​Front​ ​Desk​ ​Academy​ ​Certification​ ​Program

What's the Premium? We have created 2 additional Front Desk Training courses to meet different training needs of practices. Please see the Basic and Plus courses. Course Comparison Chart

What makes the Premium better than the basic. We don't want to take away from the Basic. It is the original 14-week training course designed to train a single user. 

The Premium is designed to train a larger practice, up to 8 people can earn a certificate in 12 months time. The premium also comes with a Tool Kit that has additional documents that can be used with the training in a group environment and additional training and support documents.

  • Front Desk Supervisors Guide
  • Front Desk Training Checklist
  • Front Desk Training Review Checklist
  • Front Desk Daily Checklist
  • Front Desk Information Sheet

In addition to the current documents, you get with the training.

  • Formula for Success Worksheet
  • Goal Setting Worksheet
  • Job Function Worksheet
  • Housekeeping Checklist
  • Call Tracking sheet
  • Clean and Check letter


So what is the difference between the Basic, Plus and Premium? Learn more here.


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.

Conclusion:  Studies show that 90% of companies who invest in traditional training and who know that 87% of that knowledge will be lost within 30 days, fail to do anything about it. Therefore, it is logical to make the assumption that the company that does invest in a certification program for its employees will have a significant edge over the competition when comparing the quality of employees. Studies also show that one of the main reasons employees are unhappy in current jobs is due to lack of training. Therefore the conclusion can be made that offering a certification program will lead to reduced employee turnover.

Course curriculum

  • 1

    Welcome to your Front Desk Training

    • How to use this course in a Multi-User (Group) format

    • Introduction to Front Desk Training

  • 2

    Week 1 Front Desk Academy

    • Setting Goals for Excellence

    • Week 1 Quiz

  • 3

    Week 2 - The Formula for Success, Part 1

    • The Formula for Success, Part 1

    • Week 2 Quiz

  • 4

    Week 3 - The Formula for Success, Part 2

    • The Formula for Success, Part 2

    • Week 3 Quiz

  • 5

    Week 4 - Delivering Unforgettable Customer Service, Part 1

    • Delivering Unforgettable Customer Service, Part 1

    • Week 4 Quiz

  • 6

    Week 5 - Delivering Unforgettable Customer Service, Part 2

    • Delivering Unforgettable Customer Service, Part 2

    • Week 5 Quiz

  • 7

    Week 6 - Introduction to the Hearing Profession, Part 1

    • Introduction to the Hearing Profession, Part 1

    • Week 6 Quiz

  • 8

    Week 7 - Introduction to the Hearing Profession, Part 2

    • Introduction to the Hearing Profession, Part 2

    • Week 7 Quiz

  • 9

    Week 8 - Communication Strategies and Tips for Speaking to those with Hearing Loss

    • Communication Strategies and Tips for Speaking to those with Hearing Loss

    • Week 8 Quiz

  • 10

    Week 9 - ​The​ ​Art​ ​of​ ​Answering​ ​Patient​ ​Questions:​

    • ​The​ ​Art​ ​of​ ​Answering​ ​Patient​ ​Questions:​

    • Week 9 Quiz

  • 11

    Week 10 - Overcoming Objections

    • Overcoming Objections

    • Week 10 Quiz

  • 12

    Week 11 - Generating Revenue from the Front Desk

    • Generating Revenue from the Front Desk

    • Week 11 Quiz

  • 13

    Week 12 - Grassroots Marketing

    • Grassroots Marketing

    • Week 12 Quiz

  • 14

    Week 13 - How to Handle Customer Complaints Effectively

    • How to Handle Customer Complaints Effectively

    • Week 13 Quiz

  • 15

    Week 14 - ​Games​ ​You​ ​Can​ ​Play​ ​to​ ​Reinforce​ ​Learning/Final​ ​Exam​ ​Review

    • ​Games​ ​You​ ​Can​ ​Play​ ​to​ ​Reinforce​ ​Learning/Final​ ​Exam​ ​Review

  • 16

    Final Exam

    • Final Exam

  • 17

    Certificate

    • Congratulations!!

    • Final steps

    • Certificate Request

Module Descriptions

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:

  • Create a great first impression
  • Establish credibility
  • Help the Front Desk Manager book more appointments and support fiscal goals
  • Improve job satisfaction
  • Meet employee expectations
  • Help more people improve their lives through better hearing.


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.

Give us a call or text us at: 203-973-7038

Or write to us at grow@medpb.com