Unlock Front Desk Potential: Strategies to Drive Revenue Growth

Live Access

$239

On-Demand

$219

Live + On-Demand

$339

Course Description:

The actions of front office staff can create loyal patients or drive them away. Training new front office employees and maintaining high quality standards for your existing team takes time and effort, both in short supply, yet how they interact with patients in person, on the phone, their follow up, collection activities etc. tie directly to how happy patients are with your practice. This session will be a great help for your office staff meet your standards including friendliness, dependability, attention to detail, responsiveness and empathy. Expert Tracy will guide you to design and create effective process for your front desk staff. She will help your new and existing staff to understand what’s required for an efficient, effective front desk, and know exactly how to make it happen.

Learning Objectives:

Learn to engage patients so they feel heard and valued
Learn Pre-Visit, Check-In and Check-Out Technology
Utilize simple phrases for point of service collections
Strengthen verbal communication skills
Understand the importance of all front-end processes and how they affect the entire practice success
Understand rules and regulations that impact front desk
Understand Insurance, Billing and Points of Services Collections
Know the Regulatory and Legal Issues for Front Office Professionals
Learn how to avoid legal mistakes and get protected from court issues

Areas Covered in the Session:

Front Desk Role Importance
The Profession of Medicine
Front Office Fundamental Skills
Insurance, Billing and Point of Services connections
Professionalism Customer Services
Greeting, Telephone and Scheduling
Communication & Patient Engagement
Regulatory and Legal
Technology Acumen
Create a connection, not a transaction
What Patients Want – Perception are Based on Non-Clinical Elements
Communication and Factors affecting communication experience
Communication with Patients
Healthcare Consumerism
Patient Retention
Barriers to Communication
Patient Centered Care – Heart of improving Communication
Effective Communication Skills
Non-verbal Element of Communication
Basic Healthcare Knowledge
Medical Terminology
Why Do I Need to Know Anatomy and Medical Terminology
Understanding Insurance, Billing and Point of Service Collections
Medicare and Medicare Advantage Plans
Medicaid
State sponsored Medicaid
Managed Medicaid
Commercial payers
BCBS plans
Managed Care
HMO’s PPO’s
Participating/contracting
Networks
Third party administrators (TPA)
Health Savings Accounts (HSA)
Health Reimbursement Account (HRA)
Educating Patients
Steps for Successful Front End Revenue Cycle
Pre-Visit Technology
Patient Registration
Patient Portal
Reminder Calls
Eligibility and Benefit Verification
Check-In/Check-Out Technology
Insurance and Scanning
Process Payment by credit cards, HAS/FSA cards and checks
Secure storage of credit card info
Automatic credit card payment schedules
Kiosk check in
Follow-Up Technology
Regulatory Issues for Front Office Professionals
HIPAA
LEP
Confidentiality
Corporate Compliance
State Law- Minors
Potential liability risks
Payer Regulatory Requirements
No Surprise Act (Good Faith Estimates)
Live Q&A Session

Suggested Attendees:

Healthcare Administrators
Office Managers
New and Existing Front Office Staff
Physicians and Nurses
Non-Physician Practitioners
Safety and Security Officers
Medical Officers
Practice Managers
Safety Manager
Compliance Officers
Hospital and Medical Staff

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Course Joining Link And Materials
- You can access all the webinar materials after successful payment

About the Presenter:

Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, 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.

Snippet From Our Previous Session

Testimonials

"This program on HIPAA did a great job providing actionable concepts in a way that updated our team and me, I now know how I will implement the concepts because I already did it in their online seminar, it was easy to ask questions from the speaker at the end of my 60 minutes course."

— Melissa Preston, Health Information Management Staff

"David Vaughn covered the material completely and I have a new understanding of when, where and why we need to use an ABN"

— Sandie Fowler, Out of Network Billing Staff

"Great presentation. Able to do during the day. Timing was great."