MASTERCLASS  

The Art of Soft Skills:  
Phones #1  | Mindset

Set YOUR own energy and lead calls with confidence! Feel empowered to guide callers with confidence so they feel connected, informed, and safe.
   50 minutes
   
Mindset + The First Impression
   For anyone who interacts with patients over the phone
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This is  for :

  Anyone who answers the phone or interacts with patients on the phone

What you will  gain :

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The confidence to handle any caller with ease & certainty
The ability to connect right away - making callers FEEL connected, informed & safe 
Empowerment to fulfill needs, resolve issues, and convert patients
Fulfillment through creating consistently amazing patient/caller experiences
My new phone rep has blossomed through these phone training sessions! Her passion, confidence, and drive have dramatically increased. This training was so easy to implement (nearly hands-off for me!) and I love seeing her comfortable in her skillset and knowledge."
Amy R., Patient Care Specialist Team Lead
 Custom upSKILLery LMS Team Membership

Perspectives and  skills  inside

Learn, upSKILL, be inspired

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  • How does it feel? A personal experience exercise (We're patients too!)
  • You're important: feeling good about your role
  • Clarity on the point of every call: how to lead each caller
  • Keeping it simple with core emotions: patients just need to FEEL connected, informed, and safe
  • How to connect first, do second
  • Exercise: What's their POV? Understanding the caller's perspective
  • Set the tone in seconds: nail the first impression
  • The secret to keeping your energy positive, no matter what's on the other end of the line
  • How to keep negative caller emotions from affecting you
  • Confidently handle any call, even when you don't have the answers or know how to help
did you know?
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Consumer studies show us that:

40%

A single poor phone experience drives away 40% of people(1).

66%

66% will switch providers after bad customer service on the phone(1).

86%

86% of people say empathy & human connection are more important than speed in delivering excellent service(1).

10-15x

Phone calls convert to revenue 10-15x more than web leads(2).

 Topic  Soft Skills on The Phone 

We tend to think of our jobs as our 'doing' (the hard skills), but in reality, what sets us apart is in our 'being' (the soft skills).

Connecting on the phone is no easy job, yet it is absolutely one of the most important roles in practice. 

On every phone call, you are representing the entire team, the entire practice. Even if your interaction is small and you're just answering and transferring, it's a first impression, it sets the tone... it is either positive or negative, make or break.
 
These sessions are all about how we can 'be' who callers, patients or potential patients, need us to 'be' for them on the phone and confidently represent our practice no matter what we are presented with on the other end of the phone.
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We'll follow a natural progression of "I believe... therefore I do... so they (patients) feel..." that enables us to connect and convert in a pure and genuine way.

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Our Phone Goals
"Our job is not to answer the phone. Our job is to warmly welcome every caller in those first few seconds."
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Core Emotions: Connect First, Do Second
"Our goals are to connect, convert, and satisfy."
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You Are The First Impression
"Tone accounts for 86% of how someone feels about our call, words only impact the remaining 14% of how they feel."
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5 Keys to A Power Mindset
"When you step back and realize that any negative emotions coming through the phone have nothing to do with you and quit taking it personally, you're able to keep YOUR energy in tact which then WILL rub off on the caller."

 Session 
What happens

When?

One Quick 50-Min Session

[More phone sessions in this series coming soon!] Everyone is busy in practice. This masterclass is on-demand to fit your schedule. Each session hits hard and is completely relevant to empowering your daily interactions. 
WHAT?

Watch & Engage With Interactive Exercises

Through an interactive virtual session we'll shift perspective, set goals, define our roles, and walk through exactly how we create an exceptional first impression on every phone call. 
WHO?

Everyone Interacts On The Phone

Soft skills are people skills, life skills - they make our lives easier. Anyone who interacts with others on the phone will benefit from and appreciate these sessions: Call center, front desk, patient care counselors, schedulers, billing support, etc.

 What  is inside?

Take your career and
expertise to a new level!

Virtual Training Session

Short, on-demand videos guide you every step of the way.

Real Scenarios

See the skills in action & connect the dots through real patient examples.

Mindset Cheat Sheet

One sheet to build habits & create consistency

Handout Worksheet

Print, make notes, follow along & reference back to - it is all yours!

Easy Navigation

Find what you need when you need it
After these training sessions, I feel so much more confident and comfortable with interacting with patients not only on the phone but in person as well! The step-by-step 'anatomy' of a phone call and the Habit Builder have helped me a lot! They've allowed me to celebrate what I do well and focus on what I can improve. This has built my confidence!"
Jackie O., Patient Care Coordinator
 Custom upSKILLery LMS Team Membership

This upSKILL

What's inside? Take a look around!

 soft skills program 

This is part of the Soft Skills Team Experience

A training vault valued at over 40K. On demand. New drops. Members-only access.

 what's next 

Curious? If you have questions, we've got you.

We were always careful with where we spent our $ and what we put in front of our team.
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1. Five9 2025 Customer Experience Report; 2. BIA/Kelsey