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The Ultimate Front Desk Course
Section 1 - Front Desk Basics
Welcome to The Ultimate Front Desk Course! (1:14)
Welcome!
Key Words Study
The Mentality of a Front Desk Rockstar video (14:22)
Front Desk Mentality
Purpose, VFP, Statistics & Winning Standards video (15:01)
Purpose, VFP, Statistics and Winning Standards of the Front Desk
The Front Desk Rockstar Personality video (13:48)
Personality for the Front Desk
Your Duties & Responsibilities as a Front Desk Rockstar video (27:20)
Front Desk Responsibilities
How to Efficiently Manage Incoming Calls with Professionalism in a Busy Office video (28:29)
Efficiently Managing Incoming Calls in a Busy Office
Section 2 - Handling the New Patient
Managing New Patient Phone Calls video (14:17)
Handling the New Patient Phone Call
Phone Greeting & Handling a New Patient scripts
Confirming Appointments with New Patients: A Guide to the 24 Hour and 1 Hour Reminder Calls and Texts video (10:18)
New Patient Appointment Confirmation Calls
Confirmation Call scripts
How to Handle No-Shows from New Patients video (4:19)
Handling a New Patient No-Show
Missed Appointment scripts
Managing New Patient Phone Scheduling & Addressing Common Questions video (10:25)
Common Questions from Patients While Scheduling
Common Objections scripts
New Patient Mystery Call What Not to Do! #1 (2:31)
New Patient Mystery Call What Not to Do! #2 (3:56)
Delivering Exceptional Service & Creating a Ritz-Carlton Experience (19:55)
More Tips and Insights When Creating the 5 Star Patient Experience (64:50)
Creating a Five-Star Ritz-Carlton Experience
How to Effectively Communicate & Coordinate Day 2 Appointments with Spouses (8:09)
Scheduling a Day 2 with the Patient's Spouse/Partner
Day 2 Spouse/Partner Scheduling script
Best Practices for Properly Verifying Insurance Coverage (14:45)
Properly Verifying Insurance Coverage
Day 2 Check-In at The Front Desk video (2:25)
Day 2 Check-In
Day 2 Check-in script
What to Do If a Patient Misses a Day 2 and How to Get Them Back In video (1:32)
Missed Day 2 Appointment script
A Comprehensive Guide to Multiple Appointment Scheduling for New Patients video (9:07)
Guide to Scheduling Multiple Appointments
Scheduling Multiple Appointments script
Section 3 - Front Desk Protocols
General Protocols for Check-In and Check-Out video (3:58)
Protocols for Check-in and Check-out
Effective Scripting Techniques for Scheduling Patients video (3:15)
Effective Scripting Techniques
Make-Up Day Protocol video (14:51)
Make-up Day Protocol
Make-up Day script
Common Objections When Trying to Get Make-Up Days Rescheduled video (8:06)
Handling Objections when Rescheduling Make-up Days
Make-up Day Objections scripts
Best Practices for Managing Early Discontinuation Requests video (15:35)
How to Manage Early Discontinuation Requests
Handling Discontinuation Requests script
How to Effectively Schedule Re-Exams video (6:03)
How to Schedule Re-Exams
Re-exam script
How to Answer the In Network Provider Question video (9:00)
Handling the In-Network Provider Question
Insurance script
My Co-Pay Isn’t What I Thought It Was video (6:45)
Handling Co-pay Discrepancies
Handling Co-pay Discrepancies script
How to Handle Common Upsets in Patients video (9:40)
Handling Common Upsets in Patients
Developing Critical Thinking Skills to Respond to Patient Questions Effectively video (12:06)
Critical Thinking Skills to Respond to Patient Questions
How to Handle Over the Counter Payments video (3:24)
Collecting Over-the-Counter Payments
Over-the-Counter Collections script
How to Give a Chiropractic Lay Lecture video (7:22)
Giving a Chiropractic Lay Lecture
Lay Lecture script
Living and Breathing the Chiropractic Lifestyle as a Front Desk Rockstar video (12:02)
Living and Breathing the Lifestyle of a Front Desk Rockstar
Strategies For Requesting Reviews video (12:04)
Strategies for Requesting Reviews, Testimonials and Referrals
Reviews, Video Testimonials & Patient Referrals scripts
Bonus script: Reactivation script
Completion Contragulations!
Congratulations on Becoming a Front Desk Rockstar! video (0:29)
Your Next Step
Delivering Exceptional Service & Creating a Ritz-Carlton Experience
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