Medical Office Staff Training

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Medical Office Staff Training

Improve Patient Satisfaction With Staff Training

How satisfied are your patients? According to recent statistics, 51% of patients would switch to a new healthcare provider to receive great customer service. Yet a whopping 81% of consumers are dissatisfied with their experience in the healthcare system, and the less they must engage with that system, the happier they are.

Today, patient satisfaction is more critical to your practice success than ever before. In order to attract, connect, convert and retain patients, your entire team – front-desk staff, billers, office managers, techs and physicians – is responsible for cultivating an outstanding patient experience. That’s where these Practice Builders’ staff training programs can help:

  • Customer Service Training
  • Practice Liaison Training
  • Leadership Training

Whether you have a solo, small, large or multispecialty practice, our healthcare and operational management experts will train you and your staff to do the following:

  • Attract the patients you want
  • Improve telephone and customer service skills
  • Convert patient calls into appointments
  • Increase patient satisfaction and retention
  • Stimulate patient-to-patient referrals
  • Optimize your marketing program and tactics
  • Improve your leadership skills
  • Support your marketing strategies as a cohesive team

Customer Service Training

Practice Builders’ customer service training is a full-day course that will fit any-size practice. Customer service training includes:

  • Pre-training customer service evaluation (with mystery shopper calls to determine your staff’s current strengths)
  • Detailed recommendations and instructions on how your staff can improve their patient service skills via phone, email and in-person interactions
  • Tracking integrated with your existing software to help you identify your ROI

We also offer in-person and virtual training programs for your convenience.

Practice Liaison Training

Our practice liaison training consists of two full days and typically includes customer service training. This is best for specialty practices of any size that rely on referrals. The course covers:

  • Phone, email and in-person communication skills to receive referrals, welcome referred patients into the office and foster referral relationships with referring practices
  • Coaching on making effective office visits to referring and nonreferring practices, including role-playing with actual office materials
  • Techniques to engage key office staff to discuss your services, introduce marketing materials and demonstrate strategic use of materials

In-person and virtual training programs are also available.

Leadership Training

This full-day training course is best for physicians, associates and managers at any-size practice. Leadership training includes:

  • Coaching on how to connect with your staff on a human level
  • Techniques to “diagnose” your staff’s level of patient service, engagement and knowledge about your practice’s services, payment policies, etc.
  • New leadership opportunities that will increase involvement of your office manager
  • Opportunities to create and share your practice’s messaging as a group
  • Recommendations on how to cultivate staff engagement and focus on practice success

As with other Practice Builders training programs, we offer in-person and virtual training.

Grow your practice with us

Choose the services you are interested in


You already have an experienced staff. Why do they need training?

Years of experience in healthcare don’t necessarily translate into exceptional customer service or happy patients. Patients want to be treated with respect, understanding and compassion at every touchpoint throughout their healthcare journey. How your office staff interacts with current patients and prospective patients who call in can make a huge difference in your patients’ level of satisfaction.

How bad is customer service in healthcare?

According to the Journal of Medical Practice Management, American medical practices are losing more than $41 billion each year due to bad customer service. A whopping 96 percent of patient complaints are caused by poor customer service, while only 4 percent are caused by poor care quality. Your medical practice cannot afford the impacts of poor customer service. For example, 65 percent of patients have cut ties with healthcare providers over a single poor customer service experience.

Let us help you be successful