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Dental Receptionist Training

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Dental receptionists handle a variety of dental office administrative duties, such as scheduling appointments, updating dental records and filing bills. While formal education isn’t typically required, training the person who is the face of customer service to your patients will increase patient satisfaction and directly impact your office growth. Compiled from years of experience, learn invaluable receptionist techniques and tips in our Dental Receptionist Training Program.

Dental Receptionist Course Outline

New to the dental industry? Don’t worry about a thing. The Dental Receptionist training begins with how to get and stay organized in reception and will take you all the way through to HIPAA and an introduction to dental terminology. Our dental receptionist training courses provide your dental front office team the tools they need to communicate effectively with patients from the initial call through check out, all while keeping an eye on the highest level of customer service. View our dental receptionist training course outline. 

Dental Receptionist Documents

Wish there was a manual you could hand to your dental receptionist during their training with all the forms they need to execute their role efficiently? We have you covered! You will find a full document library just for dental receptionists with a focus on what they do best – interact with patients. View our front office documents.

Dental Receptionist Webinars

While your team navigates the dental receptionist foundation courses, invite the entire front office to join us each month as we dive into the dental receptionist role with customer service training and patient communication techniques that will boost your office production and alleviate stress from reception to the back office. It can all begin with learning how to rock the new patient phone call. Want to see a list of all dental front office training webinars? Click here. 

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“As a receptionist of a dental office, you are many times the first person potential patients talk to and usually the last smiling face they see as they leave their dental appointment.  It is the receptionist’s job to make each interaction with the patients an amazing one, on top of being in control of all the hectic things that can happen in the reception area of a dental office daily.  A receptionist is key to how patients view their experience in the office and being in control of the environment and offering exceptional customer service to every patient is vital to the success of the dental office.”

Top 6 Documents For Dental Front Office

Front Office Rocks started as a tool for Laura’s own office when she had to train her team on scheduling, cancellations, no-shows, and office policies. 

Our training will help you run the front office with confidence and great customer service.

From price shoppers to entering new patient information into your system, we’ve got a guide or template to help make your job at the front desk easier.

Please note you must be logged in to access these documents

i

NEW PATIENT FORMS

Form aids to help you capture pertinent information on new patients over the phone

ENTERING NEW PATIENT PAPERWORK

Provides detailed information and definitions for the vital terms used while entering new patient information

GUIDE TO VOICEMAIL

Step by step instructions on how to leave the perfect voicemail message.

FRONT OFFICE OPENING AND CLOSING LIST

This policy is a list of steps that must be done by the first person in from the front office team

Z

HANDING LATE PATIENTS

When patients run late, you need the ability to handle the situation. Use this form along with the video.

RECEPTIONIST TRACKING SHEET 

Track and monitor the number of weekly and monthly recare and insurance calls that are made.

What are dental front office duties?

The Front Office is the face of the practice and the lifeline to outside your four walls. Working the dental office front desk is requires excellent customer service skills.

You will be dealing with people on a day to day basis, and these people don’t necessarily want to come to the dentist and spend money. The receptionist plays a vital role in aiding the dentist and back office team in selling oral health.

We have an entire section of our training dedicated to help you rock the front desk role.

Dental-Receptionist-Training-Course-Featured-Image_Dental Receptionist Training Courses - Front Office Rocks

Front Office Support

Whether you’ve worked in dentistry for the last ten years or you’re brand new to dentistry, we’ve got you covered.

Dental receptionists are the first and last impression a patient has of their dental practice. From price shoppers to handling late patients, we want you to be be prepared to handle all the situations that you’ll face in your position.

In addition to training videos, we have checklists and guides to help you remember all the information you’re responsible for handling. Can’t find what you need, send us a message on live chat and we’ll point you in the right direction or create what you need based on our 20 year experience in running a dental practice.

THE MOST COMMON

QUESTIONS FROM

THE FRONT OFFICE.

Ask-Laura-get-expert-help_Dental Receptionist Training Courses - Front Office Rocks

We recommend watching all the video modules in each unit, but when your team needs answers now, this section will help. 

How do you answer the question “Do you take my insurance”?

Yes! We work with all insurances, let me explain...
The most important thing about whatever you say at the beginning of the call is to say something positive and then take control of the phone call.  By saying Yes or We work with all insurances or most insurances, it allows you to tell the patient something that they want to hear so that you can now take control of the call to find out more about them and why they are calling.  Then of course you want to handle their insurance question once you have built rapport with them.
 
It is a little harder with patients that have HMOs or Medicaid because they won’t get any benefits in your office but ultimately you still want to find out more about them and why they are calling because you might still be able to help them.  There is a chance that they may still decide to come to your office because you are amazing and you have a new patient special or a membership program or they might decide to pay cash because they are in a lot of pain or just don’t like any providers within their plan.  You don’t know until you talk with them.  Now I find that is a higher probability with HMO patients over Medicaid patients but you still want to find out more about them because we don’t want patients to make decisions soley on insurance.  We want to make sure we are talking to the patient as a person – then if insurance doesn’t allow them to come to you based off their financial situation – at least you tried.

What do you say to potential new patients who want to know how much for…?

For price shoppers, we recommend...

A person calls and wants to know how much a crown costs in your office.

Your new employee pulls up your fee schedule and gives them the price of your crown. The person says, “Wow, that is more than the other office down the street. Thanks anyway,” and hangs up.

Your office just missed the opportunity to get the patient in to do a proper treatment plan presentation, so the potential patient decided based on price only.

Our ultimate goal is to get the person in the office so we can correctly diagnose the issue and sell them on the dentistry they need, not be judged based on our pricing. Your team needs to know how to handle second opinions and price shoppers. We do believe offering a free consultation or a 2nd opinion is a great option for bringing the patient into the office to give you and your team the opportunity to build the rapport and sell them on the excellence in customer service your office can provide.

Articles for Dental Front Office Teams

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