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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 6: New Patient Experience

Module 6 is a comprehensive 5-part guide for every practice and front desk coordinator that want to provide the ultimate in patient service. Going way beyond verbal skills on the phone, you'll discover how to take advantage of each element and touch point in the new patient journey. 

This module is designed to assist you in creating an exceptional experience for every new patient. The FDC is responsible for managing 80% of the new patient journey! There are over 11 main touch-points from first phone call to scheduling for treatment.  Developing awesome customer service skills is critical for the FDC and once you've completed this course, you'll realise that you can't leave this to just anyone. 

Learn the different types of new patients, verbal and phone skills, customer service, conversion skills, collecting information, providing assistance and information, finding solutions to common obstacles to treatment acceptance, confident discussions around finances and treatment, scheduling and creating treatment plans.  Get your team on board too to consider ways in which to improve the new patient experience. 

Module 6 comes with telephone conversation guides, phone call checklist and templates to build your new patient welcome package. 

What you'll learn in Module 6...

  • Why a continual stream of quality new patients is necessary for the growth and profitability of your practice
  • How an exceptional NPE generates more NPs for your practice
  • The primary objective of FDC in the NPE which is the key to conversion and treatment acceptance
  • The 11major elements in the NP journey and the objectives for each
  • How the NP phone call is a reflection of you and your practice
  • Which information is important to collect and give
  • The 4 types of NPs plus verbal skills and management of each type
  • Discover common barriers to treatment acceptance
  • The details of the 4 elements of the NP phone call
  • Other useful scripts to handle questions
  • The 9 elements of an exceptional welcome package
  • Which policies, terms and conditions to include
  • How to write about your fees, payments and financial options
  • How to collect referral sources and thank a referrer
  • The importance of an exceptional first in-person experience
  • The role of the FDC discussing NPs in the morning huddle
  • Detailed steps to preparing for and nailing the NP arrival
  • Verbal skills for the pre-exam consult and handover to the clinical team
  • The 4 elements of the post-exam experience
  • How your dentist can perform a quality hand-back that increases treatment acceptance and builds trust
  • How the FD and the clinical team can work together to increase competency and consistency around treatment explanations
  • How to ask for referrals and reviews and create opportunities without the awkwardness
  • Scheduling protocols that will improve productivity, streamline patient flow and decrease stress
  • Create solid financial policies and arrangements that favour your practice and are better for the patient
  • Simple techniques to discuss patient concerns and obstacles
  • Treatment planning skills
  • Verbal skills for discussing scheduling and finances simply
  • How to measure patient satisfaction and manage negative feedback
  • and much much more!

Start this module today!

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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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