Patient Experience & Phone Etiquette Training for Dental and Medical Teams
How every person in the office shapes what patients feel: explaining clearly and checking understanding, phone calls that build trust and protect privacy, calming anxious patients, accessibility and language help, handling delays and complaints, and replying to online reviews without breaking HIPAA.
Certificate of completion. Not continuing-education (CE) credit.
- 6 lessons · about 65 min
- Short lessons. Progress saves as they go.
- $49 a person a year
- Or included in the Complete plan.
- English and Spanish
- Every lesson and quiz, in either language. Each learner chooses.
- Verifiable certificate
- Certificate of completion. Not continuing-education (CE) credit.
- Last reviewed October 4, 2026
- We update this page when the rules change.
Before you buy: what’s included, and what your office adds
How it works: self-paced online lessons with short videos and a quiz after each lesson. There is no live class or instructor. Learners can send a question to our trainers from any lesson (we answer within 2 business days) or call (916) 770-4050, Monday to Friday, 8am to 6pm Pacific. Each person who passes gets a dated certificate of completion. It is not continuing-education (CE) credit.
Share your own phone greeting, hold and message rules, review-reply policy and who handles complaints. Tell staff how to reach your interpreter service and what accessibility help your office offers.
Who it’s for
- The whole team: front desk, assistants, hygienists, providers and billing staff.
- New hires who need to learn how your office treats patients.
- Managers who want one shared standard for patient communication.
The rules that apply
No law requires patient experience training. Several rules do touch it: HIPAA limits what you can say on the phone, on voicemail and in public review replies. The Americans with Disabilities Act requires effective communication with patients who have disabilities. Practices in federal programs such as Medi-Cal must offer free language help.
The lessons cover each of these in plain language. HHS settled with a dental practice in 2019 after staff disclosed patient information in replies to online reviews, which is why one full lesson covers reviews.
What’s covered
6 lessons · about 65 min. Each lesson ends with a short quiz.
| # | Lesson | Minutes |
|---|---|---|
| 1 | The Patient Experience Is Everyone’s Job | 10 |
| 2 | Clear, Kind Communication: Explaining, Listening and Teach-Back | 11 |
| 3 | Phone Etiquette That Builds Trust (and Protects Privacy) | 10 |
| 4 | Anxious Patients, Accessibility and Language Help | 11 |
| 5 | When Things Go Wrong: Delays, Complaints and Service Recovery | 11 |
| 6 | Feedback and Online Reviews: Responding the HIPAA-Safe Way | 11 |
| Total | about 65 min |
A dated certificate anyone can verify
Dated, with a serial number
Each person who passes gets a certificate showing their name, practice, program, lessons completed, score and date. Lessons end with a short quiz; the pass mark is 80%.
Anyone can check it
An auditor, inspector or employer can confirm a certificate is genuine at hipaa.comodotechnology.com/verify, with no account and without contacting us.
Not CE credit
It is a certificate of completion: proof the training happened. It is not continuing-education credit and not an accreditation or license.
Price and how to buy
Choose a plan on our pricing page, enter your headcount and pay online. Card fees are included. Yearly plans renew each year until you cancel, and you see and agree to those terms before you pay. Replacing someone who leaves costs nothing.
This program
Add it to your cart, choose how many people, and pay online. Your sign-in link arrives by email.
Complete plan
All 23 programs, including this one. $89 at 10–24 people, $79 at 25+.
See Complete pricing