CA Webinar: Front Desk First Impressions - Where Trust Begins

The Art of Connection: Mastering Patient Rapport from the First Hello

Hosted by Susan Schofield
📅 Tuesday, May 5 | ⏰ 12pm EST

How your office answers the phone — and what happens next — can either build trust… or build resistance.

Join me this Tuesday for my next CA Webinar, where we’re focusing on something that’s often overlooked: The Techniques That Jumpstart Patient Rapport — and why your team needs them now more than ever.

Here’s the truth: most people don’t come into your office relaxed, open, and ready. They’re unsure. They’ve Googled too much. They’ve been talked at, not listened to.

And your team? They’re often left navigating that tension without clear tools.

I see it all the time

• The phone rings, and no one’s quite sure how to own the energy of that first call
• New patients show up unsure of what to expect — and get handed a clipboard instead of a connection
• CAs mean well, but fall into robotic scripts that feel rushed or impersonal
• The doctor ends up re-explaining what the CA could’ve set up smoothly
• Objections get deflected instead of diffused — and trust is lost before care even begins

When teams feel unsure of what to say or how to say it, the result is hesitation, confusion, and missed opportunities.

This training eliminates that.

In this webinar, I’ll walk your team through how to build connection that lasts — starting from that very first interaction.

We’ll cover:

• Scripting phone greetings that calm nerves and create immediate connection
• The body language, tone, and pace that help patients feel safe before a word is said
• Active listening skills that turn concerns into clarity and hesitation into trust
• A clear walk-through of how to confidently orient new patients when they arrive — so they know what to expect, feel reassured, and understand the process ahead
• Techniques to ensure your CAs feel confident guiding patients, not just collecting paperwork
• The “Inform Before You Perform” strategy that pre-frames expectations and reduces objections

This isn’t fluff. This is about setting your team up to shine — so patients stick, referrals flow, and you stop losing energy to miscommunications and mixed signals.

Airdate: May 5th, 2025