Front Office Success - How to Satisfy Patients and Boost the Bottom Line

New! Take on the challenges faced by all front office staff with grace and increase productivity.

Item #: 8253
ISBN: 978-1568293790

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This book is eligible for 3.5 credit hours as approved by ACMPE. After completing the quiz, you can enter your credit hours into your transcripts now

Front-office staff is the face of your medical practice. Although expected to be poised and professional at all times, sometime it can take everything you’ve got to hold it together. With best-selling author and popular speaker Elizabeth Woodcock serving as a personal coach, this book shows how to increase emotional balance, improve your ability to roll with the punches and be more productive.

You’ll learn to view the challenges as opportunities that can significantly help patients, staff and physicians alike.

Includes a CD that contains customizable tools to use in your own practice!

Front Office Success

CHAPTER 1 Customer Service: Making It a Personal Commitment
CHAPTER 2 Reception: The Patient Has Arrived, Now What?
CHAPTER 3 Registration: The Process of Enrolling Patients
CHAPTER 4 Telephones: Techniques to Manage Calls
CHAPTER 5 Scheduling: Setting Appointments for Patients
CHAPTER 6 Time-of-Service Payments: Collecting from Patients
CHAPTER 7 Waiting: Managing the Patient’s Wait
CHAPTER 8 Check-out: Handling the Patient’s Exit
CHAPTER 9 Conclusion
APPENDIX
A. Questions for Front Office Supervisors
B. Answer Keys to Self-test Quizzes

Elizabeth W. Woodcock , MBA, FACMPE, CPC

Woodcock is a professional speaker, author and trainer specializing in medical practice management.

Woodcock has focused on medical practice operations and revenue cycle management for more than 15 years. Combining innovation and analysis to teach practice operations, she has delivered presentations at regional and national conferences to more than 150,000 physicians and managers. In addition to her popular e-mail newsletters, she has authored several best-selling practice management manuals and textbooks, and published dozens of articles in national health care management journals.

Woodcock is a Fellow in the American College of Medical Practice Executives and a Certified Professional Coder. In addition to a bachelor of arts degree from Duke University, she completed a master of business administration in health care management from the Wharton School of Business of the University of Pennsylvania.

Sample Chapter

View a sample chapter from Front Office Success: How to Satisfy Patients and Boost the Bottom Line.

Podcast

Healthcare speaker and author Elizabeth Woodcock shares tips from Front Office Success. Learn the importance and role of the front office in a medical practice.
Listen to the podcast here

Blog

10 commandments of good service for Front Office Success, by author Elizabeth Woodcock, MBA, FACMPE, CPC
Read the blog here

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By Jenny Lanier
Great resource book for front office supervisors to utilize - there is always a new way to look at the same thing we have been doing for 20 years and this is a neat view!

By Douglas Eckert
'Front Office Success consists of a thoughtful and succinct summary of all of the steps necessary to administer a sucessful clinic - from reception, through registration, telephone contact, scheduling, collecting co-pays, managing the patient's wait and the check-out process. Author Elizabeth Woodcock presents a wealth of up-to-date and useful suggestions.' - Douglas Eckert, CMPE