Day 1: Morning Session (9am – 12:00pm)

Welcome and Introduction

 

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 expectation in the workplace including closing and Saturdays

 

Lunch    (12:00pm – 1pm)

 

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 leads group through individual ACU Prep cases

Day 2: Morning Session (9am – 12:00pm)

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

 

Continue trainer led individual ACU Prep cases.

 

INSURANCE ORIENTATION (part 1 @ 8:30am)

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

  • Receive handouts about insurance

  • 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 of 5 ACU cases

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

 

Lunch    (12:00pm – 1pm)

 

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 of 5 PT Prep cases

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

Day 3: Morning Session (9am – 12:00pm)

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

 

PREP: CONTINUATION

  • Continue individual PT Prep with instructor feedback

  • PT Assessment: 10 cases (scoring and feedback)

 

Lunch    (12:00pm – 1pm)

Day 3: Afternoon Session (1:00pm – 5:00pm)

 

NP PREP

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

  • Group Activity: Individually complete, w/ immediate review of 5 NP Prep cases

  • Independent Work: Complete 3 individual cases of NP, correct, and return.

  • Repeat a few times as needed to improve performance

 

TRAINER

If any prepped fee sheet 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 (9am – 12:00pm)

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

 

PREP: CONTINUATION

  • Continue individual PT Prep with instructor feedback

 

CHIRO PREP

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

  • 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 of 3-4 PI Chiro cases

  • Trainer Instruction: Trainer led completion 4-5 (cash) PI Chiro Prep cases

  • Group Activity: Individually complete, w/ immediate review of 3-4 (cash) Chiro Prep cases

 

Lunch    (12:00pm – 1pm)

 

Day 4: Afternoon Session (1:00pm – 5:00pm)

 

Continuation of Chiro Prep Cases

  • Trainer Instruction: Trainer led completion 4-5 (insurance) Chiro Prep cases

  • Group Activity: Individually complete, w/ immediate review of 3-4 Chiro Prep cases

  • Trainer Instruction: Trainer led completion 4-5 (cash) PI Chiro Prep cases

  • Independent Work: Individually complete 3 Chiro Prep cases

  • Trainer Instruction: Trainer will review, correct, and return the fee sheets as a group. Continue to repeat cases to improve performance.

Day 5: Morning Session (9am – 12:00pm)

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

 

PREP: CONTINUATION

  • Continue individual PT Prep with instructor feedback

 

CHIRO PREP CONTINUED

  • Independent Work: Individually complete 3 Chiro Prep cases

  • Trainer Instruction: Trainer will review, correct, and return the fee sheets as a group. Continue to repeat cases to improve performance.

 

Lunch    (12:00pm – 1pm)

 

Day 5: Afternoon Session (1:00pm – 5:00pm)

 

Chiro Prep Assessment

  • Group Activity: Individually complete 15 cases

 

TRAINER REVIEW

  • Identify and discuss common errors

  • Trainer will verify fee sheets have been completed correctly

Day 6: Morning Session (9am – 12:00pm)

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

 

TIME CLOCK SYSTEM REVIEW

  • Attendance and arrival expectations

  • Overtime

  • Assuring time is entered and correct

 

INSURANCE ORIENTATION (part 2)

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

  • What if Billing department is unavailable?

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

 

CLINIC POSITIONS AND CHECKLISTS

Become acquainted with our clinic positions and their checklists:

  • Front desk

  • Patient Coordinator

  • Checkout

  • Prep

  • Charges

  • Therapies

  • Case manager 1

  • Case Manager 2

  • Checkout/Case Manager 3

 

Lunch    (12:00pm – 1pm)

 

Day 6: Afternoon Session (1:00pm – 5:00pm)

 

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

  *** Remember to cancel all appointments

 

Day 7: Morning Session (9am – 12:00pm)

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

 

PHONE TRAINING

  • Discuss Phone Etiquette

  • Receive phone scripts(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 appointment report and remove rescheduled/contacted pts.

 

Lunch    (12:00pm – 1pm)

CONTINUE MORNING TRAINING

 

 

Day 8: Morning Session (9am – 12:00pm)

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 from 10:00am – 5:00pm

 

REMINDER CALLS

  • Orientation to Inception

  • Review pre-appointment reminder calls

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

  • Make reminder calls

 

REVIEW

Compete rep/fee sheets for ACU, PT, NP, and CHIRO (cash, PI, & insurances)

 

NEW PATIENT CALLS

  • Complete your own new patient intake form

  • Learn how to take New Patient calls

 

Lunch    (12:00pm – 1pm)

 

CONTINUE MORNING TRAINING

 

 

Day 9: Morning Session (9am – 12:00pm)

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 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.

 

Temple: Amanda, Mikayla,

Killeen: Sri, Judith,

Georgetown: Marlene

Waco: Sam

N. Waco: Sarah P.

 

Lunch    (12:00pm – 1pm)

CONTINUE MORNING TRAINING

 

Day 10: Morning Session (9am – 12:00pm)

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

 

PHONE TRAINING

  • If not done yet, 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.

 

Lunch    (12:00pm – 1pm)

 

CONTINUE MORNING TRAINING

 

END OF DAY: Congratulations on completing our New Hire Training Course. Welcome to our Team!