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Front Office Academy, Webinar
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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 7/14/2020
When: April 16 - September 22, 2020
9:00 am - 3:00 pm
Where: Wisconsin Primary Health Care Association
5202 Eastpark Blvd, Suite 109
Madison, Wisconsin  51718
United States
Contact: Kysa Monette
608-277-7477

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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:

Hotel Reservations: (Occurrence of face-to-face meetings will be determined on a case by case basis as COVID-19 continues to evolve)

April Webinar:

  • Due to COVID-19, we will be canceling the Face to Face Meeting being held at the Kalahari. We will be holding a webinar instead.
  • If you made hotel reservations, try to cancel them on the passkey booking link you used to make your reservation. https://book.passkey.com/e/50071089 It may take up to 24 hours for the appropriate notes to be put in the room blocks. They are still accepting phone calls to cancel reservations. There is no fee to cancel.
  • Kalahari Resort - Book your reservations online https://book.passkey.com/e/50071089  or call (877) 254-5466 and ask to reserve your room under the WI Primary Health Care Association to get the group rate of $129. Room block expires Monday, March 16, 2020.

July Virtual Event:

  • Due to COVID-19, we will be canceling the Face to Face Meeting being held in Madison. We will be holding a virtual event instead.
  • If you made hotel reservations, make sure to cancel your room.

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 that agendas, session format, and dates are subject to change given COVID-19 restrictions.

We will keep you updated on any major date or format changes in advance of each session.)

 

Session 1: Webinar

Agenda

  • April 16, 2020
    • 9:00 - 11:00      Course Introductions

 

Session 2: Webinar

Agenda

  • May 21, 2020
    • 12:00 - 12:30     Introductions/Welcome
    • 12:30 - 1:30       Motivational Interviewing
    • 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: Virtual Event

Agenda

  • July 14, 2020
    • 9:00 - 9:15          Introductions/Welcome
    • 9:15 - 10:45        Insurance 101, Marcy Marquis, CRCP-P
    • 10:45 - 11:00      Break
    • 11:00 - 12:00      BOB Panel
    • 12:00 - 12:30      Offline Break
    • 12:30 - 3:30        Centered Care: Embodying Qualities Central to Relationship-Centered, Equitable, and Trauma-Sensitive Care                                   Karen Laing, WisdomWay Institute
    • 3:30 - 3:45          Group Debrief and Adjourn

 

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 (kmonette@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.