Frequently Asked Questions

Find answers to the most commonly asked questions about joining Front Office Rocks, starting the program and managing your account.

Front Office Rocks is the leader in dental front office solutions and training. Our simple online training system empowers any front office to reach peak performance fast. With this resource, your team can boost case acceptance, see more new patients, and provide top notch customer service to your patients.

Browse through our FAQ below or skip to a specific category by clicking on one of the links below

General
Getting
Started

I signed up, where should I start?

Welcome to Front Office Rocks! We are so excited to see you have decided to invest in your staff and your practice with our training program. We hope you are able to get started right away and jump right into the excellent training provided via our website. We have attached a quick reference guide (click the link below) to the most frequently asked questions that should help with setting up your account but please let us know if you have any questions. We are happy to help – that’s what we are here for! Quick Reference Guide 

How do I select the right courses and/or topics for my employees?

Our virtual front office training is set up so that you can train employees by their position in the office. Training can be assigned to employees by progression so they can learn about each aspect of the front office in order. Or, by giving them access to specific areas they may need to learn, improve or refresh. We recommend that the role of Office Manager be assigned only to management level employees on the team.

Does Front Office Rocks or Laura offer in-office training or consulting?

In short, no, Laura does not offer in-office training or consulting. Laura developed Front Office Rocks to be the ultimate web-based resource for all your training needs. But the good news is Laura can be booked to speak at events. In fact, Laura speaks locally and internationally for many dental meetings, study clubs, corporate events and the like. She also hosts her own seminars for Front Office Rocks! For more information on how to book Laura for your next speaking event, visit our Laura Live option at the top of the page or to see if she is going to be speaking in a location near you, and visit our Live Events page. You’re always welcome to reach out to us with any questions via our Contact Us or Ask Laura options as well.

Where can I find a list of all the online Front Office training videos offered within the site?

Please click here for a complete list of all available videos.

How many training documents and policies are available on the site?

There are new policies and documents being added to the site all the time.  Click here to see a list of what is currently available on this site.

If I cancel, can I renew my subscription at a later day?

Of course! You are always welcome to renew your training subscription at any time in the future. Simply log back into your account and select the “Renew Option.” Once you have updated your payment information for the subscription, you will have access to the entire site.

How do I cancel my enrollment? Will I get a refund?

You can cancel your membership at any point by logging into your account and cancelling your subscription.  If you choose to cancel after the first ten days of your membership, you will not be issued a refund, but you will retain access to the entire site for the period you have paid.  Once you have cancelled and the initial payment period has passed, you will not be charged on your next payment date.

Are there any additional or hidden fees?

There are not additional costs or fees. Your monthly (or yearly) payment covers it all.  Your employees can watch the videos anytime they want and as much as they want for one fee.  There is also no upsell with this service.  This is it – one very fair price to help train your staff.  This training was designed to be easy to use, effective, efficient and at a cost, any doctor could afford.

Do the courses include a quiz or exam?

Yes, all courses include quizzes. They are designed to test your knowledge of the topic covered in the lesson and your retention of it. You can repeat the quizzes as many times as you like. A score of 80% is required to pass.

Do you have a money back guarantee?

Yes we do! If you are not satisfied with your training just tell us in the first 10 days and we’ll refund your purchase price. We want you to be 100% happy with our courses!

I'm looking for a kind of training that I don't see on your website.

Tell us about the training you’re looking for! If we receive enough demand for it we’ll address it in a new video. Request new training courses HERE.

Can I use multiple computers to access the training course?

Usernames and log in information may not be shared and a user may only be logged into one computer at a time.  If a user logs into a second location, they will be logged out of the first computer.

How long will I have access to the Front Office Rocks training courses?

As long as you continue to pay the monthly or yearly fee, the training will be available to you and your employees 24 hours a day. While your course subscription is active you can repeat the lessons and the quizzes as many times as you like!

How often do you recommend our staff train with Front Office Rocks?

It depends on the experience level of the employee. For employees new to a position (or the office itself), we recommend watching all relevant videos and taking the appropriate quizzes ahead of time. For example, before a new employee is allowed to answer the phones, he or she should watch the videos in Telephone Skills and pass the associated quizzes. For established employees, we recommend videos and quizzes as needed to enhance skills in areas that could use some improvement or as a refresher course and continuing education.

One hour per week is all it takes to train and continuously move your practice forward. 

What are the benefits of Front Office Rocks?

Our training courses are available to you and your team on-demand when you want to watch them and as often as you want to watch them. Our front office training will help your team become ultimate providers of customer service, as well as become more effective and proficient in all aspects of front desk responsibilities. All the training can be done on your time when it makes sense for you and conveniently in the comfort of your office.

Account
FAQ

Can one email address be used for different employees?

No, email addresses can only be listed once in the system, so each user needs their own unique email address. If an employee email address changes, it may be updated as long as no other user in the system has that same email address.

What is the difference between an active student, inactive student, and deleted student?

An active student is one that is active in the system and will always be listed on the top of the student list when logged in as a manager.

An inactive student is a student that has access to the site but is not using it for a while or the manager does not want to delete, so by marking the student inactive, the student moves to the bottom of the list of students.

