5 Tips for Answering New Patient Calls

In the dental business, first impressions are critical. The phone call is usually the first point of interaction between your practice and potential new patients. Handling this right isn’t just good manners—it’s good business. The person answering the phone at the front desk has the power either to set the stage for a long-term patient relationship or end it before it even begins. Here are our five dental marketing tips on how to answer new patient calls in your dental office:

Tip 1: Get Ready to Sell the Practice Like Never Before

When a new patient calls, this is your moment to shine. You’re not just an answering service; you’re the ambassador for your dental practice. Talk about the services you offer, but go beyond the basics. Explain how your practice values long-term relationships and preventative care, how you employ the latest technologies for pain-free treatments, or how you offer flexible appointments to suit busy lives. Your front desk needs to be selling why you are the best dentist in town. Essentially, translate the features of your practice into benefits for the caller. Make it clear why choosing your practice is the best decision they can make for their dental health.

Tip 2: A Warm Greeting Goes a Long Way

Your greeting should be more than a quick hello; it should set the stage for the conversation. A welcoming tone can make the caller feel like they’re already part of your dental family. Consider a greeting like, “Thank you for calling [Your Practice’s Name], where your smile is our top priority. How can I make your day better?” This not only offers a warm reception but also reiterates the focus of your practice: the patient’s well-being.

Tip 3: Listen and Sympathize Before You Speak

Empathy is a powerful tool in any service industry, especially dental care. When a potential patient calls with questions or concerns, it’s crucial not just to listen but to sympathize. Whether they’re nervous about a procedure or concerned about cost, acknowledging their feelings can go a long way. A simple “I understand that dental visits can be concerning, and you’re not alone” can turn an anxious caller into a relieved and potentially loyal patient.

Tip 4: Be Knowledgeable and Ready to Assist

When patients call, they’re often seeking expert advice, even if it’s administrative in nature. The person at the front desk should be prepared to answer various questions, from the types of insurance accepted to the range of treatments offered. Being knowledgeable shows you’re a reliable guide on their dental health journey. If a question comes up that you can’t answer, assure them that you’ll find out and follow up promptly.

Tip 5: End on a High Note

The close of the conversation is just as important as the opening. Summarize the key points discussed, confirm any appointments made, and ask if there’s anything more they need. Consider ending with, “We’re looking forward to taking great care of you. Is there anything else you’d like to know before we meet?” This leaves the caller feeling completeness and anticipation for their visit.

“You Don’t Take My Insurance” – Navigating A Tricky Conversation

Handling the “You don’t take my insurance” objection is a critical skill. More and more dental offices are going to “fee for service” or only accept PPO insurance, and we understand why. However, patients don’t always understand it, and it’s your job to ensure they get the whole picture. The trick is to handle it with grace and transparency.

You might respond: “I understand where you’re coming from, and it’s a concern we take seriously. When our practice began, we accepted various insurances. However, we found that insurance constraints began affecting the level of quality we could provide. Now, by focusing on PPO insurance or direct payments, we ensure that we can continue to offer the highest quality care that you deserve. We’re confident that once you experience our level of care, you’ll find it’s well worth the investment.”

With each call, the goal is to build relationships, not just book appointments. By being warm, knowledgeable, and empathetic, you lay the foundation for a successful, long-term relationship with each new patient.

We Offer Call Tracking and Feedback for Dentists!

Ensuring that your front desk handles calls effectively is crucial, but how do you know if it’s working? That’s where we come in. At Pain-Free Dental Marketing, we offer call tracking and feedback services tailored for dental practices like yours.

Our solutions give you real-time insights into how your team is performing, from the first “hello” to booking that crucial appointment. With our help, you can monitor call durations and caller sentiments and even listen to call recordings for quality assurance. Our feedback will provide specific areas for improvement, allowing you to turn every call into a relationship-building opportunity. After all, it’s not just about growing a practice; it’s about realizing the vision you’ve always had for your business.