You're a good leader.
You just need the right tools.

You're in the right place.

You love your people: 
your team + your patients.
You also want to be really successful.

It's ok. One doesn't have to cancel out the other.

Our founders did too.
That's why upSKILLery exists.

created by The Patient Whisperers

How do you know if your team needs soft skills (patient experience) training?

If you say "Yes!" to any of these bullets, this investment will pay off. Big time.
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  • Your team is technically proficient, but lacks excellent people skills.
  • You have good people who care, but still get occasional patient complaints.
  • Your team is kind and caring, but you need conversions and growth. (Soft skills allow your team to 'sell without selling' in a way that feels good to everyone.)
  • Your new hire onboarding is missing standards + training for patient experience and 'being', not just 'doing'.
  • You lack confidence that your patients get the same standard of experience with all team members.
  • You can't be everywhere at once; you need your team to handle situations like you would.
  • You have young/new leaders who need help investing in their teams.
  • You want happier patients or better online reviews.
  • You want to grow revenue: soft skills are what 'sells' us for higher conversions and create exceptional experiences that generate word-of-mouth and good social proof online.
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"Our secret to success was simple at its core: 

Prioritize people. Our patients. Our team. Ourselves.

This is the only way to truly succeed and feel good about it at the same time."

Christine & Lauren, The Patient Whisperers, Founders of upSKILLery
 THE PROBLEM 

We all know that managing people
is the hardest part of our job.

(People are the best... and the worst. The stakes are high!)

A
one-star review

Patient left mad, someone tells you. Too late. Now you're doing damage control.
Just one negative review turns away up to 22% of patients looking for a provider2.

The
upset patient

When everything escalates to us, we're always putting out fires. Can't get anything done.
One unhappy patient tells 9–15 people you're the worst3.

Good transaction,
meh experience

You can't be everywhere at once, so patient experience is all over the place.
How they feel treated by our team is the #1 reason patients leave unhappy reviews or file malpractice claims4.

Team drama

LOVE the team. Also, how much of our day is taken up by listening, guiding, resolving conflict?!?
When just one team member underperforms, team engagement can drop by 34%, and overall productivity can fall by about 20%5.

Onboarding + training

No system? Hard on us and leaves new team members unsupported (and set up to fail!).
89% of recruiters say when a hire doesn't work out, it usually comes down to a lack of soft skills6. This costs: 1-2x7 an employee's yearly salary or $1,500 for an hourly worker.

Growth + goals

We're selling ourselves and how we can make life better for every patient, every day. You get it! But you need everyone on your team to understand this also. 
95% of spending decisions are made in the emotional area of the brain8.
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 THE DREAM 

Build a team of superstar patient whisperers

who know how to 
  • make patients fall in love  with them
  • handle any situation that's thrown at them 
  • achieve your highest goals  
from front desk to doctors!
 WHAT YOU NEED 

Nope. We can't clone you.
But we can train your team to handle patients like you would (and work together in harmony).

When your team is armed with people skills (relational intelligence that's specifically applied to healthcare), it makes your life a whole lot easier AND helps you reach your goals.
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  • Soothe upset patients before they escalate (less damage control!)

  • Keep patients beyond happy in the first place (less upset patient issues)

  • Create passionately loyal connections (keep patients coming back)

  • Deliver consistently phenomenal patient experiences (word-of-mouth that spreads like wildfire)

  • Appreciate each other's differences and strengths (less team drama and conflict to deal with; more productivity)

  • Sell (without selling) in the purest sense (conversions + growth take care of themselves!)

 THE SOLUTION 

Meet your people problem solver:
upSKILLery®

A virtual team training membership that's sustainable (and doesn't suck).

The only online learning platform completely focused on the non-clinical, people side of healthcare.
  • training for everyone who interacts with patients or people
  • memberships for leadership or teams
  • created by healthcare leaders, for healthcare leaders
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Virtual
Group Workshop Sessions

Preview the content, print the handouts, gather your team, hit play + work through the training + exercises together.

Scenario or
Role-Based
Topic Library

From upset patients, to phones, to conversions, use the topic library in a group OR simply assign training directly.

Ongoing
Weekly Microlearning

Weekly videos drop in the app (8 min or less) for a complete mastery of soft skills! Learn, refresh, stay inspired, stay sharp.

Management Accountability Dashboard

Member admin + delegated team leaders have full transparency dashboard access: view activity, progress, and certificates.

upSKILLs

training vault value

learner rating

Join the community.
Memberships that fit you + your team.

For all specialties that serve... people.