A deleted student is a student that no longer uses the training.  Once marked deleted, that student will no longer have any access to the website and cannot be made active again.  If that student needs access to the website again in the future, the email address initially used for that student must be different, as one email address cannot be used more than one time.

Can there be more than one account manager login?

No, only one log-in can manage the Front Office Rocks training.  The system requires one person be assigned to manage the office’s account, whether it be the doctor or an employee on behalf of the doctor.

Is the doctor or the office manager the one who manages our account?

The manager account is the account that signed the office up and will manage the training of the employees (students). It does not have to be any one person in particular within the office; however, the manager account will have access to all of the account information, student set up, and assigning courses.

What should I do if I fail a quiz?

This quiz requires an 80% to pass. If you do not pass with an 80%, you can either re-take the quiz or try to correctly answer the questions you missed or you can re-watch the video to ensure you fully understand the content presented.

What is the dashboard used for?

The dashboard is where you manage your account with Front Office Rocks, whether you are a student or a manager. Here, you can update names, emails addresses and other account details.

How do I register multiple employees?

As a manager, go to your dashboard. Under the ‘Student Management’ tab is the option to ‘Add New Student’. Enter all of the details for this student and click ‘Add New Student’. The new student will be created. You may do this as many time as you would like.

How do I give access to the videos to my employees (students)?

Log into your account. When on your dashboard, under the ‘Student Management’ tab, enter your employee’s information under ‘Add New Student’. You may choose to enable specific courses for the employee or leave them all blank if you would like them to have access to every course.

Once you have filled in all of the fields, click ‘Create Student’. The student’s profile will now be available for them to access. They can log in using the email address and password that you provided.

How do I log into my dashboard?

From the homepage of our site, click “Members,” then “Log In” to log into the site. Once you successfully log in, you will be directed to your dashboard.

How do I register with Front Office Rocks?

From the homepage of our site, click “Pricing“, then click on the “Sign Up Now” icon at the bottom of the page. Once there, select your plan (annual or monthly) and complete the checkout process by completing all required fields.

How do I change my password?

As a manager:  Log into your dashboard and click the ‘Account Settings’ tab. Enter your new password into both boxes at the bottom of the page and then click ‘Update’.

As a student: Managers may change student passwords by logging into their dashboard, finding the desired student under the ‘Student Management’ tab, and clicking their name. This will open up all of their account details. Enter the new password into both boxes and click ‘Update’. If you are a student you will need to contact your manager to have your password changed.

How do I update my username?

Email addresses are used to log into your profile. As a manager you may change your email address by logging into your dashboard, clicking on the ‘Account Settings’ tab, and updating your password on the ‘Personal Details’ form.

If you are a student, you will need to contact your manager to change your email address. Managers may update student email addresses by logging in to their dashboard, clicking on the ‘Student Management’ tab, and clicking the name of the appropriate student. This will open up the student’s details. The manager may then enter the new email address and click ‘update’ to save it

Technical
Questions

What if I am having trouble accessing the site or it's videos?

We recommend beginning by rebooting your computer. Or Try a different browser – ie…if you are using Internet Explorer – try Mozilla Firefox or Google Chrome. You may even try using a different computer system.

The recommendations haven't solved my problem, or I don't see my problem addressed.

If none of the recommended solutions resolve the issue you’re having, please fill out the CONTACT FORM with a detailed explanation and we’ll do our best to help you! We are always here to help.

Do I need high-speed internet access?

You don’t need it but we recommend it. While it is possible to take the training via a dial-up connection, a high-speed connection such as DSL or cable will work much better.

What are the technical requirements for using Front Office Rocks?

Any recent computer will work just fine. We do recommend a high-speed internet connection but it is not necessary. If you can display our home page video, your computer fulfills all technical requirements. Give it a try before you buy: CLICK HERE for our homepage video.

Whom do I contact for technical support?

Send an email to us using our CONTACT FORM.

Please include the specific details of the issue you are encountering, including your browser type and settings, the error you are experiencing, and the clicks you made and/or steps you took that led to the error. This will help us more quickly troubleshoot your problem.

The videos keep pausing or stuttering. What do I do?

This is typically caused by a slow or intermittent internet connection. The best solution is to press pause, let the computer buffer the video for a minute or two, and then press pause again. It should play without further interruption.

The video keeps pausing or stuttering. What do I do?

There are a few things that you can do to fix this issue.  First, you want to make sure that you are logged in.  You can verify that you are if you a student or manager listed on the upper right of your home screen.

If you can’t log in or don’t see Student or Manager – you can request a new password.  Once you receive your new password, log back in to see if the videos play.

 Next, try rebooting your computer.  Many times, this cleans up any issues and allows the videos to play.  Another way to tell if it is a computer issue or a website issue is to try to watch the videos on another computer.  If they play on another computer, then it is a computer issue and not the website.
Finally, try using a different browser.  Many sites work better with Mozilla Firefox and Google Chrome than Internet Explorer.  To log in with a different browser, you can select this link and download one if you don’t already have it installed on the computer.

Still need help? Send us a note!

022032051 041