5-Part Series: Front Desk Staff Essentials: Improve Performance, Boost Your Revenue

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Important: Please select a format for each part of this series below. Final discounted rate will be reflected once all selections are made.

Part 1: Front Desk Fundamentals That Guarantee Success

Ensure your front desk staff have the foundational skills necessary to ensure your practice runs smoothly and patients stay satisfied. Use this step-by-step Front Desk 101 online training to help. Sign up today.


Part 2: Avoid Patient Service Disasters at Your Front Desk Now

Your front desk could be losing you patients. The service your front desk staff provide is a key factor in your ability retain your patients. Don’t let poor patient service lead to lost patients and money. Solve this problem right now.


Part 3: Head Off Front Desk HIPAA Nightmares

HIPAA violations in medical practices can have serious consequences, ranging from financial penalties to damage to the reputation of the healthcare provider.


Part 4: Front Desk: First-Rate Phone Etiquette Skills for Your Practice

The front desk staff in medical practices play a crucial role in creating the first impression and setting the tone for patients' experiences. Effective phone etiquette is essential for providing excellent customer service.


Part 5: Copays: What to Charge, When to Waive & How to Collect More

Failing to collect copays and deductibles can get you into just as much trouble as collecting them incorrectly.  Protect your practice against costly violations with the actionable tactics in this healthcare attorney-led online training.


Don’t expose your medical practice to patient dissatisfaction, HIPAA privacy violations or revenue losses due to preventable front desk staff slipups. Even the simplest front desk mistake can result in serious financial and legal disasters for your practice. But there is something you can do about it …

You can help your staff quickly and easily fortify their front desk skills with this essential 5-part online training series presented by experts Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I and Amanda Waesch, Esq. Each of these presenters have years of experience in the healthcare industry and are ready to provide your staff with practical, step-by-step tactics that will help them overcome the most common, and costly mistake areas at your front desk. These include:

        Part 1: Front Desk Fundamentals That Guarantee Success
        Part 2: Avoid Patient Service Disasters at Your Front Desk Now
        Part 3: Head Off Front Desk HIPAA Nightmares
        Part 4: Front Desk: First-Rate Phone Etiquette Skills for Your Practice
        Part 5: Copays: What to Charge, When to Waive & How to Collect More

BONUS: All 5 parts have a Skills Quiz Sheet included to help you quantify the improvement of your front desk team’s abilities. This is perfect for both your new and existing staff. This series will help you better protect your practice by providing your staff with the tactics to stop the most dangerous front desk errors. You’ll find a breakdown of each of the five sessions included in this training series below:


Order your 5-Part series in the next 5 days, and you’ll save an additional 20% off the total cost. Discount is already reflected. No code is necessary. ORDER TODAY!

Part 1Front Desk Fundamentals that Guarantee Success

Choose the On-Demand Recording to Watch at Your Convenience

Your front desk can either run smoothly or make your life a living nightmare — it’s really up to you.

The answer to a smooth-running front desk always comes down to fundamentals. How you train and hold your front desk staff accountable for these fundamentals is the key. The problem is, how are you supposed to find the time to implement a structured training plan when you barely have enough time to breathe?

This is where practice service and management expert, Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, can help. Tracy has put together a 60-minute online training designed for your front desk staff. After your team attends this training, you’ll have confidence that they have a solid handle on essential fundamentals to ensure they will be consistently friendly, dependable, detailed, and responsive (to patients and other employees).

Here are just a few of the foundational skills your front desk staff will gain by attending this must-have online training:

  • Master front desk professionalism with office staff and patients
  • Keep calm, even when a patient is really upset
  • Head off confidentiality missteps to avoid HIPAA complaints
  • Overcome the barriers to effective communication
  • How to make patients feel welcome, even when it’s a madhouse
  • Avoid legal front desk triggers that can land your practice in court
  • Communicate more clearly to reduce patient no-shows
  • Crack medical terminology basics to reduce errors
  • Improve productivity with simple, effective computer skills
  • Conquer the most common front desk HIPAA errors
  • And so much more…

Part 2Avoid Patient Service Disasters at Your Front Desk Now

Attend the live session on Tuesday, August 13th at 1:00pm ET OR,
Choose the On-Demand Recording to Watch at Your Convenience

Poor patient service at 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 patient service.

