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: Phone Skills Basics

    • Phone Skills Basics

    • Review & Download

    • Download Your Action Plan

    • Phone Skills Basics Quiz
  • 05

    4: Phone Mastery

    • Phone Mastery

    • Review & Download

    • Download Your Action Plan

    • Phone Mastery Quiz
  • 06

    5: 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
  • 07

    6: Insurance Conversations

    • Insurance Conversations

    • Confident Conversations About Insurance

    • Download Your Action Plan

    • Insurance Conversations Quiz
  • 08

    7: Creating First and Lasting Impressions

    • How the Team Shapes the Patient Experience

    • Creating Lasting Impressions

    • Download Your Action Plan

    • First and Lasting Impressions Quiz
  • 09

    8: Appointment Wrap Up

    • Appointment Wrap Up

    • The Power of the Wrap-Up

    • Download Your Action Plan

    • Appointment Wrap-up Quiz
  • 10

    9: Clinical to Front Desk Handoff

    • Mastering the Clinical to Front Desk Handoff

    • Download Your Action Plan

    • Clinical to Front Desk Quiz
  • 11

    Continuous Improvement

    • Creating a Culture of Excellence

    • Next Steps