For so many people, healthcare doesn’t begin in an exam room - it begins with anxiety.

If you’ve ever thought about working in healthcare, you’re not the only one. It’s a field that’s growing fast, and there’s always a need for people who can help keep things running smoothly behind the scenes. One of the best ways to get started? The Patient Services Representative (PSR) role.

You might be wondering, “What does a PSR actually do, and how do I get started?” 

Working in a medical office front desk role is a challenging and rewarding role that serves as the first point of contact for patients. This position is crucial in creating a welcoming environment, ensuring the smooth operation of the office, and supporting healthcare providers. To excel in this role, a front desk representative needs a unique blend of technical, interpersonal, and organizational skills. Below, we explore the essential skills required to thrive as a medical office front desk representative. 

In any healthcare setting, the first person you see and often the last person you interact with is the Patient Services Representative (PSR). These professionals may not wear scrubs or stethoscopes, but they are just as vital to the patient experience as the clinical team. A PSR ensures everything flows smoothly, from your first phone call to schedule an appointment to the moment you walk out the door.

But what makes this role so important? Let’s break it down.

Staffing shortages in medical practices is a growing concern. This issue not only affects the efficiency and quality of care but also places increased stress on existing staff and can lead to burnout. Addressing this problem requires a multi-faceted approach, combining innovative strategies with proactive management. Here’s a look at some practical steps that medical practices can take to mitigate staff shortages and improve overall practice management.

As the Certified Medical Office Manager (CMOM) program celebrates its 25th anniversary, we delve into conversations with two seasoned professionals, Kiva Lenzy, CMOM, and Judelin Bonares, CMOM, to understand the significance of certification in their careers.  

If you are interested in a proven new revenue stream while at the same time being able to provide access to courses that will lift up your providers and staff, we’d love to speak with you. We’d love to explain how a training partnership with Practice Management Institute can positively affect not only your bottom line, but enhance your role as a steward of the success of the providers and practices you serve. Here’s a testimonial from one of your peers:
 
“The Medical Society of Delaware is delighted to underscore the exceptional value and numerous benefits that our educational partnership has brought to our esteemed members and their medical practices. Since the inception of this collaboration, we have witnessed transformative outcomes that have significantly contributed to their professional growth and success.

 Practice Management Institute Partners with Hendrick Health Regional Services to Bring Important Web-based Programming to 139 Affiliated Regional Practice Staff

On 2/9/2024 , Hendrick Health Regional Services will host the important Patient Collections/Accounts Receivable Management and E/M Chart Auditing for Physician Services 3-hour webinars to affiliated practice staff in Abilene and 19 West-Texas Counties.

The Patient Collections/Accounts Receivable Management course covers A/R as well as compliance and practice management efforts. Students will learn to improve insurance data collection, eligibility verification, patient communication, and to reduce payment problems that can crush the bottom-line success of the practice. In our E/M Chart Auditing for Physician Services session, participants will learn to improve knowledge of level of service audits to reduce practice risk /promote accurate claim submission. The sessions will be led by PMI faculty leader Jan Hailey MHL, CMC, CMCO, CMIS, CMOM, CMCA E/M, and moderated by Jessica Yourdon, PMI’s Social Media & Content Coordinator.

Sincere thanks to Craig Hunnicutt, Director, Regional Services, Kim Hudson, Coordinator of Provider Outreach and to Amanda Goodson, Provider Outreach, for the consistently demonstrated commitment they each have to the success of medical practices, providers, and staff served regionally by Hendrick Health. What a turnout!

Interested in a similar academic partnership with PMI?  If your organization would like more information about partnering with PMI, please contact Michael Moore at 800-259-5562, Ext. 270 or email Michael directly at mmoore@pmimd.com. 

Practice Management Institute Expands Partnership with Tyler Junior College to Bring Important Continuing Education Opportunities to Local and Regional Medical Practice Staff

PMI is pleased to announce that we are expanding our partnership with Tyler Junior College (TJC).   Working closely to offer PMI continuing educational programming covering front desk operations, patient experience, coding, billing, compliance, and reimbursement, as well as the nationally recognized PMI certifications, this new phase in our partnership will focus exclusively on the success of the local and regional healthcare industry, providers, and practice staff.

Practice Management Institute (PMI) has named Washington County Community College (WCCC) its 2023 Outstanding National Host Partner. The award, chosen nationally from among hundreds of hospital, college, medical society, physician service group and program host partners, is given to an organization who has demonstrated exceptional commitment to partnering with PMI for the purposes of advancing educational opportunities within their service area and state.

This week in Buffalo- PMI will present new instructor-led webinars with long-time PMI host Catholic Medical Partners.

PMI is a proud educational partner of Catholic Medical Partners in Buffalo, NY. For 27 years, we have joined forces to provide quality educational and credentialing programming to local and regional medical practice staff, and we’re thrilled to kick off yet another year of much needed programming to keep practice staff in the know.

Leading the 2024 Reimbursement Update: CPT© and Medicare Compliance and Mastering EM Coding sessions will be PMI faculty presenter Audrey Coaxum, CHC, CPC, CEMC, CMC, CMIS, CMOM, CMCO. Audrey is an exceptional instructor, and is known nationally for her easy to follow teaching skills and exceptional knowledge base.

New CPT® code and regulatory changes for 2024 will go into effect on January 1st. Numerous proposals include conversion factor payment increases for primary care / direct patient care, caregiver training services, and services involving community health workers, care navigators, and peer support specialists. The implementation of a separate add-on payment for HCPCS code G2211 is also proposed, which is expected to improve the accuracy of payment for primary and longitudinal care.
 
In the morning session, Audrey will help prepare attendees for the impact of coding and regulatory changes. This annual update program will help students forecast the impact on billing for their particular specialty in 2024. The training will help participants reduce denials and stay in compliance in the New Year. All proposed key changes to the procedural code set, guidelines and issues that may impact provider reimbursement are being addressed.

E/M lays the groundwork for the reimbursement process. It is also a well-known audit trigger. In the afternoon Mastering EM Coding session,  Audrey will provide the tools needed to internally monitor billing compliance. Participants will learn to relate accurate code selection to proper reimbursement, and will receive a comprehensive explanation of E/M coding and documentation guidelines, and identification of accurate and clinically useful information.
 
Huge shout out to Lea Passage, MHA, CLP, Physician’s Relations Specialist, for once again playing host, and for continually having the backs of her providers and staff.

The Catholic Medical Partners mission is to provide a high-performing health care system that continuously improves upon the delivery of health care to the populations they service, and to demonstrate improvements in the patient experience, preventative health, and the care and treatment of patients with high burden of illness with a lower the cost trend.

The front desk is your patient’s first impression, and whether it’s checking in a patient, verifying insurance, or scheduling an appointment, how things are handled can make or break a patient’s experience. Because there’s a great deal of pressure for such activities to run smoothly, medical office staff must be equipped with the right training and support to deliver exceptional service. Here are just a few tips from our CMOM course for practice managers to consider implementing at the front desk.

Pain management treatments are primarily performed by an interventional pain management specialist, physiatrist, anesthesiologist, orthopedic surgeon, or neurosurgeon, and can include physical or occupational therapy, over-the-counter or prescription medication, neurostimulators, and injections.

Ready to level up your leadership skills in medical office management? Check out these three courses developed for new/aspiring practice managers who need to quickly build a foundation for effective leadership. They are also excellent precursor training for the Certified Medical Office Manager training course and certification exam.