Training for the Billing and Insurance Department

Course Objectives

1. Understand the Role and Value of the Billing & Insurance Coordinator
   Learners will recognize the impact of the billing position on cash flow, patient satisfaction, and team morale—and why it is often one of the most misunderstood yet critical roles in the dental practice.
   
   
2. Identify the Qualities of a Successful Billing Team Member
   Learners will define the ideal personality traits for this role—such as detail orientation, perseverance, confidence, and communication skills—and understand how to assess them through tools like Criteria Corp testing.
   
   
3. Structure a 30-60-90 Day Training Plan
   Learners will implement a structured training timeline, beginning with dental terminology and basic verifications, progressing to insurance breakdowns and coding, and culminating with billing systems and EOB processing.
   
   
4. Develop Systems for Dental Terminology and Code Learning
   Learners will provide new hires with prioritized cheat sheets, acronym training, and real-life claim examples to build foundational knowledge and reduce onboarding overwhelm.
   
   
5. Train for Real-World Scenarios in Insurance Verification
   Learners will prepare their team for challenges like incorrect benefit info, long hold times, and miscommunications with insurance reps—and train them to communicate confidently and accurately with patients.
   
   
6. Utilize Front Office Academy as a Supplementary Resource
   Learners will integrate FOA’s Dentistry 101 and Dental Billing Specialist courses to reinforce in-office training and provide new team members with a pressure-free learning environment.
   
   
7. Establish KPIs and Metrics to Monitor Billing Performance
   Learners will track progress using indicators like AR aging, clean claims, re-verification accuracy, and patient portion collection to assess skill development and accountability.
   
   
8. Create a Safe, Supportive Culture for Learning
   Learners will foster an environment where mistakes are expected, feedback is constructive, and mentorship is prioritized—essential for building confidence and long-term retention.
   
   
9. Incorporate Cross-Training Across Clinical and Front Office Roles
   Learners will train all team members—including hygienists and assistants—on basic insurance knowledge relevant to their role, reducing bottlenecks and reliance on one individual.
   
   
10. Explore and Effectively Implement Outsourcing Options
    Learners will evaluate when and how to integrate outsourcing solutions (e.g., insurance verifications or AR follow-up) and understand the importance of internal oversight, onboarding, and communication with remote billing teams.