Online front office training created by 


The Front Office Training Academy

When you provide consistent training for your front desk team,
they'll see themselves as Patient Care Coordinators,
and learn to manage patients so they get the care they need.
And even better, your patients will notice and appreciate it!

Since 2011, I've worked exclusively with my front office team and those of other private practices. My focus has been on building training  programs that focus on teaching your front desk the art of successful patient management.

My training helps you help your front office team become
 Patient Care Coordinators who have the skills to expertly build long-lasting and effective relationships with patients from the initial call through the completed plan of care.
This in turn has led to HUGE GAINS for the practices and it offers the practices owner and manager the time to focus on other areas of growth.

And now...I've made even easier to train your front office team!
With The Front Office Training Academy, you can use the GURU
to offer lifelong patient management training to your front desk team and ensure your staff, your patients, and the practice win along the way!


What are some of the features of the online academy?

  • Includes 3 progressive courses in patient management, sales, cancellation prevention, and much more!

  • Access your courses online - anytime

    • I've set it up so you and your team can study short lessons and implement as you go​.

  • You'll have what you need to train and retrain them:

    • Video lessons right from the GURU. With over 95 lessons, your team will learn how to communicate effectively and maintain control of any situation, how convert more calls to scheduled and arriving evaluations, how to stop same-day cancellations, how to handle the cost of care discussions like a pro, and how to fill your schedule!
    • Practical Questions - as they learn, they'll answer practical questions in their course workbook, to ensure understanding and success.
    • Scripts - they'll learn how to get results using proven scripts
    • Practice Drills - successful use of my proven scripting comes from your team practicing a script before trying it out on a patient - I teach them how.

    • Special audio demos - understanding context of scripting makes all the difference. That's why I created audio demos so your team can listen to the GURU in action and use this to master the script as they go!

    • Implementation worksheets - you and your team will have specific implementation as you work through the program to help guide you in putting my successful systems in place - consider these your personal strategic plans to implement quickly and effectively.

  • Want more information? CLICK HERE to schedule a FREE discovery call​

  • This program is most appropriate for PT, OT, ST, multi-disciplinary and chiropractic practices.

Let's talk about the Courses!

My front office online courses are designed to progress your front office team through a series of lessons built around common problems they face when working with patients.

Ultimately the academy will walk your PCCs along the path that every patient takes through care from the initial call through a successfully completed plan of care; or as I call it: achievement of full recovery. 

Since your Patient Care Coordinators are the first and last points of contact for all patients and since many come to you with on-the-job training or no experience in sales or extensive patient management techniques, your success comes from training your front office team.

Now imagine having ME on staff full-time, training your team, your new hires, your managers and MORE...

Imagine how much more certainty you and your team would have IF you had everything you needed to successfully handle MORE patients, right at your finger tips...

What IF you didn't have to constantly guess at what a full schedule would look like, if your front desk took control and responsibility of ensuring that ALL patients got the care they needed and deserved?

What if it was ALL done for you?

And your team had consistent training from someone with a proven history of success.

It's right here and it's just getting started....

The 3 Course Levels within the Academy

Level 1 - How to speak to patients to get results

In their Level 1 training your team will master the role of the Patient Care Coordinator and how to talk to patients to get results. We’ll cover topics like:

  • What it takes to be a Patient Care Coordinator

  • The Path that every Patient takes throughout the course of care and their role in keeping the patient on the path

  • How to talk to people to get results - things to avoid and what to focus on when talking to patients

  • They'll learn about maintaining control, needs vs. wants, being certain, the pain effect and how it can affect your relationship with your patients

  • I'll show you all how to take control of situations, guide the patient to ensure they get the care they need and deserve, and why they need to manage objections.  


Level 2 - Schedule Control

In their Level 2 training, we'll take schedule control and cancellation prevention to a whole new level. We'll begin by mastering schedule control and progress to prevention of same-day cancellations and no-shows. I'll cover the WHY behind every action they take and they'll learn:

  • How to schedule out the plan of care efficiently and effectively​; and how that affects the entire practice.

