Expert Dental Intel Consulting           Dental Intel Consulting Company           Dental Intel         Best Dental Intel Consultants       Contributing Writer 

3 minutes reading time (627 words)

Dental Consultant NP Phone Script

Dental Consultant NP Phone Script

The handling of new patient phone calls by your receptionist should be done honestly while effectively guiding the conversation. 

The handling of new patient phone calls by your receptionist should be done honestly while effectively guiding the conversation. 

When a new patient calls, whether FFS or PPO, their attention is typically on money. Your receptionist needs to move a patient’s attention off of money and onto why they really called: The patient’s actual need. 

Pro Tip: Avoid the word “No”. Words matter. When a patient hears the word “No” they mentally check out. It is not logical but it’s true. 

Out of Network Example

New Patient: “Do you take my insurance?”

Receptionist: “Actually, whether you are in or out of network we'll process your claim. In fact, many of our patients are out of network because, with some plans, there’s little difference. If I can ask you a few questions we can see if our practice is a good fit for you.”

Of course, you would only say the above if it’s true. If they ask about an HMO or Medicaid, the answer is generally “No” in which case treat the caller with respect and courtesy but, politely use the word “No”. 

Fee for Service Example

New Patient:  How much do you charge for a cleaning?

Receptionist: $150.00

NP: That’s more than I thought!

Receptionist: “Yes, well as my mother always says, “You get what you pay for” but on a personal level I can tell you Dr. Smith is not just a great boss but she’s the best dentist I’ve ever had. My friends and family think so too. She really cares about her patients and always make sure she uses the  latest technology, the best materials and she’s always going to continuing education to stay on top of the latest technology. And she has great coffee! By the way, were you referred to us?

The answer above has to be from the heart. It has to be real. You can’t fake sincerity.Your receptionist needs to be “sold” on the doctor(s) and hygienist(s). If they are, it’s easy. And a little humor is always good. 

If the patient is a “price shopper” so be it but, still treat the patient with courtesy however, time is money, so on to the next call. 

Scheduling and Law of Probability

  1. The probability of a New Patient cancelling or no showing increases in direct proportion to how far out the NP is scheduled. 
  2. NPs need to be scheduled within 1-2 weeks. Ideally within 48 hours. 
  3. Adequate NPs slots need to be available or blocked out each week. The number of slots is based on your average number of NPs from the previous six months i.e. if over the past six months you worked an average of 16 days and averaged 24 NPs per month, you need 1.5 NP slots per working day. 

New Patient and Verification Forms

Your receptionist, without rushing or multitasking, focuses exclusively on the caller and does the following:

  • Thanks the new patient for calling.
  • Introduce themselves.
  • Is interested in the patient’s “story”.
  • Is friendly, confident, competent and professional.

A New Patient Form is used to guide the conversation, establish the patient’s need and gather needed data.

For insurance patients, a comprehensive Verification Form is filled out after completing the New Patient Phone call. 

 


Kevin Tighe, Cambridge Dental Consultants, Senior Consultant, got bitten hard by the business and marketing bug during long summer days working at his dad's Madison Avenue ad agency. After joining Cambridge as a seminarist in the mid-1990s, Kevin went on to become Cambridge’s senior consultant and eventually CEO. Cambridge Dental Consultants is a full-service dental practice management company offering customized dental office manuals. Frustrated? High overhead? Schedule a chat with Kevin at .

Dental Consultants Best Staff Meeting Tips
Dental Consultants Best Patient Education Tip

By accepting you will be accessing a service provided by a third-party external to https://www.mydentalconsultant.com/


Dental Practice Consulting Analysis

Plan Implementation. Implement The Plan

Google Reviews 5.0 ⭐️⭐️⭐️⭐️⭐️

Our 25th Year | Grow Your Practice 


There is the good, the bad and the ugly of dental practice management, but many dentists will still tell you the probability is your dental consulting will work if you and your consultant are on the same page. It stands to reason that if a dental consultant had little value, worth or benefit that consultant could not stand up to harsh economic realities for long.  A veteran dental consultant is also a "personal coach" who shold bring management wisdom based on "in the trenches" experience along with systems and protocols to that have been successfully implemented in other practices. Top dental consultants talk and network with each other. They pay attention to what systems work and don't across many dental practices. 

Systems

New Patient Phone Call

Insurance Processing

New Patient Experience and Patient Education

Financial Arrangements

Scheduling

Confirmation

Unscheduled Treatment 

Reactivation

Daily and Weekly Checklists

General Policy Manual 

Staff Accountability

What gets monitored, gets managed. It is as simple as that. The only way to monitor what gets done is with daily stats especially for your weak areas. For example, one employee should be specifically responsible for calls to patients who are unscheduled, overdue for re-care or need reactivation. Other staff can and should help in coordination with the accountable employee.

Leadership

What most practice owners are lack in knowledge is not how to book an appointment, but rather how to be an effective leader. The best systems in the world are useless if the staff do not comply. Good leaders know how to get staff to willingly follow through and comply. 

Questions To Ask 

  1. Do you and/or your staff have to travel or does the consultant come to you?

  2. Is the program mostly one on one consulting versus seminars or courses with multiple clients in attendance?There are advantages to both.

  3. If the dental consulting is one on one who will actually deliver the consulting? I recommend knowing who your specific dental consultant will be prior to signing on the dotted line.

  4. Is program based on a specific dental practice management system? You want to avoid cookie-cutter programs. Ensure the program will be tailor-made to fit your practice's specific needs.

  5. The cost (including travel expenses and downtime) is certainly not the only factor, everything else being equal, it is still a major factor to consider. It's unwise to pay too much, but it's worse to pay too little.  

 

Top Dental Practice Mangement Consultant

Shane Blake DDS Coudersport, PAMy name is Kevin Tighe. I am Cambridge's CEO and Senior Consultant. Before joining the Cambridge team I was in charge of setting up workshops for large nonprofits throughout the United States and Canada. During that time, I was fortunate to receive mentoring from several world-class business consultants, including a dental practice management guru, which led to a position at Cambridge as their seminar organizer. In time, I began crisscrossing the country delivering seminars myself for the better part of a decade. Subsequently, I moved up to senior consultant and eventually owner.  Contributing writer to Dental Economics/DIQ, JADA, AGD Impact and Dental Town Magazine.

  

Free Practice Analysis

Step One: Fill out and submit the form below.

Step Two: I will call or text you to schedule a 30 minute call.