The New Patient Phone Call: A Fresh Perspective

Real-World Insights from Kate Ross, MAADOM.

 

New patients are vital for a thriving dental office!

They are essential for growth and to offset natural attrition from people who leave the practice. They boost the practice’s financial success by generating additional revenue while bringing new dental needs. Each new patient represents a chance to build new relationships and to provide exceptional care.

The new patient journey begins long before the patient enters the office. If a prospective patient has chosen to call your practice, you are already one step ahead, and they chose you!

It is now up to you to make an excellent first impression. This interaction sets the tone for the entire patient experience, significantly influencing whether the new patient will schedule an appointment and ultimately attend their initial visit.

In this article, I will explore the foundation of the new patient phone call while offering a fresh perspective on elevating your conversation.

The HELLO!

How you answer the phone matters!

Take a deep breath and refocus before you greet your caller. When you are busy, feeling rushed, or being interrupted – it is possible to hurry through a greeting.

Take a moment to put a smile on your face and answer the phone. Give the caller your full attention as if they are standing in front of you.

If your environment tends to be noisier, consider having a signal to alert your team that you’re on the phone with a potential patient. They won’t always be able to fully quiet, but at least everyone will be aware of their noise level.

A dental office manager smiling while talking to a patient on the phone.

The CONNECTION!

Always ask your prospective patient their name. Addressing your caller by their name is the first step in making a connection.

Find out how this prospective patient heard about your practice. While it is helpful to track referral sources for marketing, etc., it is also another opportunity to connect.

Are they new to the area? If so, welcome them to your town and tell them they’ve called the right office! Consider asking where they’ve moved from; you’ll learn more about the caller, which gets them talking.

Every little bit of information they share is a way to mentally note who you’re speaking with and allows you to tailor your conversation.

Sometimes, this will naturally lead to why the patient has called. If not, this is the perfect time to inquire and learn about the reason for their call.

Listen to learn more about why the patient is calling and ask clarifying questions—this will help you transition to the next portion of the call, the appointment!

For example, if the caller states it has been 10+ years since their last visit, you’ll know you won’t need to follow up by asking the patient if they would like to transfer their recent records.

While building the initial connection, it is essential not to overwhelm the caller with too much information too soon. It is not the time to ask what type of insurance they have or review the appointment cost unless otherwise requested. There will be time to review these important details later in the call.

You’re still building trust and confidence for your future patient. Remember to use the cues the caller gives to tailor your conversation best!

Learn More Phone Skills

The APPOINTMENT!

Now that you’ve successfully connected with your new patient, it is time to schedule!

You may have already picked up cues about the appointment type they seek. For example, if they’ve explained they are new to town and are looking to find a new dental home, they are likely hoping to schedule a routine hygiene visit with an exam and radiographs. If they stated they were in pain or had immediate concerns, it may be time to seek an emergency visit on the dentist’s schedule.

Once you’ve clarified their need, asking the caller to tell you more about their schedule is helpful. Knowing their availability will help you understand how soon they hope to arrange an appointment and avoid certain days or times.

If a patient isn’t due for a hygiene visit for another six months, offering options for next week isn’t helpful. This is also a great time to find out if they have a preference on who their provider will be.

While searching the schedule, take the opportunity to let the patient know what to expect at the visit. Be descriptive and informative, including the time allotted, associated costs, etc. This helps fill the quiet space and allows for potential questions that may arise.

However, be mindful of unnecessary chatter. For example, the caller doesn’t need to know that you are booking further out due to a team member being on vacation—give the caller only what they need to know.

Based on the patient’s availability, I believe it is wise to offer two options. The goal is that at least one of the appointments will align with their schedule and preferences vs. blindly offering one choice after another.

The DETAILS and the GOODBYE!

Take this time to gather pertinent patient information specific to your practice needs, provide additional details about your practice, and answer any questions. If you haven’t already, review what to expect on their first visit: length of appointment, potential need for radiographs, etc.

Be transparent about your insurance participation and when payment is due. Inform the patient how they will complete new patient forms and how your office will communicate regarding appointment reminders and confirmations.

Give your new patient time to ask questions. Kindly ask your patient to let you know if they need to cancel their visit and review your cancellation policy if you have one.

Always end the call with your name, a review of the date and time of their appointment, and most importantly—thank them for calling!

The experience a prospective patient has during their initial call can directly affect their perception of the practice and their likelihood of becoming a loyal patron. Try incorporating some of these tips and suggestions to master the art of the new patient call.

 

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About the Author

 

Profile of Kate Ross, MAADOM.

Kate Ross, MAADOM

Kate Ross, MAADOM, graduated from Appalachian State University and is currently the Office Manager at Gillespie Dental Associates in Asheville, NC. She has spent the last 12 years eagerly pursuing her career in dentistry.

She’s been a member of AADOM since 2020. She received her FAADOM in 2023 and achieved her MAADOM in 2024.

In addition to her professional accomplishments, Kate takes pride in being a loving mother to her two grown children.

 

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