5-Star/All-star greeting:
- Thank you for calling (name of office) this is (your name). How can I help you?
- Whom do I have the pleasure of speaking with? (Use the patient’s name throughout the phone call)
- Who may we thank for referring you? Or, How did you hear about us?
- Do you have insurance you would like us to courtesy bill?
- Are there any other family members you would like to schedule?
Location Information
- Basic directions. Physical address and landmarks.
- Hours of operation.
- Phone and fax numbers.
Doctors and Hygienists Edification
- Name(s).
- How long have they been practicing?
- (5-Star Rated Dentist on Google)
Confirmation Protocol
- Text, email, call – what can patients expect from you? Link to forms? Text?
- Must confirm appointment
- What other questions or concerns may I answer?
- New patient visit info (What it entails, how long to plan for, info for special cases such as patients with special needs or pregnant women who need clearance to take X-Rays and meds).
Financial
- Be able to explain to patients the difference between In and Out-of-Network. When they ask, “Do you accept my insurance?” they usually mean, “Are you In-Network with my insurance?”.
- Either: We work with most insurance companies. Let’s get you scheduled and in the meantime, you can call your insurance company to inquire if we are In-Network with your plan.
- Or: Explain we work with most insurance companies and to help you maximize your benefits we would be happy to do a complimentary benefits check for you when you come in.
- In-network insurance list:
- General info about financing options (CareCredit, etc)
- In-house savings/membership plan DSP – if applicable.
- New Patient Specials:
- Have a plan for when people call asking for price quotes. Explain to the patients every patient’s needs are different and what would be best is to schedule an appointment to get an exact price quote.
- Have a broad range available for the main services, and explain to callers that they’d need to come in for a consultation to get an exact price quote for the needed services. Know the exact cost for a new patient visit.
- Services price range:
- Extraction ($ )
- Fillings ($ )
- Crown/Buildup ($ )
- Root Canal ($ )
- SRP ($ )
- Dentures ($ )
- Partial Dentures ($ )
- Ortho ($ )
- Implant ($ )
- Implant Crown ($ )
