The phone rings. A new patient is on the line with a toothache. They’re ready to book an appointment... but before they do, they ask the one question that stops so many calls in their tracks:
“Do you take my insurance?”
Most receptionists answer in one of two ways:
- “Yes, we’re in-network.”
- “No, you’ll have to go somewhere else.”
Here’s the problem: that “no” doesn’t tell the whole story. Many patients can still use their insurance out-of-network - but they’ll never know that if your team doesn’t explain it. Instead, they feel brushed off, hang up, and your schedule stays empty.
Why This Happens So Often
It’s not that your front desk is doing a bad job. Most receptionists are genuinely trying to be helpful and honest. The real issue is that they often don’t have the tools, training, or confidence to explain what “out-of-network” really means.
Dental receptionists aren’t salespeople - and they shouldn’t have to be. They’re hired to greet patients, schedule appointments, and keep the office running smoothly, not to handle complex financial and insurance conversations.
The problem is, no one ever trains them on how to respond when money and insurance come up. They’re left to figure it out on their own, learning through trial and error - and that usually means defaulting to a simple “yes” or “no.”
Meanwhile, insurance itself is confusing - even for people who work in dentistry. Patients don’t understand the difference between PPO and HMO, or what “assignment of benefits” means. So when they hear “no,” they assume that means “you can’t come here.”
In reality, “out-of-network” doesn’t mean “out of luck.” Many patients can still use their insurance for partial reimbursement, but they’ll never know that unless someone takes a moment to explain it clearly and compassionately.
How the Best Dental Practices Do It
The top dental offices handle this question differently. They don’t shut patients down, they explain what’s possible. They make the patient feel supported.
When asked, “Do you take my insurance?” a confident receptionist might say:
“While we’re not directly in-network with your provider, many of our patients still use their insurance here. We’ll help you understand your coverage, walk you through the paperwork, and make sure you get any reimbursement you’re entitled to. The good news is, you can absolutely be seen here.”
One simple shift. From rejection... to reassurance. And that’s the difference between a missed opportunity and a new patient booking.
Stop Letting Insurance Questions Kill Your Bookings
Dental insurance is messy and confusing for patients and front desk teams.
That’s why we created this free guide. It gives your staff the exact words to use when patients ask about insurance, so instead of losing calls, you start turning them into appointments.