Phone Skills

Your guide for answers the phones effectively and turning calls into new patients

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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.


  • 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

Carla Dezelic
Carla Dezelic

Carla has been in the dental industry for over 25 and worn just about every "hat" in a dental office that doesn't require a license. She's seen it all and done it all when it comes to managing a dental office and maximizing productivity. Over the last 15 years, she's been a consultant with MGE and has worked with thousands of clients across the US and Canada.

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