When making appointments and speaking to patients on the phone it is important to lead them. Introduce yourself and where you are calling from, disarming them gets their attention off whatever else they’re doing and gets them focused on you. Politely explain the purpose of your call.

1. 1

   When setting up an appointment, tell them a date and time. “I have you all set up for Friday the 10th at 2:00” instead of “What time works well for you?” or “How about Monday at 2:00?”.

2. 2

   This assertive confidence will more likely end up with an appointment. The patient will often make the time work out for them.

3. 3

   Giving them too many options can delay some patients and end with no appointment made.