October 21 & 22
9:00 am - 5:00 pm

Medical Society of Delaware
900 Prides Crossing, Newark, DE

Registration Fee $295
(Includes Coure Manual)
10 CEU's


October 21 - 22, 2021
9:00 AM - 5:00 PM

MSD Conference Center
900 Prides Crossing
Iron Hill Corporate Center
Newark, DE 19713

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Setting high performance standards in the front office will lead to more informed and satisfied patients, smoother workflow and a healthier revenue cycle.

  • Attendees will learn essential responsibilities to excel in a patient-interfacing role.
  • Emphasis on quality care measures, overall patient satisfaction, work flow, compliance, and the bottom line are key ingredients that make or break office success.
  • Class includes discussion on new health care communication and compliance challenges.
  • Instructor covers skills and techniques to handle difficult, stressful situations with more confidence and clarity.
  • A post-lecture assessment will be administered. Participants with a passing score receive a Certificate of Competency.
The instructor-led classroom experience creates an environment where students can learn from others and network while increasing their knowledge.

This program covers everything from patient satisfaction, medical ethics and etiquette to communication techniques and data collection, and privacy/security compliance.

Course Outline:
  • Explanation of the revenue cycle and patient data collection
  • Detailed instruction on communication, organization and responsibilities of the front office
  • Difference between medical ethics and medical etiquette
  • Review of medical terminology
  • Communication techniques and conflict resolution tactics that really work
  • Techniques to ease communication with angry and abusive patients
  • Customer service guidelines and proper implementation
  • How to more effectively schedule walk-ins
  • Charting and medical record documentation guidelines
  • Insurance basics and building a good business relationship with carriers
  • Importance of billing and collecting within established guidelines
  • Creating a culture of safety and compliance
Who Should Attend:
This class is appropriate for anyone responsible for patient communication, data collection, and scheduling.

What to Bring:
A course manual will be provided that includes sample policies and forms for better front desk management. No additional reference materials are needed.

Post-Lecture Assessment:
A two hour post-lecture assessment is included. A Certificate of Competency is awarded to those who receive a passing score.

NOTE: Participants must attend both days in order to receive the Post-Lecture Assessment.
Registration     Quantity

MSD Conference Center - Newark, DE     $295.00
Please make check payable to Medical Society of Delaware
For questions, please contact Lynn Robinson at 302-224-5198
Payment must be received prior to the start of class.
Cancellation Policy:
Cancellations will result in a credit voucher good within a year of issuance. A refund less 20% processing fee may be requested if cancellation is received at least 7 days prior to the program. More details on this policy are posted at

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