Patient Access and Front Desk Operations

Program overview

Patient access staff verify identity, capture the data every downstream process depends on, manage waiting areas under pressure and absorb the first complaint. Almost no training catalogue serves them. This course covers registration accuracy and patient identification, insurance and eligibility capture, appointment and referral handling, managing a waiting area, telephone technique, confidentiality at an open desk, and de-escalating an angry visitor. Written for reception, registration, scheduling and patient services staff, and for the supervisors who lead them.

Why this program

Who it is for

Program objectives

• Apply correct patient identification and registration practice
• Capture insurance and eligibility information accurately
• Manage appointments, referrals and waiting lists systematically
• Maintain confidentiality in an open reception environment
• Apply effective telephone and queue management technique
• De-escalate a dissatisfied patient or visitor

Learning outcomes

• Apply identification checks to a described registration scenario
• Identify the downstream consequences of a described data capture error
• Evaluate a reception layout for confidentiality risk
• Apply a de-escalation approach to a described complaint
• Prioritise competing demands in a described busy period
• Recommend improvements to a described waiting area experience

Curriculum

Duration and structure

5 lessons across 5 modules. Duration is expressed in study hours.

What you receive

Delivery format

• Self-paced — start any time.
• Study on any device.
• Lifetime access to the version you enrolled in.

Program handbook