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	<title>The BridgeBlog &#187; patient access and accounts staff training</title>
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		<title>ICD-10: What About Patient Satisfaction?</title>
		<link>http://www.bridgefront.info/2012/02/02/icd-10-what-about-patient-satisfaction/</link>
		<comments>http://www.bridgefront.info/2012/02/02/icd-10-what-about-patient-satisfaction/#comments</comments>
		<pubDate>Thu, 02 Feb 2012 16:55:07 +0000</pubDate>
		<dc:creator>Lorraine Schnelle</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[Health Information Technology]]></category>
		<category><![CDATA[Health IT]]></category>
		<category><![CDATA[HIT]]></category>
		<category><![CDATA[ICD 9 to ICD 10]]></category>
		<category><![CDATA[ICD-10]]></category>
		<category><![CDATA[ICD-10 Implementation]]></category>
		<category><![CDATA[ICD-10 Transition]]></category>
		<category><![CDATA[learning activities]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[patient experience]]></category>
		<category><![CDATA[patient satisfaction]]></category>
		<category><![CDATA[skill development]]></category>

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		<description><![CDATA[By Lorraine Schnelle, CPA

There&#8217;s one thing that will never change at your practice or organization. That is patient satisfaction is critical to your success. As ICD-10 preparation activities occur, it’s important to recognize how your transition plans impact the patient&#8217;s experience. 
Prior to implementing ICD-10, pay special attention to the tests or procedures that are [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Poll and Study Says Healthcare is Concerned about ICD-10 Transition</title>
		<link>http://www.bridgefront.info/2011/08/15/poll-and-study-says-healthcare-is-concerned-about-icd-10-transition/</link>
		<comments>http://www.bridgefront.info/2011/08/15/poll-and-study-says-healthcare-is-concerned-about-icd-10-transition/#comments</comments>
		<pubDate>Mon, 15 Aug 2011 21:37:45 +0000</pubDate>
		<dc:creator>Kent Lane</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Compliance Community]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[BridgeFront]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[healthcare education]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[HIPAA 5010]]></category>
		<category><![CDATA[ICD-10]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=521</guid>
		<description><![CDATA[

In a recent poll and study on the ICD-10 transition, 75% of healthcare professionals indicated deep concern over the conversion, while another 50% expect a loss of revenue. Respondents are concerned about staff training, understanding the new ICD codes, and increasing denials. 
Nearly half of all financial leaders who contributed to the study by HealthLeaders [...]]]></description>
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		<slash:comments>3</slash:comments>
		</item>
		<item>
		<title>What Does Ownership Mean to You?</title>
		<link>http://www.bridgefront.info/2011/06/24/what-does-ownership-mean-to-you/</link>
		<comments>http://www.bridgefront.info/2011/06/24/what-does-ownership-mean-to-you/#comments</comments>
		<pubDate>Fri, 24 Jun 2011 22:47:57 +0000</pubDate>
		<dc:creator>Nancy Friedman</dc:creator>
				<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Compliance Community]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[accountability]]></category>
		<category><![CDATA[customer communication skills]]></category>
		<category><![CDATA[customer experiences]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer service skills]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[learning activities]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[ownership]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=466</guid>
		<description><![CDATA[By Nancy Friedman, Telephone Doctor Customer Service Training
It never fails. When management is asked to name one characteristic they&#8217;d like to see in an employee, overwhelmingly it&#8217;s always OWNERSHIP; to take responsibility. 
Certainly, there are other traits they&#8217;d like to see, but without fail OWNERSHIP wins. When we talk about &#8220;what does ownership mean to [...]]]></description>
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		<slash:comments>4</slash:comments>
		</item>
		<item>
		<title>New Research Suggests Revenue Cycle Plays Vital Role in Patient Experience</title>
		<link>http://www.bridgefront.info/2011/06/01/new-research-suggests-revenue-cycle-plays-vital-role-in-patient-experience/</link>
		<comments>http://www.bridgefront.info/2011/06/01/new-research-suggests-revenue-cycle-plays-vital-role-in-patient-experience/#comments</comments>
		<pubDate>Wed, 01 Jun 2011 21:57:05 +0000</pubDate>
		<dc:creator>Lorraine Schnelle</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[BridgeFront]]></category>
		<category><![CDATA[communication skills]]></category>
		<category><![CDATA[customer communication skills]]></category>
		<category><![CDATA[customer experiences]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer service skills]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[frontline personnel]]></category>
		<category><![CDATA[healthcare education]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[patient satisfaction]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=424</guid>
		<description><![CDATA[By Lorraine Schnelle, Co-Founder &#038; EVP of BridgeFront
Improving the total patient experience is on the agenda of most healthcare organizations today. A newly published whitepaper suggests that customer service—throughout the revenue cycle—plays a vital role in the patient experience.

