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Learn from an expert
Renata is a qualified DPM with 30+ years of front desk and management experience in private dental practice in Australia. 
Upskill and grow
Modules for the beginner receptionist to the advanced front desk coordinator. Learn new skills or enhance current protocols.
Flexible learning
All modules are easy to follow with a workbook set up to teach and practice news skills - at home, in the practice or as a team workshop.
Individual needs
Select individual modules based on your personal and practice needs or complete the entire course of modules.

Welcome to Front Desk

Module 4: Appointment Book Management

Learn how to maintain your productive appointment book with better patient flow and working environment for your team.

Module 4 Appointment Book Management is the perfect follow up to module 3 on creating a productive schedule. A 2 part module to develop structured and effective systems and protocols to successfully manage patients, cancellations, reminders, treatment flow and the appointment book including strategies to fill gaps; while creating a better working environment and meeting practice financial goals.

A well-managed schedule translates to meeting financial goals, a better experience for patients and working environment for the whole team.

Covering scheduling protocols and strategies, the 6 key patient systems to manage, control systems to limit unplanned disruptions to your schedule, triage of the emergency patient, managing cancellations, reminders, cancellation policies, filling openings in the schedule and front desk follow up system.

What you'll learn in Module 4...

  • The implications and negative flow on effects of inadequate ABM
  • How your skills as the FDC effect the schedule and if you can meet the ABM goals
  • The 6 Key Patient Systems to improve and maintain scheduling success
  • The importance of Control to create structure and the optimal conditions for success
  • Categorising treatment into the 5 Types of Appointments to create a better flow of treatment and patients
  • How to manage Reactive and Unplanned treatment - assessments and emergencies
  • Triaging the Emergency patient - the Emergency Assessment Phone Sheet
  • Screening patients before scheduling to help you decide who, what and how to schedule!
  • The patient perspective on going ahead with treatment and why they cancel
  • The patient perspective on going ahead with treatment and why they cancel
  • Changing our mindset from 'cancelling' to the more accurate 'rescheduling'
  • Schedule change categories and codes to track patient behaviour
  • How to manage changes in the schedule for today, tomorrow and even one week out
  • What are patient objections and concerns to treatment?
  • Providing solutions and handling objections techniques
  • Introduction to the Active Listening technique
  • The Save Appointment Protocol - step by step guide
  • Introduction to verbal skills for cancellations and objections
  • Cancellation and failed Appointment policies
  • Appointment reminder protocols and verbals
  • How to handle non-responsive to reminder patients
  • 7 strategies to fill gaps in your book and the verbal skills

 

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PDF training guide and workbook ready to download. Use to train individuals, the team and new employees.
Worksheets and exercises to practice new skills, action list and do-differently list to develop plans for implementation.
Online support with Renata via email, access to the Front Desk Facebook group for extra tips and learning. 

*Group Zoom coaching sessions - 2023 dates TBC

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Renata's Focus on Your Front Desk Superstardom!

 

My passion and forté has always been Front Desk and training in exceptional customer service. 
Aspire2d's focus is on offering training modules for front desk to develop aspiring dental team members into the Ultimate Front Desk Superstar!
What do I think makes a superstar? You need the harmonious balance of many skills and attributes - competence, knowledge, assertiveness, empathy, genuine care, adaptability, service-oriented, task and goal focused, love for continual education and skills-building (no matter your age or years working), and awesome communication skills ...just a few to get you started!
Translating experience into a training format has taken a few years to accomplish and I am thrilled to offer my comprehensive front desk workbooks. My workbooks cover all the important aspects for front desk from customer service and verbal skills to productive scheduling and appointment book management...and much more!  
I am so proud to bring you these courses because I know these protocols and skills will help you become a super productive and effective Front Desk Coordinator and Manager.

Start this module today!

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