Front Desk Academy

Front Desk Academy

When: Wednesday, March 11, 2020 | 8:30 am - 4:30 pm

Where: AUCH Training Center, 860 East 4500 South, Suite 302, SLC, Utah 84107

Overview: This training will help health center staff in various roles understand the importance of customer service, registration, and creating and maintaining a culture of coverage.

Customer Service

  • CULTURALLY COMPETENT CARE
  • MOTIVATIONAL INTERVIEWING FOR FRONT DESK
  • DE-ESCALATION: MANAGING DIFFICULT BEHAVIOR
  • TRAUMA INFORMED CARE

Registration Best Practices

  • STAFFING THE PHONES
  • SCHEDULING
  • NEW PATIENT REGISTRATION
  • UTILIZING THE PATIENT PORTAL
  • SLIDING FEE IMPLEMENTATION
  • PATIENT ENCOUNTER WORKFLOW
  • OUTREACH & ENROLLMENT

Agenda: 

8:30am-9:00am - Breakfast and Check-in

9:00am-9:15am - Welcome

  • Introductions, Overview of Training

9:15am-10:30am - Working with Special and Vulnerable Populations

  • Cultural Competency 
  • Trauma-Informed Care

10:30am-10:45am - Break

10:45am - 12:00pm - Working with Special and Vulnerable Populations (Continued)

  • Motivational Interviewing 
  • De-Escalation Techniques
  • Secondary Trauma and Self Care

12:00pm - 12:30pm - Lunch

12:30pm - 2:00pm - Patient Encounter Workflow Best Practices

  • Appointment Scheduling
  • Staffing the Phones
  • Registration and the Patient Portal 
  • Measuring Success

2:00pm - 2:15pm - Break

2:15pm - 4:00pm - Patient Encounter Workflow Best Practices (Continued)

  • Checking Patients In
  • Sliding Fee Implementation
  • Chicking Patients Out
  • Motivating Patients to Enroll

For questions, please contact Samantha Burfiend at sburfiend@auch.org.

Start Date + Time March 11, 2020 @ 8:30 am
End Date + Time March 11, 2020 @ 4:00 pm
Registration Start Date January 29, 2020 @ 7:00 am
Registration Cut Off March 5, 2020
Cost $75.00
Location AUCH Training Center
We are no longer accepting registration for this event