PRIVATE PRACTICE - Administrative Training Series: Phase 1 Pre-Arrival

Participants can purchase each phase individually or save by purchasing the complete three-phase series bundle.

.035 CEUs/ 3.5 Contact Hours
Course Level: Beginner, Intermediate, Advanced, Multiple Levels

In Phase 1: Pre-Arrival of the Administrative Training Series, we will introduce the foundational knowledge and skills administrative professionals need before a patient begins care. 

Part 1: First Contact introduces the foundational knowledge and administrative processes needed to successfully manage a patient’s first contact with an outpatient therapy practice. Participants will explore the outpatient therapy environment, effective first-contact practices, direct access, insurance terminology, commercial insurance and Medicare fundamentals, benefits verification, and authorization.

Part 2: Financial and Benefits Preparation focuses on preparing patients and the practice for the financial aspects of outpatient therapy before treatment begins. Participants will learn about financial paperwork, self-pay options, communicating benefit information and patient financial responsibility, navigating challenging financial conversations, and documenting patient responsibility.

Throughout Phase 1, emphasis is placed on creating a positive first impression, gathering accurate information, establishing clear expectations, and preparing both the patient and the practice for a successful episode of care.

Upon completion of this series, participants will be able to:

• Explain foundational outpatient therapy, insurance, Medicare, direct-access, and self-pay concepts relevant to the patient intake process.
• Apply effective communication and customer-service practices to create a positive first impression and gather accurate patient information.
• Perform foundational insurance verification and authorization processes and identify when additional follow-up or escalation is needed.
• Prepare and explain required financial information, including benefits, practice policies, anticipated patient responsibility, and payment expectations, without guaranteeing insurance coverage or payment.
• Apply Phase 1 concepts to common first-contact and financial-preparation scenarios and identify relevant performance indicators for evaluating administrative effectiveness.

Part 1: First Contact, topics include: 

1. ABCs of Outpatient Therapy
This session introduces the role of outpatient physical therapy within the broader continuum of care. It also establishes how effective administrative processes support patient access, clinical operations, financial performance, and the overall patient experience.

2. First Impressions
A patient’s first interaction with a practice can shape the entire care experience. This session presents strategies for creating a positive first impression and identifies common communication mistakes that can negatively affect patient confidence and engagement.

3. Direct Access
Direct access allows patients to receive physical therapy services without first obtaining a referral when permitted by applicable law and payer requirements. This session reviews the importance of direct access and the administrative processes practices should establish to appropriately manage these patients.

4. ABCs of Insurance Terms
Health insurance has its own language, and administrative professionals need a working knowledge of common terms to communicate effectively with patients and support the revenue cycle. This session explains foundational insurance terminology and demonstrates how these terms apply to benefits, patient responsibility, claims, and payment.

5. ABCs of Commercial Insurance (Commercial Insurance Plan Types & Insurance Payment Methodologies)
Commercial insurers offer a variety of plan types, including HMOs, PPOs, and other benefit arrangements, each with different requirements and patient responsibilities. These sessions explain common commercial insurance plans and payment methodologies and describe how their characteristics affect patient access, billing, reimbursement, and administrative workflows.

6. Insurance Verification
A consistent insurance-verification process helps practices obtain accurate coverage information, communicate anticipated patient responsibility, and reduce preventable payment delays. This session presents best practices for verifying coverage and documenting findings while emphasizing that verification of benefits is not a guarantee of payment.

7. Insurance Authorization
Many payers require prior authorization or ongoing authorization for outpatient therapy services. This session reviews best practices for obtaining and tracking authorizations and reauthorizations and identifies common errors that can result in delayed or denied payment.

8. Medicare (Medicare Introduction & Medicare Part B)
Medicare is a primary payer for many outpatient therapy patients and has specific coverage, billing, documentation, and patient-notification requirements. These sessions introduce Medicare and Medicare Part B and address common issues—including ABNs and QMB protections—that practices should manage at the beginning of care to reduce compliance and financial risk.

Part 2: Financial and Benefits Preparation, topics include:

1. Discussion of Benefits
Insurance plans manage outpatient therapy benefits in different ways, making it essential to obtain and review relevant coverage information before the patient’s first visit. This session explains the information staff should gather and how to communicate benefit details and anticipated patient responsibility clearly without guaranteeing coverage or payment.

2. Financial Paperwork

Clear financial documents help patients understand practice policies, available benefit information, and their potential financial responsibility before care begins. This session reviews best practices for documenting financial discussions and establishing checks and balances that promote consistency, accuracy, and accountability.

3. Direct Access and Self-Pay
Patients may seek therapy without a referral, lack applicable insurance coverage, exhaust their available benefits, or choose not to use insurance. This session reviews administrative and financial best practices for managing direct-access and self-pay situations in accordance with applicable laws, payer requirements, and practice policies.

This series was recorded in 2026.