Dipso
New Patient call and scheduled.
Np Scheduled
What key phrase should we be using while collection information from patients?
May I
New Patient call and not scheduled.
Np not scheudled
What must we do at the end of every phone call?
Set appointment expectations
Patient called because they broke their tooth, what type of appointment is this?
Limited
Existing Patient call that was transferred to the practice.
Ep Transfer
What is the initial phone call greeting we should be using when answering all phone calls?
Thank you for choosing (Name of office) my name is (Name) how may I assist you today?
New Patient called in and the refererence guide states we would have to transfer due to a specific reason. i.e Transfer to office for Implants. PSR did not scheduld this appt.
Np Transfer
Expectations for a limited exam
This first appointment is for an exam, x-ray and we cannot guarantee same-day treatment. The doctor and team will review your treatment plan with you and schedule any future appointments during your visit.
Patient has had a bad experience and is now calling to speak to someone about this but doesn't want to be transfer to the Front Desk, what can we do?
Offer to file a complain on the Patients behalf
Use this option for new patients where there is not an accommodating office in the region.
No Opportunity
When transferring to the FD what must we always do before we transfer ?
Set voicemail expectations
New/Existing Patient that has an appt. and has now called in for some reason. Examples: Confirm/Reschedule/Cancel/Update chart info.
Prior Appointment Request
Expectations for a Comp Exam
This first appointment is for a full-mouth exam and x-ay. We know your time is important and it is our every intention to do your cleaning the same day, however, at your appointment the doctor will evaluate you and then determine the next best steps.
An insurance company is calling to see if we accept a certain type of insurance, what can we do?
We can check using our resources through the reference guide and always ask if there is a patient on the back line needing to be scheduled, if they say yes we would offer to schedule them.
Existing Patient who has been in the Practice before but it was 18 months ago or longer. Patient did schedule.
REACT - Scheduled
What are the voicemail expectations?
To better assist you I am going to connect you to our front desk, if we are with a patient you may reach our voicemail, please leave your name, number and a brief message so we can return your phone call
A distorted or "dead air" call. Patient who cannot hear you or that you cannot hear due to a phone malfunction. If conversation was started we MUST CALL PATIENT BACK if you use this dipo.
Phone Issue
Expectations for a Consultation
This first appointment is for a consultation with the specialist. At this appointment we will be able to determine the best course of treatment for you, as treatment is not guaranteed the same day.
The type of insurance the patient is using isn't listed anywhere on the reference guide or cheat sheet, what can we do?
We can still schedule and submit to task /comlog.
Sales calls, wrong numbers, or Professional Sources (doctors, other dentist offices, insurance companies, pharmacies). Must ask the caller if there is a patient on the line who needs to be scheduled.
Spam
When insurance is out of network, what do we tell the patients?
We set the OON expectations and offer to schedule
New Patient that has a chart but never completed an appt. and had no appt. scheduled prior to call & PSR scheduled appt
Np-Existing Chart Scheduled
A New Self paying patient calls and want to know how much dentures cost, what can we tell them?
What I can do is get you scheduled in with the doctor for an exam & xray, which is an estimated cost of ___. At this appointment the doctor will address concerns and discuss any further treatment pricing”
A self paying Patient is wanting to know if we offer payment plans, what can we offer the patient?
Smile care, Care Credit, Compassionate Finance