Course curriculum

  • 1

    Getting Started

    • Welcome

    • Things to Do

    • Participant Guide: Download

    • Pre-Assessment
  • 2

    1: Being Prepared

    • Being Prepared Overview

    • The Patient's Guide

    • Anticipating the Connection

    • Active Listening

    • Value of the Appointment

    • Being Prepared Quiz
  • 3

    2: Telephone Basics: Greeting with Meaning

    • Telephone Basics: Greeting with Meaning Overview

    • Three Impactful Statements

    • Placing Patients on Hold

    • Call Transfers

    • Ending the Call

    • Voicemail Management

    • Telephone Basics: Greeting with Meaning Quiz
  • 4

    3: Gathering Relevant Information

    • Gathering Relevant Information Overview

    • Guiding the Call

    • Telephone Information Slip

    • Telephone Information Slip: Download

    • Emergency Patients

    • Taking Messages

    • Gathering Relevant Information Quiz
  • 5

    4: When You Least Expect It

    • When You Least Expect It Overview

    • Fielding Financial Questions

    • Same Day Cancellations

    • No to Know

    • It's Lunchtime

    • When You're Short-Handed

    • Referrals

    • When You Least Expect It Quiz
  • 6

    5: Common Scenarios

    • Common Scenarios Overview

    • Dental Shoppers

    • It's Too Expensive

    • The Upset Patient

    • Common Scenarios Quiz
  • 7

    6: Let's Have Fun with It

    • Let's Have Fun with It Overview

    • Call Reflection #1

    • Call Reflection #2
  • 8

    Celebrating Success

    • Course Completion

    • Feedback Survey and CE