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.
3 Tools to Handle the Last-Minute Reschedule
Let’s face it, keeping calm when frantic and insistent moms phone in to reschedule an appointment with just a few hours of notice, takes tact. But there are a few tools you can keep in mind to make your job easier. And keep in mind, you are not alone; everybody plays a part.
1 – Setting the Expectation
“I would be happy to help you. As I look to the schedule, I’m looking for the next available appointment to help keep you on track.” You’ve planted the seed there that you are looking to keep them on track. Keeping them in the rotation might mean that they are offered appointments that are not at these client’s ideal times. That is not your fault. It is what it is.
2 – State the Facts
You are in control of the conversation and the schedule. All TIMES are FACTS and All FACTS are STATEMENTS. No asking questions, unless they are leading questions… questions that lead to a specific answer. “Would that work for you?” “The doctor has availability at 10:30 or 11. Which one works for you?” Pretend that you’re delivering the weather report, there’s no emotion involved.
You cannot manufacture, or fabricate, holes in the schedule. The doctor can only be in one place at a time. If the assistants are rushing to accommodate your ‘squeezing in’ a last-minute reschedule, shortcuts can emerge resulting in less-than-ideal care. We found just that. Looking at a repeat bond failure on the same bracket, we found that most of those brackets that needed more than one repair were put back on after 3:30 in the afternoon. Those appointments were ‘squeezed in.’ We think we are being helpful, but we are not.
“I am happy to try to find you an appointment since we are in the middle of a rotation. The doctor happens to have a 10am or 2pm open. Which one works best for you?” If Mrs. Jones doesn’t want either slot and asks again about the 3:30 time on the following day. Remind her, “If I try to find you a 3:30 appointment, that is going to put us out another four to six weeks, and that could very likely impact treatment time. Do you wish me to look there or would you like me to keep looking for a time to keep you on track?”
3 – VIP List
We know there are moms with direct lines to the doctors. We have found a few successful ways to deal with these insistent and argumentative moms. Provide that great customer service and allow them to have their way.
We do this by: Create a shortlist, with a goal of under one percent of the clients, of VIPs (Very Involved Parents). Put an alert on their chart. Accommodate them rather than going through the steps and giving in at the end. The ruckus they can cause in the office or on social media is not worth the tussle. , just avoid engaging them, and provide excellent customer service.
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."
