This series is intended for all staff encountering patients either in person or on telephone. It is a basic course covering customer service techniques, Occupational Safety and Health Act (OSHA) training, and regulations on Health Insurance Portability and Accountability Act (HIPAA) leveraging your current office staff or providing education to new incoming staff.

Customer Service

Leverage your staff's professional patient relations, telephone techniques and etiquette are essential in today’s competitive medical environment. Your staff is the “Directors Of First Impressions.” Appropriate screening of telephone calls, requests for appointments and advice given assume greater importance. Quality of care and patient satisfaction is still paramount. Interactions with patients must be handled appropriately to minimize the risk of increased malpractice claims. When patients must choose doctors by the plan list, it is imperative that staff make a positive impression in person and on the telephone to assure these "potential” patients become your patients.

OSHA Annual Mandatory Training

Be informed of up-to-date changes and practice requirements to meet OSHA mandates including bloodborne pathogens, hazardous chemicals, emergency preparedness, aerosol transmissible disease standard and violence in the workplace.

HIPAA: Critical updates to maintain compliance

Review some of the most critical privacy and security standards in accordance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA) Privacy Rule. In this one-hour webinar with expert practice management consultant David Ginsberg, you will receive important updates on current changes due to the COVID-19 emergency, risks associated with telehealth, who is covered, what information is protected, how you can stay secure in the Information Age, and how to avoid costly mistakes.

For questions, contact Jenn Mullins, Associate Director of Education and Events at jmullins@accma.org or 510-654-5385 x6305.