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 violations. 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 customer service and collections expert, Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, has put together three must-have online training sessions that can help you head off front desk customer service disasters, improve overall patient satisfaction, avoid HIPAA violations and maximize collections:
Part 1: Head Off HIPAA Front Desk Nightmares Part 2: Boost Your Front Desk Collections Part 3: Head Off Patient Service Disasters at Your Front Desk
Read below to learn more about each of these can’t miss training sessions:
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PART 1: Head Off HIPAA Desk Nightmares
Order the On-Demand Recording to Watch at Your Convenience.
Your reception area is a HIPAA nightmare just waiting to happen. So, you need to choose. Your front desk can either be a barrier against HIPAA complaints and violations and the massive penalties that accompany them, or it can be the cause.
The number one driver of HIPAA audits is patient complaints. All it takes is one patient to feel like his or her personal information has been mistreated or overheard and you could have an auditor on your doorstep. The big issue isn’t that one patient complained. It’s that once at your front desk, HIPAA auditors can uncover other violations and apply them across the board. This is where fines and penalties can reach the millions.
You need a plan of attack, and HIPAA practice expert, Tracy Bird,FACMPE, CPC, CPMA, CEMC, CPC-I, can help. During this 60-minute online training, she will tell you EXACTLY how to protect your front desk (and your practice) from violating HIPAA regulations and getting hit with exorbitant penalties.
This training will provide step-by-step, actionable tactics that you can put into practice right away to protect your practice from front desk HIPAA violations. Here are just a few of the proven strategies you’ll receive by attending:
Head off easy-to-avoid costly front desk check-in and check-out violations
Overcome little know sign-in sheet HIPAA errors that can generate massive fines
Identify whether your Notice of Privacy Practices is a violation just waiting to happen
Avoid innocent, expensive release of information errors at your front desk
Don’t let commercial payer opt-out guidelines lead to an avoidable HIPAA breach
Arm your reception staff with communication tools that protect your patients and your practice
Implement fax sending and receiving rules that will stop a HIPAA breach in its tracks
Prevent front desk chaos from allowing patient information slip
And so much more….
Don’t put your head in the sand and think it can’t happen to you. Government websites are full of practices just like yours that thought this way, and now they have to pay. Just one HIPAA violation can result in a fine of as much as $50,000. And if multiple violations are identified the amount you have to pay can add up FAST.
So, you choose. Are you going to continue to risk costly, front desk HIPAA violations, or are you going to TAKE ACTION and head them off before they’re a problem? In only 60 minutes, you can get an attack strategy to protect your patients, your practice and yourself. Don’t wait, sign up today.
PART 2: Front Desk: Boost Your Front Desk Collections
Order the On-Demand Recording to Watch at Your Convenience.
The likelihood your patients will pay you what they owe SIGNIFICANTLY DECREASES once they walk out your door. So, it makes sense that your front desk should be your first line of defense against uncollectable accounts receivable.
Getting patients to pay what they owe sounds easy enough, right? Just ask them to pay before they leave. Well, it’s just not that simple. There are a million reasons why your patients won’t pay before they leave. The good news is, there is something you can do about it…
Consultant and front desk collections expert, Tracy Bird, can help. During this 60-minute must-see online training session, Tracy will help you maximize the amount you collect from patients at your front desk. This training will help you reduce your liability, as patient out-of-pocket deductibles soar.
Here are just a few of the step-by-step strategies you’ll receive by attending this 60-minute front desk collections training:
How preparation andalternative payment options can boost your pay up
Key phrases that push patients to pay when they walk IN your 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…
This problem is NOT going away. In fact, your liability is increasing. Higher deductibles and an increase in patient responsibility are driving a decline in the amount of patient payments for the care they receive. And considering it costs you, on average, 4 times more to collect from a patient than it does from an insurance company, utilizing the front desk collection strategies you’ll receive from this expert-led training is essential to the financial well being of your practice.
Although your collection percentage will probably never be 100%, this training will provide you with immediately actionable front desk strategies that will help you drastically reduce your financial liability and boost your cash flow. Don’t wait, register for this online training today.
PART 3: Front Desk: Head Off Patient Service Disasters
Order the On-Demand Recording to Watch at Your Convenience.
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 customer service.
