This episode is all about the power of a phone call, and how you can maximize it. Kiera goes into the formula for phone call success, and how it will boost your patients’ interactions with your practice.
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Hello, Dental A Team listeners. This is Kiera and gosh, I decided to shake up the background and hang out in my house and have you come hang out with me. And so if you're watching this, welcome. This is the studio. This is where I live. This is where I hang out and just trying a couple different things. I really obsessed about making this podcast a space where you feel like you're hanging out with me in my living room. And we're just sitting here.
chatting shop, we're sitting here talking about all things dentistry. And today I wanted to just go through a quick episode with you guys of how we can improve our conversion rates. So there's a couple quick levers of how we can improve our calls, our being able to get our forms and documents and being able to do this without spending more time because that's something that we all wanna do. And so ? I think it's a lot of times like how can we convert our calls better? How can we get things done a little bit more efficiently? Do we do AI? Do we not do AI? And so.
I really feel like just small improvements. You guys know on Dental A team, I'm obsessed about small little improvements done to create efficiencies. I remember I was in a practice and they said, ? okay, Kiera, like come on in, we wanna see you. And I went in and we were able to add about 13,000 to their practice. And they were like, Kiera, what did you do? I'm like, what did I do? It was just very simple, easy things. was, ? we had patients stop at the front desk and start making their payments so we were able to make our collections higher.
We had them doing a handoff to their team of what were the next steps. So that way the patient felt confident of what they were doing next. ? and we just scheduled patients. We assumed the yes. And those are not hard things. Those are not sexy things. Those things are just things that are going to help you guys tremendously. And so today it's like, let's figure out how we can convert a few more things. So. Dental A Team is truly a company where I believe that growing and having sustainable growth comes from optimizing before we spend more. And I know that it feels so.
Alluring and something that I want to do is I want to spend more and I want to get the magic pill and the reality is that you can probably get the exact same results with minimal effort if we just optimize a little things and so figuring out how we can catch more missed calls or how we can convert more new patients or figuring out how we can get more patients to say yes to treatment is something that's really really fun
A Team's podcast is tactical, practical, implementable. That's how we operate. That's how we like to consult. And I love working with practices. I love being able to see you guys ? in your offices, being able to do things, ? being able to just live your best life. Life is our passion. Dentistry is our platform. So, all right, you guys ready to dig in? Because I'm ready to dig in. The number one thing is, let's talk about our phone calls and optimizing our phone calls.
because that is our number one zone. And I think it's crazy how much we spend on marketing to get these new patients and how much we work on having a great patient experience. And then we have our newest trained person that knows nothing about our practice answering our most important phone calls. And so things on this are like when we miss phone calls or we don't handle a phone call correctly, those are little lost opportunities. And this isn't to rag on our front office team. We're busy. You guys, I've sat in the front office. I prioritize the patient in front of me over the phone. And so what are some little things that we can do?
And there are softwares. There's like patient prism and they're like, I pretty sure with weave, they have them where we can actually track and monitor and see our, ? our phone calls and see how we're doing. But we want to just help our front office team. Like it is crazy. Jason, husband told me, ? he was like, yeah, I, Kiera, if you don't like what someone tells you at a practice, just wait, call back and you'll get someone else and you'll get a different answer. And I think about that in practices and how often are we possibly doing this? How often is our practice maybe.
