Phone Etiquette & Call Handling
How to represent Advanced Vision Care professionally on every call: answering standards, tone and active listening, holds and transfers, handling appointment / prescription / insurance calls, protecting patient information on the phone, de-escalating difficult callers, and taking accurate messages. Includes a certification quiz.
| Responsible | OdooBot |
|---|---|
| Last Update | 09/19/2026 |
| Members | 3 |
-
Module 1: The Phone Is the Front Door2Lessons ·
-
Why every call mattersNew
-
Tone, pace, and the "smile you can hear"New
-
-
Module 2: Answering & Directing Calls2Lessons ·
-
The standard greetingNew
-
Holds and transfers done rightNew
-
-
Module 3: Handling Common Call Types2Lessons ·
-
Scheduling and confirming appointmentsNew
-
Prescriptions, refills, and insurance questionsNew
-
-
Module 4: Protecting Patient Information on the Phone1Lessons ·
-
Verify identity before sharing anythingNew
-
-
Module 5: Difficult Callers & Closing the Call2Lessons ·
-
De-escalating an upset callerNew
-
Taking messages and closing wellNew
-
-
Real Call Scenarios (Practice)6Lessons ·
-
How to use these scenariosNew
-
Scenario 1: Answering the phoneNew
-
Scenario 2: Protecting patient informationNew
-
Scenario 3: The upset callerNew
-
Scenario 4: Recognizing an urgent callNew
-
What would you do?New
-
-
Module 6: Certification Quiz1Lessons ·
-
Phone Etiquette Certification QuizNew 10 xp
-