ABOUT US
As the leading authority on virtual dental front office training, Front Office Rocks helps dental professionals who want to be better at what they do gain the training they need through online video courses, live seminars, and coaching.
Front Office Rocks is a Dental Whale® Company.
Dental Whale® offers solutions that simplify the business of dentistry.
Our Mission
Inspire, train and support dental professionals to help them love what they do and provide the best patient experience.
ABOUT LAURA
Laura Nelson, BS, MS, FAADOM
Laura has committed years of study to learning how to manage and empower team members and is the founder of Front Office Rocks, the leader in on-demand training for dental practices. Laura witnessed first-hand that continual training was missing in the dental practice and built Front Office Rocks to be a 24/7 virtual resource for dental practices.
With her interactive and innovative approach, Laura has mentored thousands of dentists and dental team members to achieve unprecedented results in growth. She has empowered dentists and office managers to excel at performance-based hiring and loves to share her best-known methods for achieving the ultimate level of customer service in your practice. Laura lives in Coronado, CA with her husband, Chris, and enjoys traveling & exploring new destinations, biking and other fitness activities including Spartan races.
“It’s not just about your dentist’s capability and skill, it’s about people; relating to our patients as people first, great service, and promoting their health.” – Laura Nelson
CONTACT US | WE ARE HERE FOR YOU
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ARTICLES BY FRONT OFFICE ROCKS
THE LATEST FROM OUR BLOG
How do you gently let a patient know that you cannot adjust what the insurance doesn’t pay for (especially since it is insurance fraud)?
How do you gently let a patient know that you cannot adjust what the insurance doesn’t pay for (especially since it is insurance fraud)? ANSWER: The best policy is honesty so telling the patient that you cannot adjust anything as it is insurance fraud is the best answer. There is no reason to make up an elaborate answer to this question…
How do you answer – do you take my insurance?
How do you answer – do you take my insurance? ANSWER: This question has to be answered with yes or something positive. A patient only knows typically to ask two types of questions when they call into a dental office, something having to do with their pocket book or their insurance book.
How can your dental office actually ensure that your patients are receiving great customer service?
Everyone in the dental industry knows that great customer service is one of the essential elements for success. Without patients, we don’t have a job. But what exactly does “customer service” mean?
Should I accept installment payments from patients?
Should I accept installment payments from patients? ANSWER: The first thing that I was taught getting into the dental industry early on was to always remember that we are a dental office and not a bank. You should not accept installment payments from patients in office and only work with a third-party finance company if the patient does not want to or cannot pay in full.
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What’s the best way to handle patient no-shows?
What’s the best way to handle patient no-shows? ANSWER: The office needs to be in control of their schedule and not fill it with flakey patients, so the best way to handle no shows is to get the patient’s commitment of the importance to show up, their agreement that they won’t not show up again without notice and charge a deposit to reschedule if it makes sense.
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Why Most Dental Training is Useless (and How to Make It Better)
Why Most Dental Training is Useless (and How to Make It Better) I’ve met dentists like this—have you? They do hundreds of hours of advanced continuing education but never…