Professional Development

Front Office Staff Training

Front office staff (FOS) have a big influence on the patient experience. They can mean the difference between a patient feeling valued or ignored—and influence who they share their experience with and what they say when they do. At Fuel, we know how much that can impact your bottom line. That’s why we offer a master class to teach your FOS how to transform varied patient touchpoints into a series of positive impressions.

Our training helps streamline process and establish policy by creating understood benchmarks through open dialogue and practical skill application. This gives the team the opportunity to build confidence in their role, leading them to feel more empowered to help others. All while improving patient satisfaction by creating a more positive and cohesive patient experience.
Chris Hands,
Training Manager

The Patient Experience Checklist

If you aren’t sure whether you need training, ask yourself the following questions:

Is my practice getting consistently negative reviews?
Does my FOS have a high turnover rate?
Do my FOS report difficult or frustrated patient calls?
Is my FOS struggling to convert inquiries into regular patients?

If you answered yes to any of these questions, it might be time to try a new approach. Our FOS master class can help you retain good employees and create a positive patient experience with the very first touchpoint.

Who Can Benefit From Our Master Class?

Our masterclass is perfect for any member of your team who works with the public, including:

Ways to improve the performance of FOS
Scripts to help FOS connections
Techniques to drive conversations that leave a positive impression

With our help, you can minimize or eliminate negative experiences, frequent turnover and bad reviews.

Leadership

Good leadership makes a huge difference in employee satisfaction and retention. It isn’t always easy to be a good leader. Our leadership course can help you:

Grow your abilities to handle challenging situations
Increase employee engagement and job satisfaction
Be the type of leader employees look for
Build a successful team Motivate a winning team

Fuel takes your leadership to the next level by providing training on the five challenges modern leaders need to address in the workplace and thoughtful exercises on mastering emotional intelligence to help you understand your impact on those around you.

Why Do I Need To Know How To Manage Modern Workplace Challenges?

Our professional development experts have worked with members across the United States to learn the five most common challenges modern leaders face in the workplace. During our training, you’ll learn about those challenges in detail, from employee burnout to poor company culture and more, while engaging in practical solutions to tackle these situations as an effective leader.

Why Is Emotional Intelligence Important?

Have you ever felt so overwhelmed by stress or burnout that you struggle to communicate effectively with those around you? You’re not alone, and emotions are contagious. When you’re overwhelmed, disengaged or stressed, it’s likely those same emotions will rub off on the people around you, resulting in poor communication and an unhealthy workplace culture.

Our emotional intelligence training teaches you the three ingredients essential in maintaining emotional balance and managing any situation effectively—resulting in a positive and healthy workplace environment.

AudTech

As the health care business evolves, practices must rethink the best ways to deliver positive patient outcomes. Our Aud Tech program helps you turn one-on-one patient care into an impressive team-based approach.

How Can Audiology Technicians (Aud Techs) Benefit My Practice?

Depending on your location and needs, Aud Techs can participate in administrative work, including:

Hearing aid care
Testing preparation
Performing certain tests

By taking a few administrative and patient-facing tasks off their plate, Aud Techs free up time to allow your audiologists to focus on higher-level clinical services. More free time doesn’t just benefit audiologists but your practice as a whole:

The improved workflow increases patient satisfaction by reducing wait times and offering greater schedule flexibility.
By allowing audiologists to handle a greater volume of high-value appointments, your practice can increase their top-line revenue.
A team-based approach to audiology services encourages employee engagement and benefits the workplace culture.

What Does the Aud Tech Program Look Like?

Fuel’s Aud Tech program is a comprehensive, 100% online, self-paced course that equips your staff with the skills they need to be a successful part of the audiology assistance team. The program works through three phases:

Phase 1: Customer Service & Hearing Aids Support
Phase 2: Theoretical Preparation (diagnostics, anatomy and physiology and test descriptions)
Phase 3: Hands-On Hearing and Vestibular Testing

Students can access our course from any device, making it a convenient and flexible option for employees already working in your practice. To help you feel confident that your employees are well-equipped, we’ve included 60-second homework challenges for participants to demonstrate their knowledge, as well as open-book quizzes for each section.

Audiology

Promoting the Services That Empower Your Patients

It takes an average of seven years for a patient with hearing loss to seek help. Many audiologists have a difficult time giving patients the final push into hearing treatment without feeling like a salesperson. Fuel’s audiology workshops help you elevate your approach and take patients from diagnosis to treatment with the consulting skills you didn’t learn in school.

Understanding Patient Psychology

Understanding how patients think, including the factors that influence their healthcare decision making, is an important step in approaching them about treatment. By taking into consideration why your patients are acting and thinking the way they are, you can build trust and encourage them to follow your advice.

Maximizing Inter-Departmental Communication to Establish Patient Trust

When patients receive mixed messages from audiologists, aud techs and front office staff, they start to worry that their care is slipping through the cracks. Effective, consistent communication across different departments is key to establishing a trustworthy patient experience.

We can help you employ team-building strategies like regular team meetings and clear patient records and communication protocols to help establish patient trust across the board.

Practical Applications From Real-Life Scenarios

Fuel works with you to create customized training programs to support your goals. We use real-life patient scenarios you’ve encountered to practice patient interactions. By learning from these real-life scenarios, you can better understand the challenges patients face and improve your approach to patient care.

Allergy

Running an efficient allergy department is a great way to bring
extra revenue to your business. At Fuel, we aggregate data and best practices from
clinics throughout the country to help you develop a patient-centric approach to
allergy care.

A few ways our team can help build a thriving allergy department:

Error Reduction: We help you implement a barcode system to track allergens and patient information. This system helps minimize the errors common in manual record-keeping and ensures that the right allergens and diluents are used for each patient.
Procedure Standardization: We have built-in protocols and checklists to guide staff through allergy testing, ensuring consistency and safety at every step of the procedure.
Tracking Vial Expiration Dates: Our program automatically tracks mixed vials to help allergy technicians see when each step of the treatment is ready.
Record Keeping: We help you learn how to use USP-required and U.S. federal government-backed patient documentation software.
Shorter Wait Times: Our program features FastPass, a system that promotes faster patient check-in and tracks wait times after injections to minimize time spent in waiting rooms.
Accurate Billing & Coding: Our team can assist with billing and coding when working with insurance plans.

Setting up an allergy department may sound stressful or even impossible, but with the help of our program, you can get your department up and thriving in no time.

University Training Programs

Fuel offers marketing and training services to expand the reach and revenue of your academic audiology clinic and help students succeed as future audiologists.

Growing Academic Audiology Clinics

Academic audiology clinics don’t usually have experience marketing themselves to potential patients. When universities continue to put pressure on you to increase patient volume, serve a greater student enrollment and produce more revenue to cover the expenses associated with clinic operations, Fuel can assist in your long-term growth.

How Do We Help You Grow?

Fuel creates a marketing plan unique to your university clinic that addresses your goals, combats the pressures you’re facing and leverages the aspects that make a university clinic different, including:

Your status as a professional education-based environment
Your active research program
Your role as a well-established, leading research and training site equipped to diagnose and manage complicated cases
Your industry-leading technology and procedures

We understand how to build a marketing plan with limited resources. One of our Fuel marketing experts will work hands-on with you to implement a range of marketing strategies fine-tuned to your business, including but not limited to:

Creating patient education material
Obtaining family and friend referrals
Refreshing the face of your clinic
Leveraging your identity as part of a larger university