Words that Harm and Words that Heal in the Front Office • Courses by EIM | Evidence In Motion Skip To Content

Words that Harm and Words that Heal in the Front Office


Contact Hours: 2.5 Contact Hours

Length: Self-paced

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This online class, using the latest neuroscience research, provides attendees with an understanding of how pain works and showcases current front-office and medical interactions that can harm patients, sometimes unknowingly. On the flip side, the presentation features various front-office strategies that can help patients along their recovery path, starting with the first phone call. Medical care starts and ends in the front-office and for too long, this important factor has been overlooked.

Course Objectives/Outcomes

By the end of the course, a successful participant will be able to: 

  • Define how pain is produced by the brain based on the perception of threat 
  • Recognize how many current models of reception / front office may not only “not help” but indeed increase a patient’s pain experience  
  • Identify the latest pain neuroscience research to develop a front office approach that enhance patient care and customer service  
  • Recognize the importance of team building between administrative, front office personnel and clinical staff  
  • Identify strategies from the presentation to integrate into clinical practice  


Evidence in Motion is an AOTA Approved Provider of professional development. PD activity approval ID# 6446. This distance-learning independent activity is offered at 2.5 Contact hours; Introductory, OT Service Delivery/Foundational Knowledge, Professional Issues. AOTA does not endorse specific course content, products, or clinical procedures.


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  • Why EIM

    We’re reimagining health care education that takes you to the next next level. With learning that takes place where you are, evidence-based practice, and better outcomes for your patients, our education is transformative. That’s why EIM.


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