Front Desk: First-Rate Phone Etiquette for Your Practice

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When it comes to keeping your patients long-term, first-rate customer service seems to be more important than excellent medical care. Believe it or not, 96% of patients in a 35,000-patient study revealed that their primary frustration about their practice was related to customer service, not the care they received.

Without proper phone skills and guidelines, it’s only a matter of time before a difficult situation is handled poorly and you lose a patient.

Excellent phone skills become even more important when you consider that 80% of new patients’ first contact with your practice is over the phone. Do you even know how many new patients you are losing due to poor telephone etiquette?

The only way for you to be absolutely sure about how your patients are being treated over the phone is for you to have a telephone etiquette plan in place. The good news is that it’s relatively easy to implement one, if you know how…

That’s where customer service expert and consultant, Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, comes in. During her 60-minute online training, Tracy will walk you through how to effectively identify where your front desk phone etiquette is falling short and exactly how to correct it.

You’ll receive proven training tools that will help ensure your staff are effectively trained. You’ll also receive proven management tools that will allow you to keep tabs on your front desk phone etiquette and take action before a problem escalates.

Front Desk Phone Etiquette: Tactics that Work

By attending this 60-minute online training, you’ll be able to implement proven tactics that will help you improve your practice’s front desk phone etiquette. Here are just a few:

  • Head off negative online reviews with proven phone greetings
  • Make patients feel welcome even when they have to be put on hold
  • Calm down even the angriest patients successfully every time
  • Key phrases that tell your phone staff it’s time to escalate a call
  • Avoid phone HIPAA mistakes that lead to patients reporting you to the Feds
  • Improve patient information collection accuracy and patient satisfaction
  • Make sure your patient return phone calls never get missed again
  • And so much more…

Who should attend: This session is designed to help Providers, Administrators, Practice Managers, Front Desk Managers and anyone else responsible for the excellent phone service you want your patients to receive.

Losing just 3% of your patient volume can conservatively equate to over $150,000 a year in lost revenue. Patients are less expensive to keep than to get. And once you’ve got them, they should become the bread and butter of your practice – unless you drive them away.

Don’t assume your staff knows how to deal with your patients over the phone. Leaving your front desk phone etiquette skills to chance is a nightmare waiting to happen. Sign up for this online training today and get everything you need to improve patient service and satisfaction via excellent phone etiquette.

You’ll keep your patients longer and watch your bottom line grow.

Don’t wait register today.

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.

Reviews

The webinar was GREAT!
Bonnie Black
Call Center Supervisor, Planned Parenthood of Metropolitan NJ
The webinar was executed very well. It was nice to have the handouts to go along with the slides. Very infomative; 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

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