Managing a Practice Is More Than Operations, It’s About Creating an Experience Patients Rave About
Managing a medical practice isn’t just about keeping schedules full or putting out fires. It’s about building a team that communicates with confidence, moves with clarity, and consistently delivers the kind of patient experience that makes your practice stand out and makes your life easier.
This workshop is designed to help you do exactly that. Through real-world examples, powerful communication models, and hands-on exercises, you’ll discover how to lead your team in a way that reduces chaos, strengthens connection, and elevates your practice culture from the inside out.
What You’ll Learn in This Hands-On Workshop
Create a team that communicates clearly and confidently
Use the THINK Model to help staff pause before reacting, choose their words with intention, and avoid misunderstandings that frustrate patients.
Handle difficult patient moments with calm and professionalism
Apply the LAST Model to defuse emotion, guide tough conversations, and keep visits efficient and productive.
Give your staff scripts that instantly elevate the patient experience
Equip your team with the Five VIP Scripts that standardize patient greetings, transitions, and support making every interaction feel warm, predictable, and professional.
Coach your team without repeating yourself
Learn a simple, repeatable process for redirecting behavior, reinforcing expectations, and helping your staff grow without feeling criticized.
Stop daily communication breakdowns before they start
Implement practical tools that prevent up to 80% of the operational “fires” that slow down your day and increase stress for everyone.
Build consistent standards your team will actually follow
Walk away with ready-to-use phrasing guides and communication expectations that empower your team to deliver excellence… without needing constant reminders.
Hands-on activities, real scenarios, and guided communication practice make this an eye-opening, highly actionable learning experience.
CLAIM YOUR SPOTIs This Workshop Right for You?
This workshop is for medical practice managers who want to:
- Strengthen team communication and reduce preventable mistakes
- Build a more professional, patient-focused office culture
- Improve staff confidence and consistency
- Reduce the daily overwhelm caused by unclear expectations
- Lead with more influence and clarity
- Create a team that runs smoothly, even when things get busy
Whether you're a seasoned manager or newly stepping into leadership, you’ll walk away with tools you can begin using immediately before you even return to the office.
What to Expect: Workshop Schedule
- 10:30 AM – 11:00 AM — Welcome & Introduction to the VIP Framework
- 11:00 AM – 11:30 AM — The THINK Model: Confident & Clear Communication
- 11:30 AM – 12:00 PM — The LAST Model: Handling Difficult Patient Moments
- 12:00 PM – 12:20 PM — Lunch Break (Provided)
- 12:20 PM – 12:50 PM — Creating Memorable Patient Experiences
- 12:50 PM – 01:15 PM — Coaching Without Repeating Yourself
- 01:15 PM – 01:30 PM — Final Q&A + Action Plan
Your Registration Fee Includes
- Fully interactive workshop with expert instruction
- Lunch provided
- Copy of Medical Practice Makeover: 21 Ways to Calm the Chaos and Achieve Excellence
- A step-by-step plan to implement what you learn the very next day
Meet Your Trainer
Tania Chevalier, CMPE
- Nationally recognized healthcare consultant, speaker, and author
- Author of Medical Practice Makeover: 21 Ways to Calm the Chaos and Achieve Excellence
- 30+ years of experience in medical practice operations, revenue cycle management, and patient experience
- Certified Medical Practice Executive (CMPE) with expertise in improving practice efficiency, leadership development, and patient communication
- Trusted advisor to physicians and practice managers, helping medical teams achieve excellence in patient care and business operations
