5-Part Series: Front Desk Essentials: Improve Performance, Boost Your Bottom-Line

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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: Essential 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: Prevent Front Office Patient Service Disasters - Fast

Avoid losing your best patients due to easy-to-solve front desk problems.  National expert provides you with proven step-by-step tactics to improve patient satisfaction fast. This training shows you how.

Part 3: First-Rate Phone Etiquette Skills for Your Practice

Your practice depends on effective communication between your front desk staff and patients. This training will provide your front desk team with excellent phone etiquette skills to ensure patient satisfaction and practice success.

Part 4: Boost Your Front Desk Collections and Your Bottom Line

If your front desk patient collections don’t make up at least 25% of your revenue, you are losing money. You can halt these losses by implementing the step-by-step collection strategies you’ll receive during...

Part 5: Head Off Front Office HIPAA Nightmares (and Hefty Fines)

Stay off of HIPAA audit target lists by overcoming the most common front desk HIPAA violations with simple, proven strategies that really work.

Even simple front desk mistakes can result in serious financial and legal disasters for your practice.

Poor front desk performance can have very serious consequences for your office, such as plummeting patient retention, reduced new patient volume, HIPAA privacy violations, and penalties, increase accounts receivable, and seriously reduced cash flow, just to name a few. But you can do something 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 expert Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I. During each section of this series, Tracy will 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: Essential Front Desk Fundamentals that Guarantee Success
          Part 2: Prevent Front Office Patient Service Disasters – Fast
          Part 3: Secure First-Rate Phone Etiquette Skills at Your Front Desk
          Part 4: Boost Your Front Desk Collections and Your Bottom Line
          Part 5: Head Off Front Office HIPAA Nightmares (and Hefty Fines)

BONUS: Each section of this 5-part series has 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 15% 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 or CD-Rom to Watch at Your Convenience

Having a smooth-running front desk comes down to the fundamentals. How you train and hold your front office staff accountable for these core competencies is key. The problem is finding the time to implement a structured training plan with everything else you’re responsible for. This training will help.

Front Desk Training Takeaways:

  • Master front desk professionalism with office staff and patients
  • 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

Part 2Prevent Front Office Patient Service Disasters – Fast

Choose the On-Demand Recording or CD-Rom to Watch at Your Convenience

Your reception staff are the face and personality of your practice. When poor front office service leads to active patients leaving your practice, it’s like throwing your practice’s hard-earned money into the garbage. It’s so much harder and more expensive to bring in new patients than to keep your existing ones. This training (with the phone etiquette session) will help your front desk deliver superior service and provide you with the necessary tools to track skill improvements.

 Front Desk Training Takeaways:

  • 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
  • Avoid negative impressions with simple eye contact greeting tactics
  • Build strong patient relationships without crossing any lines
  • Incorporate the perfect phone greeting and send patient satisfaction through the roof


Part 3Secure First-Rate Phone Etiquette Skills at Your Front Desk

Choose the On-Demand Recording or CD-Rom to Watch at Your Convenience

Consider that 80% of new patients use a phone call as their first contact with your practice. Do you even know how many new patients you are losing due to poor phone etiquette? The only way to KNOW for sure is to have a telephone etiquette plan in place. This online training will help you do just that. It will provide you with confidence that your patients are being treated the way your practice’s success requires.

Front Desk Training Takeaways:

  • Head off negative online reviews with proven phone greetings
  • Make patients feel welcome even when they have to be put on hold
  • Key phrases that tell your phone staff it’s time to escalate a call
  • Improve patient information collection accuracy and patient satisfaction
  • Make sure your patient return phone calls never get missed again


Part 4Boost Your Front Desk Patient Collections Quickly and Easily

Choose the On-Demand Recording or CD-Rom to Watch at Your Convenience
Whether your patients pay what they owe before they leave your office is almost entirely due to the skill of your front desk staff. And getting them to pay is no small task, especially if your team doesn’t have the necessary skills. This training will provide your front office staff with proven, practical tactics that will help them significantly improve their front desk collections (without ticking off your patients).

Front Desk Training Takeaways:

  • How preparation and alternative payment options can boost your pay up
  • Bring in overdue balances with simple to implement processes that really work
  • Identify the best collection technology tools that’ll reduce your bad debt
  • Implement key patient “touchpoints” to significantly increase pay-up
  • Master verification of benefits before you bill and increase profitability


Part 5Head Off Front Desk HIPAA Nightmares & Massive Penalties

Choose the On-Demand Recording or CD-Rom to Watch at Your Convenience
When it comes to HIPAA compliance, even a small front desk error can lead to serious violations and hefty financial penalties. A patient just has to “feel” like their privacy rights have been infringed upon, and before you know it, they’re filing a complaint against your practice online, and you’re being audited. HIPAA errors at your front desk can be some of the most difficult to resolve unless you know how.  That is exactly what this training is designed to do:

Front Desk Training Takeaways:

  • Finally understand routine vs. non-routine disclosures, never violate this HIPAA standard again
  • 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.

Past Webinar Reviews:

“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

“Explained real life scenarios. The Q & A was great! Overall, the webinar was great.”
– Bianca Pitman, Front Office Operations Manager, Oakland Integrated Healthcare Network

It was a great reminder of what we need to improve on. It was very informative!
– Mollie Malone, Practice Coordinator, Health Source of Ohio

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 Expert

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

Tracy 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 as the Chair of the Certification Commission for National MGMA.