Phone call work flow for dental patients

Phone call work flow for dental patients

In this blog post we will look at workflow for dental patients when taking their calls on the phone, for both new and existing patients.

It’s important to be friendly and to answer the questions and update any neededinformation.

First, we’ll talk about specifically how to handle a new patient, and then we’ll talk about the existing patients, which may be a little bit shorter.

Phone Workflow for new patients

It’s good to have a process that allows you to formally greet the patient when you answer the phone, and get the information that you need from them early in the conversation.

Take a moment to ask some questions and build a relationship with the patient, and then take some time to answer patient questions and share information about the office.

Next make sure you get that appointment for that new patient. That’s the goal is to ask for the appointment and thank the patient.

Having a form to fill out for new patients is a great way to help you go through the process and quickly write information down. That info can then be stored in your practice management software.

When you first answer the phone, if you’re not sure if it’s a new patient, you may want to ask them, when was the last time we saw you here?

You don’t want to mistake an existing patient for a new patient. If they are a new patient, make sure, early in the conversation, you get their contact information.

Ensure you get their name, their phone, their email, any insurance information, any referral sources. But it’s nice to get this information early in the conversation.

To do this you may say to them, “In case we get disconnected, can I go ahead and get your name and number,” then go ahead and update some of this information.

You do want to take some time to build the relationship with the patient. Ask open-ended questions just to get to know the patient better and get to know their concerns so you can write that down as well as the reason.

Then take some time to engage with the patient, answer their questions if they have any objections.

You want to make sure you can help resolve their concerns about locations or appointment hours or insurance or procedures, whatever their question is. It’s nice to have something positive to share for the patient to learn, some nice information about the office.

Also keep in mind the key is to ask for an appointment. After all, that’s the goal.

A lot of offices may spend a lot of money advertising, and then when you get that lead for the new patient, there’s been quite a considerable effort to get that lead for that patient.

So don’t take that initial call for granted. Ideally you want to see that call and that lead converted into an appointment so that you can help them join the office and help take care of them.

Finally, just thank the patient for calling and take that information that you’ve gathered to put into the computer for the rest of the staff to see and to know, especially things like referral sources, and the reason for calling.

Phone work flow for existing patients

Now, if it’s an existing patient, a script for answering the phone is still useful.

Maybe something as simple as, “hi, this is [name] at [dental office]. How can I help you?”

Something quick.

But just identify the office and identify the staff member.

Then early in the conversation it is good to at least confirm the phone number, if not other information.

This way you know you’ve got their latest information. And in case anyone gets disconnected, you certainly want to have a good contact number.

Once all the questions are answered, have a good closing: “Is there anything else that I can help you with?”

A phone call work flow for new and existing patients

Having a script for new and existing patients is a good and worthwhile strategy.

For new patients, it’s nice to have a form that you can write this information down, save it in the computer. That way, if you have a form and the patient doesn’t schedule, you’ve got a potential lead that you can follow up with later.

If it’s an existing patient, just having a nice welcome greeting and a nice closing at the end. And we always want to help get the patient scheduled.

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