According to the whitepaper, The Revenue Cycle: An Essential Component in Improving Patient Experience by The Beryl [...]]]></description>
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		<slash:comments>3</slash:comments>
		</item>
		<item>
		<title>Break the Mold with Stellar Customer Service</title>
		<link>http://www.bridgefront.info/2011/05/25/break-the-mold-with-stellar-customer-service/</link>
		<comments>http://www.bridgefront.info/2011/05/25/break-the-mold-with-stellar-customer-service/#comments</comments>
		<pubDate>Wed, 25 May 2011 19:17:13 +0000</pubDate>
		<dc:creator>Kent Lane</dc:creator>
				<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[BridgeFront]]></category>
		<category><![CDATA[communication skills]]></category>
		<category><![CDATA[customer communication skills]]></category>
		<category><![CDATA[customer experiences]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer service skills]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[healthcare education]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[learning activities]]></category>
		<category><![CDATA[learning objectives]]></category>
		<category><![CDATA[learning retention]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=411</guid>
		<description><![CDATA[By Kent Lane, COO of BridgeFront

Companies with new products generally lack good customer support at the beginning of their product launch. However, when you find a product and company that does break the mold, you should shout about it—and &#8217;shouting&#8217; is what the new company Yard Rents just did.
Yard Rents is a new business in [...]]]></description>
		<wfw:commentRss>http://www.bridgefront.info/2011/05/25/break-the-mold-with-stellar-customer-service/feed/</wfw:commentRss>
		<slash:comments>8</slash:comments>
		</item>
		<item>
		<title>NO PROBLEM, is Apparently a Big Problem</title>
		<link>http://www.bridgefront.info/2011/05/18/no-problem-is-apparently-a-big-problem/</link>
		<comments>http://www.bridgefront.info/2011/05/18/no-problem-is-apparently-a-big-problem/#comments</comments>
		<pubDate>Wed, 18 May 2011 19:10:18 +0000</pubDate>
		<dc:creator>Nancy Friedman</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[communication skills]]></category>
		<category><![CDATA[customer communication skills]]></category>
		<category><![CDATA[customer experiences]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer service skills]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[frontline personnel]]></category>
		<category><![CDATA[healthcare education]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=396</guid>
		<description><![CDATA[By Nancy Friedman, the Telephone Doctor
We hear what bugs people a lot in customer service &#8211; and often. One of the most common compliants we&#8217;ve heard recently is that we&#8217;re told &#8220;no problem&#8221; from those serving us on the phone or in-person. Instead of a genuine &#8220;thank you&#8221; or something else that might be more [...]]]></description>
		<wfw:commentRss>http://www.bridgefront.info/2011/05/18/no-problem-is-apparently-a-big-problem/feed/</wfw:commentRss>
		<slash:comments>8</slash:comments>
		</item>
		<item>
		<title>AAPC Conference Predicts a Gloomy Forecast for the ICD-10 Conversion</title>
		<link>http://www.bridgefront.info/2011/04/27/aapc-conference-predicts-a-gloomy-forecast-for-the-icd-10-conversion/</link>
		<comments>http://www.bridgefront.info/2011/04/27/aapc-conference-predicts-a-gloomy-forecast-for-the-icd-10-conversion/#comments</comments>
		<pubDate>Wed, 27 Apr 2011 17:44:41 +0000</pubDate>
		<dc:creator>Kent Lane</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[AAPC]]></category>
		<category><![CDATA[BridgeFront]]></category>
		<category><![CDATA[CMS]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[ICD-10]]></category>
		<category><![CDATA[ICD-9]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=391</guid>
		<description><![CDATA[&#8220;The end is near&#8221; was a common thread throughout the recent American Academy of Professional Coders (AAPC) national conference in Long Beach, CA earlier this month—the end of ICD-9 that is. As  ICD-10 begins, many fear the worst as it will be an incredible challenge for healthcare organizations across the country adapt to the new [...]]]></description>
