Unlock Front Desk Potential: Strategies to Drive Revenue Growth

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)

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

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.

Additional Information:

System Requirement:

• Internet Speed: Preferably above 1 MBPS
• Headset: Any decent headset and microphone which can be used to talk clearly

For more information, you can reach out to the below contact:
Toll-Free No: 1-302-444-0162
Email: care@skillacquire.com

Snippet From Our Previous Session:

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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"

Tina Duffy, Compliance Officer