Milan Eye Center

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Course curriculum

1. Course Timeline
2. Providers and Intro
3. Call Flow
4. Fundamentals and Scripts
5. Vocabulary building (Daily)
6. Bring them in
7. Red Flags
8. Call Flow Checklist
9. Recall verbiage
10. Call flow Quiz
1. Triage guidelines
2. NEW Triage Grid
3. Processes and recalls
4. Assignment: Triage
5. NEW Leads SOP
6. Call Triage Quiz
1. Appointment Types
2. Assignment: Appointment Types
3. NEW LASIK Script
4. Appointments Quiz
1. NEW IMS Training
2. IMS Guide
3. IMS Patient Portal Guide
4. IMS Complete Manual
5. NEW Downloadable Insurance Grid
1. Scheduling Guidelines
2. NEW Confirmation Verbiage for Reminders
3. NEW Scheduling Overview
4. Scheduling and Appointment Quiz
1. FAQs
2. Provider cheatsheet
3. Assignment: Call Flow (Recalls)
4. Scheduling Quiz
1. Transferring Calls
1. Insurance Training 101
1. NEW The Eye
2. NEW Cornea and other conditions treatment
3. Definite Guide to Cataract Surgery
4. NEW What to expect after Cataract Surgery
5. Cataract
6. NEW Cataract / Lens Options Part 1
7. NEW Cataract / Lens Options Part 2
8. Assignment: Cataract Presentation
9. YAG Training
10. Post Op Eye Drops
11. Eye Conditions Quiz
1. LASIK / PRK
2. Assignment: LASIK Presentation
3. Laser
4. NEW Laser Training
5. LASIK/ICL/RLE/CATARACT differences
6. NEW Evo Implantable Collamer Lens (ICL)
7. Assignment: Presentation
8. Glaucoma
9. NEW Glaucoma info
10. NEW Glaucoma training with Dr Phillip Garza
11. Assignment: Glaucoma Presentation
12. Cyclo G6 Glaucoma Laser Treatment FAQ
13. Eye Conditions II Quiz
1. Narrow Angles
2. RLE
3. Oculoplastics
4. NEW Oculoplastics 101
5. NEW Oculoplastics and Cosmetics
6. Assignment: Oculoplastics Presentation
7. Keratoconus
8. Assignment: Keratoconus Presentation
9. Eye Conditions Quizz III
1. Corneal Cross-linking
2. Ptergyum
3. NEW Ptergyum Training
4. Assignment: Presentation
5. Corneal Transplant
6. NEW Keratoplasty
7. Assignment: Presentation ( Corneal Transplant)
8. Salzmann´s Nodules
9. NEW Salzmann´s Nodules Training
10. Diabetic Retinopathy
11. NEW Diabetic Retinopathy vids
12. Assignment: Presentation
13. Eye Conditions Quiz IV
1. Macular Degeneration
2. Macular Degeneration 101
3. Assignment: Macular Degeneration
4. Dry Eyes
5. Obagi
6. Other Conditions
7. Work-up
8. Assignment: Presentation
9. ILux
10. Eye Conditions Quiz V
1. Assignment: Integrating Concepts
1. Abbreviations list
2. Terminology
3. Terminology Quiz
1. MD / OD Preferences
2. Addresses and map
3. NEW Vonage Training Videos
4. Vonage IMS Support
5. NEW Affiliate Doctors and Referrals
6. NEW Vonage CX Express/ Elevattee - Agent Guide
7. NEW Quick MEC location Map
1. Glaucoma Quiz
2. Glaucoma Quiz 2
3. Cataract Quiz
4. Laser Quiz
5. Lasik Quiz
6. Narrow Angles Quiz
7. Refractive Lens Exchange Quiz
8. Oculoplastics Quiz 1
9. Oculoplastics Quiz 2
10. Keratoconus Quiz 1
11. Keratoconus Quiz 2
12. Pterygium Quiz
13. Corneal Transplant Quiz
14. Salzmann´s Nodules Quiz
15. Diabetic Rinopathy Quiz
16. Macular Degeneration Quiz
17. Obagi Quiz
18. Other conditions Quiz
1. Recall and Recap (how-to) (FOR TRAINERS)
2. Weekly Problem Based Scenario 1: Communication Styles
3. Iceberg Thinking
4. Weekly Problem Based Scenario 2 Assignment: Mind Map: Communication and Active listening
5. Cognitive Bias Awareness
6. Weekly Problem Based Scenario 3: Summarizing information effectively
7. Applying Critical Thinking
8. Weekly Problem Based Scenario 4: Enhancing Customer Experiences Through Attentive Service
9. Getting to the Root of It and the Five Whys
10. Weekly Problem Based Scenario 5: Maintaining Empathy during Busy and Stressful Times
11. Applying higher thinking on daily interactions
1. Scheduling: Bring them in
2. Introduction (pearls)
3. Introduction Quiz
4. Terminology
5. Spaced Repetition Learning schedule for Appointment Types
6. Terminology Learning Plan ( spaced repetition based)
7. Triage Explained
8. Triage Quiz
9. How to Schedule
10. Assignment (Scheduling)
11. Appointment Types
12. Systems Training I : IMS Guide
13. Systems Training II : IMS Patient Portal Guide
14. Problem Based Scenario : Summarizing information effectively
15. Terminology Assessment I ( eye parts)
16. Terminology Assessment II (Quiz)
17. Insurance Checklist
18. Insurance 101
19. Problem Based Scenario : Enhancing Customer Experiences
20. Conditions: Cataract
21. Conditions: Definite Guide to Cataract Surgery
22. Conditions: What to expect after Cataract Surgery
23. Conditions: Cataract Quiz
24. Conditions: Assignment: Cataract Presentation
25. Conditions: Corneal Transplant
26. Conditions: Corneal Transplant Quiz
27. Conditions: Dry Eyes
28. Conditions: Lasik / PRK
29. Conditions: Salzmann´s Nodules
30. Conditions: RLE (Prelex) / ICL
31. Conditions: Glaucoma
32. Conditions: Lasers
33. Conditions: Narrow Angles
34. Conditions: Ptergyum
35. Conditions: Macular Degeneration
36. Conditions: Keratoconus
37. Conditions: Diabetic Retinopathy
38. Eye Conditions Quiz I
39. Eye Conditions Quiz II
40. Eye Conditions Quizz III
41. Eye Conditions Quiz IV
42. Eye Conditions Quiz V

About this course

Free
173 lessons
6.5 hours of video content

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Milan Eye Center

Course curriculum

Introduction and Call Flow

Call Triage

Appointment Types

IMS

Appointment Scheduling I

Appointment Scheduling II

Call Transfers

Insurance

Eye Conditions and Treatments I

Eye Conditions and Treatments II

Eye Conditions and Treatments III

Eye Conditions and Treatments IV

Eye Conditions and Treatments V

Integrating Concepts

Abbreviations & Terminology

FAQs

Quizzes

Higher Thinking applied

Woodhams Eye Clinic

About this course

Discover your potential, starting today