Front Desk: Head Off Patient Service Disasters

Front Desk
Date: Thursday, March 12, 2020 1:00PM ET Expert: Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I Length: 90 minutes

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…

On Thursday, March 12th at 1pm ET, 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 attending this upcoming, 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.

Registration to this online training session is limited. This will ensure that every listener has time to get their questions answered by the expert presenter during the session. Sign up today and gain the benefit of this nationally recognized speaker from the comfort of your own office.

P.S. Your reception team can still benefit from this essential training even if they can’t attend on March 13th.

Instead, you can choose to access the recording of the live session, which you can download directly to your desk.

Once downloaded, it never expires, and your office can watch it as many times as you want. It is great for training both current and future members of your front-desk team.

Don’t delay, register right away!

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 on the Certification Commission for National MGMA and a State Liaison to Oklahoma, Louisiana, and Kentucky.


Explained real live 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, HealthSource of Ohio
The powerpoint was easy to read and follow! The speaker explained everything effectively. The questions afterward were very helpful as well.
Theresa Lohrmann
Front Desk, Kidney Care PC
It was good and covered some items that were helpful that I wasn't expecting!
Sherry Simpson
Revenue Cycle Operations Manager,  St. Johns Medical Center
Very comprehensive and subject matter was complete.
Glenda Mitchell
Practice Coordinator, HealthSource of Ohio

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