When a new patient calls your office, that first conversation can determine whether they book an appointment or keep searching. A friendly, informed, and confident front desk team makes all the difference. Here’s a simple action plan to help your office handle new patient calls the right way.
1. Keep Your Front Desk in the Loop
Your marketing efforts bring in calls, so your front desk needs to know what’s going on. If you’re running an ad for teeth whitening, patients will ask about it. If you have a special offer, they should be able to explain it. Make it a habit to update your front desk on any promotions, new treatments, or changes. A short meeting once a week or a shared document with key details will help them stay prepared.
2. Know the Treatments and Services
Every call is different. Someone asking about a routine cleaning doesn’t need the same information as someone considering dental implants. Your team should be ready to answer basic questions about all treatments confidently. Keep a simple FAQ document handy so they always have quick, clear answers. If they don’t know something, train them to say, “That’s a great question! Let me check with the doctor and get back to you.” This builds trust with patients instead of leaving them with vague or incorrect information.
3. Sound Warm, Friendly, and Confident
A patient may be calling multiple offices, trying to find the best fit. How your team sounds on the phone can make a big difference. A friendly greeting like “Thank you for calling [Practice Name], this is [Your Name]. How can I help you today?” sets a welcoming tone. Encourage your team to smile while they talk—it actually makes their voice sound warmer. And no rushing! Even if the office is busy, patients should feel like they have your full attention.
4. Guide the Call Toward Booking an Appointment
The goal of every call is to get the patient scheduled. Instead of just answering questions and waiting for the patient to decide, guide the conversation toward making an appointment. Try something like:
- “We’d love to take care of you! I have an opening on [Date/Time]. Does that work for you?”
If they hesitate, offer reassurance: - “I can pencil you in now, and if you need to reschedule, just let us know.”
If insurance is a concern, say: - “We work with many insurance plans. I’d be happy to check your benefits for you.”
The more helpful and confident your team is, the more likely the patient will say yes.
5. Follow Up if Needed
Not everyone books on the first call, and that’s okay. But don’t just leave it at that. A quick follow-up call or text a few days later can make a big difference. A simple message like “Hi [Patient Name], we wanted to check if you had any other questions. We’d love to schedule you when you’re ready!” shows that you care.
Simple Steps for Big Results
By keeping your front desk team informed, confident, and genuinely helpful, you’ll turn more phone calls into appointments. A few small changes in how you handle these calls can lead to more new patients and a stronger practice.
If you’d like help refining your phone strategy, reach out! We’re here to support your success.