Administrative Training Series: Navigating the Patient Journey

Explore the three phases of the patient journey

The series features short, focused video lessons organized into three phases, covering the patient experience from initial contact through completion of care. Each video is under 25 minutes, making it easy to incorporate training into a busy workday.

Phase 1: Pre-Arrival

Start every patient relationship on the right foot.

Build the foundational skills needed to manage a patient's first interactions with your practice. This phase focuses on creating positive first impressions, understanding insurance requirements, and preparing patients for the financial aspects of care.

Topics include first-contact communication, direct access, insurance terminology, Medicare and commercial insurance, benefits verification, authorization, financial paperwork, self-pay options, and communicating patient financial responsibility.

Continuing education: 3.5 contact hours (0.35 CEUs).

Phase 2: Treatment In-Clinic

Support patients and practice operations throughout care.

Explore the administrative processes that contribute to an efficient patient experience and a healthy revenue cycle. This phase addresses the responsibilities that begin with a patient's first appointment and continue throughout treatment.

Topics include patient arrival and scheduling, payment collection, communication, claims submission, CPT coding fundamentals, modifiers, denial prevention, accounts receivable, and payment processing.

Phase 3: Post-Care

Make the end of care the beginning of a lasting relationship.

Learn how administrative teams can support a positive completion-of-care experience while maintaining accurate financial records and encouraging continued patient engagement.

Topics include final billing considerations, patient communication, transition planning, and opportunities to support patient satisfaction, reviews, referrals, and ongoing relationships.

Your administrative team influences more than scheduling and paperwork. Every interaction can affect patient satisfaction, operational efficiency, and your practice's financial performance.

With the Administrative Training Series, your team can:

• Improve the patient experience through effective communication, clear expectations, and consistent service.
• Strengthen administrative processes with foundational knowledge of insurance, authorization, billing, and payment collection.
• Support financial performance by reducing preventable administrative errors, improving claim accuracy, and encouraging timely collections.
• Create consistency across your team through structured training on essential responsibilities and workflows.
• Measure staff knowledge and growth through assessments that support accountability and professional development.

The Administrative Training Series is designed for professionals at every level of outpatient physical therapy practice operations, including:

• Front desk and administrative staff
• Patient care coordinators
• Office managers and practice administrators
• Billing and revenue-cycle professionals
• Clinic directors and practice owners
• New hires and experienced staff seeking additional training

From onboarding new employees to strengthening the skills of established teams, this series provides a consistent foundation for administrative excellence.

Whether you're investing in your own professional development or training an entire practice, APTA Private Practice offers flexible purchasing options.

Individual enrollment: Learn at your own pace and earn CEUs

Looking to develop your administrative skills and earn continuing education credit? Individual learners can purchase training directly through the APTA Learning Center.

Two ways to enroll:

• Individual phases: Purchase the phase that best meets your professional development needs.
• Complete series bundle: Save by purchasing all three phases together for a comprehensive learning experience.

Individual enrollment provides access to on-demand training and the opportunity to earn applicable continuing education credit upon successful completion of course requirements.

Important: Individual purchases and associated continuing education credits are nontransferable.

Corporate training package: Invest in your entire team

One comprehensive training solution for your practice.

Strong administrative teams don't happen by accident. Give your staff the tools to deliver an exceptional patient experience while supporting your practice's operational and financial success.

The Corporate Training Package provides practices with access to the complete three-phase series, along with valuable resources to reinforce learning, evaluate staff knowledge, and support ongoing professional development.

What's included?

• Complete video library: All training videos from all three phases, provided in a downloadable Dropbox folder for internal staff training.
• Knowledge assessments: An internal exam for each phase, along with an answer key, to evaluate employees' understanding of the material.
• Staff performance evaluation tools: Use the exams to identify knowledge gaps, assess training effectiveness, inform staff performance evaluations, and determine opportunities for additional development.
• Certificate of completion: Documentation of staff completion of the training program.

The Corporate Training Package is an ideal solution for onboarding new employees, standardizing administrative processes, providing refresher training, and creating a more consistent patient experience across your practice.

Unlike individual enrollment, the Corporate Training Package is designed for internal staff education and does not award continuing education credit.

Corporate package pricing

APTA Private Practice members save $1,000 compared with nonmember pricing.