Your reception staff are the face and personality of your practice. Without the proper skills, it’s only a matter of time before a difficult situation drives patients away looking for another practice that will treat them better. It could be happening right now.
But, there is something you can do about it…
Send your entire front desk team to this upcoming, 90-minute online training session with grassroots practice manager and expert trainer, Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, AAPC Fellow.
Your other option is to hire a consultant to come into your practice and train your team, but this can cost you thousands of dollars. However, by attending this online training session, your entire front desk team will receive the proven training strategies necessary to provide the exceptional service required to keep your patients happy and coming back.
When an active patient leaves your practice it’s like throwing your money into the garbage. It’s so much harder and more expensive to bring in new patients than to keep your existing ones. You should do everything possible to help your front desk have a positive impact on your patients, and this online training is the answer.
Here are just a few of the practical, step-by-step tactics your front desk team will receive by taking advantage of this 90-minute online training:
Incorporate the perfect phone greeting and send patient satisfaction 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 amazing first impressions that patients will remember in 30 seconds
Make patients feel safe with simple steps to protect against privacy leaks
Build strong patient relationships without crossing any lines
Defuse an angry patient quickly to avoid waiting room chaos
Avoid negative impressions with simple eye contact greeting tactics
And so much more…
Every single time your front desk team interacts with your patients there is the potential for a negative (or positive) impact. The only way to take make sure those interactions are positive is to provide your reception team with the tools it needs. They must understand the importance of patient engagement and how their role can have a significant impact on the entire practice.
Register today and gain the benefit of this nationally recognized speaker from the comfort of your own office.
“The webinar was executed very well. It was nice to have the handouts to go along with the slides. Very informative; Provided ideas on how to integrate this information into the office.” – Stacy Lattin, Manager, Michigan Healthcare Professionals
“The speaker was very helpful and knowledgeable.” – Nancy Smith, Director, Heaton Eye Associates
“I think the speaker was extremely knowledgeable and it was clear that she was passionate about the topic.” – Kendall Piorek, Executive Assistant, Mental Health Association
“Very on Point, and provided good information” – Deborah McGaw, Office Manager, Learning to Succeed Speech Clinic
“Good, easy to follow, and good visuals.” – JJ Bales, Billing/AR Specialist, Proserve Practice Management
“Relevant, addressed current issues and practices.” – Trina Ewing, Billing Manager, Gastro One
“Informational! I liked all of the insurance card examples.” – Carol Loomis, Administrative Assistant, Palouse River Counseling
“The webinar was GREAT!” – Bonnie Black, Call Center Supervisor, Planned Parenthood of Metropolitan NJ
“It was very helpful; The speaker was good!” – Zendida Alvarez, Front Desk, Monterey Medical
“Useful Information; Different perspectives.” – Luz Capcha, Billing Manager, Salerno Medical Associates LLP
“Thorough, provided useful information. Some suggestions we can implement immediately in our private practice.” – Lisa Fagley, Billing Director, OACM
“EXCELLENT!” – Pat Gibson, Practice Manager, Allergy, Asthma and Sinus Center PC
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 et us know.
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.
Live Webinar: You attend the training online at a specific date and time along with the expert presenter who will answer your questions.
CD-ROM: A recording of the actual live event (including the Q&A). Your CD-ROM will be mailed to you via USPS First Class Mail within 48 hours of the live training date.
On-Demand Recording: Watch a recording of the live event anytime – as often and for as long as you’d like. Access the recording (including Q&A) online within 24 hours of the live training date and time. Simply log into your Healthcare Training Leader account.
Live + CD-ROM: You attend the training online at a specific date and time along with the expert presenter who will answer your questions. You’ll also be mailed a recording of the actual live event on CD-ROM.
Live + On Demand: You attend the training online at a specific date and time along with the expert presenter who will answer your questions. You’ll also have access to a recorded version of the training to access at your convenience.
Corporate Access: Select this option to receive online, on-demand access to your training across each of your locations. Setup will be initiated by our account team within 48 hours of your enrollment and can be utilized by your entire team.
You and your entire team, at all your locations, can attend as many live and view as many recorded trainings as you like for 12 months.
You and your team, in one single location, can attend as many live and view as many recorded trainings as you like for 12 months.
