Optimize Staff Meetings: Dental Consultant Tips

The handling of new patient phone calls by your receptionist should be honest and effectively guided, a principle dental consultants emphasize. This approach ensures a positive first impression and sets the stage for successful patient relationships.

Shifting Focus from Cost

When a new patient calls, whether FFS or PPO, their focus often turns to money, but dental consultants recommend shifting attention to their actual need—improving oral health. Avoid the word “No,” as dental consultants note it can cause patients to disengage, despite lacking logical basis.

Handling Insurance Queries

New Patient: “Do you take my insurance?”
Receptionist: “Actually, whether you’re in or out of network, we’ll process your claim. Many patients choose out-of-network with little difference in some plans. May I ask a few questions to see if we’re a good fit?”—a response dental consultants endorse, used only if true. For HMO or Medicaid, a polite “No” with respect is advised by dental consultants.

Addressing Fee Concerns

New Patient: “How much for a cleaning?”
Receptionist: “$150.00”
NP: “That’s more than I thought!”
Receptionist: “Yes, as my mother says, ‘You get what you pay for,’ but personally, Dr. Smith is the best dentist I’ve worked with. She uses top technology and materials, stays current with education, and even offers great coffee. Were you referred to us?”—a heartfelt pitch dental consultants recommend, requiring genuine belief in the team.

If a patient is a “price shopper,” treat them courteously but move on, as dental consultants suggest, since time is valuable.

Scheduling and Probability

1. The likelihood of a new patient canceling or no-showing rises with scheduling delay, a trend dental consultants warn about.
2. Schedule within 1-2 weeks, ideally 48 hours, a strategy dental consultants advocate.
3. Block adequate new patient slots weekly based on the past six months’ average (e.g., 1.5 slots/day for 24 NPs over 16 days), as recommended by dental consultants.

New Patient and Verification Forms

Your receptionist, focusing fully without rushing, should thank the caller, introduce themselves, show interest in their story, and remain friendly, confident, and professional—steps dental consultants endorse. Use a New Patient Form to guide the conversation and gather data, and for insurance patients, complete a Verification Form post-call, a practice dental consultants support.