No Experience? No Problem! Onboarding a Rockstar Scheduling Coordinator

Course Objectives

1. Understand the Value of Hiring for Potential Over Experience
   Learners will recognize the benefits of hiring for attitude, values, and problem-solving ability, even when candidates have no prior dental background.
   
   
2. Develop a 30-60-90 Day Onboarding Plan
   Learners will create and implement a detailed onboarding roadmap that prioritizes hygiene scheduling, terminology, and phone skills before advancing to treatment or financial conversations.
   
   
3. Train Effectively Using Quiet, Structured Time Blocks
   Learners will design a training schedule that uses low-disruption time (e.g., Friday afternoons) to deliver focused, uninterrupted onboarding sessions for new hires.
   
   
4. Teach Scheduling Fundamentals and Production Goals
   Learners will guide new scheduling coordinators to read and manage columns, identify appointment types, and schedule with production goals in mind rather than simply filling holes.
   
   
5. Incorporate Dental Terminology and Insurance Basics
   Learners will integrate foundational training on common dental procedures, insurance frequencies, and limitations to build scheduling confidence and patient communication skills.
   
   
6. Role-Play and Practice Patient Communication
   Learners will use scripts, call scorecards, and role-playing to train team members in tone, professionalism, solution-focused dialogue, and handling objections—before ever picking up the phone.
   
   
7. Train for Multi-Channel Patient Communication
   Learners will train new team members in email and text etiquette, leveraging templates and tools like Grammarly to ensure tone and accuracy in digital interactions.
   
   
8. Use Benchmarks and Feedback Loops to Track Progress
   Learners will establish weekly check-ins and performance evaluations that identify skill gaps, track onboarding milestones, and support new hires through co-discovery and problem-solving.
   
   
9. Promote Critical Thinking and Self-Evaluation
   Learners will apply coaching techniques that prioritize self-reflection and critical thinking over top-down correction, helping coordinators become autonomous problem solvers.
   
   
10. Create a Pathway from Scheduling to Advanced Front Office Roles
    Learners will structure training so that scheduling coordinators build foundational knowledge before moving into check-in, check-out, or treatment coordination roles—ensuring sustainable growth and confidence.