TRAINING OVERVIEW
First 10 Days

DAY 1:  Morning Session (9am - 12:00pm)

Welcome and Introductions

ADMINISTRATIVE ORIENTATION

You will complete the necessary paperwork to officially become part of our work family!

 

During the time you spend with our Human Resource Team, you will:

  • Receive an overview of our company, mission, and care objectives.

  • Discuss our services and treatment model. 

  • Discover more about our Central Texas locations. 

  • Review and discuss our Employee Handbook.

  • Discuss employee expectations in the workplace including closing and Saturdays.

  • Review our Policies and Procedures.

  • Become familiar with Anthony University.

Lunch 12:00pm - 1:00pm

DAY 1:  Afternoon Session (1:00pm - 5:00pm)

  • Complete your initial required training modules using Anthony University.

  • Complete the policy review acknowledgement section of Anthony University.

  • Receive EZ Biz login.

  • Begin an initial orientation to EZ Biz functionalities needed for prep.

  • Trainer Led Review:  introduction to acupuncture (ACU) fee sheet prep.

  • Trainer leads group through individual ACU prep cases.

 

DAY 2:  Morning Session (8am - 12:00pm)

  • Briefly review Day 1. Answer any lingering questions you may have.

  • Continue trainer led individual ACU prep cases.

INSURANCE ORIENTATION (part 1 @ 8:30)

  • Meet some of our Billing team members for initial insurance training.

  • Gain understanding of many common insurance terms.

  • Receive an introduction to several insurances we accept.

  • Discover typical treatments covered in our clinics based on insurances.

  • Learn to read an insurance verification form.

 

ACU PREP

  • Trainer Instruction:  Continue training on ACU Prep. (complete 5 cases as a group)

  • Group Activity: Individually complete, w/ immediate review each, of 5 ACU cases.

  • Independent Work: complete 5 individual cases of ACU and then discuss.

 

Lunch 12:00pm - 1:00pm

DAY 2:  Afternoon Session (1:00pm - 5:00pm)

ACU PREP

  • ACU Assessment:  10 cases (scoring and feedback)

PT PREP

  • Trainer Instruction:  Instructor led PT Prep. (complete 4-5 cases as a group)

  • Group Activity: Individually complete, w/ immediate review each, of 5 PT prep cases.

  • Independent Work: complete 5 individual cases of PT and then discuss.

DAY 3:  Morning Session (8am - 11:30am)

Briefly review Day 2. Answer any questions you may have.

PREP: CONTINUATION

  • Continue individual PT prep with instructor feedback.

  • PT Assessment:  10 cases (scoring and feedback)

 

Lunch 11:30am - 12:30pm

DAY 3:  Afternoon Session (12:30pm - 4:30pm)

 

NP Prep

  • Trainer Instruction:  Introductory training on NP Prep. (complete 5 cases as a group)

  • Group Activity: Individually complete, w/ immediate review each, of 5 NP prep cases.

  • Independent Work: Individually complete 3 NP cases, correct, and return.  Repeat a few times as needed to improve performance.

  • NP Assessment: 10 cases (scoring and feedback)

TRAINER

  • If any prepped fee sheets will be utilized by clinic, then ensure their accuracy.

  • Communicate with appropriate office manager(s) and arrange for delivery of prepped fee sheets to the clinic(s) if applicable.

DAY 4:  Morning Session (8am - 11:30am)

Briefly review Day 3. Answer any lingering questions you may have.

  • Continue or start NP Assessment if needed: 10 cases (scoring and feedback

 

Chiro Prep

  • Trainer Instruction:  Chiro Prep (running a Patient Pulling Ledger Report, eliminating cases on the report, and completing tops of fee sheet)

  • Trainer Instruction:  Lead group through completion of tops (5-6 cases).

  • Group Activity:  Individually complete tops for 5-6 cases from Patient Pulling Ledger.  Trainer corrects and returns.  Individually complete remaining Chiro fee sheet tops for 2-3 pages of Patient Pulling Ledger Report.

  • Trainer Instruction:  Trainer led completion 4-5 PI chiro prep cases.

  • Group Activity: Individually complete, w/ immediate review each, 3-4 PI chiro cases.

  • Trainer Instruction:  Trainer led completion 4-5 "cash" chiro prep cases.

  • Group Activity: Individually complete, w/ immediate review each, 3-4 "cash" chiro cases.

Lunch 11:30am - 12:30pm

DAY 4:  Afternoon Session (12:30pm - 4:30pm)

Continuation of Chiro Prep Cases

  • Trainer Instruction:  Trainer led completion 4-5 "insurance" chiro prep cases.