doing it where we actually are having Susie follow protocol and Sarah isn't and therefore Susie is undercut, but Sarah was trying to do what's right. They're both trying to do what's right. So this is where we're at front office teams. Let's make sure we're all saying the same thing. So no matter if they get Sarah or Susie or Kiera or Jason or John, every single one of them is the exact same. And this is going to help. So number one, we need to have actually in the front office team, especially usually there's quite a few of them. We need to make sure that one person
is dedicated to like first on phone, second on phone, third on phones. So everybody knows like, hey, what is the ring, the ring place? Now, if you're a really large practices, sometimes they put it in a call center. All those are totally fine, but we need to make sure that every single person is actually optimizing our phone calls. And so it is a, you can even get a phone tree where we optimize new patients. We have a line for billing questions. So that way we can actually know which phone call should I prioritize and know exactly this is a new patient phone call. Now, when we,
When we answer the phone, I actually put mirrors in front of a lot of our team members. We want them to smile. We want the patient to feel the energy on the other side of it. We want them to feel like they chose the best place. And I actually feel this is one of the greatest ways to optimize is if you just give your patients a little bit different experience on the phone of like, we are so excited to have you call us versus we are annoyed that you bothered us in the middle of our day. That tone and intonation is going to help patients say yes or no a lot more to you.
I remember, and I shared this example a few years ago, I was trying to find a PT and I called around to a bunch of different locations and I literally chose the place based on how they answered the phone. And I think I truly believe in today's world of AI and automations that what is going to become the number one differentiator more than cost, more than anything else is kindness. Kindness and customer service is going to be what far outshines most everything else because it's becoming a trait. ?
People are grumpy, people have the COVID cranks still, people are annoyed. I walk into stores and like, we're closing in 30 minutes. I'm like, fantastic, I'll just shop on Amazon. They don't yell at me. This is where I think we need to recognize our society and people want to be loved. We are human beings, we are human connections. And so really being able to give that. it is about, let's answer the phone. Let's have our intonations and our tone and that big smile.
And then let's make sure that we're following protocols. So how we block schedule, how we schedule patients, how we handle a new patient phone call. New patient phone calls are great to optimize. It is a, like we take control of it instead of saying, you have insurance? It's amazing. How did you hear about us? Let's change that tone and that vibe. So that way they feel like, my gosh, like I heard about you on Google. We absolutely love our patients. Like our Google reviews are what we're so proud of. And we strive to make sure that you as a patient coming in.
are going to be able to leave us those same reviews because you have the best experience with the best dentist. I'm Kiera, it's so nice to meet you. Let's get you all ready and set up for your appointment. What are we looking for? we coming in like when was the last time we saw the dentist? I want to make sure I set you up for the right type of appointment. We just take a few minutes to be human. A new patient phone call can literally be done in five minutes and make them feel human. It's taking control of the conversation initially. It is saying.
Hi, how did you hear about us? I'm Kiera, welcome to our practice. I know you're absolutely going to love it here. Let's get a couple of information. Let me start with your name, your phone number in case we ever get disconnected. I'm gonna make sure I get you so taken care of and we truly cannot wait to welcome you into our practice. ? And then we go through, if they have insurance, fantastic. If they don't, if they're on an insurance plan that we don't take, that's fine guys. These people can still come. want you to, I'm gonna drill this down so hard on optimization of our phone calls. ?
Just because a patient doesn't have insurance, we are not going to let $1,000 dictate if this person comes to see us or not. You guys, $1,000, I know that not all insurances are 1,000, but that's usually about the max, but they pay so much more than that. And this is about a long-term relationship rather than a short-term transaction. I'm going to say that again, our new patients, it is about a long-term relationship rather than a short-term transaction. And if we can remind them of this is the greatest place, you're so welcome to be here. You're so like, we are so happy to have you here.
People choose that all day long. People want to know they're on a winning team. So how can we make them feel like they made the absolute best choice by choosing our practice? And I want you to audit phone calls. So for the next couple of days, I would like, and we actually track, we have trackers where it's like, let's get our new patient trackers and how many of these new patient phone calls scheduled and didn't schedule. And if you have your front office team track this for about one week, they will actually be able to see how many new patients are actually getting, how many are we converting and why are we not converting it.
Then if we actually listen to these calls back, we can fine tune one or two statements and be able to optimize and get people to come in. You guys like, this is one of the things I'm like, I don't know how much more easy I can make this for you. But if we just prioritize two or three little things on our phone calls, making sure we all schedule correctly, that we welcome them and we're excited and we just role play this for the next month, you will absolutely increase your practice. I promise you, because we're going to convert more phone calls. We're going to have more happy patients.
