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Why I Wrote this Book and Why you Should Read It

In 2018 – 2019 I developed a comprehensive training program for dental front desk for a DSO (dental services organization) in upstate New York. It was a powerful learning experience for me, having never developed training programs for this specific niche before. It was also very successful. That may sound kind of crazy, but I didn?t go into the experience as a complete newb.

I have over 15 years of experience designing online, hybrid, and face-to-face (in-person courses), including many health-related courses. I?d done a dental terminology online course and had many dental experiences myself (unfortunately), but I?d never designed a complete training program for dental services. So I brought a great deal of skill, know-how, ability, and experience, and yet it was still a great learning experience for me. This is one reason I love instructional design so much! I?m always learning and growing.

After I delivered the final product to my DSO client I wanted to do more with all of the knowledge I?d gained. I didn?t just want to file away all the material and let all the knowledge I?d gained personally go to waste. But I also wanted to respect the ownership of the material I delivered to my client. And so this book series was born. In the first book in this series Dental Front Desk Mastery Guide I outlined a comprehensive training program for new PSRs (patient service representatives). I purposely avoided specifics of the dental program I delivered for my client, including the job aides I gave them for their staff, only alluding to the importance of the development of such. And yet the book is a powerful guide for learning for new (and existing) PSRs.

So what is this book about?

This book is about the formal mentoring process that should be included for every new PSR in addition to the training event outlined in the first book. This process flows naturally from the two-day training that would take place to familiarize the new employee with dental front desk best practices, terminology, and so forth. And it doesn?t just flow naturally, the mentoring process is an integral part of the training for the new PSR and this book shows you how to do it well.

If you keep an open mind you will get a lot out of the material presented in this book. If you are DSO management or the head of a dental practice in need of front desk training contact me to see how I can help you maximize your front desk workforce.

Free on 26th - 30th Dec 19
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