What you will learn:
The Business Academy's Front Desk Course is designed to help individuals master the Front Desk and achieve ultimate patient compliance. The program includes learning patient communication, building rapport, managing patient schedules, answering common questions, and becoming an accountability partner for patient care and goals. This course aims to show you how to create a five-star, Ritz-Carlton experience for everyone and teach you how to be air traffic control for patients and providers.
The Front Desk Course Curriculum
Section 1 - Front Desk Basics
Available in
days
days
after you enroll
- 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
Available in
days
days
after you enroll
- 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
Available in
days
days
after you enroll
- 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!
Available in
days
days
after you enroll