Virtual Front Office
Training
The Front Office GURU Training Academy™
What if your team could learn the EXACT process I used to help my front office team achieve (or reach) and consistently maintain a 95% arrival rate in our PT practice?
When provided with consistent training, a front desk team will see themselves in a whole new light.
They’ll be confident in their position, certain about their skills, and their ability to manage patients will reach new heights! And even more, your patients will notice and appreciate it!
Since 2011, my focus has been on improving patient management at the front desk of private practices.
I’ve created proven systems to help your front desk prevent same-day cancellations and no-shows, master schedule control and efficiency, schedule more new patients on the 1st phone call, and handle the cost of care discussion.
Your front office team will become Patient Care Coordinators who have the skills to expertly build long-lasting and effective relationships with patients from the initial call through the completed plan of care.
This in turn. has led to HUGE GAINS for the practices and it offers the practice owners and managers the time to focus on other areas of growth.
I’ve made it even easier to train your front office team!
With The Front Office GURU Training Academy, you can offer lifelong patient management training to your front desk team and ensure your staff, your patients, and the practice win along the way!
What are some of the features of my virtual academy?
Virtual Front Desk Training online - anytime
Access your personal account online 24/7…You and your team can study at your own pace and while there’s a path to follow, you also have the option to choose one specific area of focus based on the issue that causing you the most problems right now.
Your team will have what
it takes to:
communicate effectively and maintain control… of any situation, convert more calls to scheduled and arriving evaluations, how to stop same-day cancellations, handle cost of care discussions like a pro, and how to fill your schedule!
You'll have what you need to train and retrain them:
Over 100 lessons taught by the GURU,
Workbooks per section that include: …
• Practical Questions – as they learn, they’ll answer practical questions in their course workbook, to ensure understanding and success with application.
• Scripts – they’ll learn how to get results using proven scripts
• Practice Drills – successful use of my proven scripting comes from your team practicing a script before trying it out on a patient – I teach them how.
Also included:
• Digital Files – you won’t have to recreate the wheel, I give you the actual files so you can implement quickly and effectively!
• Audio demos – understanding context of scripting makes all the difference. That’s why I created special audio demos so your team can listen to the me in-action and master scripts as they go!
• Implementation packs – training isn’t complete without instructions on how to implement the training for success. As you work through the program I’ve provided specific instructions to help you put my successful systems in place quickly and effectively.
You can train your team and implement successful patient management systems once and for all!
**This program is most appropriate for PT, OT, ST, multi-disciplinary and chiropractic practices.
Virtual front desk training is designed to progess your front office team through a series of lessons built around common problems they face while working with patients.
The goal is to build Patient Care Coordinators (PCC’s) in your practice.
My training academy will walk your PCC’s along the path that every patient takes through care from the initial call through a successfully completed plan of care. They will literally learn to be the guide that helps your patients have the best potential to achieve full recovery. Since our front office team members (or Patient Care Coordinators) are the first and last points of contact for all patients, and since many come to your practice with on-the-job training, with no experience in sales and/or patient management techniques, your success comes from training your front office team.
Imagine having ME on staff full-time, training your team, your new hires, your managers and so much MORE…
Imagine how much more certainty you and your team would have IF you had everything you needed to successfully handle MORE patients, right at your fingertips…
What IF you didn’t have to constantly guess at what a full schedule would look like? Imagine your front desk taking control and be responsible for ensuring that ALL patients were scheduled AND arrived for care… as prescribed by your providers.
What if it was ALL done for you?
And your team had consistent training from someone with a proven history of success.
It’s right here and it’s just getting started…
The Academy focuses on 3 key areas:
1 – How to speak to patients to get results
Your team will master the role of the Patient Care Coordinator and how to talk to patients to get results, and how to maintain control so patients are scheduled and arrive for the care they need and deserve.
The following are topics covered at the Academy:
- How to transform your receptionist into a Patient Care Coordinator – so you have the peace of mind that your patients are scheduled and arriving for care.
