Course curriculum

  • 1


    • Welcome to Cross Training Your Dental Assistant

  • 2

    Week 1: Becoming a Leader

    • Becoming the Leader Within

    • Becoming the Leader Within

    • Working Together as a Team

    • Working Together as a Team

    • Patient Impressions

    • Patient Impressions

    • Motivation and Continual Improvement

    • Motivation and Continual Improvement

    • Communication Cycle

    • Communication Cycle

    • 10 Tips to Becoming a Respected Leader

    • Week 1 Quiz

  • 3

    Week 2: Rocking the Phones

    • Phone Training

    • Excellent Telephone Skills

    • How to Handle Phones in Front of Patients

    • Conversations with Patients

    • Efficiently Handling the Check Out Process

    • How to Communicate with Dental Patients

    • Excellent Customer Service Guide

    • How to Improve Your Dental Practice Customer Service Skills: 3 Steps to Approach Your Team Effectively.

    • Ditch the Dental Phone Scripts and Teach The Front Desk To Have H.E.A.R.T

    • Make Dental Patients Your Priority, Not Their Insurance

    • Week 2 Quiz

  • 4

    Week 3: New Patients

    • Answering New Patient Calls

    • Getting New Patients Scheduled in 48 hours

    • New Patient Interview

    • New Patient Call in Form

    • Answering Dental PPO Insurance Questions

    • Second Opinion and Shoppers

    • Entering New Patient Information

    • Entering New Patient Information

    • New Patient Information How to be Efficient

    • Selecting Correct Insurance Information for Patient

    • New Patient Flow

    • We are Here for the Patients and They Come First

    • The New Patient Effect

    • Week 3 Quiz

  • 5

    Week 4: How to Get Patients to Schedule

    • Using QuickFill Effectively

    • Getting a Patient to Schedule Their Next Appointment

    • Getting Patients to Schedule 6 Months Out

    • Importance of Pre-Booking Appointments

    • How to Offer an Appointment

    • How to Offer an Appointment

    • Handling Scheduling Issues

    • 5 Things Every Practice Should Do Each Day to Build an Effective Schedule

    • One Single Issue Divides the Front and Back Dental Office Teams

    • Week 4 Quiz

  • 6

    Week 5: Handling Cancellations

    • How to Handle Cancellations

    • Cancellation Phone Calls

    • Using Confirmation Calls to Fill the Schedule

    • Steps to Fill a Last Minute Cancellation

    • Last Minute Hygiene Cancellations and No Shows

    • Dealing with Cancellations

    • Cancellations and No-Shows: A Fee Will Not Fix the Problem

    • Watch Your Dental Practice Numbers and Avoid the Good Month, Bad Month Roller Coaster

    • Week 5 Quiz

  • 7

    Week 6: Confirming Appointments

    • Confirmation Calls

    • Confirmation Call with Patient Responses

    • Appointment Confirmation Verification Policy

    • Next Day Review

    • Next Day Reviewer

    • Shake the Flakes

    • Confirmation Suggestions and Resources

    • Front Office Can Help Remove ‘Just a Cleaning’ Image From the Minds of Dental Patients

    • Week 6 Quiz

  • 8

    Week 7 : Outstanding Treatment and Overdue Recare

    • Filling Openings in the Schedule

    • Scheduling Outstanding Treatment

    • Overdue Recare Calls

    • Follow Up Treatment Plan Calls

    • Following up on Unscheduled Treatment

    • Patients Who Have Not Been in for a Long Period of Time

    • Scheduling Outstanding Treatment

    • Unscheduled Tx Policy

    • Treatment Plan Follow Up Policy

    • How Long Should You Keep Trying to Reactivate Patients?

