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Best Practice Phone Skills: COVID-19 & Beyond - 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

Best Practice Phone Skills: COVID-19 & Beyond

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

Duration: 5 hours over 2 sessions

CPD Points: Up to 5 hours

 

Description: First impressions count.

You only get one chance to make a first impression and now more than ever, people will be calling your practice, looking for reassurance and support about the health. It is vital that your team members know the best ways to support each patient, as well as the practice.

Make sure you have the best people answering incoming enquiries regardless of how many times the phone may ring. If you are not handling those call enquiries effectively and converting them into booked appointments, all the time, money and effort invested is lost.

Rushed or flustered responses are a sure way to lose patients. Regardless of whether the front office is busy or not, you need to have protocols that will allow your team to effectively approach, handle and support these phone calls.

In this two-part course, we look at the value of a New Patient and outline the protocols that support the New Patient call right through to an appointment., We also look at the challenge of “telephone shoppers” and how to convert them in to New Patients. Remember, there is little benefit in putting protocols and procedures in place if they are not followed.

 

PART 2 (2.5  HOURS)

Handling the New Patient Call (continued)

-        Driving the conversation and handling questions, including those related to COVID-19.

-        Guiding the patient to an appointment.

The Telephone Shopper

-        Learning how to handle those callers who are “just asking” for information and prices.

-        Effective communication tools that will help convert shoppers into making an appointment. 

Preparing patients for their appointments over the phone.

- Setting expectations for a patient’s experience now and post COVID-19 is crucial to creating a positive experience.

Ask yourself; would you be satisfied with the treatment you received from your first point of contact with your practice? Remember, you only get one chance at making a good first impression, and it begins with that one phone call.

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

 

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: COVID-19 & Beyond - 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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