The initial phone call is one of the most vital parts of an orthodontic practice. If the new patient phone call is handled properly, the potential new patient will have a positive outlook regarding the practice, often resulting in an increase in case acceptance.
I recommend all new patient phone calls be handled in the same manner. The format and guide lines should be identical and the scripting should be memorized. One of the ultimate goals of the initial phone call should be to educate, motivate and excite the new patient about the practice and the services you offer.
Creating a flow sheet will generate a guide line for staff members learning the new patient phone call process. Frequently, staff members forget to ask vital questions which result in a lack of collecting needed information. Visuals for staff members to look at while speaking on the phone will help aid them in proper scripting.
After the basic information is gathered the new patient should be asked “Whom may we thank for referring you?” When the answer is given, something positive should always be said regarding that individual. In addition, they should be asked if that individual has had the opportunity to inform them about the doctor.
At this point, the opportunity should be taken to inform the new patient over the phone about the doctor’s background. I recommend choosing three bullets about the doctor.
- Dr. Smith has been practicing orthodontics for over 18 years
- He is board certified
- And he practices using the most advance technology available
Promoting the doctor over the phone, prior to the new patient exam, builds confidence and excitement about the doctor and sets your office a part from competitors.
It’s also important to ask: “Are there are any medical concerns the office should be aware of”? Often, patients are allergic to latex gloves, have a heart murmur or may be handicapped. Knowing this information a head of time will allow for a better experience.
Another key question is asking about, “whom their general dentist is and when was their last cleaning and or check up”. I also recommend asking if they are aware of the referring dentist’s main concern and if the new patient has any additional concerns of their own. These questions will help prepare the treatment coordinator in advance concerning any obstacles he or she may have in starting the patient.
Most importantly, the potential new patient should be offered the opportunity to have their insurance verified prior to being seen in the office. Having the insurance verified prior to the new patient exam will allow the treatment coordinator the opportunity to properly address financial concerns while presenting fees.
When asking for the new patient’s insurance information over the phone it should be asked in a manner to convey you are providing them with excellent customer service. “Do you have any insurance we may check on for you? You should not say – “Do you have any insurance?”
Furthermore, it’s important to ask the potential new patient “Are there any additional family members you would like us to see?” Often, the answer to this question is similar: “I have another son who is only 7 years old – is he too young to start? Or “I’ve often thought about braces for myself but I’m too old”. This question gives the perfect opportunity to further educate the patient over the phone about reasons for early evaluation along with advancements in orthodontic care for adults. Consistently asking this one question will increase your overall new patient exams without any additional marketing efforts.
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