Your front desk staff are the face and personality of your practice. Without the proper skills, it’s only a matter of time before a patient service disaster drives your patients out the door to find another practice that will treat them better. It could be happening right now.

It’s so much harder and more expensive to bring in new patients than to keep your existing ones. So, when an active patient leaves your practice, it’s like throwing your money into the garbage. But it doesn’t have to be this way. Your front desk staff can provide superior patient service, but first, they must know how…

This is where patient service expert Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I can help. On Tuesday, August 13th at 1pm ET, Tracy will present a targeted 60-minute online training designed to help your front desk staff improve their patient service skills. By attending this training, your entire front desk team will learn proven training skills so they can provide the exceptional patient service necessary to keep your patients coming back.

By attending this upcoming training, you’ll receive step-by-step, practical strategies to help your front desk team improve patient service and satisfaction. Here are just a few of the tactics you’ll receive:

  • Incorporate the perfect phone greeting and send patient service 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 unforgettable first impressions in 30 seconds that patients will remember
  • Make patients feel safe with simple steps to protect against privacy leaks
  • Build strong patient relationships without crossing personal boundaries
  • Defuse an angry patient quickly to avoid waiting room chaos
  • Avoid negative impressions with simple eye contact greeting tactics
  • Proven tactics to keep patients happy, even when wait times soar
  • And so much more…

Part 3Head Off Front Desk HIPAA Nightmares

Choose the On-Demand Recording to Watch at Your Convenience

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 due to easy-to-prevent front desk HIPAA violations. 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 that will protect you from front desk HIPAA violations, and help you avoid an audit. That’s where healthcare consultant and management expert, Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I comes in. Tracy has prepared a 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. Tracy’ 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 front desk HIPAA tactics you’ll receive by taking part in this must-attend online training session:

  • Finally understand routine vs non-routine disclosures, never violate this HIPAA standard again
  • Halt sticky notes from landing you in legal HIPAA 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 simple to follow policy
  • Modify your check-in process quickly and inexpensively to prevent common privacy mistakes

Part 4Front Desk: First-Rate Phone Etiquette Skills for Your Practice

Choose the On-Demand Recording to Watch at Your Convenience

.Your team’s phone etiquette skills can make or break your practice. Especially when it comes to getting and keeping patients.

Strong phone etiquette skills are more important than ever to your medical practice’s survival. Poor service can actually make patients leave a practice more often than poor medical care, and 80% of new patients will have their first contact with your practice by phone. Losing just 3% of your patient volume can conservatively equate to over $150,000 a year in lost revenue.

It is imperative that you know: How many new patients are you losing due to poor telephone skills? How many existing patients go elsewhere because of negative phone interactions with your staff? The only way for you to be absolutely sure how your practice treats its new and existing patients over the phone is for you to have a phone etiquette skills plan in place. The good news is that it’s relatively easy to implement one – if you know how…

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

By attending this upcoming 60-minute online training, you’ll be able to improve your practice’s phone etiquette skills, increase new patients and retain existing patients longer. Here are just a few of the practical tactics you’ll receive:

  • Make patients feel welcome even when they have to be put on hold
  • Calm down even the angriest patients successfully every time
  • Get rude patients to behave more quickly and easily
  • Track phone etiquette skills to ensure optimal performance
  • Make sure your patient return phone calls never get missed again
  • Avoid basic phone HIPAA mistakes that lead to patients reporting you to the Feds
  • Help staff stand up to patient bullies and still provide excellent service
  • Head off negative online reviews with proven phone greetings
  • Critical phrases for phone staff, so they know when to escalate a call
  • Improve patient information collection accuracy and patient satisfaction
  • And so much more…

Part 5Copays: What to Charge, When to Waive & How to Collect More

Choose the On-Demand Recording to Watch at Your Convenience

.Unfortunately, you are in a no-win situation. Failing to collect copays and deductibles can get you into just as much trouble as collecting them incorrectly.

How much should you collect? Can you discount? What about professional courtesy visits? Can copays be waived? How does balanced billing fit in? Can you offer prompt payment reductions? Does waiving copay violate the Anti-Kickback Statute? Etc.

