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

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front desk staff

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.

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Patient Service

Part 2: Head Off 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.

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phone etiquette

Part 3: 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.

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HIPAA compliance

Part 4: 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.

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collect payment

Part 5: Boost Your Front Desk Patient Collections Quickly and Easily

Efficient front desk collections are crucial for the financial health of your medical practice. Your front desk staff plays a vital role in ensuring that patient payments are collected accurately and promptly…

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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 expert Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I. Tracy brings over 40+ years of experience in the healthcare industry and is 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: Essential Front Desk Fundamentals that Guarantee Success

Part 2: Head Off Patient Service Disasters at Your Front Desk Now

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

Part 4: Head Off Front Office HIPAA Nightmares (and Hefty Fines)

Part 5: Boost Your Front Desk Patient Payments Quickly and Easily

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:

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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.

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 2Head Off Patient Service Disasters at Your Front Desk Now

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.

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
  • Create unforgettable first impressions in 30 seconds that patients will remember
  • 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.

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 4Head 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.

Part 5Boost Your Front Desk Patient Payments Quickly and Easily

Live online training on Wednesday, May 8th at 1pm ET OR,
Choose the On-Demand Recording or CD-Rom to Watch at Your Convenience
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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

Past Webinar Reviews:

“It was a great webinar, and I will use the information with my admissions clerks. Everything was very informative!”
– Tamara Nelson, Allegiance Health Management

“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

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/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.