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Course objective

This course will help you handle telephone calls professionally.

Quick overview

This part of the course gives you an overview of what to expect from the course.

Your to-do list

  • Take the opportunity to improve your day to day experience of your job
  • Become a higher quality clinic when handling enquiries
  • Pay attention, take notes, and consider that this will be a challenge


There are two schedules you can choose. The first is suitable for those who must learn as much as possible in a short a time as possible. This schedule runs 4 days. For those with responsibilities other than taking this course, we recommend the 11 day timeline below.

Completing the course without interruption would take about 8 hours. We suggest splitting the sessions up into manageable chunks to allow you to process the information and take the time to practice what you’ve learned. For example:

Day Content
Day #1 Introduction
Day #2 Act One
Day #3 Act Two
Day #4 Act Three


Ideally, learners should have enough focused time to get through and practice the material over 3-4 days. We find that more concentrated learning enables people to see the big picture more cohesively. If this does not fit in with your schedule, then we recommend at least 90 minutes every two days over two weeks.

Day #11Lesson 23 – Final Quiz

Day Content
Day #1 Introducing Handling Patients on the Telephone- Lesson 06
Day #3 Lesson 07 – Lesson 10
Day #5 Lesson 11 – Lesson 14
Day #7 Lesson 15 – Lesson 18
Day #9 Lesson 19 – Lesson 23


We know that online learning students that schedule their course time in a calendar at least 3 times per week learn more from the course they take than those who don’t schedule their time. Find a calendar now that will remind you to log in to the course and complete it over time.

There is no time-limit to complete a lesson or course.
Yes! We call them Participant Workbooks. You’ll find the workbook for this course under the Resources menu item. The workbook is in PDF format which you can download and print. The PDF version contains links to the lessons. The lessons contain links to the relevant page in the PDF workbook.
Once you’ve completed all the lessons, we’ll direct you to a final quiz. When you’ve passed the quiz, the system will direct you to a page where you can download and print your Course Certificate.

You can find and reprint your certificate by going to your Profile page at any time.

You cannot skip a lesson if you are taking the course for the first time. If you’d like to retake the course, you may go to any lesson you wish.
Yes, you can watch a video as many times as you wish. You can also pause and restart the video whenever you wish.
There are two ways you can get support.

If your need is immediate (e.g. a technical issue), visit our contact us page and fill in the form. You can ask non-urgent questions in the Handling Patients on the Telephone Forums.

Yes, you can retake a quiz as often as you need to pass it.
We’ve loaded each lesson with application suggestions, specific tasks, and optional reading. To get the most from your course, do everything the lessons suggest.

Start with the first Lesson below

Below you will find the entire course syllabus. The course is designed to be taken sequentially. Start with the first lesson below: Introducing Handling Patients on the Telephone. Once you successfully complete this, you will be able to advance to the next lesson.