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NEW MODULES!

Module 1 - Customer Service and Patient Communication

This module covers everything you should know about communicating with a patient – inside the practice or on the phone. You will learn the importance of customer service in differentiating your practice from that of the opposition as well as how to turn the irate customer into your best friend!

Module 2 - Systems in the Practice

This module is a must-know if you want order in your business. It covers all the systems in the practice: Frontline, orders, stock, debtors, creditors, banking, time management and many more. Handy downloadable tools are made available to assist you.

Module 3 - Product knowledge and Understanding Dispensing

In this module you will learn about lenses, lens options and the advantages of using them. This will form the basis for selling skills covered in module 4. You will also learn to understand measurements and frame adjustments.

Module 4 - Selling Skills in the Optometric Industry

For many years we believed that the patient should only spend the money “allowed” by the medical aid – never really considering what our patient’s need were. This module has a complete new approach to selling skills and will teach you how to apply these skills in selecting the perfect eyewear for each patient / customer. The knowledge gained from module 3 will be applied here.

Module 5 - Contact Lenses

In order to answer the questions put to us over the telephone, we need basic knowledge of contact lenses as well as contact lens care. This very thorough module covers everything you need to know to assist your patients and to understand how to schedule different appointments for your optometrist.

Welcome to the Online Training section of VANGON PARTNERS and DYNAMIC VISION CENTRE. We trust that the information you are about to obtain will have a positive and lasting effect on your Practice.

Please note that you can only login to the Online Training from this page.
To bookmark this page, click here

Section 1 contains training modules A - K.  Each practice may register for two modules each calendar month.  At the end of the same month (always on the last Monday of the month), an online examination will be written.  After successfully completing the examination (pass rate of 80%), a candidate may register for another module.

Module A (Practice Management) consist of 4 modules.  It is recommended that you register for only one module per month. 

Module B (Advanced Office Assistant) consist of 6 Modules.  It is recommended that you register for only one module per month.

The course description section will explain the contents of each Module.  Modules A and B contains almost all the information covered in modules C – K.

Section 2 contains lots more information for your reference. These manuals may be downloaded at any time.  No examinations will be written on these manuals.  

CLICK HERE TO REGISTER FOR THE 1st TIME

CLICK HERE TO REGISTER FOR ADDITIONAL MODULES

SECTION 1

Module A – Practice Management

Module A.1

  1. Managing Systems in an Optometric Practice

Module A.2
Understanding Financials

  1. Budgets – Setting targets and motivating staff accordingly
  2. Cash Flow – The importance of managing income and expenses
  3. Cash Control – Banking Procedures
  4. Critical Factors  - Daily controls – the essential points
  5. Daily Management Report – More daily controls
  6. Creditors Reconciliation – Saving money by reconciling your creditors correctly
  7. Stock Performance – Understanding stock performance & patterns
  8. Managing your Debtors – Closing the tap on bad debt

      Small programs running on Excel will be provided for the above.

Module A.3

  1. Leadership Principles: Planning, Organising, Directing and Controlling
  2. Time Management
  3. Daily Tasks of a Manager
  4. Implementing Change

Module A.4
Human Resource Management
(All relevant manuals will be included in the download)

  1. Performance Management
  2. The Disciplinary Procedure
  3. Policies & Procedures Manual
  4. Leave Management & Time Sheets
  5. Motivating Staff

Module B – The Advanced Office Assistant

Module B.1

  1. Professional Ethics
  2. Customer Service
  3. Communication Skills
  4. Telephone Communication in the Optometric Industry
  5. Time Management

Module B.2

SYSTEMS IN THE OPTOMETRIC PRACTICE

  1. Patient Flow
  2. Office Administration
  3. Internal Marketing

Module B.3

  1. Lenses and Lens materials
  2. Understanding the Prescription
  3. Measurements
  4. Using a Vertometer / Lensometer
  5. Adjusting a Frame
  6. Contact Lenses
  7. Stock Lens Management

Module B.4  

  1. Pre-testing
  2. The Optometric Examination
  3. Anatomy and Conditions of the Eye
  4. Ocular Emergencies and First Aid

Module B.5

  1. Selling Skills in the Optometric Industry
  2. Selecting the Perfect Frame
  3. Merchandising

Module B.6

  1. Concepts of Management

    2. 1.1       Planning
    1.2       Organising
    1.3       Controlling
    1.4       Directing

  2.    Conducting Effective Meetings
  3.    Presentation Skills

Module C – Basic Dispensing Skills

  1. Lenses and Lens materials
  2. Understanding the Prescription
  3. Measurements
  4. Using a Vertometer / Lensometer
  5. Adjusting a Frame
  6. Contact Lenses
  7. Stock Lens Management

Module D – Customer Service – The Total Experience

  1. Building Customer Rapport and Goodwill
  2. Customer Expectations
  3. Your role as a Customer Service Professional
  4. Building Customer Loyalty
  5. Handling Complaints and Problems
  6. The Difficult and Special Customer

Module E – Patient Communication & Telephone Skills

  1. Listening
  2. Body Language
  3. Answering
  4. Surveying
  5. Distractions
  6. Never say “NO”
  7. Telephone Communication in the Optometric Industry
  8. Assertively applying communication skills to create a positive first impression on the telephone

Module F - Selling Skills in the Optometric Industry

  1. How to make anyone buy from you by selling yourself first!
  2. Communication during the selling process
  3. Handling Objections
  4. Quoting a Sale
  5. Enhancing Turnover
  6. Selecting the Perfect Frame
  7. Choosing the correct frame to suit the need of the patient
  8. Frame Fit
  9. Enhancing facial features with the correct frame shape and colour
  10. How do we know if they like the frame?

Module G – Practice Systems and Administration

  1. Patient Flow
  2. Making the appointment
  3. Medical Aid Confirmation (different methods i.e. online or telephonically)
  4. Confirming Appointment
  5. On Arrival
  6. Writing out the Order and managing the process
  7. Invoicing and Payment Options
  8. ICD10 Codes
  9. Keeping record
  10. Final Checking
  11. Informing patient
  12. Keeping promises and keeping track of urgent jobs
  13. On collection
  14. After Sales Service
  15. Office Administration
  16. Daily Report
  17. Month-end Reports
  18. Cash-up and Banking Procedure
  19. Managing Post dated cheques
  20. Petty Cash
  21. Managing Creditors
  22. Managing Debtors (Medical aid interaction)
  23. Filing System for the Admin Office
  24. Managing Frame Stock

Module H – Internal Marketing

  1. The Legend Book
  2. Service Recovery
  3. Reminders & other patient communication

Module I – Concepts of Management

  1. Planning
  2. Organising
  3. Controlling
  4. Directing

Module J – Implementing Change

If you involve staff in the process of planning and implementation change, they are more likely to see the initiative as their own, not as one imposed by outsiders or management.

Module K – The Basics of Financial Management

  1. Budgets – Setting targets and motivating staff accordingly
  2. Cash Flow – The importance of managing income and expenses
  3. Cash Control – Banking Procedures
  4. Critical Factors  - Daily controls – the essential points
  5. Daily Management Report – More daily controls
  6. Creditors Reconciliation – Saving money by reconciling your creditors correctly
  7. Stock Performance – Understanding stock performance & patterns
  8. Managing your Debtors – Closing the tap on bad debt

Module L – Contact Lenses

  1. Contact Lenses
  2. Contact Lens Care

SECTION 2

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