The topics listed below are covered in the Academy of Front Desk Coordinators program.

Lesson #1: The Experience

• Developing a team that creates a memorable journey for your customers
• Discover what it takes to keep them coming back
• First interactions on the phone until the final “until we meet again”
• A life cycle
• Moments of truth

Lesson #2: Guide to Leveraging Personalities

• Communication concepts
• Deference and Guidance
• The front office- Your leaders
• Knowing different personalities and how to deal with them
• Leveraging personalities

Lesson #3: Phone Etiquette

• Front desk presence on the phone and in person
• Instructions, scenarios, and the road map for creating an exceptional journey
• Opening the Conversation
• Closing the Conversation
• How to Hold
• Immediate versus Ultimate Goal
• Best Practices for Scheduling

Lesson #4: New Patients and More

• New Patient Intake
• Inform/Appoint and the “Solo”
• Closure
• No-Show Rates

Lesson #5: Upset Callers and Other Challenges

• The ALERT method
• Handling the Nonhappy
• Delivery on the phone vs. in person
• Complex Questions

Lesson #6: Connection Calls and Other Outbound Calls

• Connection calls vs. confirmation calls
• Sample calls
• Best practices for outbound calls

Lesson #7: Continue to Lead

• Maintenance mode
• Challenges
• Peak performance