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Designing a thoughtful, replicable, patient-centered experience to build trust in every patient interaction, driving greater patient satisfaction and compliance
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Applying principles of influence and behavioral psychology to case presentation to present clinical treatment recommendations with clarity and confidence, addressing patient concerns and improving case acceptance rates
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Recognizing, avoiding and mitigating common communication pitfalls that lead to patient dissatisfaction or missed opportunities
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Considering principles of behavioral economics to develop and implement effective recall strategies that increase patient retention and case conversion
deliver replicable and predictable patient experiences.
This three-course series equips front office professionals with evidence-based competencies in patient communication, behavioral engagement, and consistent workflow execution. Drawing on established principles from behavioral science and economics, decision psychology and neuroscience, and demonstrably effective business operations, the courses address critical business and clinical outcomes: patient satisfaction, case acceptance, and treatment compliance. Practices can thrive by having a deeper understanding of how its patients make decisions. Each course integrates practical office workflows with evidence-based strategies, enabling administrative team members to directly influence patient outcomes, case conversion, and practice profitability.
Recommended Audience: Administrative Assistants, Check-in, Check-out, Insurance Coordinators, Office Managers, Referral Coordinators, Scheduling Coordinators, Treatment Coordinators
Series Duration: 6 Hours - (3) 2 Hour Sessions
AGD PACE Subject Codes Recommendation: 550
FRONT DESK SERIES.
SERIES OBJECTIVES
SERIES INVESTMENT: $2,250
This session distinguishes between the broad concept of patient experience and the deliberate process of curating a predictable, replicable positive experience at every stage of the patient journey - for every appointment, across every position on the team. Grounded in the principles of customer centricity and the behavioral psychology behind motivating action, this course provides a clear, applicable framework for delivering exceptional patient experiences through workflows that translate directly to daily practice.
SESSION I OBJECTIVES
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Identifying patient experience stakeholders and each position's contribution to experience continuity
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Applying the concept of customer centricity to develop patient profiles aligned with the experience and brand identity the practice intends to deliver and replicate
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Examining the social psychology principles that define a predictable positive experience to inform deliberate patient experience design
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Leveraging widely accepted principles of influence to shape patient interactions for the mutual benefit of the patient and the practice
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Reviewing evidence-based strategies for consistently successful primary and secondary patient interactions
SESSION II OBJECTIVES
Building on the framework established in Part I, that positive patient experiences can be designed to be both predictable and replicable, this session focuses on the most consistently challenging facet of the patient experience: case presentation. Grounded in behavioral psychology, effective case presentation depends less on insurance literacy or mathematical accuracy than on a nuanced understanding of individual motivation and the psychology of comfort, as discussing personal goals and financial capacity is a fundamentally interpersonal process.
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Underscoring the purpose and clinical importance of well-rounded, comprehensive treatment planning
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Examining how patients approach decision-making from a psychological perspective, particularly during periods of stress
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Applying behavioral psychology principles that inform individual motivation to develop thoughtful, tailored case presentations that reinforce a patient-centric approach
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Addressing recurring obstacles to productive financial discussion, including unbalanced power dynamics, ineffective influence strategies, and incomplete consideration of available information
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Practicing effective language construction for each stage of the case presentation conversation
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Designing a case presentation environment that provides the psychological comfort patients seek during periods of stress and uncertainty
SESSION III OBJECTIVES
Case conversion failures represent one of the most consistently overlooked opportunities in curating a predictable and replicable patient experience. This final session of the series integrates the foundational principles from Part I and the interpersonal case presentation skills developed in Part II, delivering a practical framework for building a revenue recapture workflow that fits seamlessly into the broader patient experience while reducing revenue leakage, maintaining the patient experience, and improving patient outcomes.
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Examining the patient impact of unscheduled treatment and the shared responsibility of the provider and practice to encourage treatment plan compliance
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Maintaining patient centricity throughout case recapture outreach to ensure communication does not convey only financial motivation
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Applying effective language modeling for unscheduled treatment calls and written communication with the priority of preserving the positive experience framework within structured, repetitive recapture workflows
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Building a recapture workflow designed to sustain consistent outreach without overwhelming the patient or the team
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Identifying an appropriate time and approach to inactivating the recapture workflow that serves the interests of both the practice and the patient
KEEP THE SERIES GOING.
