Front Desk Excellence™
Part of Advance Practice Academy™
Build a confident front desk that knows how to handle the conversations that matter.
From answering the first phone call and handling price enquiries to managing cancellations, rebooking patients and responding to concerns, this practical program helps your team approach everyday situations with greater confidence and consistency.
Created by Elizabeth Kitevska, drawing on 30 years of experience across dental practice roles, Front Desk Excellence™ brings together 12 focused modules to strengthen patient communication, support appointment bookings and build reliable daily systems.
Designed for dental receptionists, front desk teams, practice managers and practice owners.
Includes an opening introduction, 12 practical training modules and a final message.
WHAT YOUR TEAM WILL LEARN
Opening Introduction
An introduction to Front Desk Excellence™ and the role your front desk plays in shaping the patient experience.
Module 1: Answering the Phone Like a Five Star Dental Practice
Create a welcoming, professional first impression and set the tone for the patient’s experience from the first phone call.
Module 2: Booking a New Patient’s First Appointment
Guide the initial conversation, understand the patient’s needs and help them feel confident and prepared for their first visit.
Module 3: Handling Price Questions
Respond confidently to price enquiries, explore what the patient is looking for and explain the value of the next step.
Module 4: Preventing Cancellations and No Shows
Strengthen appointment communication, set clear expectations and help patients understand the importance of attending their appointments.
Module 5: Handling a Cancellation Call
Respond professionally to cancellation requests, understand the reason and guide the conversation towards an appropriate next step.
Module 6: Rebooking Hygiene Patients
Help patients understand the importance of their recommended ongoing care and encourage them to arrange their next appointment before leaving.
Module 7: Asking for a Google Review
Learn how to invite patients to share honest feedback about their experience in a natural, comfortable way.
Module 8: Asking for Referrals
Build confidence in inviting patients to recommend the practice to friends and family without making the conversation feel awkward or pressured.
Module 9: Handling an Unhappy Patient
Listen carefully, acknowledge concerns and respond calmly while guiding the patient towards an appropriate resolution.
Module 10: When the Dentist Is Running Behind
Communicate delays proactively, manage expectations and help patients feel informed and respected when appointments run late.
Module 11: Running a High Performance Morning Huddle
Bring the team together to review the day, identify potential challenges and clarify responsibilities before the first patient arrives.
Module 12: Creating Daily Systems That Support Consistency
Establish clear daily routines and responsibilities that help the team work together and deliver a consistent patient experience.
Final Message
A closing message from Elizabeth to bring the training together and encourage practical application within the practice.
Experience the Training Before You Enrol
Watch a sample from Front Desk Excellence™ to see Elizabeth’s practical approach to everyday patient conversations.
Module 2: Booking a New Patient’s First Appointment
Watch the complete sample lesson without registration or payment. Duration: 5 minutes 58 seconds.
AUD $597 + GST · Australian total $656.70, including $59.70 GST.
One-time payment in full. No subscription or payment plan.
90-day self-paced access from when access is provided after successful payment.
Licensed for internal training within one purchasing practice and its relevant team members. One customer account is created or linked at checkout. Contact us about additional individual logins.
Other locations: applicable tax is calculated at checkout.
Coaching is not included.
Enrol in Front Desk Excellence™Purchase Terms · Refund and Cancellation Policy · Privacy Policy
What your purchase includes
Video lessons, practical phone scripts, readable lesson notes, key takeaways and action steps. An opening introduction, 12 practical modules and a final message make 14 lessons.
90 days of self-paced access from when access is supplied after successful payment. Revisit the included lessons and resources during your access period.
Licensed for internal training within one purchasing practice, including its relevant team members. One customer account is created or linked at checkout. Contact us before purchase if you require separate logins or multiple practices.
Account and access help: admin@advancepractice.com.au. Personal coaching, live calls, future courses and a guaranteed support response time are not included.
Existing content may be updated without materially reducing your purchased training during your access period.
Complete Practice Bundle
All three programs. One shared approach to your patient journey.
- Front Desk Excellence™
- The KITEVSKA High Value Case Acceptance Method™
- Open Day Mastery™
Includes the videos and resources listed for each program. All three receive 90-day access from the access start date.
Australian total $1,976.70 including $179.70 GST.
90-day self-paced access from when access is provided after successful payment.
One-time payment in full. No subscription or payment plan.
Buy nowOther locations: applicable tax is calculated at checkout.
Your questions,
answered.
Who is each program for?
Front Desk Excellence™ is designed for dental receptionists, front desk teams, practice managers and practice owners.
The KITEVSKA High Value Case Acceptance Method™ is designed for dentists, treatment coordinators, practice owners and team members involved in treatment conversations.
Open Day Mastery™ is designed for dentists, practice owners and teams planning a clear aligner open day.
What does the curriculum cover?
Front Desk Excellence™ includes 12 practical training modules covering phone skills, new patient bookings, price questions, cancellations, rebooking, reviews, referrals, patient concerns, appointment delays, morning huddles and daily systems.
The KITEVSKA High Value Case Acceptance Method™ covers patient connection, discovery, treatment presentation, investment conversations, team handovers, informed decisions and follow up.
Open Day Mastery™ focuses on planning, promoting and delivering a clear aligner open day, with patient communication and follow up considered throughout.
Visit each program page to explore its curriculum.
Can customers preview a lesson?
Yes. You can experience selected training before deciding whether to enrol.
Module 2 from Front Desk Excellence™, “Booking a New Patient’s First Appointment”, is available to watch without registration or payment.
The free opening lesson from The KITEVSKA High Value Case Acceptance Method™, “Let’s Begin”, introduces the approach and helps you begin recognising gaps in your patient journey. Accompanying notes are included.
How is the training delivered?
The training is delivered online through Advance Practice Academy™ on Kajabi.
Watch the recorded lessons at your own pace and revisit them during your access period. You do not need to attend at a scheduled time.
How long does access last?
Your access period is specified in your chosen offer and displayed before purchase.
Please check the offer details for the duration and when access begins. You can revisit the lessons throughout that period.
Is access individual or clinic based?
Access depends on the offer you purchase. Your course page and checkout will explain whether access is for an individual or a clinic and how many users are included.
For a clinic offer, access applies to the purchasing clinic within the stated user allowance. Please contact us before purchasing if you need access for multiple locations.
What is included?
Your purchase includes the online training and any accompanying resources specifically listed in your chosen offer, for the stated access period.
Please review the program page for its lessons and included materials. Coaching is not included.
What happens after purchase?
After successful payment, you will receive purchase confirmation and instructions for accessing your training.
Follow the instructions to set up or sign in to your Academy account. You can then access your purchased program through Student Login.
Can practices outside Australia enrol?
Yes. The online training is available to dental professionals and teams worldwide.
The lessons are delivered in English and can be completed at your own pace. Prices are displayed in Australian dollars, with applicable taxes shown at checkout.
Is coaching included?
No. Academy purchases provide access to the online training specified in your chosen offer.
Coaching is available by invitation only to selected clinics that have completed both Front Desk Excellence™ and The KITEVSKA High Value Case Acceptance Method™.
Completing both programs does not automatically include coaching or guarantee an invitation.
Read the full purchase terms and refund information and privacy policy before checkout.
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