Your dental office receptionist will be the first contact new patients have with your office. Her voice is the first one they hear. The way she handles herself over the phone, as well as at the front desk, is key to getting and keeping new patients.
Here is a general script for a new patient call:
Receptionist: Good morning. Dr. [name]’s Family Dentistry. This is _______________. May I help you?
Patient: I'd like to make an appointment to see the doctor.
Receptionist: Great! What is your name, please?
Patient: John Smith
Receptionist: Thank you. Mr. Smith, when was the last time you were in to see the doctor? (This isolates new patient from former patient without offending.)
Patient: Never have.
As soon as it is determined that the patient is a new one, get out a New Patient Call-In Form and fill out the top part.
Receptionist: May I please have your home or work phone number?
Patient: Home is 332-8031. Work is 324-3246.
Receptionist: Thank you and how did you hear about our office?
If he was referred by another patient say something nice about the referring patient. Example: Betty referred you? She's an awesome person. I think you’re the third person she’s referred this month.
Make sure whatever remark you make is sincere and not phony.
Receptionist: When was the last time you were in to see a dentist?
(Let patient respond.)
Receptionist: Are you having any problems with your teeth now?
(Let patient respond.)
Receptionist: Do you have dental insurance?
If no, explain our prices for the initial visit. Then pass the patient to the Scheduling Coordinator (if applicable).
If yes, then tell the patient how your office handles then fill out the insurance section of the New Patient Call-In Form and pass the call to the Scheduling Coordinator If applicable).
Complimentary New Dental Patient Call-In Form