Head Off Patient Telephone Nightmares with Proven Etiquette Tips


The first 30 seconds of an incoming patient call can make or break your practice.

Doing it right can mean the difference between your practice quickly ramping up after the COVID-19 shutdown, or a slow painful recovery that leaves you financially struggling longer than necessary.

With everything else on your plate, it may seem like phone etiquette training can wait, but doing so would be a drastic mistake.

In today’s climate of fear and anxiety, your patients are likely to be extra-sensitive and have more questions than usual. 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 (or two, or three, etc.).

Losing just 3% of your patient volume can conservatively equate to over $150,000 a year in lost revenue. 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 live online training, Tracy will walk you through how to effectively identify where your practice’s 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.

This upcoming, 60-minute online training will provide your practice with proven front desk phone etiquette—at a time when it counts the most. Here are just a few of the expert tactics you’ll receive by attending this training:

  • Calm down even the angriest patients successfully every time
  • Make sure your patient return phone calls never get missed again
  • Key phrases that tell your phone staff it’s time to escalate a call
  • Help your staff effectively calm the most nervous patient
  • Make patients feel welcome even when they have to be put on hold
  • Avoid key words and actions that trigger a patient to leave
  • One must-do to ensure the needs of every calling patient are met
  • A simple—yet often neglected—way to convey understanding using your voice
  • Improve patient information collection accuracy and patient satisfaction
  • Avoid phone HIPAA mistakes that lead to patients reporting you to the Feds
  • And 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.

Every call you receive has the potential to help your practice get back to normal or cost you a patient. As your practice starts performing electronic procedures and providing preventive care again, excellent phone skills are more important than ever. Physician Practice Phone Training.

Don’t assume your staff knows how to effectively 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. Physician Practice Phone Training.

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 as the Chair of the Certification Commission for National MGMA.


Great information that I will be able to use and take back to my staff. The speaker provided a wide variety of information relevant to this subject that can be used and trained to in any office.
Julie Monk
Valley View Health Center
The webinar was geat! The information was easy to understand and informative.
Latoya Parker
Palmetto Digestive Health Specialists
I thought the tips were very useful and will introduce them when training or re-training. The webinar was great!
Danielle Soltesz
Reproductive Medicine Associates
I thought this webinar was very informative and helpful in communicating with people over the phone.
Brenda Ware
Reliance Home Health Caregivers
The webinar provided good information and useful take aways. I particularly liked keeping tally of different types of calls.
Myla Weakland
Midland Care