New staff know where to click but not who owns the next step
Clarify ownership and the expected next handoff before creating more work.
Front desk training
Epic Front Desk Training: Starter Workflow Guide
A role-based starter guide for front-desk staff learning registration, request routing, portal handoffs, document intake and escalation boundaries.
What this often looks like
Common symptoms
Requests are entered twice because staff are unsure whether they routed correctly
Clarify ownership and the expected next handoff before creating more work.
Each location teaches a different workaround
Clarify ownership and the expected next handoff before creating more work.
Front-desk staff are asked to resolve work that belongs to another team
Clarify ownership and the expected next handoff before creating more work.
First checks
Work through these before escalating blindly.
- Teach the highest-volume tasks before edge cases
- Pair each task with the receiving team and escalation rule
- Show staff how to recognize duplicate work before creating another item
- Document what front desk should not resolve
- Use a short local SOP for exceptions and handoffs
Ownership questions
- Which requests stay with front desk?
- Which requests go to clinical, referral, billing or records teams?
- What information is required before routing?
- When should a new employee stop and ask for help?
Avoid making the problem worse
Do not use a workaround as the default process.
- Training only on clicks without explaining workflow ownership
- Teaching personal workarounds as official process
- Having staff share credentials
- Sending PHI or screenshots to HelpEpic
Security and privacy boundary. Do not send HelpEpic patient names, DOBs, MRNs, insurance identifiers, screenshots, records, passwords, tokens or other confidential information. Access, outages, security incidents, protected configuration changes and patient-specific clinical decisions belong with your organization’s authorized teams.
Related workflow topics