The Patient Experience Matters

The Patient Experience Matters

Lesson 01 - Introduction

  • Introduction
  • Why the way you communicate is so important
  • What you should Track in your Office

Lesson 02 - Phone Training

  • Basic Skills and Etiquette
  • The New Caller
  • Other types of calls
  • When the front office calls

Lesson 03 - Scheduling Skills

  • Scheduling Principles
  • Block Scheduling
  • Hygiene Scheduling
  • Giving Appointments
  • Unscheduled Treatment
  • Schedule Problems

Lesson 04 - Staying in Touch with the Patients

  • Reminders
  • Reactivation System
  • Loyalty Programs

Lesson 05 - Payments and Collection

  • Patient Balances and Discussing Money Issues
  • Improving your collection

Lesson 06 - Patient Service

  • Fundamentals of Patient Service
  • New patient Journey
  • The 4 different types of patients
  • VIP Patient Service Excellence
  • Treatment Coordination
  • Patient Control
  • Other PatientExperiences
  • key Moments of thePatient Experience
  • How to stimulate referrals
  • Patient ReferralScript Step-by-Step
  • How to get ConvincingPatient Testimonials
  • Patient SatisfactionSurvey to improve constantly
  • Upselling Strategy

Lesson 07 - Patient Control and Communication

  • Basics of PatientCommunication
  • Active Listening
  • What language to usefor patients
  • A simple idea on howto handle objections
  • Why are patientsunsatisfied
  • The Angry Patient
  • The IndecisivePatient

Lesson 08 - Team Building

  • The difference between your Office Mission and VisionStatement
  • Staff Meetings
  • Team BuildingActivities
  • Incentive Plans

Lesson 01 - Introduction

  • Introduction
  • Why the way you communicate is so important
  • What you should Track in your Office

Lesson 02 - Phone Training

  • Basic Skills and Etiquette
  • The New Caller
  • Other types of calls
  • When the front office calls

Lesson 03 - Scheduling Skills

  • Scheduling Principles
  • Block Scheduling
  • Hygiene Scheduling
  • Giving Appointments
  • Unscheduled Treatment
  • Schedule Problems

Lesson 04 - Staying in Touch with the Patients

  • Reminders
  • Reactivation System
  • Loyalty Programs

Lesson 05 - Payments and Collection

  • Patient Balances and Discussing Money Issues
  • Improving your collection

Lesson 06 - Patient Service

  • Fundamentals of Patient Service
  • New patient Journey
  • The 4 different types of patients
  • VIP Patient Service Excellence
  • Treatment Coordination
  • Patient Control
  • Other PatientExperiences
  • key Moments of thePatient Experience
  • How to stimulate referrals
  • Patient ReferralScript Step-by-Step
  • How to get ConvincingPatient Testimonials
  • Patient SatisfactionSurvey to improve constantly
  • Upselling Strategy

Lesson 07 - Patient Control and Communication

  • Basics of PatientCommunication
  • Active Listening
  • What language to usefor patients
  • A simple idea on howto handle objections
  • Why are patientsunsatisfied
  • The Angry Patient
  • The IndecisivePatient

Lesson 08 - Team Building

  • The difference between your Office Mission and VisionStatement
  • Staff Meetings
  • Team BuildingActivities
  • Incentive Plans