11/17/15 1 Front Office First Impressions How to train your Front Office staff to be an innovative and inspired part of your staff. Day 1:Overview of IRG as acompanyand what weexpectfrom our FOC Staff Day 2: Computer training; Raintree, Zirmed, P drive, Outlook Day 3: Hands on training/Job Shadow Day 4:Hands on Training/Job Shadow Day 5:Workat Clinic hired for,if no FOC currentlythere trainerto sitwith forentireshift. Day 69:Successfullyruns thefront ontheir own whilebeingable toreachoutto anytrainers or sister clinic for help. Day 10: FOC trainer to return andcheckin at clinic, audit work, go over anyquestions and set up another follow ifneeded. 10 Day Training Module Day 1 HR PowerPoint
Transcript
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Front Office First Impressions
How to train your Front Office staff to be an innovative and inspired part of your staff.
Day 1: Overview of IRG as a companyand what we expect from our FOC Staff
Day 2: Computer training; Raintree, Zirmed, P drive, Outlook
Day 3: Hands on training/Job Shadow
Day 4: Hands on Training/Job Shadow
Day 5: Work at Clinic hired for, if no FOC currently there trainer to sit with for entire shift.
Day 6-‐9: Successfully runs the front on their own while being able to reach out to any trainers or sister clinic for help.
Day 10: FOC trainer to return and check in at clinic, audit work, go over any questions and set up another follow if needed.
Day 1-‐We believe in great customer service, in creating a family atmosphere, and in letting our passion for customer service drive our business.
-‐We do this by hiring the best healthcare professionals and support staff, fostering a innovative and passionate work staff that are here to make your life easier so all you need to focus on is getting healthy.
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Policy's and Procedures
Dedicated time for employee to read IRG handbook, HIPAA, and Fraud Waste and Abuse. -‐ Take quiz after each module
What to Expect
• -‐FOC Check list–Make it clear what your FOC should expect in a day to day life in their job.
– Go over checklist of AM and PM daily duties and outline job duties.
Conclude Day 1
• IRG Power Point, Shows Staff and clinics throughout the year, what truly makes us such a great company
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Day Two
Welcome Back!• Logins-‐ Collect all logins and show new employee how to log into each one
• (Time Force, Zpay, Computer, RT, Outlook, and any insurance websites they may need)
P DriveOur P drive is the hub where all our forms can be found as well as any
policy's or procedures.
Each FOC will get a spreadsheet on Day 2 showing what is on P drive, each
form has a hyper link to it.
Outlook/Webmail-‐Show how to login to outlook and webmail (logins
-‐ Pick up a caller on hold-‐ Transfer calls to clinic/Admin
-‐ Transfer calls to other phones within your clinic
Phone Etiquette-‐ Greeting should be bright, sound like you
are smiling-‐ Answer “ Good Morning, Afternoon, or
Evening, IRG (Insert your clinic name) this is (insert your name).
Create your own great impression with a great introduction on the phone.
Phone Etiquette-‐ Tone of voice should always be friendly
-‐ Language should always be professional but not so professional it is void of
feeling.
-‐ Emotion/attitude shows through your voice easily.
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Raintree Training-‐ Login-‐ How to access your schedule-‐ How to schedule
-‐ Cut, Paste-‐ Difference between RS, CX, NS-‐ Difference between IE, RE, ST, PN
-‐ Duration of appointments
Raintree Training-‐ Inputting a new patient through the
scheduler.
-‐ Inputting a new patient through patient files.
Break
In order for your new employee to retain information you don’t want to cram them to full.
Make sure regular breaks are given to allow retention .
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ZirmedCopays and payments on account
[email protected]‐ All instructions for this is on the P drive-‐ Make sure money is organized and correctly gets courier to Accounts receivable. -‐ Mistakes with money can lead to bills being mailed out wrongly.
First ImpressionsWhat we see….
-‐Facial Expressions
-‐ Body Language
-‐ Grooming and Clothes
-‐ Physical Setting
-‐ Speed of Response
First ImpressionsWhat we hear….
-‐Friendly Greeting
-‐ Tone of Voice
-‐ Language
-‐ Emotions
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First ImpressionsWhat we think….