		<wfw:commentRss>http://www.bridgefront.info/2011/04/27/aapc-conference-predicts-a-gloomy-forecast-for-the-icd-10-conversion/feed/</wfw:commentRss>
		<slash:comments>8</slash:comments>
		</item>
		<item>
		<title>5 Steps to Business Friendly</title>
		<link>http://www.bridgefront.info/2011/03/14/how-to-be-business-friendly/</link>
		<comments>http://www.bridgefront.info/2011/03/14/how-to-be-business-friendly/#comments</comments>
		<pubDate>Mon, 14 Mar 2011 22:53:02 +0000</pubDate>
		<dc:creator>Nancy Friedman</dc:creator>
				<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Compliance Community]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[communication skills]]></category>
		<category><![CDATA[customer communication skills]]></category>
		<category><![CDATA[customer experiences]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer service skills]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=371</guid>
		<description><![CDATA[By Nancy Friedman, the Telephone Doctor
When you take the &#8220;friendly&#8221; out of &#8220;Business Friendly&#8221; all you have left is business &#8211; business as usual; now, we all know that&#8217;s just not good enough.
Being &#8220;Business Friendly&#8221; is for all touch points of customer service. Any way you touch or reach out to your customers on the [...]]]></description>
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		<slash:comments>9</slash:comments>
		</item>
		<item>
		<title>A Short Course on the Art of Apologizing</title>
		<link>http://www.bridgefront.info/2011/01/18/a-short-course-on-the-art-of-apologizing/</link>
		<comments>http://www.bridgefront.info/2011/01/18/a-short-course-on-the-art-of-apologizing/#comments</comments>
		<pubDate>Tue, 18 Jan 2011 17:50:28 +0000</pubDate>
		<dc:creator>Kent Lane</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[communication skills]]></category>
		<category><![CDATA[customer communication skills]]></category>
		<category><![CDATA[customer experiences]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer service skills]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[frontline personnel]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=357</guid>
		<description><![CDATA[By Nancy Friedman, President of Telephone Doctor Customer Service Training

&#8220;Gee,      I&#8217;m so sorry.&#8221;
&#8220;Sorry      &#8217;bout that.&#8221;
&#8220;My      apologies, I didn&#8217;t mean to.&#8221;

There are probably dozens of ways to apologize and many more ways of accepting one. How important is an apology? Why do [...]]]></description>
		<wfw:commentRss>http://www.bridgefront.info/2011/01/18/a-short-course-on-the-art-of-apologizing/feed/</wfw:commentRss>
		<slash:comments>11</slash:comments>
		</item>
		<item>
		<title>A Secret to Great Customer Service, Revealed</title>
		<link>http://www.bridgefront.info/2010/09/02/customerservice/</link>
		<comments>http://www.bridgefront.info/2010/09/02/customerservice/#comments</comments>
		<pubDate>Thu, 02 Sep 2010 17:23:05 +0000</pubDate>
		<dc:creator>Kent Lane</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[BridgeFront]]></category>
		<category><![CDATA[communication skills]]></category>
		<category><![CDATA[customer communication skills]]></category>
		<category><![CDATA[customer experiences]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer service skills]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[frontline personnel]]></category>
		<category><![CDATA[healthcare education]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=312</guid>
		<description><![CDATA[While there are numerous keys to success in the fast-paced world of customer support - it seems to me that multitasking should most certainly be at the top of that list. After a recent visit to my local Verizon Wireless store, the chance of me ever switching to another carrier is now slim to none. This is not because of the product or coverage or advertising … but because of the level of service I received and observed.]]></description>
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		<slash:comments>25</slash:comments>
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