Module 1: Welcome & Support Patients

Greeting, Scheduling, and Patient Support

The front desk is the first point of contact for patients at Advantage Healthcare Systems. Your role in greeting and supporting patients sets the tone for their entire experience. This module will guide you through the essential skills and procedures for providing exceptional patient support from the moment they contact our facility.

Learning Objectives

Master proper patient greeting protocols
Learn efficient scheduling procedures
Understand rescheduling and reminder processes
Develop skills for handling special procedures
Perfect information collection techniques

Greeting Patients

A warm, professional greeting is essential for making patients feel comfortable and valued. At Advantage Healthcare Systems, we use MedHiWa and eClinical tools to support our patient interactions.

Standard Greeting Protocol:

"Hello, how are you today?"
"How can I help you?"

Minimum Outcome Standards:

Greet patients warmly and professionally
Make patients feel comfortable and valued
Collect and verify patient information

High Performance Expectations:

Remember returning patients by name
Offer assistance based on known preferences
Maintain consistently warm and empathetic tone

Interactive Practice: Patient Greeting

Scenario: A new patient arrives at the front desk

Select the most appropriate greeting:

"Hello, how are you today? How can I help you?"

"Name and insurance please."

"Sign in and have a seat."

"Next please."

Excellent choice! This warm, professional greeting makes patients feel welcome and valued.

Scheduling Process

Efficient scheduling is crucial for maintaining patient flow and satisfaction. Follow these key steps when scheduling appointments:

Required Information Collection:

First and Last Name
Insurance Information
Phone Number

Important Reminders:

Advise patients to arrive 30 minutes early
Verify ID and insurance upon arrival

Knowledge Check