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Front Office Academy
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This 6 session, multi-format training is designed to provide front office staff with the tools and resources to deliver excellent customer service.

 Export to Your Calendar 4/16/2020 to 9/23/2020
When: Starting Thursday, April 16, 2020
8:30 AM
Contact: Kysa Monette
608-277-7477


Online registration is available until: 4/1/2020
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Front Office Academy

6 Session Series

*REGISTRATION FEE REQUIRED*

Registration 

  • Early Bird Discount: December 6 - February 1 - $350/attendee 
  • Regular Registration Fee: February 1 - April 1 - $400/attendee
  • Deadline to Register: April 1, 2020

Registration Includes:

  • Registration fees for all 6 sessions
  • Copy of the Book Crucial Conversations
  • 2 meals for Session 1
  • 2 meals for Session 4
  • 2 meals for Session 6

Registration Does Not Include: 

  • Hotel
  • Mileage 
  • Optional registration for the 2020 Fall Learning Session

Theme

  • Exceeding Expectations: How to provide high quality customer service in a fast paced environment 

Meeting Objectives:

  • Front office staff feel like a valued part of the Health Center team
  • Empower staff to share process improvement suggestions and feedback with one another and leadership
  • Provide skills and resources to enhance customer services

 Target Audience 

  • All front office and front desk staff

 Course Outline

  • 3 face-to-face meetings
  • 3 webinars

Hotel Reservations:

April Face-to-Face:

  • Kalahari Resort - Call 877-254-5466 to make your reservations. Mention Wisconsin Primary Health Care Association to get the group rate of $129. Room block expires Monday, March 16, 2020.

July Face-to-Face:

Madison Hotels: We do not have a block of rooms reserved. We do have group rates with these 2 hotels.

  • Staybridge Suites Madison - Mention WPHCA - Wisconsin Primary Health Care Association, $110 - 608-241-2300
  • LaQuinta - Madison- Mention promo code - WPHCA1 - $85 - 608-245-0123

September Face-to-Face:

  • Best Western Premier Waterfront Hotel & Conventions Center - Call 920-230-1900 to make your reservations. Mention Wisconsin Primary Health Care Association Fall Learning Session to get the group rate of $105. Room block expires Saturday, August 29, 2020.

 

Session Agendas

 (Please note the agendas are subject to change) 

 

Session 1: Face-to-Face, Kalahari Resort, WI Dells (coincides with the WPHCA board meeting and Team Work Series)

Agenda

  • April 16, 2020
    • 8:30 - 9:00        Introductions
    • 9:00 - 12:00      Motivational Interviewing
    • 12:00 - 12:30    Lunch
    • 12:30 - 1:30      Identifying Key Elements in the Customer Service Experience
    • 1:30 - 2:00        Group Debrief and Adjourn

Session 2: Webinar

Agenda

  • May 21, 2020
    • 12:00 - 12:30     Introductions/Welcome
    • 12:30 - 1:30       Conflict Resolution - Crucial Conversations
    • 1:30 - 2:00         Hot topics/mentor for a moment

Session 3: Webinar

Agenda

  • June 18, 2020
    • 12:00 - 12:30      Introductions/Welcome
    • 12:30 - 1:30        FQHCs and the Revenue Cycle
    • 1:30 - 2:00          Hot Topics/mentor for a moment

Session 4: Face-to-Face, WPHCA Office, Madison

Agenda

  • July 14, 2020
    • 8:30 - 9:00          Introductions/Welcome
    • 9:00 - 12:00        Insurance & Billing Bootcamp
    • 12:00 - 12:30      Lunch
    • 12:30 - 3:00        Trauma Informed Care
    • 3:00 - 3:30          Wrap-up and Debrief

Session 5: Webinar

Agenda

  • August 20, 2020
    • 12:00 - 12:30       Introductions/Welcome
    • 12:30 - 1:45         Quality Improvement and PDSAs
    • 1:45 - 2:00           Hot Topics/mentor for a moment

Session 6: Face-to-Face,Best Western Premier, Oshkosh (coincides with the Fall Learning Session)

Agenda*

  • September 22, 2020
    • 9:00 - 9:30           Introductions/Welcome
    • 9:30 - 10:30         Key Elements in the Customer Service Experience
    • 10:30 - 11:30       Mentor for a Moment
    • 11:30 - 12:00       Course Wrap up/Debrief

*All Front Office Academy (FOA) Participants will join Fall Learning Session (FLS) Participants for Lunch, after lunch FOA participants either depart or stay for the remainder of FLS (9/22-9/23). Please note that the cost for FLS registration is not included in the total cost for the FOA.


For more questions or information about the Academy please reach out to Kysa Monette (kstocking@wphca.org) 608-277-7477. 

 


Cancellation Policy:

Registered participants may substitute another participant at no charge up to the day of the conference. Please inform WPHCA staff, Lindsey Hess (lhess@wphca.org) of the substitution as soon as possible to coordinate meals and participant materials. Participants may cancel at no charge up to 7 days before the event begins. No refunds are available for cancellations 6 days or fewer before the event begins.