    • Reactivation Techniques to Fill the Dental Schedule

    • The Golden Ticket is in Reactivation

    • Week 7 Quiz

  • 9

    Week 8 : Insurance and Financial Discussions with Patients

    • Asking the Patient to Pay

    • Being Prepared to Collect a Patient Balance

    • Emergency Appointment:Discussing Money Prior to Treatment

    • Getting Patients Closed for Treatment & Finances

    • Calculating Dental insurance Benefits

    • I Am Only Doing What Insurance Covers

    • How to Handle the "Insurance Focused" Patient

    • Looking Ahead to Avoid Insurance Issues

    • Communicating with Patients about Insurance and Financial Obligations

    • Top 5 Dental Insurance Questions

    • Top 5 Dental Insurance Questions

    • Week 8 Quiz

  • 10

    Week 9: Understanding Insurance

    • Dental Insurance Terms

    • Benefit Breakdown Form

    • Benefit Breakdown Form

    • Understanding Insurance Claims

    • Understanding Insurance Claims

    • Understanding Employer versus Insurance Company

    • Understanding Employer versus Insurance Plan

    • Coverage Book

    • Fee Schedule vs Coverage Book

    • Fee Schedule versus Coverage Book

    • Matching the Correct Patient with the Correct EOB/Payment

    • Tips for Entering Insurance Checks

    • Is Your Dental Office Insurance Driven, or Insurance Savvy? There’s a Big Difference

    • Week 9 Quiz

  • 11

    Week 10: Insurance Terminology

    • 1.2 Terminology Course

    • 1.2 Terminology Lesson Doc

    • 1.3 Terminology Course

    • 1.3 Terminology Lesson Doc

    • 1.4 Calling the Insurance Companies

    • 1.4 Calling the Insurance Lesson Doc

    • 1.5 Getting the Rest of the Breakdown Lesson Doc

    • 1.5 Getting the Rest of the Breakdown

    • 2.1 Terminology on the EOB

    • 2.1 Terminology on the EOB Lesson Doc

    • Week 10 Quiz

  • 12

    Week 11:Patient Accounts and Billing

    • Figuring Out Patient Balances – Patient Did Not Pay Last Time

    • Figuring Out Patient Balances- Patient Did Not Pay Last Time

    • Explaining the balance to Patient

    • Account Balances-The Importance of Notes

    • Breaking Down Patient's Accounts

    • Family Account Billing Issues

    • Collecting Outstanding Balances

    • Week 11 Quiz

  • 13

    Week 12: Patient Balances

    • Balancing a Patient Account

    • Handling Patient Balances Effectively

    • Handling and Discussing Account Balances

    • How to Explain Insurance and Unexpected Balances to Patients

    • How to Explain Insurance and Unexpected Balances to Patients

    • Week 12 Quiz

  • 14


    • Congratulations! You've Completed Cross Training Your Dental Assistant

Cross Training Essentials

This course helps to cross train your Dental Assistants on everything they need to know.

  • Office Basics

    First, we’ll set the groundwork for why we’re here - to serve patients. If you keep the patient first and foremost every additional skill will make more sense. We want you to be knowledge in all aspects and roles in the office.

  • Production & Goals

    To stay in business every office needs revenue and we’ll show you how each position impacts production. Then we’ll show you how to communicate in a way that helps patients value your office, team, and their appointment.

  • Team Mentality

    Teamwork is one of the most important skillsets we’ll discuss in this course because it impacts the patients and the flow of the office. Understanding all of the roles will help you be a better team player. Running a profitable and efficient practice takes a teamwork approach from the front and the back office.

Onboard & Train


We want to help you love your job and have the skills needed to be a great employee too!


  • How long will I have to access the course?

    You will have 6 months of access from the date of purchase. The material is designed to take 12 weeks to learn, and then you'll have 3 extra months to come back and rewatch any modules.

  • How long are the training modules?

    We estimate that it will take 12 weeks to complete the course if you spend 1-2 hours per week training and then implementing what you've learned. You can train faster if needed.

  • Is there any group pricing discounts?

    Our FOR U courses were designed for individuals to train. If you want to train your entire team we recommend our Front Office Rocks Membership program which provides access for 20 employees and is a month to month service.

Bonus material

You are not in this alone! We've designed these bonuses to help you.

  • Downloads

    Be sure to check out the provided documents that coordinate with your training.

  • Weekly Accountability

    Each week, we will email progress reports and encourage you to continue your program. We'll also provide tips based on your progress.