How to Transform Front Office Staff into True Patient Care Coordinators-How to Transform Front Office Staff into True Patient Care Coordinators Slides

How to Transform Front Office Staff into True Patient Care Coordinators Slides

Pdf Summary

This document is a summary of a presentation titled "How to Transform Front Office Staff into True Patient Care Coordinators" by Michelle Smith, the President and Owner of Source 1 Specialty Services, Inc. The presentation discusses the process of finding and hiring the right person for the role of Patient Care Coordinator (PCC) in a medical practice. It emphasizes the importance of defining the duties and skills required for the role, such as communication, problem solving, listening, and empathy skills.<br /><br />The presentation also covers the training, motivating, coaching, and ongoing development of PCCs. It suggests creating a plan and providing materials and examples for teaching messaging and the importance of the message, practicing empathy statements, and other responsibilities. Ongoing training, listening to and evaluating calls, and rewarding and enriching PCCs are also highlighted.<br /><br />Effective communication and messaging are addressed in the presentation. It emphasizes the importance of simplicity, repetition of important information, and taking into account environmental factors like office noise and voicemail greetings. Building rapport, delivering empathy statements, and having clear intentions, credibility, and delivery in messaging are also discussed.<br /><br />Finally, the presentation covers the importance of confirmations in reminding patients of their appointments and building confidence in the practice. Other benefits of confirmations include increasing the likelihood of patient attendance, 3rd party attendance, and reinforcing the practice's message.<br /><br />The presentation concludes with a list of top 5 things to do now, which includes assessing current staff for potential PCC candidates, creating a hiring and training plan, creating scripting for messages, listening to voicemail prompts, and setting a confirmation schedule.<br /><br />Overall, the presentation provides insights and strategies for transforming front office staff into effective Patient Care Coordinators who can communicate with patients and represent the practice well.

Keywords

Patient Care Coordinator

Front Office Staff

Michelle Smith

Finding and hiring

Communication skills

Training and development

Effective communication

Building rapport

Confirmations

Staff assessment