You: “Thank you for calling Deluxe Dental, this is (Your Name), how can I help you today?”

Patient: “Hello, I’d like to schedule an appointment.”

You: “Have you been to our office before?”

1. 1

   If they have been to the office: “Okay great, what is your first and last name and what location do you visit?”

   Patient: “Thank you, I have you all set up for next Friday the 17th at 1:00 we look forward to seeing you.”

2. 2

   If they are a new patient: “Okay great, let me start by getting some information.”

   If they are a new patient you will collect all needed information i.e. full name, address, two phone numbers, birth date, email, social security, insurance and member id number and lastly make sure you have the REFERRAL SOURCE.

3. 3

   ** You will schedule this appointment in the correct section at a reasonable time for the patient if we have it available.

MAKE SURE WHENEVER YOU MAKE AN APPOINTMENT BEFORE YOU HANG UP THE PHONE YOU VERIFY THE APPOINTMENT DATE AND TIME WITH THE PATIENT. ALWAYS SAY THANK YOU AND HANG UP AFTER THE PATIENT THAT WAY IT ELIMINATES ANY NEGATIVE FEEDBACK.

You could slam the phone down and the patient could still be on the phone and hear the noise and assume you had an attitude with them and when they come in typically that’s the first thing a customer of any sort will remember “that you had an attitude” and that could lead back to our employer and we don’t want that, we want our customers to feel appreciated whenever they call or come into our location so just be alert at all times in the office and on the phone. A good way to always start the phone call off good is to SMILE, when you smile while over the phone it helps ease the awkward tension on the phone and makes the call go over easy and hopefully that will avoid the patient to feel otherwise.