Staff Training

Skill Modules

Practice Values & Principles

We believe we must first take good care of ourselves: physically, emotionally, and mentally. For example, we want our staff to have healthy lifestyles, stress management, and support systems. We believe this is paramount as it not only helps us take the best care of our patients long-term, but adherence to these values help us to live joyful and sustainable lives. Our commitment as a practice is to not let work tasks encroach on personal and family time and rest days of our staff.

We believe every patient and person with whom we interact is a blessing and we seek to be a blessing to them. We remember that sometimes people in pain or in difficult circumstances may not present their best to us, but we have a high calling to treat everyone kindly no matter their disposition.

We believe in hard work and professionalism. Such values include: punctuality, a can-do attitude, clear communication, no personal communications apart from family emergencies at the workplace, attention to people and work tasks and not personal devices, and appropriate attire.

Communications 101: Phone and general principles.

Courtesy and professionalism:

Always be polite.
Always be helpful.
No assumptions or guessing.

Phone etiquette:

Respectful of people's time.
Clear and concise communication.
Spelling and repeating back information.

Closed-loop communication: Confirming receipt and acknowledgement of important information.

Staff portal familiarity: be able to quickly locate information on the portal.

Appropriate use of AI.

Charting 201: Carepatron navigation, chart and schedule management.

Prerequisites: COMMS101

Required skills:

1. Understanding the calendar
2. Charts
  1. Finding patients
  2. Adding patients
  3. Updating demographics
3. Appointments
  1. Create new appointment
  2. Editing appointment
  3. Re-scheduling
4. Uploading and naming files

Honors skills:

Invoice management
Editing availability

Communications 201: Spruce external and internal communications.

Prerequisites: COMMS101

Required skills:

1. Inbox triage and management (archive/page/assign)
2. Calling patients
3. Texting patients
4. Adding contact information
5. Paging
6. Resolving pages
7. Internal notation

Honors skills:

Templates

Spruce Tutorial Video

Insurance 101: Pre-authorizations.

Prerequisites: COMMS101, CHART201

Required skills:

1. Understand pre-auth worksheet
2. Portals:
  1. Availity
  2. Cigna
  3. UHC
3. Phone pre-auths
4. Notating auth / case #

Insurance 102: Filing claims.

Prerequisites: COMMS101, CHART201

Required skills:

1. File claims on Carepatron
2. File claims with external biller
3. File claims for Worker's Comp
4. Invoice creation on Carepatron

Roles

While we do several roles based on what's needed, here are the traditional roles (or "hats"):

1. Receptionist (requires COMMS101): Answering calls and scheduling patients for appointments/procedures and answering common questions or taking down information.

Goals:

Process a new patient appointment request efficiently.
Answer simple questions.
Notate any advanced questions so we can get back to patient later (no guessing/assuming).
Take payments over the phone.

2. Patient Navigator (requires COMMS201, CHART201): Facilitate an improved patient experience and coordination of medical care.

Goals:
1. Process the Spruce queue.
2. Appointment prep.
3. Communication with other medical offices:
  - Fax requests for medical information.

3. Medical Assistant (requires COMMS201, CHART201, INS101): Patient navigation plus insurance pre-auths and post-op troubleshooting.

All Patient Navigator roles plus:
1. Insurance pre-authorization.
2. Answering questions post-op / sending messages to Dr. Cober.

4. Biller (requires INS102): Filing claims.

5. Surgical Assistant: Assist in the OR, have an NPI for insurance billing.

6. Financial Specialist: Manage and oversee the financial aspect of the practice.

Goals:
1. File claims
2. Troubleshoot denied claims
3. Patient accounting and billing
4. Manage tax expenses and accounting

Google Sites

Report abuse