  • Group Activity: Individually complete, w/ immediate review each, 3-4 "insurance" chiro cases.

  • Independent Work: Individually complete 3 chiro cases.  (Trainer) Trainer corrects and returns the fee sheets as a group.  Continue to repeat cases to improve performance.

If any fee sheets are being prepped for a clinic during training, then the trainer reviews and assures accuracy of fee sheets.  Trainer will communicate with the clinic manager and arrange for delivery of prep sheets to the site.

DAY 5:  Morning Session (8am - 11:30am)

Briefly review Day 4. Answer any lingering questions you may have.

Chiro Prep Continued

  • Independent Work: Individually complete 3 chiro cases.  (Trainer) Trainer corrects and returns the fee sheets as a group.  Continue to repeat cases to improve performance.

Lunch 12:00am - 12:30pm

DAY 5:  Afternoon Session (12:30pm - 4:30pm)

  • Chiro Assessment: 15 cases (scoring and feedback)

TRAINER REVIEW

  • Identify and discuss common errors.

  • Trainer will verify fee sheets have been completed correctly.

DAY 6:

Briefly review Day 5. Answer any lingering questions you may have.

TIME CARD INSTRUCTION

  • timecardcalculator.net

  • Overtime

  • Turning in time cards

INSURANCE ORIENTATION (part 2)

  • Discover how to check whether deductibles and out-of-pocket have been met.

  • What if the Billing Department is unavailable?  Can I verify insurance?

  • Navigate Emdeon, Scott & White Quick Checks, & S & W First Care.

PERSONAL INJURY OVERVIEW

  • Introduction to our PI Team

  • How/When to contact PI team

CLINIC POSITIONS AND CHECKLISTS

  • Become acquainted with our clinic positions and their checklists:

  1. Front Desk​

  2. Patient Coordinator

  3. Checkout 

  4. Prep

  5. Charges

  6. Therapies

  7. Case Manager 1

  8. Case Manager 2

  9. Checkout 2/Case Manager 3

Lunch 12:00pm - 1:00pm

EZ BIZ

  • Receive EZ Biz Scheduling Training.

  • Create your own accounts for all specialties.

  • Scheduling rules for ACU, PT, NP, & Chiro.

  • Group Activity:  Schedule & reschedule yourself for various treatments. 

(Don't forget to cancel all appointments!)

DAY 7:

Briefly review Day 6. Answer any lingering questions you may have.

PHONE TRAINING

  • Discuss phone etiquette.

  • Receive phone script(s)

  • Confidentiality and HIPAA with phone calls.

MISSED APPOINTMENT CALLS

  • Group Activity: Roleplay missed appointment calls conversations w/ rescheduling.

  • Review Missed Appointment Call process for the Checkout position.

  • Generate a Missed Appointments Report and remove rescheduled/contacted pts.

  • Make missed appointment calls

 

 

DAY 8:

Briefly review Day 7. Answer any lingering questions you may have.

Trainer: Contact Lighthouse Help Desk and request a clinic's phone calls to first ring (2 rings) at training center before also ringing at the clinic starting tomorrow 10:00 am - 5:00 pm. 

REMINDER CALLS

  • Orientation to Inception 

  • Review pre-appointment reminder calls

  • Group Activity: Roleplay reminder calls conversations w/ EZ Biz rescheduling.

  • Make reminder calls

 

REVIEW

  • Complete prep/fee sheets for ACU, PT, NP, and Chiro (cash, PI, & insurance).

NEW PATIENT CALLS

  • Complete your own new patient intake form

  • Learn how to take New Patient calls 

DAY 9:

Briefly review Day 8. Answer any lingering questions you may have.

OFFICE CALLS

  • Make cheat sheet (i.e., names) of all of the clinic's column numbers.

  • Group Activity: Roleplay common office call conversations w/ EZ Biz rescheduling.

  • Take live office calls

Trainer:  Contact office manager(s)/supervisors of new hires to discuss next week's work schedules and assignments.  New hires should continue to have opportunities to strengthen skills with Prep and answering phones.

DAY 10:

Briefly review Day 9. Answer any lingering questions you may have.

 

  • If not yet done, provide new hires with individual work schedules and assignments for next week.  

  • Make-up

  • Provide Clinical Support assistance (i.e., prep, missed appointment/reminder/office calls).

  • Complete New Hire Training survey.

Congratulations on completing our New Hire training course.  Welcome to our team!