- The path every patient takes throughout the course of care so you can be sure they are handling objections and keeping people on the schedule.
- How your front office team should talk to patients to maintain control of the conversation – by knowing what to focus on and what to avoid to prevent common patient problems. You will in turn have more patients getting scheduled for the care they need.
- You will be shown how to effectively control situations, which means less scheduling errors and failures, and more patients scheduled for their full plan of care.
- As your front office team learn to control the conversation, they’ll also learn to effectively handle common objections that occur throughout care, which translates to more patients scheduled and arriving for care.
2 – Schedule Control and Cancellation Prevention
You and your team will learn how to take schedule control and cancellation prevention to a whole new level.
When the schedule is FULL and patients
We’ll begin by mastering schedule control and progress to prevention of same-day cancellations and no-shows. I’ll cover the WHY behind every action they take.
They will also learn the following techniques:
- The Academy will show them how to efficiently and effectively Schedule Out the Plan of Care, which means consistently scheduled patients, less people on your unscheduled list, and more certainty about weekly or monthly patient projections.
- While working through the Academy, they’ll learn how to implement my highly-effective Missed Visit Policy, which will increase patient awareness of your expectations and prevent same-day cancellations and no-shows from occurring altogether.
- As they continue to work through the Cancellation Prevention Program, your front desk team will learn to handle calls to cancel like a pro, which will decrease those initial same-day cancellations and no-shows, and improve patient compliance.
The Academy delivers immediate RESULTS!
“Our Patient Care Coordinator (PCC) team enjoys the training, is now able demonstrate clear understanding of the material presented, AND easily implements right away! The best thing about this is that our patients are benefitting too.
Thank you, Dee!”
Cheryl Howard, DPT, Private Practice Owner
Innovative Physical Therapy Solution, Watertown, NY
3 – Schedule MORE New Patients
All patients follow the same path through care; their treatment may be different, but their path is always the same.
New patients are the life-blood of every practice.
How a potential new patient or returning patient is identified and handled on the initial call, sets the tone for their care, and
I found that the better your front desk team knows how to increase communication, build trust and develop a relationship with your potential patient leads, the more successful the long-term relationship with them is.
Building a Patient-For-Life is all about the initial call.
In this key area, your front office team will learn the following aspects:
- As your front office team learns the importance of the initial call, they’ll begin to schedule more new patients right from the start, which in turn will increase your ability to expand.
- By understanding the path that every patient takes through care, your Patient Care Coordinators will begin to see themselves as the guides that ensure the patient is scheduled and arriving for care, and they will be more in control of their position.
- As they learn the art of building a relationship on the initial call, you will see an increase in scheduled and arriving new patients; improving your ROI on marketing and promotions.
- How to properly offer evaluation appointments and how to handle objections to time, money, and patient uncertainty. Your front desk team will learn to maintain control as they offer evaluation appointments and master the most common (and not so common) scheduling objections during the initial call; in turn you will see increased schedule control and practice expansion.
- How to be a master at new patient arrivals using some simple tips and tricks. As they work through new patient management, your PCCs will have the tools they need to increase new patient arrivals, which means fewer last-minute openings that can’t be filled.
- How to script every conversation with the new patient to increase the PCCs credibility and control. As they master all of this training, something really special will happen – your PCCs will demonstrate improved self-confidence and control when handling patients. You will see fewer mistakes, fewer upset patients, and believe it or not, fewer dropouts altogether…
- How to handle the discussion about money – from the basic discussion of insurance benefits and patient responsibility, to advanced training and how to handle out-of-network and private-pay patients to get the sale. Money is a button. As your team learns about the money button, they’ll learn how to discuss fees for service, handle objections, and improve value; and you’ll see an increase in collections and in-patients signing on for a full plan of care.
It’s so easy to get started today!
Click below and help your front desk take control of their position while helping more patients get the care they need!!
