It is well understood that in order to hone your skills at a certain process, you have to repeat it often and stay current with both regulatory and technological changes.
In healthcare we task our front desk personnel with a number of new processes. We expect them to keep current with all of the latest changes in software updates and organization polices. Your typical front desk staff may be responsible for: check-In, registration, check-out, scheduling, patient complaints, distribution and collections of forms; copay collection, insurance verification, demographics and insurance updates, insurance authorizations, and physician referrals. Some organizations divide these processes between multiple employees within the individual practice, but very few have a centralized process across all practices. When you think about the impact that these employees have on data quality and integrity, it is amazing that they are able to achieve anywhere above a 90% accuracy level.