Front Office Training: Essentials
Foundational Training for your Front Office Staff
$299 USD
6-8 Hours Duration
24/7 Access for 6 Months
Certificate Awarded
Knowledge Tests
Self-Paced Learning
The Ultimate Front Office Training Program
The front office role in hearing care is unique and diverse, and our training program reflects this, exploring everything from the basics of hearing healthcare to communicating with those who are hard of hearing.
Stay focused on your clients while your staff gains the essential knowledge needed to support your hearing care practice. This program is specifically designed for those new to working in hearing healthcare, using a 6-module format, designed to be completed as soon as your new staff begins their position.
Course Syllabus
Front Office Training: Essentials contains six modules that include a video lesson plus readings and assignments. The recommended pace is to complete one module per day.
Day 1: What is Hearing Healthcare?
A comprehensive overview of the fundamentals of hearing healthcare, including:
• Overview of hearing healthcare
• The professionals of hearing healthcare
• The clinical settings where hearing care is provided
• Basic ear anatomy, function and structure
• Information privacy laws and compliance
Day 2: The Front Office Role
Gain a full understanding of your new role working in the front office of a hearing healthcare clinic, including:
• Different job titles and descriptions for front office staff
• Roles & responsibilities
• A typical day will be outlined, demonstrating how seasoned front office staff juggle the various components of their jobs effectively
• Standard operating procedures will be introduced and templates provided for various tasks
Day 3: Customer Service Essentials
Customer service is both an art and a science! After this section, your staff will have the skills, confidence and tools to excel in customer service. Topics include:
• Critical customer service skills & traits
• The specifics of communication with the hard of hearing
• Understanding the stages of behavior change
• How to support and spot unhappy clients
Day 4: Services, Appointments & Scheduling
Understanding the services provided by hearing care professionals is essential for effectively managing and prioritizing appointments. This section will cover the types of hearing care appointments commonly offered in hearing aid clinics, including hearing evaluations and appointments, including:
• Hearing tests
• Hearing conservation
• Hearing aids
• Specialized services
• Referrals
• Scheduling
Day 5: Equipment
Here, we introduce the equipment and systems used in a hearing clinic. We will split this into two sub-sections – clinical equipment and office equipment, including:
• Otoscopes
• Audiometers
• Sound booths
• Middle–ear analyzers
• Verification equipment
• Hearing aid software
• CRM / OMS
• Phone & fax systems
• The point of sale (POS) machine
Day 6: Payment Processing
This section provides an overview of all private pay and third-party payment systems and workflows, including:
• Trial periods
• Payment options for private pay
• Government payment programs
• Private insurance payment programs
• Handling returns
A Message For The Supervisor
How Does It Work?
We designed this program with you in mind because we have been in your shoes. As clinic owners, we have both trained front office staff, wishing we had a program like this. We have compiled our knowledge and expertise to help you save time and give your new front office staff a leg up. We have your back!
Once your front office staff are enrolled in the program, they will bring you a one-page outline that explains how often you need to meet with them to answer homework questions that will customize the content to your clinic. Each day, they will complete a video tutorial, reading, assignment, and a quiz to test their knowledge.
Program Highlights
Customizable Training
Each daily module ends with a fill-in-the-blank assignment asking targeted questions about the specifics of your clinic. This allows for customization of the training, from scripts to appointment codes and lengths, trial periods, and more.
Templates to SOPs
For your staff to excel and feel supported they need our training materials on hand when they are starting their job. That is why we provide templates and encourage customization of them from the homework answers, turning them into clinic SOPs.
Consistency
Consistency is essential for every component of service provision. We have designed this program with this core value in mind. We aim to help bring consistency to your clinic through consistency in training the front office staff.
Theory
Participants watch a training video for each module that is 15 to 45 minutes in length.
Homework
After completing the video, participants are assigned readings to elaborate on the content they have learned. This is followed by an assignment which is customized to the clinic they are working in. The supervisor’s participation is required to review some of the assignments with the participant.
Quiz
At the end of each module, a quiz must be passed to unlock the next day’s module. These assessments have been shown to help cement information retention.
FAQs
Who is this program for?
This training program is for newly hired administrative staff working in hearing healthcare.
What if I want to train more than one person?
You can purchase multiple licenses, and we will reach out to gather each participant’s information. For groups of three or more, please contact info@pacificaudiologygroup.com for group rates.
Can my staff only complete one section per day?
This is our recommendation to blend theory with work experience, but the program can be accelerated and completed in as short as one to two days.
My front office staff has been working for me for over a year – is this program right for them?
Probably not. We are working to create a program for them called Front Office Training: Advanced, so stay tuned for that!