Ask the Experts: New Patient Phone Calls
I recently hired a new employee for my front desk. How can I help my front desk team do the best possible job when a new patient calls the practice?
Roger P. Levin, DDS
A One of the most critical elements of dental practice is having a system for handling new patient phone calls. This is the first point of contact for new patients, and it can create an impression that is either positive, neutral, or negative. Obviously, the goal is to always create a positive impression, and one of the best ways to achieve that is by developing an appropriate script for team members to follow.
For example, when answering the phone, front desk team members should follow a script (in their own words) that begins with something like, "Thank you for calling Dr. Joan's office. This is Melanie speaking. How may I help you?" This greeting should be delivered calmly and with a pleasant tone of voice in order to set the stage for a good phone call.
Once callers identify themselves as new patients, rather than jumping to get them scheduled or grilling them for information, team members should approach the call from a wonderful customer service and patient relations perspective. The script should continue with something like, "I am delighted that you called. We love meeting new patients. Who may we thank for referring you?" This shows that you're happy to speak with them and that they are welcome and not an interruption. Furthermore, by expressing gratitude for whoever referred them, the front desk team member will come across as a very nice and caring person. This is the view that you want new patients to have of your practice.
Only then should you proceed to collect the other important information that is needed. Once that has been completed, the team member should end the call with the same four sentences every time: "Mr. Jones, I am delighted that you called our practice. Once again, my name is Melanie. If you have any other questions, please feel free to call me. I look forward to meeting you."
Using these three components as part of your team's script for answering phone calls will help to elevate your practice's image in the minds of new patients and create positive feelings for each one who calls.
Roger P. Levin, DDS, is the CEO and founder of Levin Group, a leading practice management consulting firm that has worked with more than 30,000 practices to increase production. A recognized expert on dental practice management and marketing, Levin has written 67 books and more than 4,000 articles and regularly presents seminars in the United States and around the world.
Questions can be submitted to asktheexperts@broadcastmed.com
About the Author
Roger P. Levin, DDS, is the CEO and founder of Levin Group, a leading practice management consulting firm that has worked with more than 30,000 practices to increase production. A recognized expert on dental practice management and marketing, Levin has written 67 books and more than 4,000 articles and regularly presents seminars in the United States and around the world.
