Win the Call
Being the Practice Ambassador takes grit and determination
give them the training to fully embrace their role as the face of your practice
Win the Call
Being the Practice Ambassador takes grit and determination
give them the training to fully embrace their role as the face of your practice
Scheduling Coordinator Training
Empower the role that has the most frequent interactions with your patients and parents. They set the tone - let's make sure it's a great one.
Being on the front desk is more than reading scripts or hiding behind the "do not disturb" - let's help your team create that perfect first impression.
I am Amy, and my training program helps your Scheduling Coordinators improve their phone and in-person patient interactions. I provide coaching for efficient & impactful first impressions, teaching new strategies & habits to improve your scheduling skills!
Are you looking to train your team to build better relationships with patients? Our customer service training will give your team the tools they need to provide excellent customer experiences.
Specific Training for your Front Desk team
A scheduling coordinator is more than just an appointment setter - they truly are the face of the practice and help your patients to fulfill their orthodontic dreams.
Empower them - sign up for my coaching!
A scheduling coordinator is more than just an appointment setter - they truly are the face of the practice and help your patients to fulfill their orthodontic dreams.
Empower them - sign up for my coaching!
Phone Coaching
Phone skills training for efficient and impactful first impressions
Master the first and last impression
Learn how to offer appointments to your schedule
Know how to prevent escalations
Master the initial inquiry call to prevent no-shows
Mousy to marvelous or edgy to polished
All Packages Include:
Coaching & accountability - Online Library Portal - Standardized training - Options for remote & on-site initial training
Train your team to become effective scheduling coordinators and learn how to manage patient appointments efficiently.
Signing up with Amy will guarantee your front office team gains the skills needed!
Want to give your Staff their first step in Front Desk training from just $300?
Trapezio has launched The Academy of Front Desk Coordinators which is the perfect foundational training to creating a confident front desk team.
Join Amy's mailing list today and receive her ALERT training as a thank you!
It happens. People get frustrated. Sometimes they vent at us simply because we're the ones on the other end of the phone, regardless of whether we have had a part to play in the situation.
I always remember "Event + Reaction = Outcome". You can control your reaction, not the event, and it still affects the Outcome.
What Our Clients Are Saying
My customer communication training will help you to 10X your patient experience to massively impact your Win ratio!
40%
Decrease in No Shows
because all your customer relationships are real connections, right from the start.
64%
Reduction in Longer, Problem Calls
because you're no longer inadvertently upsetting your valued customers.
20%
Increase in Production
because you've built trust with your customers from the beginning, so your win ratio is much higher.
HOW TO WORK WITH ME
Phone Coaching
Telephone skills training for efficient and impactful first impressions with your receptionist and front office team.
Sales Coaching
Treatment Coordinator communication training for consultations to adapt, read the room, and win the start.
Workshops & Keynotes
Book me for your team or appreciation event you are running to provide customer experience training.
How to Remove Hurdles and Avoid Leading "No's" to Tough Questions
I know sometimes our patients ask us tough questions where the most direct reply is, "No." I get it. It's effective, but many times it is not received well. And many times it feels like we put a hurdle in their path.
Let's talk about a few of the common tough questions and how to adapt our responses.
Business Hours
"Are you open on Fridays?" The most direct answer for many of us is, "No we're not…"
Let's flip it. Let's say what we can do.
Now we reply with, "We currently see patients Monday through Thursday." See...you've answered with what you can do.
Referral
Another common one is, "Do I need a referral?"
Again, the most direct answer is, "No you don't." But that is again harsh and it has that negative connotation.
So let's flip a response to a more positive reply. "Great news You don't need one!"
Insurance
Oh, this can be a doozy and we tend to keep those hurdles up instead of removing them. Here is how it usually begins, "Are you in network with my plan?"
Instead of saying, "No, we're not," change it to, "While we're not in network with them. We do accept all insurances, file for you, and work to maximize your benefits."
Or, for those instances of state-funded insurance you can proceed to an affordability solution and say, "While that insurance does not cover orthodontic benefits, we are very successful at setting up payment plans to fit monthly budgets."
Price
That leads me on into a cost question. We get asked, "Can you tell me how much that costs?"
Most replies are a tap-dance routine of how you don't quote fees on the phone...you don't know how much treatment costs...or worse yet have a CYA response of, "Well, it could be anywhere from $3000 to $10,000."
AHHHHH!!!!
I want you to break it down, remove the hurdle, and go to the affordability. And what you can say is, "Your investment is going to be unique to your solution, but what I CAN tell you is we're very successful at setting up payment plans to fit monthly budgets."
Now if they press you even more, feel free to use the "as low as" language. It looks like this, "We can get down payments as low as "$xxx and monthlies as low as $xxx."
Hurdle removed. Solution provided.
Watch and hear the difference
Summary
So in summary, remember to:
Remove hurdles
Avoid leading "no" responses
Say what you CAN do for them
We want to make sure that we are removing those hurdles because not many of us are high hurdle jumpers. And we want to avoid the leading nos. Flip it.
Give it a try and let me know how it goes for you.
What Our Clients are Saying
Amy believes in giving back and paying it forward by donating 10% of ALL proceeds to organizations that help others.
Click on any logo to learn more about the organization.
As a survivor of a rare cancer I love riding each year and raising funds for the research to beat rare cancers. 100% of all raised funds go to research.
I have enjoyed building boxes for children around the world. And having lived in Charlotte I even was able to pack crates of boxes.
I am a PEO Sister. This organization has helped women "reach for the stars" by providing $400 million in educational assistance. They even have their own college.
As a parent with two children have been treated by Shriner's Hospital, I love to give back. They provide free care for those in need.
Preferred Provider For:
As a bonus for being a member of these organizations you will receive a discount on my services.
Schulman Group leaders say
“The Schulman Group is pleased to call Amy Demas/Communicate Excellence one of our valued preferred consultants and a huge advocate for our educational programming efforts. Her "can do" attitude has served the group in many capacities over the years…..as a consultant, as a program speaker and most recently served as moderator for our Doctor and Team Meeting. As speaker and consultant, Amy offers invaluable insight on communication skills for all orthodontic team members and has helped a number of our members streamline and improve office interactions with patients.”
Emily, Mari's List says
"Amy Demas is a shining star when it comes to training front desk staff, scheduling coordinators and treatment coordinators. She truly communicates excellence. Mari's List feels confident endorsing Amy because of her long history of exceptional professionalism and glowing reviews from our members."
