The New Patient Experience Begins With The First Phone Call
We’ve always been taught that the new patient experience begins at their initial visit, right? Wrong! It begins the moment you answer your phone. That voice on the other end is the first thing the caller hears, and it’s what sets the tone for their entire experience with your office. This is important, especially with new patients, because it’s their first interaction with your office, and your voice represents the business. A positive attitude is infectious! This is especially true for callers who begin a call with a defensive or angry attitude. The more welcoming your voice, the more comfortable the patient will feel. Here are a few examples and tips:
Smile When You Answer
Answer the call within three rings and start with a professional greeting and a smile in your voice. Use opening phrases that sound professional, such as “Good morning, good afternoon, thank you for calling.” be sure to speak slowly and clearly and include the office name and your name. This is a big part of the experience because the person on the other end of the phone cannot see your face or body language. It is necessary to convey your message through clear speech and a smile.
Focus on the Patient
Give them 100% of your focus. Multitasking isn’t as beneficial as you might believe. The caller may sense whether or not you are fully present on the call, and it may send the message that their needs are unimportant to you. Listen, absorb, and repeat this to the caller.
Active Listening
Actively listen and take notes. Once you have the caller’s name, write it down and continue to use it during your conversation. Callers respond well when called by their name. Continue to use their name throughout the call, especially when discussing their needs. Doing this will help them focus on what you are saying and help to make them feel valued.
Asking Permission to Hold
If you have to place them on hold, ask for their permission. “May I place you on hold for a moment?” Never put them on hold without announcing you’ll be doing so. If the caller is on hold for over two minutes, pick up the call and check in with them. There will be times that the hold time may have to exceed two minutes; just remember to check back in with the patient. Your constant communication will be appreciated, and let them know you care and that their time is valuable.
Reiterate Details and Convey Enthusiasm
When you are ready to end the call, repeat specific details such as the appointment day and time. Thank them for calling, and ask if there is anything else you can help them with before you end the call. Let them know you look forward to meeting them and encourage them to contact the office should they have any additional questions.
At the end of the day, you should approach these interactions as you would want to be treated. As managers / administrative team members, we are the worst critics when it comes to our interactions with other healthcare facilities. You are an actor, and your desk and phone are your stage. When that curtain goes up, it’s SHOWTIME!
About the Author
Danielle Dailey is the Office Manager for South River Dental Care in Edgewater, Maryland, and has been a lifetime member of AADOM since 2008. She received her FAADOM with the inaugural class of 2010. She serves as the President of the Dental Education Leadership League of Baltimore/Annapolis, Maryland, also known as the BAM Leadership League.