The Front Desk Series can be supplemented by the following additional coursework add-ons:
INTRODUCTION TO DATA MANAGEMENT
ROAD MAPPING THE PATIENT EXPERIENCE WORKSHOP
Data collected for its own sake is a waste of valuable time and resources, and poor quality data is a liability when relied upon for operational decision-making. This session provides the fundamentals of data management that have been absent in dental curriculums but are essential to any well-functioning practice operation. Data touches every position in the practice on a daily basis, so it must be treated as a shared operational responsibility rather than a function isolated to leadership or reporting roles. All positions should be involved in defining which data points to collect, how to maintain data integrity, how frequently to report on performance, how to analyze and discuss findings, and how decisions should be made from the results. This session equips practice leaders with the tools to build a functional, practice-wide data management structure that every team member can engage with.
This interactive workshop engages the entire practice team in open discussion and a structured exercise in mapping every stage of the patient experience. Working from the moment a patient first encounters the practice through to a completed billing cycle, reappointment, and experience review, the workshop provides the framework and resources to construct a predictable, replicable patient experience across every interaction. Attendees develop insight into the patient perspective, build appreciation for the contributions of each team member, and work toward a team-generated solution through a guided, organic creative process.
Session Duration: 2 Hours
AGD PACE Course Codes Recommendation: 550
Workshop Duration: 3 Hours
AGD PACE Course Codes Recommendation: 550
SESSION INVESTMENT as add-on: $500
WORKSHOP INVESTMENT as add-on: $750
SESSION OBJECTIVES
WORKSHOP OBJECTIVES
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Examining how common approaches to data management in daily practice can undermine long-term data integrity, and establishing the foundational principles that support clean, reliable data and reliable operational decision-making
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Identifying every discrete step in the patient experience, from the moment a patient first encounters the practice through the final interaction, whether a completed billing cycle, reappointment workflow, or patient experience review
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Identifying the performance metrics needed to measure daily operations against established goals, whether those goals be production targets, new patient volume, chair time utilization, hygiene recall rates, or case acceptance rates or the like, and distilling those metrics into discrete data points assigned to specific workflows for consistent, accurate collection
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Mapping roles and responsibilities associated with each step to establish a clear accountability structure that supports consistent execution following implementation
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Determining the appropriate frequency and method of reporting to prevent data from becoming operational noise, and identifying the key stakeholders for each report type based on their relevance to that role's operational responsibilities
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Creating defined opportunities for warm handoffs between team members to maintain patient engagement between steps and prevent experience-damaging gaps in continuity
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Evaluating opportunities to apply reporting tools, software integrations, automations, and artificial intelligence to recurring data management tasks that do not require human judgment
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Assigning measurable performance indicators to each primary step in the Patient Experience Roadmap that objectively reflect the consistency and quality of execution
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Developing a structured plan for regular quality control and data hygiene to ensure reporting accuracy can be consistently relied upon
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Developing an actionable implementation plan and timeline for the newly designed patient experience
double-down on impact.
For practices seeking the greatest impact from their training investment, Lucent offers the following options:
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For training sessions incorporated into continuing education programs or referral marketing initiatives, Lucent can provide seamlessly branded materials to support event promotion and deliver a cohesive attendee experience, including custom course flyers, optional discounted printing and shipping, and optional branded course materials such as handouts, program evaluations, and custom stationery.
branded materials
Remote training offers accessibility and scheduling flexibility without compromising session quality. For practices seeking deeper engagement with the material, on-site instruction provides a more immersive experience, with greater audience participation and a higher degree of personalization.
on-site instruction
Training content is designed to be broadly applicable and to stimulate innovation and collaborative problem-solving across the team. For practices seeking a more tailored experience, Lucent accepts Custom Content Proposals, developed following a complimentary Discovery call to determine the most effective approach to adapting existing material before training is scheduled.
customized content
For practices seeking the greatest impact from their training investment, Lucent offers the following options:
double-down on impact.
Complete the form below to start the process of booking your Front Desk Series.
Lucent will return your inquiry within 24-business hours.
Lucent is applying for AGD PACE approval for continuing education credit issuance for acceptance by state licensing boards; however, Lucent has not yet been approved and cannot issue continuing education credits at this time. Content is eligible for continued education credit if included as part of an existing AGD PACE approved continuing education program. AGD PACE Course Codes are provided for reference only.
CONTACT.
Image Credit to Alex Andrews