Give yourself the gift of time
by using a proven method for Front Office Training.
Still not sure? Schedule a discovery call with me.
Jay Schultz, DPT
Private Practice Owner - Schultz PT, Louisiana
Dee’s front desk online training program is exactly what we have been needing as an organization.
The training is very structured, methodical, and organized.
Dee has a great way to simplify and explain things to your front office personnel.
Now our patient care coordinators and other front office personnel will deliver from a more consistent and standardized approach, which is nice on management and the bottom line.
Frank Cawley, PT
Private Practice Owner - Cawley PT + Rehab, Pennsylvania
Dee is a master when it comes to the training and educating of your front desk team!!
The training platform has given our team the advantage we need to control the conversations, get patients on the schedule, and win the cancellation/no show battle!!
If you are looking for a system to get your patients on the schedule and in the door consistently, look no further than FYFD!!
Thanks Dee!!
Eric Gibbs, PT
Private Practice Owner - Med Center Therapy Aquatic + PT, Texas
Dee Bills, I just want to thank you from the bottom of my heart for your front desk system.
We all have onboarding that we do with our new employees and then we wonder why in a few weeks they leave. It is always been a lack of complete training.
I have had 2 new staff members this week, spend about 12 hours so far, and have said this is the best and most complete training they have ever had.
Thanks again for making the best onboarding program for the front desk, at an affordable cost.
Raul Lona, DPT
PT Practice Owner - M3PT, California
Front Office GURU has been transformative for the administrative side of our business.
Dee provides clear and easy to implement training for front and back office personnel that frankly pays for itself. Due to the success we've had, we elected to continue to the advanced program after finishing the basic program. Dee's experience as a physical therapist combined with the content of the program makes Front Office GURU a must for all clinics looking to grow or improve their administrative processes. Thank you Dee!
Maureen Madden , PT
PT Practice Owner - PT Pro, Washington
Our work with Dee has been fantastic!
I am certain that the work we started and the changes we made because of Dee's training, pre-pandemic, were a large reason why we were able to survive those few lean months in 2021.
Her training helped me as an owner clarify in my mind our mission and our need for much improved processes in order to successfully help more people. Dee's training in an excellent investment in your team and a fantastic ROI!
Mike Braden
PT Practice Owner - Anchor PT, Colorado
The Front Office GURU gave us the practical knowledge and training to get our patient arrival numbers up to and exceptional level and our cancellation rate down below our expectations.
The valuable insight and experience Dee Bills brings are a true game changer. If you're struggling with same day cancels and a low arrival rate, you need to check out this program!
Couldn't be happier that we made the investment in the Front Office GURU!
Amanda Tigar
Office Manager - M3PT, California
Before working with Dee our office would have a ton of cancellations and patient's did not care to give us enough to let us know with plenty of time to fill the spot. Now we have 1 same day cancellation or no show a week maybe. Out patients are not walking all over us and our front desk is able to handle anything that comes their way!
The beginner GURU program is a life saver for any clinic and owners will see results in as little as one session! Thank you Dee for everything you have done for M3!
Betsy Oblak
Front Office Manager - Teton Therapy, Wyoming
Dee is the best! I would highly recommend!!
I didn’t realize how much we were missing at our front desk and how inefficient we were along with the lost patients and revenue we were having!
It was so easy to understand and implement it with our front desk employees and we are seeing amazing results with it!
Ashtyn Haynes
Co-Owner - Haynes PT, Texas
Our experience with Dee and Front Office GURU was amazing!
Dee really helped us implement front office procedures that work to increase staff efficiency and patient attendance!
We now have a better idea how to train new staff and our current staff is better equipped to handle our patients and make sure our schedule stays full.
10/10 would recommend!
There’s never a perfect time to train your team, so don’t delay.
They should be learning constantly and you have the power to help them reach new heights and win in their position.
Success occurs when everyone is trained!
**This program is most appropriate for PT, OT, ST, multi-disciplinary and chiropractic practices.
