Your front office is the first impression of your practice. A well-trained team can convert 80%+ of callers into scheduled patients, while an untrained team might convert only 30-40%. The difference? Scripts, systems, and consistent training.
Phone Scripts That Convert
The Opening
First 10 seconds set the tone. Use this framework:
Key elements: Gratitude, practice name, personal name, open question
What NOT to say:
- "[Practice Name], please hold" - Never put new callers on hold first
- "How may I direct your call?" - Sounds like a call center
- Just the practice name - Impersonal, abrupt
Information Gathering
For new patient calls, gather information conversationally:
- Acknowledge their need - "I'd be happy to help you schedule an appointment."
- Ask about urgency - "Is this for something bothering you now, or are you looking for a regular checkup?"
- Get contact info early - "Let me get your name and best number in case we get disconnected."
- Insurance last - Don't lead with insurance questions
Handling Common Objections
| Objection | Response |
|---|---|
| "How much does it cost?" | "It depends on what treatment you need. Our new patient exam is $X, and Dr. [Name] will go over all options and costs before any treatment. Would you like to schedule that exam?" |
| "Do you take my insurance?" | "We work with most insurance plans. What insurance do you have? [Look up] Yes, we can work with that. Let's get you scheduled." |
| "I need to check my schedule." | "Of course! I have openings on [Day] at [Time] or [Day] at [Time]. Which works better? I can also send you a text reminder once you confirm." |
| "I'm just price shopping." | "I understand—you want to make a good decision. What's most important to you in choosing a dentist? [Listen] We focus on [their priority]. Can I tell you a bit about our approach?" |
| "Your first available is too far out." | "I understand you'd like to be seen sooner. Can I put you on our short-notice list? If anything opens up earlier, we'll call you first." |
New Patient Call Flow
Follow this sequence for every new patient call:
- Warm greeting (5 seconds)
- Identify their need - Pain? Cleaning? New to area?
- Capture contact info - Name, phone, email
- Address urgency - Same-day if pain, next available if routine
- Offer specific times - "I have Tuesday at 2pm or Thursday at 10am"
- Handle objections - Use scripts above
- Confirm and recap - "You're all set for [Date] at [Time] with Dr. [Name]"
- Set expectations - What to bring, arrive 15 min early
- Send confirmation - Text/email while on phone
Handling Insurance Questions
Insurance conversations can derail calls. Keep them brief and redirect to scheduling:
If You're In-Network
"Yes, we're in-network with [Plan]. Your insurance typically covers preventive visits at 100% and other treatments at 50-80% depending on your specific plan. Would you like to schedule your visit?"
If You're Out-of-Network
"We're not in that specific network, but we work with your insurance as an out-of-network provider. Many patients find their coverage is similar, and we submit claims for you. Plus, you get to choose the dentist you want. Should we schedule a visit?"
If They Have No Insurance
"No problem! Many of our patients don't have insurance. We have straightforward pricing—our new patient exam is $X. We also offer payment plans for larger treatments. When would you like to come in?"
New Team Member Onboarding Checklist
Week 1-2 training checklist for new front office staff:
Day 1-3: Systems
- Practice management software navigation
- Phone system and transfer procedures
- Insurance verification process
- Patient check-in/check-out workflow
Day 4-7: Scripts
- New patient call script (practice 20+ times)
- Appointment confirmation calls
- Insurance explanation scripts
- Objection handling (role play daily)
Week 2: Supervised Calls
- Shadow experienced team member
- Take calls with mentor listening
- Debrief after each call
- Graduate to independent calls
Measuring Front Office Performance
Track these metrics monthly:
- Call-to-booking rate - New patient calls that result in scheduled appointment (target: 80%+)
- Hold time - Average time callers wait (target: under 30 seconds)
- Abandoned calls - Callers who hang up before answered (target: under 5%)
- Collection rate - Percentage of patient responsibility collected at checkout (target: 95%+)
- Confirmation rate - Appointments confirmed vs. scheduled (target: 95%+)
Weekly Training Routine
Ongoing training keeps skills sharp:
- Monday: Review last week's call stats, celebrate wins
- Wednesday: 15-minute role play on one objection
- Friday: Listen to one recorded call together, discuss improvements
The Bottom Line
Your front office team is your practice's sales force. With proper scripts, consistent training, and regular measurement, they can convert 80%+ of callers into patients. That's the difference between a struggling practice and a thriving one.
