Knowledge Expansion

Front Office Success Online

Online Course

Online, self-paced

Professional Development

Patient Engagement

Practice Efficiency



Investing in effective training and onboarding programs for front office staff pays immediate dividends to your practice with increased patient and employee satisfaction. Leverage MGMA and share the responsibility of training your staff by utilizing our unique expertise and relieving the time commitment from your busy schedule. 

The resources in this course are designed for practices of all sizes and specialties, delivering a holistic training guide to enhance front office operations, efficiency, and effectiveness. The course also provides tools, charts and worksheets to help you evaluate your progress and needs. 

Based on the book by best-selling author, Elizabeth Woodcock, MBA, FACMPE, CPC, this course will prepare your staff to thrive in their front office role.

Tiered pricing will soon be available for groups of ten or more. Please complete this interest form to be contacted when group registration is available.

After taking this staff will be able to:
  • Define the 10 Commandments of Customer Service

  • Review registration and scheduling processes

  • Recognize measurable standards for telephone service by applying customer service skills to inbound and outbound calls

  • Identify strategies for successfully collecting payments from patients at the time-of-service

  • Discuss ways to effectively manage the patient’s wait time

Self-study course:
  • Available for one year from the date of purchase

  • Train staff on a schedule that fits your practice while reducing the supervisor's time commitment 

Engaging, up-to-date content to maximize learning:
  • Multimedia, videos and animation

  • Interactive quizzes and real-life problem-solving scenarios

  • Identification of learning gaps and additional resources to close those gaps

  • The ability to take notes within the course platform and print for future reference

Who should participate?

New front office staff members at any medical practice, and their managers who want to train them quickly and effectively.

CEU: 3.5

Continuing Education Information

  • Delivery method: self-paced study | ongoing
  • Learning Level: Basic
  • Prerequisites: None
  • Learning Format: Traditional
  • Advance preparation: None
  • Duration: Approximately 210 minutes
  • Available for: CEU: 3.5

Claiming Credit

If you wish to claim continuing education unit (CEU) credit for this eLearning course, participants must successfully complete all eLearning modules.

Official Continuing Education Statements and Availability

Continuing Education Units (CEU)

Generic CEU certificates of attendance are available to registered eLearning participants who complete the course as described above.

One generic CEU credit is awarded for every 60 minutes of educational contact, rounded down to the nearest 0.25.

For questions regarding continuing education, please contact us! | 877.275.6462, ext. 1836 | fax: 303.784.6083
To provide you maximum scheduling flexibility, this course is divided into several short segments, allowing you to complete one or more at a time.

  1. Customer Service: Making It a Personal Commitment
  2. Reception: The Patient Has Arrived, Now What?
  3. Registration: The Process of Enrolling Patients
  4. Telephones: Techniques to Manage Calls
  5. Scheduling: Setting Appointments for Patients
  6. Time-of-Service Payments: Collecting from Patients
  7. Waiting: Managing the Patient’s Wait
  8. Conclusion

You will need: 

Internet: A high-speed internet connection 
Audio: Computer speakers or headphones 
Learning management system: Run this system check
Self-paced study
Training courses purchased but not yet started will be eligible for a refund minus a $30 setup cost within 90 days from the date of purchase. Fees cannot be refunded once the program has been started or completed.

Contact MGMA
Contact the MGMA Service Center for cancellations or refunds:
Toll-free: 877.275.6462, ext. 1888
If for any reason MGMA must cancel this program, MGMA will notify participants by email of the cancellation no less than five business days prior to the cancellation of the program. Full registration fees will be refunded in full within 90 days of the cancellation. Fees cannot be refunded once the program has been started or completed.

Complaint resolution policy
Please contact the MGMA Service Center toll-free at 877.ASK.MGMA (275.6462) for issues or concerns with this course.

Thoughts on the Course

"I enjoyed the training – I felt as though it was a good refresher for staff members that have been with CRA for a while.  It was great for new hires which is likely what we would use this for.  I also enjoyed the fact that the training was up to date and interactive. Another piece, from a managers perspective, was the training also made the point to the employee that they are responsible for what they know.  Managers and trainers can train all day long, it is up to the employee to ask questions and retain the information."

-Elesha Burford, Front Office/Triage Manager, Colorado Retina Associates

Thoughts on the Book

"In short, for anyone managing a front desk staff, hiring office staff, or training personnel, Front Office Success is a timely and welcome addition to our tool kit for improving the day-to-day functioning of the physician’s office." 

-Gerry Goodrich, JD, MPH, Director, Practice Operations, Weill Cornell Physician Organization, Weill Cornell Medical College, New York

"[Front Office Success] does an amazing job listing out and explaining real-world actions (as well as) provides tools for both newly hired and seasoned staff. Many of the solutions that Woodcock explores can be applied throughout the medical practice – from the front to the back office. I would highly recommend Front Office Success to all colleagues looking to set themselves apart in this highly competitive market!" 

-Cinderella Tollefsen, CPC, FACMPE, Practice Manager, Hillside Family Medicine, Anchorage 

Complete the set and purchase the Front Office Success book by Elizabeth Woodcock, MBA, FACMPE, CPC. 

At this time, we are not able to offer the ability to purchase multiple seats via our website, but our Service Center will be happy to register your team for this via phone. Please contact them at 877.275.6462 ext. 1888 between 6:00 am - 6:00 pm Mountain Time, Monday through Friday.
Our team will also be glad to assist you in assigning those seats to individuals at your organization.
The more seats you purchase, the better your discount! 

5–14 seats – 5% off 
15–99 seats – 15% off
100 seats or more – 20% off


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Questions? Contact the MGMA Service Center for assistance during checkout or review our return policy for more information.