Building An Exceptional Front Office is approved for C.O.P.E. and the AOA Paraoptometric section continuing education credits.

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  This video program with a workbook is an excellent tool to train staff on the fundamentals of making your front office more productive and professional. Front office procedures are demonstrated in real office situations, including greeting patients, collections and walk-in repairs. An entire video tape is dedicated to developing a well managed recall effort. Telephone techniques are presented that cover a variety of situations, from making appointments and turning telephone shoppers into patients to developing your own benefit statements and answering "how much" questions. Sample telephone scripts are also included.

Video One - Front Desk Procedures

  • Greeting The Patient
  • Collections
  • Collections For Contact Lenses
  • Collection With Insurance
  • Walk-in Repairs

    Video Two - Positive and Productive Telephone Techniques

  • Making Appointments
  • Canceling An Appointment
  • The No-Show
  • Caller Wants to Speak With The Doctor
  • Putting a Patient On Hold

    Video Three - Well Managed Recall

  • The Philosophy Of Recall
  • Preappointed Recall With Collections
  • Telephone Recall
  • Telephone Recall With Objection

    Video Four - Turning Telephone Shoppers Into Patients

  • Answering The "How Much" Questions
  • How Much Questions For Contact Lenses
  • The Value of the Benefit Statement