  • Managing the schedule to make sure that all patients are scheduled for their weekly appointments, how to reschedule effectively, what to say to maintain control of the patient path through care.

  • They'll learn about my highly effective and easy to use Missed Visit Policy.

  • And they'll learn about why it's essential that they prevent cancellations instead of having to react to them and charge the fee.

  • The goal of the Cancellation Prevention Program is to ensure proper patient management and the prevention of same-day cancellations a no-shows while maintaining control of the schedule AND the practice-to-patient relationship.

"The Academy delivers immediate RESULTS!


Our Patient Care Coordinator (PCC) team enjoys the training, is able demonstrate clear understanding of the material presented, AND easily implements right away! The best thing about this is that our patients are benefitting too.


Thank you, Dee!"

Cheryl Howard, DPT
Private  Practice Owner
Innovative Physical Therapy Solution, Watertown, NY


Level 3 - New Patient Conversions

In their Level 3 training, it's all about the initial call with your new patient leads and your PCCs role and responsibility toward new patient conversions. This is where practices begin to improve expansion and begin to build patients for life.


I've found that the better your front desk team knows how to increase communication, build trust, and develop a relationship with your potential patient leads, the more successful the long-term relationship with them is. Building a Patient-For-Life is all about the initial call. In this course, they'll learn:

  • The importance of the initial call​
  • How to control the patient path from the start

  • The 5 Key Questions that increase conversions

  • How to properly offer evaluation appointments and how to handle objections to time, money, and uncertainty. 

  • How to be a master at new patient arrivals using some simple tips and tricks

  • How to script every conversation with the new patient to increase the PCCs credibility and level of respect. 

  • How to handle the discussion about money - from the basic discussion of insurance benefits and patient responsibility to advanced training about how to handle out-of-network and private-pay patients to get the sale.

What's next?

There's never the right time to get started, so sign up and make a plan to start today.  Let my proven training and systems help your Patient Care Coordinators ensure that patients receive the care they need and deserve.

Give them the tools to handle some of the biggest issues that plague the private practice world, sign up and get started today.


Don't want to waste time creating the training on your own, click the link to get started right away!


Jay Schultz, DPT
Private  Practice Owner
Schultz PT, Louisiana

"Dee's front desk online training program is exactly what we have been needing as an organization.  


The training is very structured, methodical, and organized.  


Dee has a great way to simplify and explain things to your front office personnel.  


Now our patient care coordinators and other front office personnel will deliver from a more consistent and standardized approach, which is nice on management and the bottom line."


Frank Cawley, PT
Private Practice Owner
Cawley PT + Rehab, Pennsylvania

"Dee is a master when it comes to the training and educating of your front desk team!!  


The training platform has given our team the advantage we need to control the conversations, get patients on the schedule, and win the cancellation/no show battle!!  


If you are looking for a system to get your patients on the schedule and in the door consistently, look no further than FYFD!!  


Thanks Dee!!"


Eric Gibbs, PT
Private  Practice Owner
Med Center Therapy Aquatic + PT, Texas

“Dee Bills, I just want to thank you from the bottom of my heart for your front desk system.


We all have onboarding that we do with our new employees and then we wonder why in a few weeks they leave. It is always been a lack of complete training.


I have had 2 new staff members this week, spend about 12 hours so far, and have said this is the best and most complete training they have ever had.


Thanks again for making the best onboarding program for the front desk, at an affordable cost.”

** The Front Office Training Academy was formerly Fix Your Front Desk and is being rebuilt and rebranded in the coming weeks (due Sept 2021). For those who sign up before the rebrand and rebuild is complete, you may notice the change. But don't let that stop from getting started today. The Academy gets results and it's only going to to continue to improve. 

There's never a perfect time to train your team. They should be learning constantly. Success occurs when everyone is trained!