Dental Front Office Telephone Training
Dental front office telephone training can be tough to pull off! Who has the time or the man-power? Many times, the dental office doesn’t even have anyone in the office who can train new front office team members.
Sometimes, a new dental front office team member’s first task when they start a new job is to jump in and answer the phone! But that’s okay! Anyone can answer the phone… right?
Anyone can answer the phone! It isn’t all that hard to pick up the phone receiver and say “Hello”, or “Dr. Smith’s Dental Office” .. or whatever it is you say in your dental office.
Not everyone can answer the dental office telephone well! This ringing machine is bringing new patients to your door each and every day. But there’s a catch. Well… maybe a couple. First, you’ve got to answer it. And, you’ve actually got to answer it pretty quickly. In addition to that, you’ve got to know what to say and how to say it.
Although Each Call Is Important, That New Patient Call Is Especially So! We only get one chance to schedule that new patient. Our first impression matters. Or, the reality is, that new patient is going to call someone else. Don’t give your new patients away!
Want to increase your new patient calls? It can start today! right here!!
Dental Front Office Telephone Training Improves Every System
I have outlined some training tips for you right here! But you can get some advanced dental office telephone training right here with my training course! This course includes audio tips as well as written lessons. Take a look at the outline of this course by clicking on the link just below the course picture.
Dental Front Office Telephone Training Tips #1
You may not have been professionally trained on how to manage the dental office phone. Here are some helpful tips!
- Have a scripted greeting. Decide what will be said when any team member answers the phone.
- The answering machine is for lunch breaks & after hours calls. Be careful not to use this to answer calls during business hours.
- Call patients back within an hour of receiving their messages when they have left a message. The sooner the better.
- Speak slowly and very clearly.
- Smile. Patients can hear it!
These tips may seem very basic and simple. They are. They are also so very important. The dental office telephone is truly the blood line. The telephone is the way most patients will get to your office. Most of your communication with patients will happen through the telephone.
Dental Front Office Telephone Training Tip #2
Keep A Notepad On The Desk & Near The Phone At All Times. I like to start a new sheet each day and date the top of the page. This is a great way to make sure every call receives the follow-up attention it needs. And to remind me of things I still need to attend to. I have even used my notebooks as a reference at a later date.
It might sound silly or like something that everyone would know or do. I assure you that it is not!
The job of answering the phone can be done without a notepad and pen. But it won’t be done the very best possible way.
In everything that we do in our day, there is a good way to do it. There is a great way to do something. There is also the very best possible way to do something! My vote is always for the very best possible way to do everything!
When multiple phone lines are being answered, patients are checking in for their appointments, patients are checking out from their appointments, and others are buzzing all around, a note pad is absolute survival!
- Start each day with a brand new sheet of paper, but don’t shred yesterdays until it has been double checked for completion.
- Double check everything that has been written down during quieter times at the desk, to make sure each item has been taken care of.
- Cross off with a single line once completed just in case that line item needs to be revisited.
***Small spiral notebooks are actually my favorite notepads & I have been known to keep them for a month to reference back to***
Dental Front Office Telephone Training Tip #3
New Patient Calls Take Priority Over All Other Activities!
I know what you are thinking!! Those calls often come in the midst of the busiest moments. Why? I will never know!
It’s up to you to do what it takes to not put that new patient call on hold & to get them scheduled as efficiently as possible.
What to do to make that happen takes some finesse and judgement on your part.
If you have a patient at your desk, promise them you will be right with them. If another patient calls in, you may need to call them right back. Your existing patients love you and will want to support you if they are handled well.
Dental Front Office Telephone Training Tip #4
Remain Calm & Confident With Patients In All Conversations
Phone conversations with patients can go in so many directions. The dental office team member who answers the phone must be prepared with anything and everything that is asked of them. It is important to be confident, calm, competent, and courteous.
Why Dental Front Office Telephone Training Is So Important!
- Almost every single new patient call comes through the dental office telephone.
- Account and billing questions are answered over the dental office phone.
- Payments are taken, appointments rescheduled, medical questions and dental questions are asked and answered.
- A tremendous amount of information is provided through the office telephone!
- Much is expected from the person answering the dental office telephone.
- This team member must be able to respond well under pressure and to do so quickly, and almost like a reflex.
This is not an area to just “wing” and hope for the best! If you are reading this as the dental front office team member who is answering the phone, and you have never been professionally guided or trained to manage the phone, do this for yourself! Improve your day and advance your career. You will be so glad you did!
If you are reading this as a dentist or office manager, get your dental front office some training! Work with your dental front office on the training sessions I have available for you here. You may want to change some of the wording to better suit your practice. That’s great! But give your team and your patients the support they all need today.
Dental Front Office Telephone Training Includes Scripting
Planning some basic scripting for your individual dental practice can be helpful. Of course, you will want to allow each individual team member’s personality to shine through every conversation, but plan ahead and know what basic answers should be for question that will be asked.
I’m a huge list maker! Start by making a list of the questions that are asked over the office phone?
- How much does a crown cost?
- Could I reschedule my appointment that is set for today?
- Do you accept dental insurance?
- Can I make payment plans on my filling scheduled next week?
Dental Front Office Telephone Training For The Entire Team
Who answers your dental office telephone? Is there a dental assistant or even a dental hygienist who helps out at the front office? It’s great to have help! It’s also a great idea to make sure that everyone who answers the phone gets the same training!
Training materials such as online course , power point presentations and e-books are available here! As well as one-on-one coaching and training sessions created just for you!
Dental Front Office Telephone Training Customized!
I’m here for you! And would love to help you with your dental office telephone training needs. Please feel free to reach out to let me know how I can best help you. Let’s schedule a time to chat!