Course Description:

phone training

The first contact a patient or potential patient has with your practice is with the person who answers the phone. Make sure your front office staff is prepared to make a positive first impression.

Our presenter, Linda O'Grady, is a nationally-renowned team trainer and consultant in practice management.

Course Objectives:

Attendees will learn:

  • Review the anatomy of a call
  • Learn to adjust your answers to get the sedation patient to schedule
  • Practice scenarios included


Scientific support and additional resources are available here. 

Who Should Attend this Class?

Linda's valuable training session is targeted especially for front office staff, or anyone answering the phone. However, even the most experienced administrator can find a few pearls in this 2-hour course from a PACE-approved provider, as Linda shows you how to adjust your phone skills for the sedation patient.

This course was recorded from a live presentation and includes a quiz.

DOCS Education Members can attend for free. Contact a representative at (866) 592-9618 for access.

Purchase of this course grants access for one year and requires an internet connection, computer with video and audio capabilities, and in some cases, Adobe Reader to view handouts and articles. 

Watch the video and complete the quiz to earn 2 CE credits.

Scientific support and additional resources are available here. 

You can download this course and watch it anywhere using the DOCS APP. Get it on Google Play or the Apple Store.


(AGD Code - Definition - Hours)

Subject Code: 550 (Practice Management and Human Relations) - 2 hours

TOTAL HOURS: 2 hours

Original release date: 6/15/2010
Reviewed/Updated: 1/15/2021

Linda O'Grady

Linda O'Grady

In the process of working with clients over the years Linda became intensely aware of the need to help dentists get a “Fair Market Value” valuation for their practice, whether they want to purchase or sell a practice, add an associate or partner, or have a change in marital status. After several courses in practice valuation she settled on that process that was used to evaluate all aspects of the practice, not just a basic formula. With her background in in managing practices and evaluating their numbers she had the ability to add another level of expertise to the valuation of dental practices. She chose not to be a broker in order to offer a non-biased valuation.

Her career in dentistry began in 1968 with experience in BOTH the clinical and business aspects of industry. Working as a Registered Dental Assistant and moving into office management inspired the opening of Practice Management Company in 1983.

In 1990 she co-founded Advanced Hygiene Concepts, the recognized leader in teaching and implementing advanced skills that produce beautiful, healthy tissue—the foundation for exquisite restorative dentistry. The results: A significant increase in profitability; a cohesive team approach to hygiene; and consistently superior clinical results.

In 2004 she co-founded Sunrise Dental Solutions, a company dedicated to providing dental practices with training in methods to improve the overall profitability and growth of the practice, while reducing stress. She has helped hundreds of Dentists across the United States and Canada improve the profitability and organization of their practices. She retired in 2018 from SDS.

At the time of her death, Linda O’Grady was a member of Crown Council, was co-developer of the hygiene protocol for DOCS, formerly on the faculty of PAC~Live, co-developed laser protocol in hygiene in 1993, a writer and lecturer.

DOCS online courses are available to the purchaser for one year from date of purchase.
No refund of course tuition is available.


How can I meet my state’s requirements?

To learn more about how DOCS Education’s full range of courses can satisfy your state’s regulatory requirements, visit This unique online resource is kept up-to-date with the latest in sedation legislation by DOCS Education’s fulltime regulatory counsel. Contact one of our course advisers with any questions or visit our course listings to see upcoming classes and locations.

DOCS Education courses carry the AGD PACE certification

DOCS Education is the nation’s premier provider of safe sedation and advanced dentistry education, having trained almost 24,000 dentists. Since 2000, our courses have been accepted by the AGD for Fellowship/Mastership and membership maintenance credit. We offer extensive CE opportunities, both in-person and online, that meet your needs.

What is DOCS Education?

DOCS Education is an exclusive community of professionals serving at the forefront of dentistry. We offer world-class courses on safe sedation and advanced dentistry, relying on instructors who are consistently ranked among the very best in the nation. We also are a supportive network of members who guide one another to be better, more confident, more successful dentists.