Overview

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: - The ""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"" - The 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 to boost performance of all front office staff are included and available to download.

Full Product Details

9781568295350

Table of Contents

Reviews

This book is now essential reading for all my front office staff. Elizabeth Woodcock is the expert on running an efficient medical practice, and the practical wisdom and insights she shares in Front Office Success are what every front office employee needs to reach peak performance. She gets right to the point in a clear, straightforward text that should be on the bookshelf of every medical practice. Kevin Colton, MD Pediatrician Children's Medical Group, Atlanta - Properly applied, Elizabeth Woodcock's newest book, Front Office Success, is sure to propel medical practice staff to a higher level of performance and become a well-used handbook for all front office employees. Woodcock 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 - Elizabeth Woodcock's Front Office Success, her latest book on the operations and management of the physician's office, is a 'must-have' ... The book covers all the bases - and basics - of front desk operations ... Woodcock knows her audience and writes well for it. The book is clear, concise, and easy to read. Designed as a training manual and teaching tool, it has tips, lists, do's and don'ts, examples, self-tests, and a quiz for each chapter. The book is a self-help learning tool for both the beginner and the seasoned. 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

Author Information

Elizabeth W. Woodcock, MBA, FACMPE, CPC, has visited countless medical practices in search of improving practice operations. Having observed front offices that work - and those that don't - she presents a training guide for performance improvement to enhance these essential team members. Believing that front office medical personnel are key players in a medical practice's success in marketing, patient loyalty, and earnings, she presents practical advice sure to guide front office personnel to become skilled and motivated team players. Educated at Duke University (BA) and the Wharton School of Business (MBA), Elizabeth has traveled the country as an industry researcher, operations consultant, and expert presenter. Currently principal of Woodcock & Associates, Elizabeth has focused on medical practice operations throughout her career. She has served as the director of knowledge management for Physicians Practice Inc., a consultant with Medical Group Management Association's Health Care Consulting Group, group practice services administrator at the University of Virginia Health Services Foundation and a senior associate at the Health Care Advisory Board. Elizabeth is a Fellow in the American College of Medical Practice Executives (ACMPE). In addition to co-authoring the Operating Policies and Procedures Manual for Medical Groups (5 editions), The Physician Billing Process: Navigating Potholes on the Road to Getting Paid (3 editions) and Patient Access: Tools and Strategies for the Medical Practice (2 editions), Elizabeth is the author of Mastering Patient Flow (4 editions). A frequent contributor to national healthcare publications, she currently resides in Atlanta, Georgia, with her husband and three children. To contact or learn more about Elizabeth, visit www.elizabethwoodcock.com.

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