-‐Attitude
-‐ Knowledge and Skills
-‐ Willingness to help
A.I.D.E.TA-‐ Acknowledge
I-‐ Introduce
D-‐ Duration
E-‐ Explain
T-‐Thank You
Conclude Day 2-‐Conclude Day 2 with a quiz on what was
taught today-‐ Scheduling
-‐ Taking Copays-‐ First Impressions
-‐ Multi-‐Line phone use-‐ Phone Etiquette
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Day Three/Day FourJob Shadow
-‐ This is the portion of training that is for the FOC to really learn how to operate
the clinic and run the front
FOC Calendar
In Conclusion
We are only as strong as our weakest member. This is what makes a good training and follow up program so important. Employees thrive on knowing there job and doing it well, without proper training they can not achieve this.
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Questions
Front Office First Impressions
How to train your Front Office staff to be an innovative and inspired part of your staff.
Creating a Positive Patient Experience
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Creating a Positive Patient Experience
• PPE = Awesome Customer Service
• Patients vs customers
• Developing a culture within your clinics
• Embrace giving awesome customer service
Creating a Positive Patient Experience
• Is more than implementing some clever programs
• Is dependent upon staff being on the same page
(example…my mother’s experience)
• Starts with what we value – what we believe
Awesome Customer Service…
Creating a Positive Patient Experience
As we think, so we become…
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Defining Your Company Values
Exercise: What does your company value?
Overview For Today
• Roadmap for awesome customer service
• Cultivating a Culture of Care
• Creating a Meaningful Connection
• Capturing our patient’s loyalty
Cultivating a Culture of Care
• Must begin with how well we treat our employees
• Must be defined and communicated effectively
• Must be “fleshed out” clearly
• Must be monitored constantly and celebrated frequently
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How well do you treat your employees?
Cultivating a Culture of Care
Defining & Communicating Values:
Cultivating a Culture of Care
Are your company values clearly defined?
The Importance of Vision Casting:
Communicating your company values will define the course of your business
Cultivating a Culture of Care
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“Flesh Out” Your Vision Specifically:
“Vision without execution is just hallucination”~Forbes Magaz ine
Cultivating a Culture of Care
“Flesh Out” Your Vision Specifically:
Cultivating a Culture of Care
• Understand the motivations (the “why’s”) behind the vision
• Build a motivated team
• Set specific strategies (relevant, meaningful, measurable)
• Monitor and celebrate
Cultivating a Culture of Care
• Get clear on what you value
• Starts with how you treat your employees
• Needs to be clearly defined & communicated
• Must include specific strategies
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Create a Meaningful Connection
Create a Meaningful Connection
• Between patients and staff
• Between patients and their appointments
• Foster a culture of connectedness
Between Patients and Staff :
Create a Meaningful Connection
• Their pain is our purpose
• They are the most important part of our day
• Every patient is different-‐treat them that way
• Are we accommodating or rigid?
• Respect, respect, respect
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Between Patients and Their Visits:
Rehab is a connected and continuous journey
Create a Meaningful Connection
Facilitate a Culture of Connectedness:
Create a Meaningful Connection
• Actions speak louder than words
• Beliefs drive actions
• Practical examples:
o Thank you notes
o Call backs
o 30/30 Campaign
Capture Their Loyalty
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Capture Their Loyalty
• Cultivate lifelong patients
• Stay fluid in the midst of changing healthcare
• Implement innovative strategies
• Stay true to who you are
The Changing Climate of Healthcare:
“If at f irst you don’t succeed, try, try again. Then quit. No use being a damn fool about it!”WC Fields
Capture Their Loyalty
The Changing Climate of Healthcare:
Capture Their Loyalty
• Referral patterns – Doctors vs Patients
• Patient-‐centered practices
• Patients want and expect more
• Marketing impact
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The Changing Climate of Healthcare:
Marketing Impact
Capture Their Loyalty
• External marketing – Physician’s office vs community focus
• Internal marketing – keeping patients loyal
• Strategic and innovative in our approach
• Wellness and niche practice
Cultivating Lifelong Patients:
“If you want to win, do the ordinary things better than anyone else does them day in and day out.”~Chuck Noll