Because upSKILLs are focused on the human emotions that apply to all patient types, our members include passionate people from: Ophthalmology, Optometry, Direct Primary Care, Plastics, Aesthetics, Dentistry, Chiropractic, and health professionals from various networks and organizations.
 THE CORE 

Our methodology

by The Patient Whisperers

"Everything centers around these three core emotions. If our team feels these three things and knows how to make our patients feel these three things, it solves all our people problems. We will have a thriving culture, retain our superstars, create exceptional patient experiences... THEN referrals, retention, and conversions will all take care of themselves." 
- Christine & Lauren, The Patient Whisperers
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"When your team knows how to instantly make patients think

'I like you,' 'you care about me,' and 'I trust you'

your people problems are solved."

Christine & Lauren, The Patient Whisperers, Founders of upSKILLery
 HOW IT WORKs 

Watch your team upSKILL
without adding more work to your plate

Here's what it looks like to follow our training path.

 STEP 1 
 Kickoff + New Hire Onboarding 

Transform, reset, or unify your team's mindset + beliefs in 90 minutes

The Art of Soft Skills: Foundation Mindset

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 Instructors: The Patient Whisperers
 For: Everyone on your team
  When: Group workshop at start + new hire onboarding
  What: Virtual Training Video + Interactive Exercises
 How: On demand in 1, 90-minute session 

Watch what your team would experience
(clips from this session, 8:11):

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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
 upSKILLery TEAMS Membership

 STEP 2 
 Train + Maintain 

Now, everyone will master people skills & relational intelligence in 8 minutes or less each week

Ongoing weekly microlearning:
Learn, refresh, stay inspired, stay sharp.

 Culture of excellence
 Exceptional patient experiences
 Goals achieved

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.

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)

Watch a FULL weekly session (6:08)!
Pause + zoom for a closer look.

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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 (find help easily!)
 Real scenarios
 Step-by-step actions
 Example scripts
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"Our team USES this! Our membership usage rate on the weekly videos is 73%, which is incredible. 

The week on eye contact was so simple, but the difference it made is HUGE! These are

the skills that set our practice apart.

upSKILLery sets a universal standard of soft skills in our practice."

Leylan, Practice Manager
 upSKILLery TEAMS Membership

Join the community.
Memberships that fit you + your team.

 STEP 3 
 Scenario or Role-Based Training 

Focus on specific roles or situations
on demand, any time.

Easy to assign, manage progress, & view/print certificates.

When: Any time

Training whenever you need it, on-demand. Use to onboard new team members or when people problems pop up. 

What: Special Training

Masterclasses and microlearning, like the Phones series or How to Soothe Upset Patients.

How: Virtual

Use in group workshops or assign to individual learners. Virtual sessions, interactive exercises, worksheet handouts, and cheat sheets.
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MASTERCLASSES

Role-Specific Training

Empowerment that wows, satisfies, or converts every patient.

 For specific roles or team members.
MICROLEARNING

Topic Library

Quick bites adapted from our Weekly series: Mastering Soft Skills

 Solve specific people problems, right when you need them.
MASTERCLASSES

Group Workshops

Create consistent experiences with practice-wide training.

 Empower everyone with essential skills as a group or on demand.
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
 upSKILLery LMS Team Membership

Join the community.
Memberships that fit you + your team.

 The CONTENT 

Engaging. Practical. Applicable.
Learning should be enjoyed.

Your team will actually thank you.
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Studies, Data, Science.

Your team deserves (and finds it fascinating!) to understand the science and psychology behind every people skill.
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Sticky Learning

Cheat sheets, step-by-step actions, acronyms, & more! 
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Humor

GIFs, memes, social content keep it engaging and fun!
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Practical Application

How to apply it to interactions with patients, team members, and friends and family in everyday life.
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 The FORMAT 

Every learning style is supported.

We celebrate and appreciate our upSKILLers.

Cheat Sheets + Handout Worksheets

Learn, absorb, use. Turn knowledge into action.

Interactive
Exercises

Work through viewpoints and practical application.

Short Form
Microlearning

Busy days, short attention spans, maximum impact.

Long Form Virtual Video Sessions

Feels like you're on a Zoom call with The Patient Whisperers!

 The EXPERIENCE 

Real people. Real impact. Real change.

Loved by leaders AND team members.

 WHAT HAPPENS 

Getting started is stress-free. 

Just pick the membership size that fits your team, and we'll take it from there!
It looks like this:
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 Teams Membership
 the results 

People drive success.

There's a reason that online learning is one of the fastest-growing industries in the world. Globally, we know that investing in our team not only feels good, it also produces real, tangible results.

 
Everyone's more fulfilled at work

71%

of team members say job training and development increases their job satisfaction (9).

 
Your team is more engaged

+15%

team members with professional development are up to 15% MORE engaged at work (10).

 
Become more profitable $$$

+29%

strengths-based team development results in up to a 29% increase in business profits (10).

 
Retain your superstars

61%

of team members say 'upskilling' opportunities are an important reason to stay at their job (9).

