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Front Desk

Front Desk

common HIPAA violations

Use Role Playing to Avoid Costly Front Desk HIPAA Errors

Each time one of your patients checks in, his or her personal information has an increased potential of being seen or overheard by someone else in your reception area. However, being aware of this increased risk and setting up preventive actions means you can head off common HIPAA violations at check-in before they occur. common […]
HIPAA violation

HIPAA Violations: Protect Patient Information at Your Front Desk

Your front desk team receives a call from a patient and instinctively jots down the caller’s information on a piece of paper. But wait – do they realize this could lead to serious penalties for HIPAA violation? Your front desk could unwittingly be the source of a data breach. A patient or visitor gaining access […]
Angry Patient Communication

Front Desk Communication Strategies to Calm the Angriest Patient

Defusing angry or hostile patients is a critical skill for everyone on your front desk team to have. How your staff handles these situations can have a positive or negative ripple effect for everyone in your office. Angry Patient Communication. In many instances, clear communication is the solution. When done correctly this can de-escalate most […]
patient privacy law original

Front Desk Training: Curtail Privacy Law Violation at Your Practice

QUESTION: Patients at our practice check in and sign out at an open station that overlooks the waiting room. Recently, a patient expressed concern that other people in the area might hear her information. How can we reduce the risk of violating patient privacy law when patients are registering for and scheduling appointments? Question from […]
Phone skills physician office original

Expert Tips for Stellar Phone Skills That Retain Patients

Due to social distancing under COVID-19, your staff and patients are communicating via phone now more than ever.  Accordingly, the importance of winning phone skills has skyrocketed. Leaving your front desk phone etiquette skills to chance is a nightmare waiting to happen that can cost your physician practice big time. Losing just 3% of your […]
HIPAA Violation Front Desk Sign In Sheet

Head Off Sign-In Sheet HIPAA Violation Penalties

QUESTION: Patients at our practice sign-in on a paper sheet at our front desk when they arrive for their appointments. Recently, a patient expressed concern that other people signing in might see her information. How can we reduce the risk of violating patient confidentiality when patients sign in (and the associated HIPAA penalties that could […]

Collect Outstanding Balance at Your Front Desk Without Waiting Room Outbursts

QUESTION: We collect outstanding balances as patients check in at our front desk – before they see the provider. Generally this goes well, but recently we’ve had several instances of patients getting upset and loud. Not only is this problematic for our front desk staff, it is very uncomfortable for other patients sitting in the […]
Front desk phone etiquette

Reduce Patient Loss by Boosting Phone Etiquette

Update Notice:  This blog post was reviewed for accuracy on May 26th, 2021, by a Healthcare Training Leader expert, and determined to be up-to-date, accurate and complete. Front desk phone etiquette. QUESTION: We recently discovered that we lost several patients due to the poor customer service they received over the phone. How can I help our […]
HIPAA Student Health Record

Restrict HIPAA Student Record Release or Face Violations

You could get hit with fines for violating HIPAA student health records’ rights unless you update your protocols based on new agency directives. The U.S. Department of Health and Human Services (HHS) and the U.S. Department of Education (DOE) updated HIPAA and privacy act laws on how to maintain students’ health records. Some situations allow […]

Practice QA: Fend Off Costly Front Desk HIPAA Fax Fines with 6 Actions

QUESTION: I’m trying to prevent my front desk from making HIPAA mistakes when we send and receive faxes that contain protected health information (PHI). What should and shouldn’t you send electronically? Do we need any kind of release on file? Rochester, NY ANSWER: The first key in making sure that front desk HIPAA fax activity […]