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!
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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