Speak Their Language
I love lists, I am a perfectionist, I have so many questions, I'm in analysis paralysis mode because I make decisions based on data.
What is the methodical thinker?
It's your tone that sets the rest of the call up for success. The caller will decide in 0.2 seconds if this sounds like a sales call.
What is Greeting?
We have implemented MBA to eliminate ________ and _________. We also manage by facts, not feelings.
What are DRAMA & MICROMANAGEMENT?
Before taking corrective action, this step invites a Patient Advocate to commit to clear expectations around lead follow-up, call quality, and availability.
What is Ask to commit to an agreement?
Your most powerful tool in a phone call.
What is your tone?
I deeply care about people's feelings, I'm a people pleaser and don't make big decisions alone. I also base my decisions off of my emotions.
What is a Humanist?
It's using the patient's name consistently throughout the call. You're actively listening to the patient's dental journey/story and building trust quickly.
What is Rapport?
If you want to make an agreement with someone always start with this.
What is the WHY?
When lead response times slip or follow-up standards aren’t met after an agreement has been made, this step reinforces non-negotiable expectations and requires recommitment to the agreement.
What is Insist?
The four products we "sell".
What is function, health, confidence and aesthetics?
I make decisions logically. I love speed and winning my game. Get to the point or I get annoyed or come off as rude. Give me the cliff notes and nobody gets hurt.
What is a Competitive?
It's a two step process.
1. You're asking open ended questions like, how this affects daily life, what appliance are you currently using, how long have you been considering a permanent solution?
2. Why our doctor and team are implant experts, what the appointment will include, and how this investment could change their life.
What are Engage & Expectations?
The 3 parts that make up an agreement.
What are the WHO, WHAT and especially BY WHEN?
This step is triggered when performance metrics like show rate, call quality, or availability fall below Briteline standards and formal improvement is required.
What is Demand and placement on a Performance Improvement Plan (PIP)?
When a patient hesitates about the price of implants, you remind them this word frames it as long-term value for health, confidence, and function—not just money spent.
What is an Investment?
I'm all about the experience, the life of the party, give me the VIP status when I arrive to my consultation. I love a comfort menu, bottled water and a coffee bar. Don't give me too many details or you'll lose my attention. I'm highly emotional person. Ohhh, shiny object!
What is a Spontaneous?
This GREAT Call step focuses on gaining consent to schedule the consult with the patient and their support person.
What is Ask Permission?
Every inefficiency or frustration in our organization is caused by a ________ or ________ agreement.
What is a MISSING or BROKEN agreement?
After expectations have been clearly communicated and documented, this step ensures accountability to Briteline’s lead management systems and KPIs.
What is Enforce?
How to regain control without sounding pushy.
What is guiding with curiosity/asking open ended questions?
When fear or dental anxiety takes over, this communication style often masks the true self by becoming more controlling or defensive.
What is Competitive?
This GREAT Call step focuses on transactional details like confirming DOB, email address and that the patient received our confirmation text.
The second part is the close expressing excitement about patient outcomes and ask, can we count on you to make it to your reserved appt?
What are Tell Me Your Details & Thank You!
It's not bad or wrong if you accidentally break an agreement.
If you break an agreement, acknowledge it then recommit to the agreement. By doing this it means you have the highest _______.
What is INTEGRITY!
If a Patient Advocate continues to miss commitments that impact implant consult scheduling and partner trust, this is the final step in the AIDES process.
What is Suspend?
The ultimate win on a call, every PA's goal.
What is the patient ARRIVING confident, informed, and feeling completely heard?