Best Practice Phone Skills Part 2

Part 2 of 2 When a prospective patient calls your practice, there is still a lot of work required to get them on-board as a new patient. Without training, inbound calls in a busy practice may often be treated as an unwelcome interruption to the front office’s day.

Description

During this course, we look at the value of a new patient and protocols that support the new patient call. We break down how to respond to a new patient call from developing a relationship quickly right through to directing the patient to an appointment. We also look the challenge of telephone shoppers and how to convert them into new patients.

This is a 5-hour course divided into two sessions, Part 1 and Part 2, delivered over two weeks.

Audience: Practice Owner, Practice Manager, Dental Assistant / Nurse, Front Office Coordinator, any one who answers the phone.

 

Agenda:

Part 1 (2.5 hours)

  • Protocols that support the new patient call
  • The New Patient Call
    • Develop a relationship to build trust
    • Gather information & give information

Part 2 (2.5 hours)

  • The New Patient Call (continued)
    • Driving the conversation & handling questions
    • Direct the patient to an appointment
  • The Telephone Shopper

 

Learning Objectives:

  1. Manage new patient calls successfully through deeper understanding of their value and implementing protocols that work.

  2. Convert patient enquiries into appointments by building trust rapidly.

  3. Transform telephone shopper enquiries into new patients

 

Live Online Training (LOT)

This Live Online Training course is run using an online training software called Zoom. You will be able to see and hear the presenters as well as view their presentation on the screen.

While you won’t need to use your webcam or your microphone, you will be engaged on various topics using the chat tool, question polls and other live online activities!

 

About Prime ACADEMY

All LOT is supported by the Prime ACADEMY, where you can review upcoming event sessions, pre and post readings, and complete quizzes, surveys and your certificate. 

Come back as often as you wish to review learning, keep your profile updated, reflect on the latest Prime news and connect in the discussion channels.

 

CPD Accreditation

Australian clinicians are required to make their own assessment as to the number of hours of Non-Scientific Continuing Education each course provides. This course is eligible for NZDA CPD points.

Prime Practice guarantees courses are compliant with the current Dental Board of Australia Guidelines on Continuing Professional Development.

* Number of accredited CPD hours depends on the length of the workshop.

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Best Practice Phone Skills Part 1

PART 1 of 2 When a prospective patient calls your practice, there is still a lot of work required to get them on-board as a new patient. Without training, inbound calls in a busy practice may often be treated as an unwelcome interruption to the front office’s day.

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