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Front Office Success: How to Satisfy Patients and Boost the Bottom Line, 2nd Edition

Book -

SKU: 9054


Your front office staff are the individuals who have the initial contact with new patients, payers and referring practices, and in turn have a major influence on how your practice is perceived and rated in the market. Investing in effective training and onboarding programs for front office staff pay immediate dividends to your practice. Let best-selling author and popular speaker Elizabeth Woodcock’s updated book serve as the guide for training your front office staff.

This book will provide your staff with:
  • “Ten Commandments of Good Service” for the front office
  • Five measurable standards for telephone service
  • Strategies for successfully collecting from patients at the time of service, including those who are categorized as “cash only”
  • Confidence to be seen as a professional member of the team
Who will benefit from this training? All front office staff including receptionist, telephone operator, scheduler, cashier, collector, and many other jobs assigned to the front office team.

Useful checklists, logs, templates and scripts are included to boost performance of all front office staff are included and available to download!
 Elizabeth W. Woodcock

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 healthcare 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 healthcare management from the Wharton School of Business of the University of Pennsylvania.




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


Front Office Success-file download

About the Author

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