Dental Office Phone Basics Include Everyone
Dental office phone basics begin with the phone mechanics. Does everyone on your team know the ins and outs of your office phones? Because anyone on the team might just be needed in a pinch! In fact, one dentist I worked with, answered the phone anytime it rang as he walked by. Especially during times that I was helping someone in the front desk. We want everyone on the team to know where all the bells and whistles are. And to have at least a basic understanding of the phone set-up and mechanics.
What about voicemail messages? Is there an answering service? How do we retrieve messages? And what about the phone volume, ringer volume, hold and transfer buttons? Although it may sound silly, this is a great team meeting topic. And I hope you hold regular team meetings that include team phone training. Everyone learns from one another in this way. Bring the phone, talk about the features, and be sure everyone knows all there is to know about it. Then, jump into some additional phone basics.
When Team Members Help
Decide to what extent other team members can help. Do you want everyone on the team to process payments and schedule? Or would you prefer to have team members take messages for a call back later from the main administrator? The most important factor is that the phone is answered quickly and consistently. Be sure all team members know the office greeting. And remember, the greeting brands the practice. So, script your office “hello” and “goodbye” and get the entire team on board!
Keep a note pad by the phone for any phone messages. And be sure to sign off on every message with your initials. This will help the main administrative team members identify who to go to with questions. It is most likely that these are rare occurrences. However, preparation is key to it’s success! Establish a simple protocol and make adjustments as necessary. Discuss at future team meetings any issues or challenges.
Dental Office Phone Basics with Team Training
Dental office phone basics include team training. Once everyone knows what the phone does and is no longer afraid of it, let’s work on scripts. Yes, our “hello” and “good-bye” are a must. But there are several other conversations to review with the team. Because we have many of the same phone conversations every day. “Do you take my insurance?” “I need to reschedule my appointment” and “Is it too late to cancel my appointment?”
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Discuss and review tone and “please hold” management. Review and revisit phone scripts and management several times each year. And again, team meetings that include a few moments of team training are best. Openly ask questions about phone management within team meetings. Questions such as, “how are things with the phones?” is a great start. “Are there any patient calls or patient questions anyone is struggling with?” is another great conversation starter.