Front of House Training Programme
This signature course is designed to develop your front-of-house team in developing business processes and communication skills to support delivering excellent customer service.
The role of your business team is critical to increase clinical efficiency, stress control and overall patient care and they need to be synchronised with the clinical area.
This programme is divided into 12 modules that can be delivered in different formats. We believe in the deepest connection between the clinical and front-of-house area and we invite clinicians to consider being involved in the training programme.
The success is in teamwork after all!
Why are there so many barriers and challenges in running a smooth and efficient front of house area that fully supports and feeds the clinical area?
Systems have historically dictated a norm in lower cost and short appointments and in the past the main objective of 'reception' duties was to fill the schedule with little to no planning.
Poor connection between the business and clinical team with common attitudes such as 'I'm not clinical, that's not my job'
It is common to allow the patients to dictate when they would like to be seen.
Inadequate communication and sales training hinder efficient call handling.
Patients are allowed to cancel.
Turnover of staff which has diluted any previous training.
No sense of the potential value of the phone ringing, therefore, no urgency in answering promptly and effectively.
Practice managers working a dual role dilute the focus
What's involved in the 'Front of House' Training Programme?
This programme is designed to be delivered to you and your team in a way that best suits the needs of your people and business.
Our desire is for you to go through our programme and for your people and your business to gain maximum benefit.
Your schedule is the control centre of your business and your 'front-of-house' people are in charge of it. It is always wise to design this training in alignment with what you want in the clinical area so that the schedule can be set and managed according to the practice needs. This is the foundation piece of the programme to then set up all the systems that integrate with it such as communication, telephone handling, converting new patient inquiries into appointments, and minimising and managing cancellations.
All of this is centred around patient-centred care and delivering excellent customer service.
There are different formats that you can choose to implement this programme into your practice. You will see this below along with the different price structures for each.
The twelve modules involved are:
- Understanding how the schedule is the engine that drives clinical efficiency
- Setting up the schedule
- Communication and rapport
- Customer Service in alignment with the practice values
- Telephone handling
- Handling and managing cancellations
- How to structure and manage a new patient enquiry
- New patient experience from enquiry to the arrival
- How to deliver a business check-in and check-out
- Learn how the clinical and business teams should work together for maximum efficiency and what to do when things don’t go to plan
- Patient retention
- Monitoring and evaluating business processes in your team meetings
Key Benefits of the 'Front of House & Scheduling Programme'
- Create a well-designed schedule that enables smooth running clinical rooms that are optimised for efficiency, variety and profitability.
- The business team becomes the strong connector supporting clinicians in their delivery of optimum care
- The treatment room, production, efficiency and profitability are managed by the business team. They have full awareness and skills to run the system and have tools that enable them to measure their outcomes.
- Your front desk people will be successfully converting your new patient enquiries into well-qualified patients.
- Enhanced product knowledge of 'The Dentistry'
- All calls will be managed efficiently
- Developing the language and communication skills to support calls, sales and handling objections.
- Learn the skills in managing the scheduling system.
- Run an efficient retention programme
- Allows for improved handling of cancellations and filling voids whilst delivering extreme customer service.
