Course curriculum

  • 01

    Welcome and Overview

    • Introduction to the Front Desk Role

    • Course Navigation and Expectations

    • Pre-Survey
  • 02

    1: Defining Roles

    • Defining Roles

    • Reflect & Apply Exercise

    • Why Defining Roles at the Front Desk Matters

    • Download Your Action Plan

    • Defining Roles Quiz
  • 03

    2: Role Clarity and Checklists

    • Role Clarity and Checklists

    • The Importance of Dividing and Assigning Duties in the Office

    • Your List of Duties

    • How to Create a Checklist

    • Download Your Action Plan

    • Role Clarity Quiz

    • Download Your Checklists
  • 04

    3: Creating SOPs

    • Creating SOPs

    • Creating SOPs Quiz

    • Review & Download

    • Download Your Action Plan
  • 05

    4: Phone Skills Basics

    • Phone Skills Basics

    • Review & Download

    • Download Your Action Plan

    • Phone Skills Basics Quiz
  • 06

    5: Phone Mastery

    • Phone Mastery

    • Review & Download

    • Download Your Action Plan

    • Phone Mastery Quiz
  • 07

    6: New Patient Calls

    • New Patient Calls

    • Review & Download

    • Quick Tips on General Practice Information

    • Six Steps for Success

    • Download Your Action Plan

    • New Patient Calls Quiz
  • 08

    7: Insurance Conversations

    • Insurance Conversations

    • Confident Conversations About Insurance

    • Download Your Action Plan

    • Insurance Conversations Quiz
  • 09

    8: Creating First and Lasting Impressions

    • Creating First and Lasting Impressions

    • How the Team Shapes the Patient Experience

    • Creating Lasting Impressions

    • Download Your Action Plan

    • First and Lasting Impressions Quiz
  • 10

    9: Appointment Wrap Up

    • Appointment Wrap Up

    • The Power of the Wrap-Up

    • Download Your Action Plan

    • Appointment Wrap-up Quiz
  • 11

    10: Clinical to Front Desk Handoff

    • Clinical to Front Desk Handoff

    • Mastering the Clinical to Front Desk Handoff

    • Download Your Action Plan

    • Clinical to Front Desk Quiz
  • 12

    11: Asking for Referrals

    • Asking for Referrals

    • Download the Patient Referral Request Quick Guide

    • Download the 15 Tips for Asking for Patient Referrals

    • Download the Sample Thank You Letter

    • Download Your Action Plan

    • Asking for Referrals Quiz
  • 13

    12: Correspondence that Builds Relationships

    • Correspondence that Builds Relationships

    • Download Sample Patient Letters

    • Correspondence Sent to Patients Tracker

    • Download Building Relationships

    • Download Your Action Plan

    • Correspondence that Builds Relationships Quiz
  • 14

    13: Scheduling to Production

    • Scheduling to Production

    • Download Number of Units Required for Routine Procedures

    • Download Production Targets for Providers Worksheet

    • Download Your Action Plan

    • Scheduling for Production Quiz