Improperly collecting copays for both private and government payers can lead to severe violations (although for different reasons). In fact, several court cases have found healthcare practices guilty of fraud for failure to collect copays and deductibles correctly. The punishment for these violations includes civil damages and forfeiture, civil monetary penalties, imprisonment, criminal fines, and payer exclusions.

Reduce Risk When Collecting Copays

The good news is that you can reduce your risk of being penalized for incorrectly collecting copays…

This is where healthcare attorney Amanda Waesch, Esq., can help you protect your practice. Amanda is presenting a 60-minute online training that will walk you through exactly how your practice can avoid copay collection violations and still receive the payments you are due.

Copays: Avoid Violations

Here are just a few of the tactics you’ll receive during this training that will help you better protect your practice from errors when collecting copays:

  • Avoid costly violations due to discount, waiver, and write-off policies
  • Offer prompt-payment discounts without breaching copay rules
  • Pin down when NEVER to balance bill uncollected funds
  • Effectively communicate collection policy to patients to slash risk
  • Master financial hardship waiver requirements to head off costly errors
  • Uncover how professional discounts can violate Anti-Kickback laws
  • Utilize an Advanced Beneficiary Notice (ABN) to avoid penalties
  • Bulletproof your copay/deductible collections policy to reduce compliance risk
  • Prevent the No Surprises Act from reducing your rightful collections
  • Determine what constitutes “routine” when issuing a copay waiver
  • Identify copay/deductible collection policy mistakes and correct them
  • Stop fraud allegations related to write-offs and bad debt
  • Tap into payer contract “lowest rate” clauses to minimize liability
  • Implement collection policy training dos and don’ts to protect against fraud
  • And so much more…

Past Webinar Reviews:

“The webinar was very helpful, and the speaker was well informed. Everything was timely and informative.”
– Sheila Johnson, Heartland Alliance

“Good information and useful take aways – particularly liked keeping tally of different types of calls.
– B. Benedict, Indian Health Services, NY

“Very informative. The information was helpful to ensure we are being attentive to our patients. This will definitely be helpful when training new staff.”
– J. Skee, MD, Internal Medicine, NM

Tracy’s points were clear, practical and common sense. She’s a great presenter and has a wonderful patient centered approach. I had a great experience.”
– K. Burton, Primary Care, KS

“Great information that I will be able to use and take back to my staff. The speaker provided a wide variety of information relevant to this subject that can be used and trained to in any office.”
– Julie Monk, Valley View Health Center

“I thought the tips were very useful and will introduce them when training or re-training. The webinar was great!”
– Danielle Soltesz, Reproductive Medicine Associates

100% Satisfaction Guaranteed or a Full Refund. 

You take no risk whatsoever. If you find this essential session doesn’t meet your expectations or you are not satisfied for any reason, simply let us know.

Meet Your Experts

Tracy Bird
FACMPE, CPC, CPMA, CEMC, CPC-IPresident/CEO, Medical Practice Advisors, LLC

Tracy has many years healthcare management experience in multiple specialties in the areas of practice operations, revenue cycle management, coding, documentation, staff training, communications, policy and procedure development, and workflow redesign. Her experience includes work with private practices, hospital based practices, rural health clinics, and FQHC’s 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).

Tracy is co-founder and past president of the NE Kansas Chapter of AAPC, a past president of MGMA-GKC, is the ACMPE Forum Rep for Kansas, and Kansas City, and previously served on the Certification Commission for National MGMA. Tracy is also an independent practice management consultant with national MGMA. Tracy presents to many healthcare organizations on a variety of practice management topics as well as being a National speaker for MGMA and AAPC.

Amanda Waesch
Esq.Healthcare Attorney at Brennan, Manna & Diamond

Amanda Waesch, Esq., is a healthcare Attorney at Brennan, Manna & Diamond.  Her practice focuses on healthcare, employment law and healthcare litigation across the country. She advises healthcare providers including practices and hospitals on reviewing and litigating employment agreements; non-compete agreements and severance agreements. Her work has benefited physicians and administrators in drafting and reviewing employer handbooks, as well as management and training issues.