Training Checklist for Registrar/Front Desk

April 28, 2016

Every business has employee turn over, and since your Registrar/Front Desk person is the first point of contact for your patients, it is vitally important that this person is well trained and ready to hit floor running, hopefully, on the first day, but realistically, within the first week. Since it is inevitable that training is a must and is crucial to your practice, make sure they are off and running in the right direction to best benefit your physician medical practice. I’ve put together a Training Checklist that covers many areas of focus, and although your practice may not need to cover them all or you may have additional items to add, this is at least a good start on where to begin putting together a comprehensive guide for your front office position.

  • Expectations for first week, 30 days, 60 days, 90 days
  • Tour of office and introductions
  • Confidentiality/HIPAA
  • Understanding the patient profile for the practice (who comes to see us and
what might they be feeling – scared, in pain, confused)
  • Professionalism – dress, speech, manner, tone, hygiene
  • Organizational Chart – who does what
  • How to answer the phone – what types of calls might come in
  • Message-taking and contacting doctors/care providers
  • Medical records (paper, EMR)
  • Insurance companies the practice deals with, what subscriber cards look like
  • Collections – asking patients for money, protocols for documenting money
  • Training on phone, intercom, light system
  • Software training on PM
  • Training on printers, scanners, credit card machines, copiers, faxes
  • Proofreading and double-checking data entered
  • Office supplies – where to find them, who to tell when they are low
  • Kitchen protocols for lunches, etc.
  • Parking
  • Clocking in and out – guidelines
  • Practice numbers – calling in sick, late
  • Duties when no patients
  • Management of encounter forms, superbills, fee tickets (whatever your
practice calls them)
  • Management of reception area – cleanliness, magazines, trash cans, tissues,
water, coffee
  • Compliance issues, reporting protocol for problems
  • Who to ask questions of
  • Infection control, hand washing, OSHA training, etc.
  • Safety – patient emergency, fire, hazard, weather
  • Harassment policy
  • Internet policy including passwords, surfing, screen savers
  • Email protocols
  • Where to find/read announcements, office meetings

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