Join the community.
Memberships that fit you + your team.

 real talk 

A message from the president

Carrie Jacobs, COE
Executive VP of Operations
Chu Vision Institute

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 zoom in 

Features that make your job easier.

Because let's be real, you and your team are really, really busy.
(Our founders know: they were in your shoes)

We're not normal online learning.

We hate modules and 'online training' ourselves, so we've obsessed over making this easy and actually enjoyable.
Member After Login
Personal Progress
Easy Navigation
Leader Dashboard
Accountability Reports
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It's personal. Fits you - and your team.

Everyone's experience feels right for their role and follows their individual upSKILL path.
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You're busy.
So is your team.

Each person has their own login that tracks their own individual progress, so when you get interrupted, you can pick up right where you left off.
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What you need. When you need it.

Guidance by topic for easy navigation through our vault of resources.
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See it all or delegate groups to team leaders.

You're in control with full transparency through your dashboard, so you can see your team's activity any time - or foster a culture of growth and accountability by allowing team managers to monitor their own teams.
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Track motivation and clear progress that's easy to see.

At a glance, see who is upSKILLing and using their membership, motivated to invest in their skill development.

Easy on YOU to use

Masterclasses for Team Workshops, Growth, Marketing, and Management

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On-Demand:
No rush or expiration date. What you need, when you need it.
Easy Navigation:
Picks up where you leave off.
Done-for-You Resources: 
Never start from scratch again - Copy, paste, modify, use!
Do or Delegate: 
Checklists, Cheat Sheets, and Exercises - exactly what action takes you to real results.

Easy on YOU to manage

Full transparency. Clear accountability. Easy check-in.

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Dashboard:
See who enrolled, learning, and investing in their skills.
Communicate:
Copy and paste email announcing your new team membership.
Delegate Accountability: 
Team leaders can view their team's progress and activity.
Stay Engaged:
Automatic team reminders keep them engaged, inspired and upSKILLing.

Easy on YOUR TEAM

We all know, if it's not easy, our team won't use it.

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Browser or App Access: 
On the go upSKILLing.
Face ID:
Easy app login (never forget their password!)
Quick Resume:
Interrupted? Picks up right where they left off.
Notifications: 
Emails let your team know when new upSKILLs are unlocked. 
Custom Reminders:
Each member can set their own reminder schedule.
Quick Bites: 
Weekly microlearning in short doses to fit into a busy clinic schedule.
 real talk 

Why is your team's membership important to you?

Ralph Chu, MD
CEO & Chief Medical Officer
Chu Vision Institute

 Custom upSKILLery LMS Team Membership
 Enrolled in Weekly Soft Skills by The Patient Whisperers
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Join the community.
Memberships that fit you + your team.

 PSSSST... 

Just in case you missed it, membership includes content for leadership.

Since patients are already deciding how they FEEL about you online before they come in the door, The Patient Whisperers also created systems, guides, and masterclasses for how to use emotional branding and marketing to get more patients IN your doors too.

Programs, Systems, and Strategies for Leadership

Reach (and resonate with) more people.

Marketing

It's time your online brand reflects how special your practice is in real life.

Online Conversions

Connect with the emotions of your potential patient.

Social Media

No more posting just to post: see real growth from social media.
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... and more.
... an absolute essential for anyone ready to take social media seriously and do it right for big results... changed our mindset and got us all on the same page to understand what would drive our success...
and we're seeing the results!"
      Layne Meloy, Practice Owner, Emerald Aesthetics and DPC
 THE FORMAT 

What's Inside a Masterclass

Take the guesswork out of marketing and practice growth with proven systems
for you to apply to your unique practice model and vision.
Take the guesswork out of marketing and practice growth with proven systems for you to apply to your unique practice model and vision.

upSKILL Preview

Clear Introduction
Easy Navigation
Virtual Guidance
Program Guidebook

Formulas & Templates

Real Practice Examples

Practical Action Plan

Certificate of Completion

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Pause + zoom for a closer look.

Make the most of your time.

Every upSKILL has a landing page that gives the clear what, why, how, when, who so you know what is
  • for you
  • to delegate to the right team member
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Know what to expect.

Every upSKILL shows you:
  • How long it will take
  • Number of videos
  • If it's in sessions, how many
  • Resource + guide pages
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Big results. Fully outlined programs. Short, simple steps.

No overwhelm or paralysis. Set your own pace.
  • Find what you're looking for fast
  • Pick up exactly where you left off
  • Quickly refer back later
  • See your progress  
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Pause + zoom for a closer look.

Clarity, confidence, relief: coaching by experts.

Each on-demand video session walks you through the program or guide step-by-step:
  • Skip trial and error
  • See real results faster
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Complete proven systems that cut out the guesswork.

