PRIVATE PRACTICE – Arrive, Stay, and Refer: Overcoming Front Desk & Patient Objections
Recorded On: 05/20/2025
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This course was recorded live on May 20, 2025
Course level: Beginner
This session aims to teach attendees the tools and strategies needed to optimize clinic operations, keep schedules full, and improve patient engagement. It will reveal the most common challenges faced by clinic staff and provide actionable techniques to streamline appointment bookings, overcome patient objections, reduce no-shows, and maximize schedule utilization. Attendees will gain a clear understanding of the key performance indicators (KPIs) essential for tracking operational success—ensuring patients arrive, stay, and refer. With a practical, step-by-step checklist, participants will leave ready to implement these strategies immediately, driving better team performance and patient outcomes.
By the end of this webinar, participants will be able to:
1. Describe the most common patient objections faced by front desk teams.
2. Describe the 5 must-dos to improve schedule utilization.
3. Describe the KPIs needed to track to improve front desk efficiency and how to calculate them.
4. Describe how to ask for referrals and get Google reviews.
5. Apply the step-by-step checklist for immediate implementation with your team.
Dee Bills
PT
Front Office GURU
As a physical therapist, I knew how to help my patients. When I took over the Director of Administration position in my husband;s private practice, I quickly realized that my front office team needed help because they didn’t have the necessary skills to ensure our patients got the care they needed and deserved. So, I created an entire system of training for my front desk which improved their ability to handle patients from the first call through a successfully completed plan of care.
As a result, our arrival rate increased to over 95% and more patients consistently scheduled and arrived for care! Soon, other practice owners heard about our success and started asking for help. So in 2016, I started Front Office GURU to help private practices get similar results. And in 2020, I rolled out my virtual training platform so physical therapy practices could have a system of consistent training for their front desk, right at their fingertips.
Now, I help physical therapy practice owners provide their front office staff with the necessary tools for successful patient management so they can help more patients to consistently schedule and arrive for care.
Course Instructions
Step 1: Watch the Course Recording
Click on the Contents tab to watch the course recording.
Step 2: Complete the Evaluation
After watching the recording, complete the evaluation by clicking Fill Out Survey under the Evaluation listing. Be sure to scroll down, as some answer options may extend beyond the window.
Step 3: Access Your CEU Certificate
Once you’ve completed the evaluation, click the View/Print Your CEU Certificate button under the Certificate listing.
You can view or print your certificate at any time by visiting the APTA Learning Center and clicking the CEU Certificate/Transcript link on the left-hand side of the page.
Please note: This course does not offer CEU credit.
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