Online Training Course

Misty Nelson LPN, CMC, CMIS, CMOM, CMCO

Misty has more than 12 years of healthcare experience. Her nursing background combined with her management experience, industry knowledge and natural teaching ability are the perfect fit for the classroom.

She has worked as a Practice Manager for two health centers in North Carolina where her responsibilities included management of clinical and support staff, as well as day to day operations of a FQHC. Misty was responsible for maintaining HIPAA and OSHA compliance and wrote an emergency action plan. She also handled the practice budget and productivity, and had a hand in the scheduling of residents and faculty. With both clinical and practice management knowledge, she has been able to understand and participate in quality assurance programs and nursing care plans.

Misty graduated Magna Cum Laude from ECPI College of Technology Medical Careers Institute in Greenville, SC

Participants will be armed with problem-solving skills, heightened awareness of privacy and security compliance and better overall management of the front desk.

This class is appropriate for anyone working in a front office role in a healthcare facility and others responsible for patient communication, data collection and scheduling. Beginners and seasoned staff will gain practical tips and new ideas for improving performance.

Highlights:

• Personal skill-assessment inventory review
• Effective patient education of practice policies
• Patient confidentiality and HIPAA compliance
• Listening and time management skills
• How stress affects your voice and demeanor
• Make your voice and personality your best asset
• Turn routine patient relations into outstanding customer service
• How to communicate with angry or abusive patients and a variety of personalities
• Conflict resolution tactics that really work
• Overview of the billing and collections process
• Schedule appointments more efficiently
• How to handle no-shows, short-notice appointments, walk-ins, and excessive wait time
• Medical ethics & medical etiquette
• Good patient relations - the best marketing in town
• Collecting co-pays at time of service
• Introduction to charting and the medical record

On Demand viewing of two 90 minute recorded instructional sessions. Includes digital course manual.�

“When I started in healthcare, my goal was to get a job in the front office for a year and move on to a different career path.

By taking that first step into the unknown, it led me down the road of success. In my 30 year journey, I developed a passion for health care and I believe it all started in the front office.”

"Go as far as you can see; when you get there, you’ll be able to see further.”  -Thomas Carlyle

Ada X Gonzalez, CMCO CMOM, VP Revenue Cycle, DHR Health