Unlock Front Desk Potential: Strategies to Drive Revenue Growth

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Presenter: Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I

Date: Wednesday, June 03, 2026

Time: 1 pm ET | 12 pm CT | 11 am MT | 10 am PT

Duration: 60 minutes

Course Description

The actions of front office staff can create loyal patients or drive them away. Training new front office employees and maintaining high quality standards for your existing team takes time and effort, both in short supply, yet how they interact with patients in person, on the phone, their follow up, collection activities etc. tie directly to how happy patients are with your practice. This session will be a great help for your office staff meet your standards including friendliness, dependability, attention to detail, responsiveness and empathy. Expert Tracy will guide you to design and create effective process for your front desk staff. She will help your new and existing staff to understand what’s required for an efficient, effective front desk, and know exactly how to make it happen.

Learning Outcomes

Learn to engage patients so they feel heard and valued
Learn Pre-Visit, Check-In and Check-Out Technology
Utilize simple phrases for point of service collections
Strengthen verbal communication skills
Understand the importance of all front-end processes and how they affect the entire practice success
Understand rules and regulations that impact front desk
Understand Insurance, Billing and Points of Services Collections
Know the Regulatory and Legal Issues for Front Office Professionals
Learn how to avoid legal mistakes and get protected from court issues

Areas Covered in the Session

Front Desk Role Importance
The Profession of Medicine
Front Office Fundamental Skills
- Insurance, Billing and Point of Services connections
- Professionalism Customer Services
- Greeting, Telephone and Scheduling
- Communication & Patient Engagement
- Regulatory and Legal
- Technology Acumen
Create a connection, not a transaction
What Patients Want – Perception are Based on Non-Clinical Elements
Communication and Factors affecting communication experience
Communication with Patients
Healthcare Consumerism
Patient Retention
Barriers to Communication
Patient Centered Care – Heart of improving Communication
Effective Communication Skills
Non-verbal Element of Communication
Basic Healthcare Knowledge
Medical Terminology
Why Do I Need to Know Anatomy and Medical Terminology
Understanding Insurance, Billing and Point of Service Collections
- Medicare and Medicare Advantage Plans
- Medicaid
  - State sponsored Medicaid
  - Managed Medicaid
- Commercial payers
  - BCBS plans
  - Managed Care
    - HMO’s PPO’s
- Participating/contracting
- Networks
- Third party administrators (TPA)
- Health Savings Accounts (HSA)
- Health Reimbursement Account (HRA)
Educating Patients
Steps for Successful Front End Revenue Cycle
Pre-Visit Technology
- Patient Registration
- Patient Portal
- Reminder Calls
- Eligibility and Benefit Verification
Check-In/Check-Out Technology
- Insurance and Scanning
- Process Payment by credit cards, HAS/FSA cards and checks
- Secure storage of credit card info
- Automatic credit card payment schedules
- Kiosk check in
Follow-Up Technology
Regulatory Issues for Front Office Professionals
- HIPAA
- LEP
- Confidentiality
- Corporate Compliance
- State Law- Minors
- Potential liability risks
- Payer Regulatory Requirements
- No Surprise Act (Good Faith Estimates)
Live Q&A Sessions

Recommended Participants

Healthcare Administrators
Office Managers
New and Existing Front Office Staff
Physicians and Nurses
Non-Physician Practitioners
Safety and Security Officers
Medical Officers
Practice Managers
Safety Manager
Compliance Officers
Hospital and Medical Staff

About the Presenter

Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, has many years healthcare management experience in multiple specialties in the areas of practice operations, revenue cycle management, coding, documentation, staff training, communications, policy and procedure development, and workflow redesign. Her experience includes work with private practices, hospital-based practices, rural health clinics, and FQHC’s She is an ACMPE Fellow with MGMA, a Certified Professional Coder (CPC), a Certified Professional Medical Auditor (CMPA), a Certified Evaluation and Management Auditor (CEMC), a Certified Professional Medical Coding Curriculum instructor (CPC-I). Tracy is co-founder and past president of the NE Kansas Chapter of AAPC, a past president of MGMA-GKC, is the ACMPE Forum Rep for Kansas, and Kansas City, and previously served on the Certification Commission for National MGMA. Tracy is also an independent practice management consultant with national MGMA. Tracy presents to many healthcare organizations on a variety of practice management topics as well as being a National speaker for MGMA and AAPC.

Additional Information

After Registration:
You will receive an email with login information and handouts (presentation slides) that you can print and share with all participants at your location.

System Requirement:

Internet Speed: Preferably above 1 Mbps
Headset: Any decent headset and microphone which can be used to talk and hear clearly

Can't Listen Live?
No problem. You can get access to an On-Demand webinar. Use it as a training tool at your convenience.

For more information, you can reach out to the below contact:

Toll-Free No: 1-302-444-0162
Email: care@skillacquire.com
Address: 651 N. Broad Street, Suite 206, Middletown, DE 19709

Snippets From Our Previous Session