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We've Moved! Coding Leader is now Healthcare Training Leader. Visit us at We've Moved! Coding Leader is now Healthcare Training Leader. Visit us at

On-Demand Webinar

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

$591.00 $491.00

On-Demand Webinar

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.    

    Front desk management experts, Karen Hoffer LPN, AE-C and Gail Scheller RN, AE-C, 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.

    Instant Savings!  Order this Front Desk 3-Part Training within the next 5 days, and you'll save an additional $100 off the total cost (no coupon code required, discount already reflected in price)

  • PART 1: Front Desk: Head Off Disasters and Stop Losing Patients

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

    Your front desk is overflowing with possible disasters. From HIPAA compliance errors that can result in you paying massive penalties, to poor service that drives your patients away.

    There is no wiggle room when it comes to ensuring your front desk is prepared to handle the numerous challenges it faces each day. The trick is identifying these top disaster areas, and then providing step-by-step training so your reception team can protect your practice and patients, not hurt them.

    This is where front desk management experts, Karen Hoffer LPN, AE-C and Gail Scheller RN, AE-C, can help. In only 60 minutes, Karen and Gail will breakdown the top reception danger zones, and then tell you exactly how to avoid them. You’ll walk away from the training with proven actions you can put into place immediately to improve patient satisfaction and protect your practice.

    With one registration, you can train your ENTIRE team. However, access to this must-attend online training is limited to ensure that all attendees will have time to get their questions answered by the expert presenters. Registrations will be accepted in the order they are received until access quantity is full. Don’t wait, register for this upcoming online training today.

    Here are just some of the actionable front desk protection tactics you’ll walk away with after completing this, 60-minute online training:

      • Halt patient loss due to negative first impressions at your front desk
      • Master collection strategies that boost your cash and leave patients with a smile
      • Avoid innocent HIPAA violations from leading to massive penalties and fines
      • End insurance mistakes and unhappy patients with easy-to-use tactics
      • Head off scheduling mix ups with simple, but effective, plan
      • Keep patients satisfied with sterling phone etiquette for your reception team
      • Stop patient complaints from escalating and causing a reception area scene
      • And so much more…

    Who should attend? Anyone that comes into contact with patients at your reception area will benefit from this essential training. This session is great for both front desk managers and front line reception staff. 

    Your front desk staff are the focal point of your practice for your patient. They are the first people your patients see when they arrive, and the last people they see when they check out. In fact, several surveys have shown that patients rank excellent customer service higher than medical care when it comes to deciding whether to stay with a practice.

    The good news is that fixing front desk problems before they occur is easier than many of the other challenges you face every day. With this expert-lead online training, you’ll be able to provide your reception team with the training they need to ensure you keep your patients longer and avoid legal and regulatory problems for your practice.

    PART 2: Front Desk Collections: Get Paid More of What You're Due

    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
  • Karen Hoffer, LPN AE-C

    Karen Hoffer is partner and co-founder of Curis Physician Resources.  Karen is a Licensed Practical Nurse with over 35 years of diverse healthcare experience.  She is also a Certified Asthma Educator (AE-C).  For 28 years of that experience she worked in outpatient pediatrics, urgent care and ob-gyn. For 10 years she was the manager for an outpatient pediatric practice in Northern Virginia.

    During this time, she also lead the development and success of an all day walk in clinic, managing the entire process from best idea to implementation. Karen has extensive experience with value-based care as she has successfully navigated the complexities of several insurer sponsored PCMH programs. Her hands-on clinical and management experience gives her the insight needed to present realistic and workable solutions to complex outpatient healthcare challenges for medical practices across the country.

    Gail Scheller, RN, AE-C

    Gail is partner and co-founder of Curis Physician Resources. She launched this consulting company to help medical practices successfully navigate the changing field of outpatient healthcare management and insurance reimbursement. Gail has over 30 years experience working in the healthcare industry in outpatient medical office billing, HR and bookkeeping.

    Gail has also worked as a patient care coordinator and is a certified asthma educator (AE-C). She has managed a multi-provider pediatric practice, with responsibility for facility and office operations, staff scheduling and training, and inventory management. Her front-line experiences include developing coding and billing training programs for staff and providers as well as successfully navigating value-based-care programs.

    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