Phone Skills
Your guide for answers the phones effectively and turning calls into new patients
A study of over 10,000 dental office phone calls determined that the average "conversion rate" for dentists in the US is 23%. By "conversion rate" is mean how many potential new patient phone calls actually convert into an appointment.
That means that out of 100 phone calls, at least 77 did NOT become new patients!
Many offices spend a lot of money and effort attracting new patients, so to turn about 77% is a huge waste. Especially considering that well-trained receptionists can get 80-95% conversion rate. This course shows you how!
Instructor Carla Dezelic covers the blueprint of a winning phone call and covers how to answer questions, handle different types of calls, and guide the caller into scheduling an appointment.
Objectives:
- Understand how to immediately establish a connection with a patient over the phone and demonstrate the care factor.
- Ensure you represent yourself and the practice in a friendly, professional way that provides great quality of service to patients and the community.
- Gain tools for effectively scheduling a higher percentage of new patient phone calls.
1.5 CE Hours
Your Instructor
With over 30 years in the dental industry, Carla has just about done it all. From the front desk to the back office, she’s worn every hat that doesn’t require a license—and worn them well. She knows what it takes to run a high-performing, highly productive dental office because she’s lived it. Carla spent years as a successful Office Manager before spending 15 years as a consultant and Power Client Manager with MGE: Management Experts, where she worked with thousands of practices across the U.S. and Canada. Her time there gave her deep insight into what separates struggling practices from thriving ones.
Known for her no-nonsense advice, practical solutions, and real-world experience, Carla brings unmatched perspective to every training session. If there’s a problem in a dental office, she’s seen it—and she probably has a checklist, a policy, and a battle-tested fix for it.
Course Curriculum
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StartIntroduction (2:32)
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StartThe Basics for Answering the Phone (2:59)
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StartMust-Do's When Answering the Phone (8:07)
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StartSources of New Patients (2:18)
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StartScheduling New Patient Appointments (3:09)
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StartNew Patient Phone Calls (5:42)
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StartDifferent Types of New Patient Calls (7:19)
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StartInsurance Question Calls (16:35)
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StartShopper Calls (12:31)
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Start2nd Opinion Calls (4:03)
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StartEmergency Calls (2:29)
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StartNew Patient Cancellations (2:55)
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StartDebugging a Poor Conversion Rate (9:47)
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StartExercises (4:43)