Course curriculum

    1. DAY 1: Introduction and training starter

    2. DAY 1: Being an effective call center agent

    3. DAY 1: Culture and Language Training

    4. DAY 1: Active listening and Communication Skills

    5. DAY 1: Active listening for Customer Service Agents

    6. DAY 1: Call listening I

    7. DAY 1: Call listening II

    8. DAY 1: Call listening III

    9. DAY 1: Introduction to Appointment Setting

    10. DAY 1: Classic Vision Care Site Navigation

    11. DAY 1: Appointment Setting

    12. DAY 1: CVC System Navigation (Eye Cloud Pro)

    13. DAY 1: Eye Cloud Pro Logging in and Home Screen

    14. DAY 1: Eye Cloud Pro Patient Home Screen

    15. DAY 1: Eye Cloud Pro Scheduling an appointment

    16. DAY 1: ECP The Dashboard

    17. DAY 1: Linking patients

    18. DAY 1: ECP Navigation & Tips

    19. DAY 2: The Art of Active Listening

    20. DAY 2: DialPad

    21. DAY 2: Dialpad guide

    22. DAY 2 Quiz: Active LIstening

    23. DAY 2: Think before you speak, hack your communication skills.

    24. DAY 2: Showing confidence on the phone

    25. DAY 3: Insurance: Understanding the Fundamentals

    26. DAY 3: What is Vision Insurance

    27. DAY 3: How does Health Insurance Work

    28. DAY 3: Health Insurance Terminology

    29. DAY 3: HMO, PPO, HDHP and EPO explained.

    30. DAY 3: Insurance: In and Out of Network

    31. DAY 3: Gathering Insurance

    32. DAY 4: The Eye: Introduction

    33. DAY 4: Optometry 101

    34. DAY 4: How does the Eye Work

    35. DAY 4: Floaters & Flashes and Retinal Detachment

    36. DAY 4: Dry Eye Treatment

    37. DAY 4: How to read an Eye Prescription

    38. DAY 4: Identifying Eye Emergencies

    39. DAY 4: Eye Floaters and Flashes

    40. DAY 4: Signs of retinal detachment

    41. DAY 4: Assignment CVC Appointment setting, insurance gathering and eye emergencies

    42. DAY 5: Communication techniques: Think fast, talk smart

    43. DAY 5: The power of listening

    44. DAY 5: How to show empathy in different scenarios

    45. DAY 5: Want to learn better? Start mind mapping

    46. Mind maps explained

    47. DAY 5 Assignment: Mind Mapping "Customer Service Training"

    48. WEEK 1 Assignment: Case Study Investigation

    49. WEEK 1: Call handling and scripts

    1. WEEK 2: Stop studying , Start learning

    2. WEEK 2: Higher Thinking I

    3. WEEK 2 Assignment: Learning Journal

    4. WEEK 2: Biases.

    5. WEEK 2: Making Assumptions

    6. WEEK 2: Critical Thinking. Are you biased?

    7. WEEK 2: Higher Thinking I TEST

    8. WEEK 2: Posting Claims

    9. WEEK 2: Recalls

    10. WEEK 2: Ordering Glasess and CLs

    11. WEEK 2: CVC Contact lenses pickup vs I&R

    12. WEEK 2: Phone scripts for CL ordering, reminders, appointment confirmation

    13. WEEK 2 Assignment: Mind Map "Enhancing the Patient Experience"

    14. WEEK 2 Assignment: Cognitive Bias Awareness

    15. WEEK 2 Assignment: Cancellations and Reschedules

    1. WEEK 3 : Higher Thinking II : Identifying Assumptions in Human interactions

    2. WEEK 3: Iceberg thinking

    3. WEEK 3: Implicit Association Test

    4. WEEK 3: Higher Thinking II Test

    5. WEEK 3: How to get your brain to focus

    6. WEEK 3 Assignment: Mind Map "Effective Communication"

    7. WEEK 3 Assignment: Cognitive Bias Awareness

    8. WEEK 3 Assignment: Building your own training toolkit

    9. Training Survey

    1. WEEK 4: Higher Thinking III: The impact of lack of critical thinking in customer service

    2. WEEK 4: Higher Thinking III Test

    3. WEEK 4 Assignment: Mind Map "Appointment Workflow Optimization"

    4. WEEK 4 Assignment: Cognitive Bias Awareness

    5. WEEK 4 Assignment: Getting to the Root of It.

    1. WEEK 5: Higher Thinking 4: Developing Critical Thinking Skills

    2. WEEK 5 Assignment: Cognitive Bias Awareness

    3. WEEK 5: How to learn anything

    4. WEEK 5: Critical Thinking, Thinking with Hats

    5. WEEK 5: Higher Thinking IV Test

    6. WEEK 5 Assignment: Mind Map : "Adaptive learning"

    7. WEEK 5 Assignment: The Complaint Audit

    1. WEEK 6: Higher Thinking V: Applied Critical Thinking

    2. WEEK 6: Higher Thinking : Developing a Growth Mindset

    3. WEEK 6: Moving from a Problem-Focused to Solution-Focused Mindset

    4. WEEK 6: Grit and Perseverance

    5. WEEK 6: Higher Thinking V Tests

    6. WEEK 6: Critical Thinking: The 4 Stages of Competence

    7. WEEK 6 Assignment: Mind Map: "Applying Critical Thinking Skills in the workplace"

    8. WEEK 6 Assignment: Cognitive Bias Awareness

    9. WEEK 6 Assignment: New skill development

    10. Training Survey Final

About this course

  • Free
  • 95 lessons
  • 5.5 hours of video content

Discover your potential, starting today

Enroll today