What does Medical Staff Training Involve?

Well-trained staff is invaluable to a practice. Taking the time to train employees will pay off in many folds in future. Managers have the responsibility to train their staff and ensure they have the needed resources to do their job. We are here to help management in any way we can.

Phone receptionists, who will create appointments for patients, need to be trained on what questions to ask and what information to gather while scheduling patients. They also need to know how to explain services, doctor’s specialty, and insurance requirements in very simple terms. HIPAA training is also a must for any staff who is involved in patient processing.

Front desk receptionists have to be trained to greet patients properly, gather all demographics and insurance related information, check for referrals, pre-authorization, balances, and any other required information for the practice. While checking patients out, receptionists will need to make future appointments correctly to avoid any confusion for the practice or patient, keep patients informed about expectations for follow-up appointments, remind them about any requirements, and review appointment details before finalizing.

Staff preparing patients in the exam rooms need to be aware of documentation requirements, how to keep patients informed, and have an understanding of insurance requirements and HIPAA.

Technicians, nurse’s assistants, and patient coordinators need training on how to process patients in the exam room efficiently. They will need to gather all needed information for the visit, take appropriate history, explain to patient what to expect for the visit, and keep track of patient flow.

Let FCbilling Experts Help with Your Medical Staff Training

Medical staff training can be a daunting task. We are here to help aide management in any way we can. We have “Practice specific training program”. We develop a plan in conjunction with doctors and mangers to ensure all aspects of practice needs are addressed. Please contact us for more information.

Billing will need to coordinate closely with all office staff to make sure all needed information is gathered, documentation is done correctly, and understand all billing notes and alerts.

Benefits of Well Trained Staff

Well trained is invaluable to the medical practice. They to do their job effectively, assist doctors to provide best possible care to patients, keep positive environment in the office, and become brand ambassadors for the practice.

Increase Productivity

Employees need to be provided with training and tools to do their job effectively. We recently consulted with a medical practice who hired a salesperson to do scribing for the doctor. Without proper training, this new hire will be less productive and lose interest in the job. We have been working with the practice and the new hire for a smooth transition.

Improve Performance

When employees are trained well and given all needed information to do their job, they will perform at their best and succeed in their long term career with the medical practice.

Reduced Turnover

When employees love what they do, it will show in their performance and should be duly recognized by the workplace. Happy employees equal to steady workforce and less turnover. Medical practices need to provide training and support for employees in order to build a steady team.

Positive Practice Image

Patients consider anyone working in a medical office as experts in healthcare. They trust the office staff to take care of them. For this reason, it is important to keep employee turnover low. Patients take comfort in seeing familiar faces when they come for their doctor’s visit.

HIPAA Compliance

Patient care is not a responsibility to be taken lightly. It involves handling sensitive information and performing life saving duties. Proper training of medical staff is of utmost importance. Staff needs to be trained on how to process patient information and how to care for patients’ needs.

Consistency

Staff training is not a onetime effort. Initial training for new staff is only a start. Training has to be put into the practice’s schedule. Blocking office time to train staff will benefit the practice in many folds. Also, it is important to document all instructions in a staff handbook which is readily available for everyone.

Identifying Needs

One of the best ways to identify staff needs is to have open meetings. Encourage everyone to speak and initiate discussion. Managers will be surprised to find out how much they can learn from their staff.

Builds Team-Spirit

Having ongoing discussions with staff and actively taking their input will help medical practices become better patient care centers. Encourage staff to suggest possible solutions, not just log in problems. Build further training and improvement around their suggestions.

Training Should Include

• Technology Training

Take time to train staff thoroughly in practice software, insurance portals, patient portals, and all other healthcare related sites. This training should be continuous, not a one-time endeavor.

• How To Be Analytical

Successful people are able to realize what they don’t know or understand, and they can also identify where to seek help. Training should include analysis of job-related issues, how to approach them, and who to go for help.

• Collaboration

Successful practices do team building activity every day. A thriving practice is a combination of great doctors, well-trained staff, and satisfied patients.

What Is Included In A Healthcare Staff Training Program?

Receptionist

We work with front desk receptionists to train them on how to greet patients, how to check for insurance benefits and restrictions. We also train them on how to verify demographics and insurance benefits. They will also learn how to check referrals and collect any due payments.

Insurances

We work with all staff to give them an overview of different insurances. We train on requirements for referrals, pre-authorization, post operative period, frequency limit for services, Local Coverage Determination, and much more.

Patient Processing

A pleasant experience at check-in and exam-room will provide positive experience for patients. Staff helping with patient processing needs to be aware of patient flow and wait time. If there is an obstruction or delay in the flow, it needs to be addressed immediately. Any patient waiting for more than 15 minutes should be attended to. Technicians or doctor’s assistants need to briefly explain to patients which services will be provided during the visit and take note on any concerns.

Phone Receptionist

Patient care begins with the initial phone call received by the doctor’s office. The phone receptionist is the first person introducing the practice to the patient and should instill a pleasant and lasting impression. This person must display a good grasp of overall knowledge about the practice. Most offices skip the start of the patient care cycle and concentrate on the doctors and technicians who come much later in the care process.

Record Keeping

Health Insurance Portability and Accountability Act (HIPAA) strictly regulates patients’ health information. All staff needs have basic HIPAA training. HIPAA compliance manager needs to be designated and at least one person in the office needs to be HIPAA certified.

Basic Understanding of Insurances

Billing department needs to give a basic overview of insurance to all staff. Good understanding of insurance benefit and regulation is needed at appointment, check-in, check-out, and during exam preparation.

Basic Understanding of Billing

Any staff who will need to answer questions regarding billing, balances, or patient responsibilities needs to have basic understanding about co-pays, deductibles, co-insurances, referrals, authorizations, and coordination of benefit.

We Train Medical Office Staff

Making Appointments

Phone operators need to have a good grasp of overall knowledge about the practice, doctor’s specialty, insurance requirements, visit requirements, and patient data.

Gathering Patient Information

In order for billing department to verify insurance coverage for a visit, several information is required from patients. We train phone receptionists how to get all needed data.

Insurance Details

We train staff on how to read insurance cards for benefit information. We also review common insurance terms that staff will come across. We cover all insurance related information needed by the staff.

Patient Questions and Concerns

Clinics have to attend to patient requests, concerns, and questions every day. Some are unique, but many are the same. We review all situations and patient questions we have come across in past ten years.

Check-In

We work with front desk receptionists to train them on how to greet patients, and check for insurance benefits and restrictions. We also train on how to verify demographics, follow-ups, and concerns. They will also learn how to check referrals and collect any due payments.

Logging Payments

A clean book of account is vital to the practice. We train staff on how to document payments properly. We also put in several safeguards in place to catch any mistakes.

Elements Of The Exam

To guarantee payments and avoid audits, strong documentation is needed to back up each claim. Exam notes are the only supporting evidence for claims. We review exam note requirements with providers and scribes.

Perfect Follow-Up Appointments

We help practices to bridge communication gaps between doctors, scribes, and other staff. Good communication will help the check-out staff make appropriate follow-up appointments and avoid patient dissatisfaction.

Insurance Payments

Even though patient processing staff are not billers, they will often need to answer certain insurance payment related questions. It is beneficial for the staff to have an overall understanding of insurance benefits and payments.

Patient Billing

If patients are expected to pay any amount at check-in or check-out, staff needs to have a good understanding of patient balances. We work with front-desk staff to provide them with a working knowledge about patient responsibilities.