We're going to have patients who are more excited to come to the dentist because they're already feeling welcomed. These are little things that don't make a big, like they don't seem grandiose, but they make a huge, huge, huge impact. so making sure that we're optimizing that you guys, the phone is one of your most powerful resources in your practice. And if we have like, you do not want your billing representative and billers, this is nothing against you. am not a great biller. I was like, I don't want to go to bat. I don't want to go figure out the one penny you do. And that's why we have different roles.
You want somebody who's so excited, who loves your practice. ? I've had front office team members that are in this role that are from like tanning salons or from a high end customer service or from a waiter waitress situation or a hostess situation where they just love and they want to welcome and they want to greet and they're so excited and they just make that person feel like a million bucks. so making sure that our phone calls are optimized really truly is going to help us and help us really ensure that our practice is optimized. And so with that new patient phone call,
It is a, let's snag them at the beginning, let's ask them how they heard about us, let's capitalize on that, let's find out what type of cleaning that they want or what they're calling for or when the last time was that they went to the dentist and then let's schedule them appropriately with VIP customer service. And then what I typically do is if we are using insurance, I say, fantastic, I'm gonna send over our new patient welcome information right now while I've got you on the phone, make sure it gets to you. And then I do need to get that back 48 hours before your appointment to make sure it's confirmed. Did you get that email from me?
Fantastic. When can I expect to see this? I want to make sure I don't miss it for you. And that way I can get your patient, your appointment confirmed. I have them commit to me right here, right then, because if I do that, this patient's already more locked and loaded to come into me. They've committed that they're going to get this back to me in the next two days. I'm going to look for it. And if you really, really want to stand out and shine on customer service, following up in two days, hey, Kiera, I didn't see that paperwork come through. I wanted to make sure I didn't miss it. You can set little reminders for yourself. This is not hard.
and listening as front office, you be like, my gosh. But I wanna say what is actually hard? Choose your hard on this. Chasing a patient, not getting my insurance until the day of being, like having new patients, no show on appointments, that's hard. Me following up in two days on their paperwork and making sure that they give it to me so I can, 48 hours ahead of time to make sure their appointment's confirmed, that's not hard. That's just a shift of your process that optimizes your process and makes it to where you actually have a ton less work. It feels like hard work today.
Just like if I were to say, okay, go sign your name. You're like, okay, I can sign it. Got it. If I say, okay, now sign your name, but you have to sign it every other letter, that's going to feel hard because that's actually easier than you signing all the letters. And if you practice every other letter a few more times, you actually become faster at that than you were at your initial signature. So just because it's different doesn't mean that it's hard and it's not efficient. It just means you're doing it as a different way. And so really looking at that and seeing how can I actually make this to where we can optimize our phone calls. And that's what we're going into.
You guys, just a small optimization of our phone calls, of how we operate, of how we ask for information, that's going to cut down so much more time that allows you to be in front of your patients, because you're not chasing all these forms all the time. I promise you, get patients to commit to you before they even get into your practice, and you're going to have a completely different practice. And so I want you just to remember that this is a great way for you to optimize on a phone call. Now, there's several other ways that we can optimize. We can optimize on our handoffs. You guys have heard me talk about NDTR about a thousand times.
We optimize on that and I say it's like, we don't just get a drop a sheet with our front office or we drop a patient and say like, good luck. It's a, we hand them off so they know exactly what they're doing. We hand them off every single time. It is a well-oiled baton and we practice that consistently from front office to back office, back office. Like let's not like bicker towards each other. Let's figure out what does front office information need to give us so that way we are all set for our appointment. And then what does clinical team need to make sure is in the notes so our insurance claims go out correctly.
