Behavior Drivers
Are there any additional family members in need of an appointment today?
What is Asking for additionals on all calls.
I will schedule you for an exam by the dentist. They will establish your plan of care and then the office will schedule any treatment.
What is Adult Establish Care?
Agent Says: Due to the limitations on Medicaid in the state of Colorado, Aspen Dental is not permitted to see Medicaid or Health First patients, we do suggest that you reach out to your insurance company for a list of providers in your area.
Agent asks for Two pieces of information OTHER THAN the first and last name
What is HIPAA Verification
Confirm Office, Reason for Visit, Insurance and Referral
What is Probing?
Agent says “What I will do is…” or “Let’s go ahead and…”
What is Be Assertive?
I will schedule your child for an exam by the dentist, a cleaning by the hygienist and then the office will schedule any treatment.
What is CHILD—ESTABLISH CARE
Agent says:“I understand your concern. Let's go ahead and get your first visit scheduled and then you can verify coverage with your insurance plan. If you choose to reschedule or cancel, just call us back and press option 2.”
Agent schedules patient and let the patient know if they can get a release from their OB/GYN prior to the visit, that would be helpful (the release is not mandatory)
What is Pregnant Patients
Confirms spelling/details verify HIPAA
What is collect/Repeat/Verify Account Information?
Agent offers to hold the appointment at least 2-3 times on every call, Checks surrounding locations calls Assist for help with scripting to overcome any challenge.
What is Exhaust all options on every call
I will schedule you for an exam by the dentist. They will let you know how they can help with your (concern) and then the office will schedule any treatment.
What is ADULT—BROKEN TOOTH / PAIN / SWELLING / BLEEDING
Agent says:
Great! I can get you in as soon as (DATE & TIME). The office will do everything they can to work with you so you can get the care you need. May I ask you a few questions to setup your account and get you scheduled?”Continue
We can give this to all priority patients which is all pain/bleeding/swelling/compromised tooth and ALL denture/implant calls, regardless of when they are scheduled for an appointment
What is Walk-In Scripting
Set your patient up for success when scheduling appointment
What is Setting Expectations
Agent says “I understand you’d like the price of dentures, Mr. Smith. While I’m pulling up that information, would you be looking to come into my DeWitt, NY office? Do you have any natural teeth? "
What is Acknowledges and Redirect?
I will schedule you for an exam by the dentist. After the examination, the dentist will be able to answer your questions and discuss next steps.
What is ADULT—IMPLANTS (NEW PATIENT)–18 Years or older
Agent says: I understand your concern. I will schedule your first visit and then you can verify coverage with your insurance plan. If you choose to reschedule or cancel, just call us back and press option 2.”
What is All Other Insurance Over 21
The patient was seen in the office within the last 5 (business) days and is experiencing an emergency
What is Emergency Hotline Proceedure
Does not create duplicate accounts or hold appointments patients did not agree to
Agent says "Other offices that take Medicaid are usually booked up and I get can you in as soon as December 14th at 10 am. May I get your cell phone number, please?"
Whar is Offer the value of coming to Aspen Dental
A licensed and qualified provider will assess your dental care needs at your initial appointment. From there, your dental care team will work with you to create your treatment plan.
What is ORAL CARE CENTER—NEW PATIENT VISIT
Agent says: “Great! Mr./Mrs.... Aspen Dental accepts most Medicare Advantage Plans. The office will verify coverage on your first visit. If they don't accept your plan your first visit, exam and x-ray will be free. At Aspen Dental the office will do anything to make your care affordable. Let’s go ahead and get you scheduled for your first visit.”
What is Medicare
What is Items that do not belong in Check In Notes
Complete date and time
* Complete address, including street number / name, city, AND state (zip not
required)
* Bring photo ID insurance card (if applicable)
* Arrive early (15 minutes)
* Look for an email/text confirmation (as
* Are there any special accommodations?
What is giving a full summary?