Front Desk 2-Part Series: Head Off Service Disasters & Boost Collections


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: Patient Service Nightmares

Your reception staff and personality are the face of your practice. Without the skills, it’s only a matter of time before a difficult situation drives patients away. But, there is something you can do about it…

Part 2: Improve Patient Colections

Bottom line, when your patients can’t pay, you’re A/R aging is extended, your cash flow slows down, bad debt multiplies, and revenue shortfalls are almost inevitable. You can stop this from happening by…


Your team at your reception desk directly ties to patient satisfaction and overall collections. A single negative encounter can turn patients away for good. Add to this poor private patient collection strategies, and your revenue will greatly suffer. The good news is that there is something you can do about both.

National billing and practice management experts Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, AAPC Fellow and Owen Dahl, LFACHE, CHBC, LSSMBB, have put together two must-attend online training sessions that can help you head off front desk customer service disasters and significantly improve your front desk collections.

Instant Savings!
Order the entire 2-Part Front Desk series within the next 5 days and you’ll save an additional $100 off the total cost. Discount is already reflected. No code necessary. Or, if you prefer, you can choose each session individually without the discount. ORDER TODAY!

PART 1: Avoid Front Desk Patient Service Nightmares

Available Immediately!
Order the On-Demand version and listen to it 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…

Get access for your entire front desk team to this 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 taking advantage of 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…

Order the 2-Part Series for $294 (Save $100)   |  Order Only This Training Session for $197


PART 2: Proven Strategies to Improve Patient Collections

Available Immediately!
Order the On-Demand version and listen to it at your convenience.

As out-of-pocket expenses increase for your patients, so does your burden to collect from them.

Successfully getting private patients to pay their balances is not the same as going after insurance companies for reimbursement. And the longer you wait to collect, the less chance there is that they’ll pay at all. But, there are several proven strategies you can put into place that will help you collect more money from your patients, and do it faster and with less hassle for you.

That’s where billing and practice management expert, Owen Dahl, LFACHE, CHBC, LSSMBB, comes in. During his 60-minute online training session he’ll show you exactly how to significantly decrease your private payer receivables more easily and quickly than you thought possible.

Here are just a few of the step-by-step, easy-to-implement private payer collection strategies you’ll receive by taking advantage of this 60-minute online training:

    • Use simple communication tools to improve patient compliance
    • Incorporate multiple payment options to get paid faster
    • Implement financial and collections policies that gets you paid
    • Make payment options easy and convenient for patients
    • Comply with federal guidelines when keeping a credit card on file
    • Avoid sending patients to collections and still get paid
    • Implement assertive but kind language when collecting
    • And so much more…

Order the 2-Part Series for $294 (Save $100)   |  Order Only This Training Session for $197


Meet Your Experts

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.

Owen Dahl
LFACHE, CHBC, LSSMBBPrincipal of Owen Dahl Consulting

Owen is a principal of Owen Dahl Consulting, in The Woodlands, Texas. He has 53 years of experience in consulting, running a medical billing service and managing medical practices. He was also a hospital administrator. Owen speaks across the country on medical practice issues related to strategic planning, Lean and Six Sigma, culture, human resource management and the revenue cycle.

He is an adjunct professor at the University of New Orleans, the author of Think Business – Medical practice quality, efficiency and profit, contributing author of the popular book Lean Six Sigma for the Medical Practice and recently published Integration of Behavioral Health Into Medical Homes: A Rapid Implementation Guide. Owen received his Bachelor’s degree in Hospital Administration at Concordia College, Moorhead, MN and his Master’s from the University of Northern Colorado. He recently achieved his Lean Six Sigma Master Black Belt through Villanova University. He served in the USAF.