The non-clinical skills needed to work in a primary care office: the care team, patient flow, scheduling, registration and insurance basics, privacy and compliance, customer service, medical terminology, records and documentation, referrals and care coordination, quality and safety. Eighteen lessons for front-desk and support staff.

Modules

The Primary Care Office

Lessons

• The Primary Care Team Preview
• Patient Flow from Check-In to Check-Out
• Professionalism and Compliance Basics

Scheduling and Access

Lessons

• Scheduling Fundamentals
• Reducing No-Shows and Managing Cancellations
• Phone and Message Management

Registration Insurance and Records

Lessons

• Patient Registration and Identity
• Insurance Basics for Front Office
• Medical Records and Documentation

Privacy Service and Communication

Lessons

• Privacy and Security in Practice
• Customer Service in Healthcare
• Medical Terminology Essentials

Care Coordination

Lessons

• Referrals and Prior Authorizations
• Test Results Orders and Follow-Up
• Care Coordination and Population Health

Quality Safety and Growth

Lessons

• Quality Improvement Basics
• Safety in the Office
• Career Paths in Primary Care