Front Desk: First-Rate Phone Etiquette Skills for Your Practice


Your team’s phone etiquette skills can make or break your practice. Especially when it comes to getting and keeping patients.

Strong phone etiquette skills are more important than ever to your medical practice’s survival. Poor service can actually make patients leave a practice more often than poor medical care, and 80% of new patients will have their first contact with your practice by phone. Losing just 3% of your patient volume can conservatively equate to over $150,000 a year in lost revenue.

It is imperative that you know: How many new patients are you losing due to poor telephone skills? How many existing patients go elsewhere because of negative phone interactions with your staff? The only way for you to be absolutely sure how your practice treats its new and existing patients over the phone is for you to have a phone etiquette skills plan in place. The good news is that it’s relatively easy to implement one – if you know how…

This is where customer service expert and consultant, Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, comes in. During her online training session, Tracy will walk you through how to effectively identify where your phone etiquette skills are falling short and exactly how to correct them. You’ll receive proven training tools to help ensure your staff are effectively trained. You’ll also receive practical management tools that will allow you to keep tabs on your phone etiquette and take action before a problem escalates.

By attending this upcoming 60-minute online training, you’ll be able to improve your practice’s phone etiquette skills, increase new patients and retain existing patients longer. Here are just a few of the practical tactics you’ll receive:

  • Make patients feel welcome even when they have to be put on hold
  • Calm down even the angriest patients successfully every time
  • Get rude patients to behave more quickly and easily
  • Track phone etiquette skills to ensure optimal performance
  • Make sure your patient return phone calls never get missed again
  • Avoid basic phone HIPAA mistakes that lead to patients reporting you to the Feds
  • Help staff stand up to patient bullies and still provide excellent service
  • Head off negative online reviews with proven phone greetings
  • Critical phrases for phone staff, so they know when to escalate a call
  • Improve patient information collection accuracy and patient satisfaction
  • And so much more…

Who should attend: This session will be beneficial to Providers, Administrators, Practice Managers, Front Desk Managers, and anyone else responsible for ensuring excellent patient-centric phone etiquette at your practice – regardless of who is on the phone.

Don’t assume that your staff knows how to interact correctly with your patients over the phone. Leaving your team to determine what is right and wrong when it comes to phone etiquette skills is a nightmare waiting to happen.

Patients are less expensive to keep than to get. So, once a patient is onboard, they should become the bread and butter of your practice – unless you drive them away. The answer is outstanding phone etiquette skills – and this expert-led online training will help ensure you treat your patients the way you want.

Sign up for this online training today and get everything you need to improve your practice’s service and patient 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/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.


The webinar was very helpful and the speaker was well informed. Everything was timely and informative.
Sheila Johnson
Heartland Alliance
Good information and useful take aways - particularly liked keeping tally of different types of calls.
B. Benedict
Indian Health Services, NY
Very informative. The information was helpful to ensure we are being attentive to our patients. This will definitely be helpful when training new staff.
J. Skee
MD, Internal Medicne, NM
Tracy's points were clear, practical and common sense. She's a great presenter and has a wonderful patient centered approach. I had a great experience
K. Burton
Primary Care, KS