Description: This course includes 1 Certification Course designed for a single user. For Multiple users, please see the Plus and Premium courses. Course Comparison Chart
What's the Basic? We have created 2 additional Front Desk Training courses to meet different training needs of practices.
The Basic is designed to train a single user, 1 person can earn a certificate and has 5 months to complete the training. The basic does not comes with the Tool Kit. The Tool Kit is specifically designed to train multiple users. It does have a few extra forms that are designed to help organize multiple front desk positions or locations.
Documents found in all of the courses.
Background: The concept for Front Desk Academy was developed following a series of very disappointing “mystery shopping” phone calls made to 60 audiology and dispenser offices nationwide. The result of these calls showed a failure to not only ask for appointments consistently, but a complete failure to gather contact information.
Front Desk Academy is an online certification program. Going beyond traditional methods of training, Front Desk Academy requires that the participant complete quizzes, skill drills and homework assignments before moving on to the next module. Ongoing discussion and reinforcement is encouraged as studies show that training without reinforcement results in 87% of knowledge being lost within 30 days following training.
Program Description: Each online session lasts, on average, 30-45 minutes. Following each presentation, the participant is given a homework assignment and is required to complete a quiz. It is only when the student passes the quiz with a score of 93% or higher that he or she may continue on to the next module.
There are 14 weeks of training modules that comprise the curriculum for certification. Upon successful completion of all modules, the student participant must pass a 100-question Final Exam with a score of 93% or higher to become certified.
Training Modules are focused on the primary job functions of the Front Desk Manager...to support the financial goals of the business owner while providing exceptional customer service.
Introduction to Front Desk Training
Setting Goals for Excellence
Week 1 Quiz
The Formula for Success, Part 1
Week 2 Quiz
The Formula for Success, Part 2
Week 3 Quiz
Delivering Unforgettable Customer Service, Part 1
Week 4 Quiz
Delivering Unforgettable Customer Service, Part 2
Week 5 Quiz
Introduction to the Hearing Profession, Part 1
Week 6 Quiz
Introduction to the Hearing Profession, Part 2
Week 7 Quiz
Communication Strategies and Tips for Speaking to those with Hearing Loss
Week 8 Quiz
The Art of Answering Patient Questions:
Week 9 Quiz
Overcoming Objections
Week 10 Quiz
Generating Revenue from the Front Desk
Week 11 Quiz
Grassroots Marketing
Week 12 Quiz
How to Handle Customer Complaints Effectively
Week 13 Quiz
Games You Can Play to Reinforce Learning/Final Exam Review
Final Exam
Congratulations!!
Module 1 - Setting Goals for Excellence: A review of the role of the Front Desk Manager including skill requirements and the importance of goal setting to achieve excellence in the position.
Modules 2 & 3 - The Formula for Success: The Formula for Success espoused by FrontDeskAcademy.com is described. Designed to help the Front Desk Manager stay on track throughout every patient interaction, the purpose of the Formula for
Success is to teach the Front Desk Manager how to support key business goals... increasing revenue, growing referral and repeat business and ensuring a return on marketing investments. The Formula is designed to:
Modules 4 & 5 – Delivering Unforgettable Customer Service: These modules review ways to create value in your products and services and how to create customer loyalty. Critical customer service skills are identified and discussed.
Modules 6 & 7 – Introduction to the Hearing Profession: These modules are designed to give the Front Desk Manager an overview of hearing loss and the basics of how the human ear works. It is the position of Front Desk Academy that is important for the Front Desk Manager, as the person who most often creates a first impression, to understand and know as much as possible about the hearing industry to establish credibility with the patient.
Module 8 – Communication Strategies and Tips for Speaking to those with Hearing Loss: This module reviews the signs of hearing loss, motivational factors that can help encourage treatment and the importance of developing listening skills and speaking tactics for communicating with those who have hearing loss.
Module 9 – The Art of Answering Patient Questions: Emphasis is placed on developing succinct answers to patient questions and the ability of the Front Desk Manager to manage and take control of the call in order to recommend that an appointment be booked. Answers to Frequently Asked Questions are reviewed.
Module 10 – Overcoming Objections: A process for dealing with resistance to booking an appointment by the patient is reviewed. Common objections are discussed.
Module 11 – Generating Revenue from the Front Desk: This module reviews ways to systematically work the database, sell ALDs and maintain and help manage special events.
Module 12 – Grassroots Marketing: Discussion centers on understanding the competition, developing public relations strategies, physician marketing tactics and community building and networking opportunities.
Module 13 – How to Handle Customer Complaints: A 5-step process for problem resolution is outlined.
Module 14: Games You Can Play to Reinforce Learning/Final Exam Review: The importance of role-playing and keeping track of progress is discussed. Tools to support these components are suggested. A suggested review for the Final Exam is outlined.
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