam Joslin, MM, CMC, CMIS, CMOM, CMCO, CEMA, CMCA-E/M


      Pam Joslin, MM, CMC, CMIS, CMOM, CMCO, CEMA, CMCA-E/MPam has more than 20 years of medical practice management, coding, reimbursement, and compliance experience. Her passion for quality education began when she served as an Adjunct Instructor with a nationally accredited college in San Antonio, Texas. She has managed in medical practices ranging from single to multi-specialty groups, including ASCs. 

      She is an advocate of process improvement and maximizing and empowering employees to bring about "best practice” results. Pam is an engaging presenter via webinar, classroom, and conference on every topic that may impact each step in the life of the revenue cycle. She received her Master’s in Management from the University of Phoenix and maintains memberships in a variety of professional organizations to support her continuing cycle of learning in the ever-changing healthcare industry. 




    • Past Webinar Reviews:

      “Explained real live scenarios. The Q & A was great! Overall, the webinar was great!”
      - Blanca Pitman, Front Office Operatitons Manager, Oakland Integrated Healthcare Network, Pontiac, MI

      “I thought the topic was covered well and wouldn't change a thing!”
      - Toni Romeo, Office Manager, Gastroenterology Associates, Kingsport, TN

      “It was a great reminder of what we need to improve on. It was very informative.”
      - Mollie Malone, Practice Coordinator, HealthSource of Ohio, Loveland, OH

      “The powerpoint was easy to read and follow! The speaker explained everything effectively. The questions afterward were very helpful as well.”
      - Theresa Lohrmann, Front Desk, Kidney Care PC, Statesville, NC

      “The speaker was well spoken and knowledgeable. I plan to use this as a training for staff.”
      - Christy Cravey, Integrated Health Outpatient Administrative Manager, Longview, TX

      “It was good and covered some items that were helpful that I wasn't expecting!"
      - Sherry Simpson, Revenue Cycle Operations Manager, St. Johns Medical Center, Jackson, WY

      “Very comprehensive and subject matter was complete.”
      - Glenda Mitchell, Practice Coordinator, HealthSource of Ohio, Loveland, OH

      “Very informative in regards to dealing with difficult patients.”
      - Rachel O'Shea, Physician Practice Manager, Canton-Potsdam Hospital, Postdam, NY

      “I like the real-life examples of certain situations.”
      - Jessica Mendez, Insurance Eligibility & Patient Support Coordinator, PrimaryOne Health, Columbus, OH

      “This is my first live webinar and I really like the fact we can ask questions as we think of them that will be answered at the end of the webinar."
      - Courtney Ellis, Chiropractic Assistant, Colleyville Chiropractic, Colleyville, TX

      “Really good. Enjoy listening to Tracy.” 
      - Missy Beasley, Clinic Manager, Labette Health Physicians Group, Parsons, KS

      “Timing was good. The leader kept the group engaged.”
      - Angie Chachoff, Licensed Optician/Manager, Healthsource of Ohio, Cincinnati, OH

      “Engagement was excellent.”  
      - Alisa Miller, Site Manager, Beloved Community Family Wellness Center, Robbins, IL

      “Very informative! We look forward to putting these tips to use.”
      - Ashley Ashton, Treatment Coordinator, Implant Dentistry Of Virginia, Virginia Beach, VA

      “Excellent! It validated a lot of the practices we use already.”
      - Charlene Bauer, CSR I, Little River Medical Center, Little River, SC

      “Very Informative.”
      - Cindy Anderson, Office Admin, Anderson Oral & Maxillofacial Surgery, Clinton, TN

      “I enjoyed this webinar. Very useful tips!” 
      - Debbie Stackhouse, Customer Service Rep, Little River Medical Center, Myrtle Beach, SC

      “This webinar was very informative and I appreciate the additional information given which was not on the packet. Perfect!”
      - Laura Duran, Call Center Team Lead, Northeast Orthopedics & Sports Medicine, San Antonio, TX

      “The webinar was excellent! Very informative with great problem-solving tips.”
      - Alesia Davis, AOP III, Sb County Lompoc Health Care Center, Lompoc, CA

      “The webinar was excellent. Very good ideas to implement.”
      - Margie Johnson, Chief Executive Officer, Beloved Community Family Wellness Center, Chicago, IL

      “Loved it. All the info will help my front ops and new hires.”
      - Fanny Reyes Fernandez, Clinic Supervisor, North Country Healthcare, Flagstaff, AZ

      “It was awesome.”
      - Catherine Tonore, CEO, Primary Health Services Center, Monroe, LA

      “It was very good!”
      - Rebecca Johnson, CSR, Little River Medical Center, Murrells Inlet, SC