Fun dental stories and tips from a office manager who spends each day in the trenches of a busy two doctor practice.
Blog By:
Nomi Waters
Nomi Waters

How am I supposed to answer that?

How am I supposed to answer that?

10/18/2013 4:52:32 PM   |   Comments: 1   |   Views: 307
Answering the phone for a dental office can be challenging at times, all the questions about dental care and insurance. The callers want appointments but they can only come when they want to come and of course, you do not have an opening on that date or at that time! Most callers just jump right in and start telling you their story before you even know who they are! It is easy for a patient coordinator to become tongue tied and forget what to say. 

Not if you are prepared and you practice.Practice pinned on noticeboard

If you want to be good at something, anything, it takes practice. Write down a few of the questions that patients ask most often and create scripted answers to those questions.  Read and re-read them so they become second nature to you. Ask one of your team members ask you the question like they were the patient calling. Yes, I know role playing can be uncomfortable but it can help you know the right thing to say when on the spot in front a real patient.

Here are a few scripts to get you started ~

How to take control of a new patient phone call:

“Sounds like you’re looking for a new dentist, would it be ok if I get some information from you so I can enter you into my computer system, from there we can get your appointment scheduled.”


 A Caller asks if your office takes accepts a benefit plan that the office is out of network for:

“We are a non-restricted provider for that benefit plan, if you give me your benefit and subscriber information, I can check your benefits for you to find out which level of benefits your insurance company pays at our office.”


 A Caller asks for prices (shopper call):

“Do you know which type of crown that you need, do you know if you need a post or a build up? Did a dentist tell you that you needed a crown, perhaps coming into speak with one of Doctors for a free second opinion (or first) would be a good idea; we do have to see the tooth before we can tell you what needs to be done to fix it.”


 A Caller starts discussing their needs before you know who you are speaking to:

“I can help you with that; may I ask whom I am speaking to?”

With Your Success in Mind,



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