About Front Office Coach
Better conversations.
Confident teams.
More opportunities.
Meet the people behind Front Office Coach and the belief that stronger telephone skills can change what happens when your practice’s phone rings.
Meet our founder
Tracy Civick
Founder & CEO
After more than 15 years in healthcare sales, practice development, leadership, training, and coaching, I’ve seen how communication shapes a practice’s growth. Often, that connection begins with a single phone call.
I’ve worked with teams across the country to strengthen patient conversations, improve call quality, develop leaders, and identify opportunities for growth. One opportunity consistently stood out: helping the people answering the phones build the skills and confidence to turn patient interest into scheduled appointments.
I founded Front Office Coach and developed our 90-Day Call Conversion Program because effective telephone skills can be taught, practiced, measured, and improved. Team members need to understand both what to say and how to respond to the person on the other end of the line.
My approach teaches people to listen with intention, build rapport, ask meaningful questions, communicate the value of the practice, and guide each conversation toward a clear next step. Learning, practice, and feedback help those skills become more natural and consistent.
Better conversations build trust. And trust helps patients take the next step.
Your connection to our team
Addie Hutcheson
Director of Client Communications
My background in team leadership and client relationship management has centered on delivering thoughtful service and a positive client experience. I’ve seen how the quality of a conversation—starting with the first phone call—can shape what happens next.
Answering a caller’s question is only part of the conversation. Helping that person feel understood, confident, and ready to schedule takes another set of skills.
At Front Office Coach, I help you explore where telephone conversations may be losing momentum and connect your team with training that supports greater confidence and consistency. I’m here to help you understand your options and take the next step.
I look forward to learning about your practice and helping your team make more of every conversation.
What guides our work
People first. Practical skills. Consistent growth.
Build trust.
Listening, empathy, and clear communication help callers feel heard and comfortable taking the next step.
Build confidence.
Useful feedback and practice give team members the skills to handle real conversations in their own voice.
Build consistency.
Reinforcement and follow-through help stronger communication become an everyday habit.