12-Month Course Access
Provides:
- 7-lesson course specifically designed to help your team deliver superior customer service
- Course assessments to check progress and knowledge
- 8 CE credits
Price range: $300.00 through $340.00
Course Length/Learning Time: 10 hours
The Academy of Front Desk Coordinators program is designed to help your team deliver superior customer service, streamline communication and help establish better relationships with patients and parents. Authored by Communicate Excellence founder, Amy Demas, this program focuses on how to create an environment where your front desk team members are confident in representing your practice and brand in such a manner that your patients and families become your #1 marketing tool.
Investing in this course ensures your front desk team delivers exceptional, consistent patient experiences, strengthens retention and referrals, and transforms every interaction into an opportunity to grow your practice.
Meet your instructor
Amy Demas is an award-winning speaker, process developer, coach, teacher, and inventor who is passionate about empowering others through efficient and effective processes. She was among the first 1,000 women to attend the United States Military Academy at West Point and went on to secure more than 55 U.S. patents (under the name Amy Folk) for her process design and statistical work at Bank of America. In addition to her professional accomplishments, Amy homeschooled her three children to award-winning academic levels.
She holds the title of Distinguished Toastmaster (DTM) and a Six Sigma Green Belt, further demonstrating her commitment to excellence in communication and process improvement. At Trapezio, Amy is the author of the Academy of Front Desk Coordinators Course, where she shares her expertise in communication, leadership, and process design to help orthodontic teams excel at the front desk.
Educational and Learning Objectives Explored
1. The Experience
Lesson 1 explores how to build a team that creates a memorable customer journey, examines what drives loyalty and repeat visits, and defines the full patient experience from first phone interaction through the final farewell, highlighting the lifecycle and key moments of truth along the way.
2. Guide to Leveraging Personalities
This lesson introduces key communication concepts, explores deference and guidance in patient interactions, highlights the leadership role of the front office, and focuses on understanding and leveraging different personality types to enhance communication and service outcomes.
3. Phone Etiquette
Module focuses on front desk presence both on the phone and in person, provides practical instructions and scenarios for creating an exceptional patient journey, and covers best practices for opening and closing conversations, placing callers on hold, balancing immediate versus ultimate goals, and effective scheduling.
4. New Patients and More
Lesson 4 covers effective new patient intake, the inform/appoint and “solo” processes, strategies for achieving strong closure, and methods for reducing no-show rates to support a smooth and successful patient experience.
5. Upset Callers and Other Challenges
This lesson teaches the ALERT method for managing difficult interactions, strategies for handling unhappy patients, best practices for delivering service over the phone versus in person, and approaches for addressing complex questions effectively.
6. Connection Calls and Other Outbound Calls
Module 6 distinguishes connection calls from confirmation calls, provides sample call examples, and outlines best practices for making effective outbound calls.
7. Continue to Lead
This lesson focuses on maintaining high performance in service delivery, addressing ongoing challenges, and sustaining peak performance within the team.
Release Date: April 21, 2023 / Review Date: September 3, 2025 /Expiration Date: September 3, 2028
