The Power of a Well-Handled New Patient Call

Imagine this...

A potential new patient calls your practice. They have a dental concern but aren’t sure where to go. The front office coordinator answers hurriedly, provides basic details, and schedules an appointment—but the patient hangs up still uncertain. A day later, they cancel, or worse, they no-show. Sound familiar?

Now, picture this instead! The call is answered warmly and promptly. The front office coordinator builds rapport, asks strategic questions, and sets clear expectations about what will happen at the appointment, including fees, treatment, and policies. The patient arrives feeling informed and confident.

This is the power of a well-handled new patient call.

A new patient call is more than just scheduling—it’s about setting the stage for an effective, trust-based relationship. Yet, many front office coordinators struggle with knowing exactly what to ask and how to guide the conversation.

Key indicators of a successful new patient call:

• The patient is asked the right questions to determine appointment priority.

• They receive clear instructions, including what to bring and what to expect.

• The front office uses a system to ensure crucial details are passed to the treatment team before the appointment.

• Calls are handled without being rushed or interrupted.

• The front office coordinator knows exactly what information to collect and provide.

• They can handle multiple calls without compromising patient experience.

• They build trust, leading to higher patient retention.

• They pre-empt cancellations by setting clear expectations.

Without these systems in place, the result is miscommunication, appointment inefficiencies, and patient frustration.

Your front office team is the first touchpoint in a patient’s journey. Are they set up for success?

Want to improve your front office’s ability to convert calls into successful appointments? Join our Best Practice Phone Skills Training to master the patient journey from the very first call.