Training Booklet
Training Topic/Activity
1. Do you speak County – identifying common terminology
2. Front office graphic – discussion on front office roles &
patient pathway
Feedback
Are there any terms/vocabulary that you
would like to include?
Suggestions for talking points? Any edits to
the image?
3. Triple Aim – understanding the need for change and the
front office role to improve patient access and the
cost/quality of care
Suggestions for talking points? How can we
connect this concept to front line staff?
Examples?
4. DHS Payor Source – introduction to DHS patient population
by coverage
Suggestions for talking points? How can we
connect this concept to front line staff?
Examples?
5. Payer Mix – Discussion of the DHS patient population and
the balancing of health care costs associated with patients
with coverage and patients with limited coverage or no
coverage.
Suggestions for talking points? How can we
connect this concept to front line staff?
Examples?
FRONT OFFICE PILOT TRAINING
FEEDBACK FORM
Training Booklet
Training Topic/Activity
6. Assignment vs. Empanelment – discussion to differentiate
the concept of assignment and empanelment to provide staff
with an understanding of how complex and confusing the
process is for patients when applying for coverage and
accessing services.
Feedback
Suggestions for talking points? How can we
connect this concept to front line staff?
Examples?
7. No. Managed Care Lives in all of LA County
Suggestions for talking points? How can we
connect this concept to front line staff?
Examples?
8. Who is DHS? discussion around community partner clinics,
safety net, myhealthla, primary care clinic listing
Suggestions for talking points? How can we
connect this concept to front line staff?
Examples?
9. Pathways into Empanelment – understanding the different
pathways managed care and non-managed care patients
get empaneled into our system.
Suggestions for talking points? Are there
any additional scenarios you think we need
to discuss? Examples?
FRONT OFFICE PILOT TRAINING
FEEDBACK FORM
Training Booklet
Training Topic/Activity
Feedback
10. DHS Empanelment (Managed Care # vs. Non-Managed
Care #)
Suggestions for talking points? How can we
connect this concept to front line staff?
Examples?
11. Access & Entry Point – understanding the various entry
points through which patients access services through our
system.
Suggestions for talking points? Are there
any additional scenarios you think we need
to discuss? Examples?
FRONT OFFICE PILOT TRAINING
FEEDBACK FORM