Every process, procedure, outline, data point, and how-to breakdown is laid out clearly so you can take a shortcut to your goal - without compromising excellence.
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Steal equations for success. Copy, paste, modify.

Your practice and vision are unique. Proven formulas and templates that guide you, not put you in a cookie-cutter mold.
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See what works. Find inspiration.

Everyone is different, but visualizing the end result or real examples helps everything 'click.'
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Do or delegate. Clear action, quick wins.

Practical action plans and checklists are included in all expert courses to close the gap between point A and point B.
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Celebrate or confirm.

Any time we invest in our own expertise, or make progress towards our goals we believe it's a moment to pause and feel good! This is the moment to pat yourself or your team member on the back.

Join the community.
Memberships that fit you + your team.

 WHO 

Meet the experts

The Patient Whisperers
Christine & Lauren
Former practice leaders leading change by bringing relational intelligence, soft skills + emotional connection into healthcare as authors, speakers, and upSKILL instructors. 
Get to know them here or connect on social media:
Christine Scarlett
Former CMO
From counseling patients, to Director of Patient Experience, to CMO, Christine's worn nearly every 'hat' in a healthcare practice. The driving force? Her love for people... creating exceptional patient experiences and empowering those who serve them.
Lauren Weaver
Former Director of Brand Development
Bringing her PR, branding, social media influencer status, and love of storytelling with her, Lauren turned how we market and build a brand for ourselves in healthcare upside down by redefining how we connect with our patients, both in practice and online.
"I don't have time to create [team] training like this - and couldn't find anything that felt right for my team before now. upSKILLery is training done FOR us, ready to go."
      Emily Collier, Practice Administrator
 upSKILLery TEAMS Member
 JOIN THE COMMUNITY 

Become a practice that upSKILLs.

Pick from two options:

For Leadership Membership

Management-led group training sessions
through your login
+ masterclasses and systems for leaders 

For Teams Memberships

Direct-to-your-people, individual on-demand team training makes it easier on YOU
+ masterclasses and systems for leaders

Membership Options

 for LEADERSHIP 

Management &
Marketing

up to 5 users
249/mo | 0 Set-up Fee
  • Browser + App Access
  • Growth + Marketing  Masterclasses
  • Soft Skills Group Training
  • Ongoing Weekly Team Microlearning with Management Login Access Only
  • NEW upSKILL Drops & Insider Updates
  • Resource Vault
  • Email Support
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 for TEAMS 

Small Team

up to 25 users
497/mo | 1,000 Set-up Fee
Everything in 'Leadership' +
  • Admin + (3) Team Lead Dashboards
  • Soft Skills Individual Access
  • Ongoing Weekly Team Microlearning For All Users with Individual Login Access
  • Individual Team User Progress, Accountability, Completion Certificates
  • Individual/Role Specific Learning Paths
  • Easy Start Onboarding

 for TEAMS 

Mid-Size Team

up to 50 users
797/mo | 1,500 Set-up Fee
Everything in 'Leadership' +
  • Admin + (5) Team Lead Dashboards
  • Soft Skills Individual Access
  • Ongoing Weekly Team Microlearning For All Users with Individual Login Access
  • Individual Team User Progress, Accountability, Completion Certificates
  • Individual/Role Specific Learning Paths
  • Easy Start Onboarding

 for TEAMS 

Large Team

up to 100 users
997/mo | 2,000 Set-up Fee
Everything in 'Leadership' +
  • Admin + (10) Team Lead Dashboards
  • Soft Skills Individual Access
  • Ongoing Weekly Team Microlearning For All Users with Individual Login Access
  • Individual Team User Progress, Accountability, Completion Certificates
  • Individual/Role Specific Learning Paths
  • Easy Start Onboarding

 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.
See if upSKILLery is the tool that will make your life easier. What feels best?

Demo the App

Get inside, tap around, see what your team would see!

Free Resource

Sample an upSKILL, get a quick WIN, see what it's like to upSKILL!

Talk to an Expert

Get a FREE tour + personalized recommendation.
(1) Post-training learner experience survey, The Art of Soft Skills: Connection & Conversion Counseling; (2) Bright Local; (3) White House Office of Consumer Affairs; (4) "Physician–Patient Communication: The Relationship with Malpractice Claims among Primary Care Physicians and Surgeons."; (5) Gallup. State of the American Workplace: Employee Engagement Insights for U.S. Business Leaders. Gallup, Inc., 2013.;  (6) LinkedIn’s 2019 Global Talent Trends report; (7) LinkedIn; (8) Gerald Zaltman, Harvard Business School Professor, How Customers Think: Essential Insights into the Mind of the Market; (9) The American Upskilling Study: Empowering Workers for the Jobs of Tomorrow, Gallup, 2021; (10) Gallup research on strengths-based management practices: 2018 CliftonStrengths® Meta-Analysis Report