Getting Started
Implementation Manual and Resources
A. Identify and Assign Training Modules
Guided by the training modules, areas that are missing or that need to be integrated, expanded, or enhanced may now be identified. Each module has a specific purpose and it is useful to review current best practices to gain insight into the potential growth of the practice and review outcomes and implementation strategies.
To identify where to begin, ask yourself what outcome you expect after a training module, which role will benefit the most from which training, and what can be learned by completing the training series.
For example, I would like to create the ultimate customer service culture in my practice and think that my Receptionist is the right person to begin that shift. As a result, I assign the Importance of Great Customer Service and Telephone Skills and Etiquette to the Receptionist. Once he or she has completed both modules, a combined series of twelve videos, I can expect a greater understanding of what can be learned from exceptional customer service experiences and telephone communication skills.
Now that you have identified who may benefit from training and where to begin, the office program manager can assign additional areas of study to ensure continuity of training and completion of the entire module for that position.
Continue this assessment and assignment process throughout the roles in your office.
You will find a broad spectrum of training modules offered throughout each of the five dental office positions.
B. Incorporate the Training
There are over 180 on-demand videos available in multiple categories. The training is ready when you and your staff are.
Each video is ranges from five to twelve minutes long and can be viewed on a desktop, laptop, phone or any handheld device.
Each video is followed by a ten-question quiz to reinforce and ensure comprehension of the material.
You can set up notifications which will alert you when an employee has completed a video and its subsequent quiz, including their score. Notifications allow you to see how your staff is progressing through their assigned training.
The time commitment varies and is up to each office. Many offices will have employees watch videos individually and then re-watch a series as a group during a team or staff meeting, morning huddle or when it fits best. By watching a video or video series together, your staff can discuss how they can best customize and implement the information learned into their practice. We highly recommend role playing as it assists in honing in on the essential customer service skills necessary to create the ultimate customer service culture in your practice.
C. Recommended Order of Training Modules
During your implementation, we suggest following the course material in an order that makes the most sense for each position in your office.
The individual sections will walk you through a brief description of each course within a role, followed by an organizational chart that outlines all the videos contained within each category.
We will begin with Receptionist, followed by Scheduling and Treatment Coordinator, then Financial Coordinator and Office Manager. In our experience, the order of roles coincides with the typical flow of an employee as they grown within an office.
As important as job-specific training is, remember that cross-training creates a collaborative environment where staff members respect each other’s role and workload.
We suggest using cross-training as ongoing tool in your office to introduce employees to other areas of their own job, as well as functions in the office that are closely related to their own.
At the end of each section, you will find a Resources page that contains a list of policies, associated lesson documents and areas we have identified as potential cross-training opportunities.
D. Additional Resources and Support
Now that you have invested in a training program to create the ultimate customer experience, it is important that you use it frequently, refer to it often and create a culture of continuous education in your office.
Along with your unlimited access to our virtual training library, we have a wealth of solutions and resources at your fingertips to support your training program.
The Front Office Rocks website houses articles, policies and lesson documents, but you will also find an archive of past Live with Laura Webinars, ready to watch when you are, as part of your individual training program or integrated into your monthly meeting. These popular live events bring Laura right to your office by way of your desktop, where she shares her expertise in all areas of dental front office training.
You’ll also find an important feature on the website called “Ask Laura.” You can search previously asked questions to see Laura’s response quick answers or click the Ask Laura button and ask your specific question right through our site. Your questions are routed directly to Laura and our team. You can expect a detailed response to your question within about 48 hours. If you still have a topic that you need more information about, we encourage you to use the Search function from our home page. Type a few words pertaining to the topic you are interested in and the results page will include everything we have from videos, documents, webinars, articles, blog entries and even past podcasts.
Training opportunities can be a challenge for many practices because of conflicting priorities, financial resources and time. It’s very easy to become immersed in our day-to-day activities while allowing our training to take a backseat. In the end, this is the best argument for regular and scheduled training. If you transform your staff, you transform your practice and the service you provide to your patients.
Whether you are a practice owner, or a manager, and you want your practice to stand out, invest in your most valuable asset with staff training and skills development. It might just be the best investment you will ever make.
Let’s begin.