2-Part Series: Front Desk Tactics: Reduce No-Shows & De-escalate Angry Patients

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Part 1: Practical Tactics to Deescalate Even the Angriest Patients

Your front desk staff must be experts at de-escalating angry patients. The safety of your staff and patients depends on it. This training gives step-by-step instructions on keeping you safe and the patients at your front desk calm.

Part 2: Patient No-Shows: Reduce Legal Risks and Lost Revenue

Proven strategies to help you reduce lost revenue from patient no shows without increasing your legal risk. Learn specifically what actions will and won’t get you into legal trouble as you work to reduce patient no shows.

Your front desk team are right on the front lines when it comes to having to deal with missed appointments and angry patients. Both of which can be a serious challenge to resolve.

The good news is that there is help available that will provide your entire front desk team with practical strategies to overcome both of these challenges.

During two expert-led online trainings, your front desk staff will get step-by-step advice on how to keep patients showing up, and how to calm the angriest patients before things get out of control.


Order your 2-Part series in the next 5 days, and you’ll save an additional 10% off the total cost. Discount is already reflected. No code is necessary. Or, if you prefer, you can order each session individually at the regular rate. ORDER TODAY!

PART 1: De-escalate Angry Patients at Your Front Desk More Quickly

Choose the On-Demand Recording or CD-Rom to Watch at Your Convenience.

Hostile or angry patients at your front desk can quickly spin out of control. How your staff responds can either de-escalate the situation or send the patient over the edge (potentially leading to violence) – all while other patients are watching.

Successfully communicating with emotional, irrational or angry patients is not easy. It is a learned skill. The good news is that there are proven strategies you can use to de-escalate a hostile or angry patient that ensure your waiting room remains a quiet, safe place for you, your staff, and your patients.

Your front desk team can master the skills they need to calm even the most intensely angry patients with help from certified protection expert, John White, CPP, CHPA. During his online training on John will provide your staff with a step-by-step plan to help them quickly identify, respond to, and defuse even the most intense patient situation.

Here are just some of the expert de-escalation techniques you’ll receive by attending this 60-minute session:

  • Ask “common ground” questions to build rapport and step down tense situations
  • Identify voice tone and volume indicators to stop anger before it really starts
  • Use proxemics to reduce the likelihood of physical assault
  • Allow key patient movements to direct your responses and control the situation
  • Use the volume and tone of your voice to keep situations under control
  • Drill down to determine the real wants and needs of your patient and make them feel heard
  • De-escalate anger through empathetic listening skills and negotiation techniques
  • Assess tense situations quickly and efficiently to keep everyone safe
  • Proven responses to use when a patient uses profanity or gets personal
  • And so much more…

PART 2: Patient No-Shows: Reduce Legal Risks and Lost Revenue

Attend the live session on Thursday, April 20th at 3:00pm ET or,
Choose the On-Demand Recording or CD-Rom to Watch at Your Convenience

No-show patients are insanely expensive and can seriously increase your practice’s legal risk.

The problem is that the solutions you’ve probably implemented – charging a no-show patient fee or dismissing a patient for chronic missed appointments – can open you up to liabilities that can cost you more than the original no-show.

No-show patients are a chronic problem. A variety of sources report that they cost US physician practices approximately $150 BILLION a year. Outpatient no-show rates generate an average loss of 14% in daily revenue. Can you really afford to lose 14% of your revenue?  Especially now when the cost of everything is going up so dramatically.

So, what can you do to better manage no-show patients, reduce your legal risk, and avoid massive revenue losses? That’s where attorney, Jeana Singleton, JD, can help. During her upcoming live online training on Thursday, April 20th at 3pm ET, Jeana will provide you with step-by-step answers to this costly, lawsuit-ridden issue.

Here are just a few of the step-by-step, plain-English risk-reduction strategies for no-show patients Jeana will provide you with during her upcoming, 60-minute live online training session:

  • How to correctly “fire” a patient for chronic no-shows and avoid an abandonment lawsuit
  • Create a no-show policy that has some teeth but doesn’t put you at risk
  • Charge for no-shows and comply with state and federal laws
  • Get patients to pay no-show fees without having them leave your practice
  • Comply with Medicare and Medicaid rules and avoid being excluded from these plans
  • Implement an internal office policy on no-shows your staff will really use
  • Get verbiage for a no-show letter that patients will respond to and protects you
  • Comply with Medicare Transmittal 1279 and still charge for no-shows
  • Write a termination notice letter that protects you against licensing board actions
  • Keep credit cards on file and understand when you can charge it for no-shows
  • Uncover how to charge Medicare patients for no-shows without risking plan exclusion
  • Document a no-shows follow-up process to protect you against malpractice claims
  • Pin down allowable no-show charges and understand what “reasonable costs” really are
  • Reduce your no-show percentage to improve your bottom line
  • And so much more…

Past Webinar Reviews:

“The Webinar was very informative and provoked a lot of evaluation of our current interactions with others. Great Job!”
– Shawna Douma, Pueblo of Laguna

“Overall, very good! The Speaker provided lots of examples and direction on what a policy should contain.”
– Tami Thompson, Business Office Coordinator, Yellowstone Surgery Center

100% Satisfaction Guaranteed or a Full Refund. 

You take no risk whatsoever. If you find this essential session doesn’t meet your expectations or you are not satisfied for any reason, simply let us know.

Meet Your Experts

John White
CPP, CHPAprofessional security practitioner and consultant

John has been a professional security practitioner, security consultant, and expert witness since 1999. He has security expertise in a variety of industries (including healthcare). His security experience includes security operations, corporate security management, regulatory compliance, & security training.

Currently, John is President and Chief Executive Officer of his professional security consulting firm, Protection Management, LLC.  Prior to this, he served a distinguished career in law enforcement, corporate security, and the military.  John is also a published author. His book, Security Risk Assessment – Managing Physical and Operational Security is available online.

John is board certified in security management, is a Certified Protection Professional (CPP), and a Certified Healthcare Protection Administrator (CHPA). His professional memberships include the International Association for Healthcare Security & Safety (IAHSS), the International Association of Professional Security Consultants (IAPSC), ASIS International, The International Association of Chiefs of Police, National Association of Chiefs of Police, and the International Police Association.

Jeana Singleton
JDMember and General Counsel – Brennan, Manna & Diamond, LLC

Jeana is a Member of Brennan, Manna & Diamond, as well as a member of the firm’s Executive Committee and serves as the firm’s General Counsel. Her practice includes counseling businesses, providers and other healthcare organizations on legal issues that impact their performance.

With over a decade of experience, Jeana helps clients navigate regulatory updates, the growth of consumer-driven health practices, and the rapid advancement in technology-based medicine including telemedicine, orthopedic implants, and other medical technologies advancements.

Jeana regularly presents on topics such as compliance, clinical transformation, operational integration, regulatory issues and guidelines, revenue cycles and other related subjects that are redefining healthcare and how it is managed. Staying relevant in a transforming industry is key to sustainability and the value that Jeana offers.