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.
Cause and Effect – Getting Where We Want To Go
How is your business doing? Are you making money? How are profits? Where do you stand on reaching your goals?
We answer such questions by stating facts such as revenue, collections, and conversion rates. We want these to be outstanding. Such facts are known as lagging metrics, or measurements. They are the result – the output of our efforts. They record what has happened. But…there is an inherent challenge to lagging indicators; by the time we know what it is, it is an event in the past.
So how can we have influence on these outcomes, indicators and metrics? We must consider the components that impact them. Said in a different way, what are the INPUTS impacting the OUTPUTS? What is the Cause and Effect?
The measuring of the INPUTS factors is a leading indicator. A leading indicator, or measurement, can influence change. If we put appropriate emphasis on the leading indicators, we can have an influence on the results. The inherent challenge with this type of indicator is that they are harder to measure.
I believe it was well said like this:
“The solution turns out to be: taking control of your leading indicators so that your lagging indicators can be improved.”
Lionel Valdellon
If this, then that…Cause and Effect
Think of your team members. We set a goal using a lagging metric such as revenue or production. To a Scheduling Coordinator, it can seem they have minimal influence on that value. They may feel others make or break that value and they are simply bystanders.
Nothing could be farther from the truth!
A Scheduling Coordinator begins the whole customer journey, works closely with the decision-makers and influencers throughout the customer journey, and finally provides the last contact at the end of the customer journey. Consider what they do:
First communication(s) with a lead via voice, text, email, and/or written
First live contact as they enter your business
Continued contact when scheduling and rescheduling visits
Last contact as customer life cycle ends via in-person and other communications
Scheduling Coordinator Leading Metrics
Let’s look at one form of communication – the phone call. How do we set up measurements here that a Scheduling Coordinator can impact?
Consider a list of the following leading indicators:
First and last responses on calls
Asking for and obtaining insurance information on inquiry calls
Providing details of what to expect at a consultation
Informing lead of ability to start the same day
Guiding callers to appointments
Watch the video below to see how a Fishbone Diagram shows cause and effect. The desired effect is revenue. And it is influenced by:
First Call
Arrival experience
Consultation
Remember…
“the most important figures that one needs for management are unknown or unknowable, but successful management must nevertheless take account of them.”
-- W. Edwards Deming
From this example we showed the importance of recording those all-important phone conversations, setting expectations, and coaching to desired results. Do so and your bank account will thank 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."