And then what does clinical team need to bring to the front office? So that way it's a smooth handoff. And what do doctors need to say to team members? So that way we get all the information necessary while making sure the patient's front and center. That small optimization, which I will do on another podcast for you with the handoffs and the different pieces are going to be able to make it to where your patients absolutely 100 % schedule their appointments. And people are like, but it's so hard to do. Choose your hard guys. This is not hard. You want to add an up level your practice?
Optimize your phone calls, optimize your handoffs, optimize your life. I promise you, patients can feel perfection. These are things that I would recommend you do on a monthly, weekly basis where we role play this out until we perfect it and this is how we operate it. Do you think at Disneyland that they just like hope and pray that those things are gonna work out and that's gonna be perfect? The answer is no. They practice, they role play, they practice, they do it. They make sure that the way people are talking to guests is the exact same way no matter who it is and they employ hundreds and thousands of people.
So in your practice, you think that this would be doable? I hope you say yes, because when we can optimize, when we can make sure that our phone calls are the most important thing and our handoffs are the second most important thing, your patients will feel that. And then we get raving fans and then we get the reviews. You guys, reviews aren't just happenstance. Reviews are intentional. It's because they can feel the process throughout. They feel loved, they feel cared about, and they feel like you are going to take care of them. So optimize, you guys. This is the time for you to just optimize.
to have it to where it's so much easier for you, to where you're able to really, really, really drive these patients forward. So as a quick recap, let's talk about it. Number one, we're going to shine and outshine our competition by kindness and customer service. And that might be a theme that I'd roll out to your practice this year of kindness and customer service. We want patients to feel wanted in our practice and we want them to feel excited to be here with us. So what we do from there is we make sure we find out when we take a new patient phone call, what exactly, how did they hear about us?
We tell them they're on the winning team. This is the best place for them. We scheduled the appropriate appointment. We have the correct information. And then we ask for their paperwork back to confirm their appointment. Just that small shift is gonna change a lot of things for you. And then we optimize our handoffs so we're not just dropping people off. We're optimizing front offices giving clinical team the correct amount of Clinical team, think of how happy you'd be if the paperwork is already in there before the patient arrived and you're able to take your patients back on time. That would be like a hallelujah. Everybody would pop confetti and we'd say thank you.
Also, clinical team members, shout out when you do get that. Go tell your front office thank you, because what we praise typically gets repeated. So make sure that we're saying thank you for that. We take them back on time, information's passed to our doctor, doctor's back to us, us up to the front office, and we have the correct information on our claims, and we're giving that feedback of, if claims are being denied, let's tell each other what's being missed. We get those things fixed. You guys, your practice will be.
next level. And this is something where, yes, we always look for optimization and dollars on the schedule. And I will tell you, we can add 5,000, 10,000, 20,000 very quickly, but it's through very, very, very simple things. And simple does not mean easy. And I think that that's where people shy away from this, but I'm going to encourage you to be the practice that's optimized, optimizing the little ways. Maybe we use AI, maybe we listen to phone calls, patient prism, other, other platforms that are going to be great for you. Let's, let's actually have somebody go through and video our handoffs of a patient.
Like, let's just see it. Let's watch it back. Think about pit stops. There's a great YouTube video where they do a pit stop that was optimized in ? racing and they practice it over and over and over and they timed themselves and they got better and better and better to where it was so fast and everybody knew exactly what they were supposed to do. And I think about a practice that way. Are we optimizing? Are we practicing the most important things? Are we obsessing about crazy things that really aren't moving the needle forward? That's your challenge. That's your choice. And if we can help you with this,
These are things I'm happy to share our new patient phone call script. Reach out Hello@TheDentalATeam.com. Happy to share it and like, let's chat. Let's chat about your practice. Let's talk about what things we could optimize. What areas could we make more efficient for you? This is what I obsess about doing. This is what our team obsesses about doing. This is why we created Dental A Team. Things don't need to be hard for you to have success. And I encourage you to do that. Reach out Hello@TheDentalATeam.com. And as always, thanks for listening. I'll catch you next time on the Dental A Team podcast.