The Core Methodology

"Everything centers around these three core emotions.
Build a team of Patient Whisperers
know how to handle difficult patients
stay centered in tricky encounters
create consistent, exceptional patient experiences
convert, satisfy, and retain patients
The Learning Journey
Have you heard of Ebbinghaus’ forgetting curve?
We created this series to empower your team to absorb and master the people skills that will make them better at their job (and life!).
The science behind why it works
Effective learning is not an 'event' that people 'do' it's a journey that we live. This scientific learning method includes four stages in our upSKILLer's journey:
1. Knowledge (Learn)
We start with the immersive masterclass The Art of Soft Skills to change perspective and define beliefs. Then, everyone continues to learn through our weekly series.
2. Repetition (Refresh)
Studies show that repetition combats that 'forgetting curve' that leaves us with only 10% of what we learned. We continually repeat and refresh information in our weekly series so all your team has to do is show up and become masters of soft skills.
3. Retrieval (Recall)
Established by nearly 100 years of research, “retrieval practice” is a learning strategy where we focus on getting information out. By calling information to mind, our memory is strengthened and forgetting is less likely to occur. This series + plus our weekly membership includes exercises for your team to retrieve the information they've absorbed in simple, non-graded self-assessments.
4. Application (Practical use)
Studies also show us that we cannot fully absorb information until it is put to use in 'real life.' Each week there's a personal challenge to find ways to use each belief or skill with patients (and other people!) to convert knowledge into habit.
STEP 1 Foundation Masterclass
START: Mindset reset + culture pivot
SUSTAIN: New hire onboarding
10 grounding beliefs
For: Everyone
This masterclass helped my team reframe their mindset about conversions and sales - and understand the difference between ‘being and feeling' in patient care.
Your explanations helped them appreciate the impact of education and offering technology to our patients in a whole new way. Thank you!"
Myra Cherchio, COMT, COE, Practice Administrator, See Vision Eye Institute
STEP 2 Weekly Microlearning
ONGOING: People skills for a better team culture and exceptional patient experiences
See it now: Watch a weekly upSKILL
Soft skills that make work and life better.
For everyone who works with patients - or interacts with humans.
For everyone who works with patients - or interacts with humans.
8 minutes each week
ongoing via the app with easy face ID, custom reminders, pick up where you left off, progress reports for management
Master one skill at a time
by learning the science behind it and how to apply it to patient care (and life)
Feels like social media
Your team will actually enjoy and thank you for their membership: it feels like an inspiring scroll, not boring training.
Practical application
Topic library
Real scenarios
Step-by-step actions
Example scripts
Real scenarios
Step-by-step actions
Example scripts
Weekly Topics Include:
How to Soothe the Upset Patient
(or Anyone!)
(or Anyone!)
Understanding Other Personality Types
The Power of Body Language
Controlling Your Own Energy (Your Superpower)
How to Say No, Nicely
Replace "I'm Sorry" with "Thank You"
Small Talk Skills (Create Meaningful Connection)
I love the weekly upskills because there's a lot of takeaway that I can use not only in my professional life but in my everyday life as well...
I like when you bring the science behind emotions into it...
It's honestly changed how I communicate with people on a day-to-day basis, ever since I started it.
Victoria, Patient Counselor, upSKILLery Teams Member
STEP 3 Role-based or Situational Training
As Needed or Role-Specific
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
How do you know if your team needs
soft skills training?
97%
of team learners say that they feel more confident, empowered, and fulfilled as an upSKILLery member (2).
The weekly upSKILLs are the perfect amount of time, I can fit it in wherever during my week.
They're little bite-sized nuggets, and there's not been a single topic that I tuned out or didn't think I needed to hear - even if it was something that was just a great reminder."
Julia Osowski, OD, upSKILLery TEAMS member
Weekly Topics Include:
It's gotta be easy to use.
Dashboards, manager access levels, easy set-up, and more.
Write your awesome label here.
upSKILLery fills a big hole for us when it comes to culture, investing in our team, and soft skills training. We are so proud to offer this type of professional development, it truly feels like a gift for our team that shows them we care about empowering them and giving them the tools to truly succeed - not just at work but in life."
Kate Landis, OD, Practice Owner
upSKILLery Mid-Size Teams Membership
Numbers don't lie.
We are passionate about upSKILLing for a reason. We love people. We also love being successful. It does both.
21%
increase in surgery conversions
after soft skills + conversion training for our own patient care team & counseling doctors (3).
25%
decrease in
cost per lead
year-over-year AND leads were up by
22% after using our emotional marketing strategies (4).
22% after using our emotional marketing strategies (4).
+ 180
Five Star
Reviews
Increased Google rating from 4.6 to 4.8 and 95 to 278 reviews in under one year after implementing our review system (5).
ACCESS
Anywhere, anytime learning experiences: desktop or app
We (and our teams) are busy, so we knew this had to be easy, convenient, and do-able to work.
Convenient notifications
Easy Face ID login
Custom reminders
Easy Face ID login
Custom reminders
Write your awesome label here.
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.
See if upSKILLery is the tool that will make your life easier. What feels best?
See if upSKILLery is the tool that will make your life easier. What feels best?
Get Inside
Test the format, sample the content, get a feel for the user experience.
Take a Tour
Let us show you around with a quick walk-through of upSKILLery.
Talk to an Expert
Get a FREE custom recommendation for you & your practice goals!
(1) Post training learner experience survey, The Art of Soft Skills: Connection & Conversion Counseling
(2) 15-week learner experience survey, Mastering Soft Skills: Weekly
(3) YOY Data Case Study
(4) YOY Client Data Provided
(5) Client Case Study
(2) 15-week learner experience survey, Mastering Soft Skills: Weekly
(3) YOY Data Case Study
(4) YOY Client Data Provided
(5) Client Case Study
Everyone needs training for their practice.
And a way to deliver it. And a way to keep up with it. The Patient Whisperers did too.
The Problem
But everyone hates 'online courses.'
(So did we!) Doesn't EVERYONE get the *ick* when they hear the word 'modules'?!?
Once-and-done events just don't stick.
Everyone gets all excited, then it fades into routine or gets added to a to-do list.
So we decided to fix this problem.
We made a non-boring, interactive source of guidance, training, and inspiration - basically, what WE would have wanted in our own practice.
The Solution
It's actually enjoyable.
Team learning is broken into short sessions with interaction and content that feels like a conversation.
Backed by science.
We used the Design Thinking for Training & Development methodology for human-centered learning.
It's ongoing.
Start as a group or on-demand individually, onboard new team members and keep everyone inspired with short weekly doses.