PRIVATE PRACTICE – Arrive, Stay, and Refer: Overcoming Front Desk & Patient Objections

This course will be recorded live on May 20, 2025 | Start: 7:00 pm ET / 6:00 pm CT / 5:00 pm MT / 4:00 pm PT

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.

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 Certificate of Attendance

Once you’ve completed the evaluation, click the View/Print Your Certificate of Attendance 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.

Need Assistance?

For help logging in, accessing activities, claiming credit, or for any other questions, please email learningcenter@apta.org.