I talk with dental teams around the country, and I often hear that the biggest issue for them is that they don’t have enough new patients.

When I ask them questions about this problem, I find out that dental teams are viewing patients as very insurance-driven.

Staff tell me they do the best they can to try to get new patients to schedule on the first phone call, but it seems they’re always just looking for offices that take their insurance.

I understand this is very frustrating for the dental staff. I feel frustrated when I hear their stories, too, but for a very different reason.

I’ve conducted hundreds of mystery calls to dental practices the past 10 years. Here’s what happens on a typical call.

The dental team member answers the phone by thanking me for calling the office. If the person is halfway decent on the phones, he or she might ask me my name and how I heard about the practice.

So far, so good, right? However, what do you think is usually the next question out of their mouths? You guessed it. “Do you have insurance?”

Now, I understand that verifying benefits prior to a patient’s arrival is important for many dental practices, and it makes sense to have this as part of the protocol. However, why is it necessary to ask this information on the front end of the initial phone call?

What message is that giving to potential new patients about how we value insurance?

It’s letting them know before they even step in the door that the office prioritizes insurance more than patients’ individual needs.

When you ask about insurance before you ask personal questions, such as why they’re calling, how you can help them, what dental issues they’re having, or anything else about them as a person, you’re telling them their insurance is more important than them.

Is that true? It shouldn’t be. People should be the focus. It should not matter what insurance they have.

I know that there are staff who feel like this – “Why waste my time getting to know someone on the phone when we might not even take their insurance?”.

That’s a misdirected philosophy that severely limits the office in getting more new patients.

Really, how long does it take to get to know someone on the other end of the phone? Two, three, or maybe even four minutes?

That four minutes you spend with someone shows the person calling that they’re valued by the office, long before the discussion of insurance comes up.

By taking the time at the beginning of calls to really talk to people, instead of just being a data collections clerk that focuses on insurance, your dental practice is sure to increase the number of new patients who schedule. It’s important to remember that we’re in the people business, not the insurance business.

Don’t get me wrong. I know we need to work with people’s insurance and verify benefits. But whether a person has insurance or not, are they not a person?

Do we not want to try to care for them? Do they not need a great dentist like the one in your office?

If you answer the phone with that positive attitude each and every time, you will increase your new patients and start a relationship with them that won’t be focused only on insurance.

Remember: you don’t work for the insurance company; you work for the patient.

Let people feel that way from the first moment they call your office.

Your Practice Matters To Us

Successful online dental team training requires communication, planning, and starting off on the right foot. So we’ve created a “Getting Started Checklist” designed to help you and your team implement training.

Book Your Onboarding Call 

Enroll Your Team and assign tracks

Visit the first track “Getting Started” 

Every office is unique as well as every team member in a dental practice. If you want training on a specific topic, these course tracks are for you!

Coming April 2020

Our monthly membership starts at $224 per month for up to 20 team members and includes every course, module, and resource on our site.

Sign Up Now

 

Our monthly membership starts at $2250 per year for up to 20 team members and includes every course, module, and resource on our site.

Sign Up Now

 

Every office is unique as well as every team member in a dental practice. If you want training on a specific topic, or you need help getting started. Talk with us first!

Schedule A Free Training Assessment

 

Front Office Rocks hosts several training seminars and workshops throughout the year, in addition to speaking at conferences and local study clubs. Want to see all of our upcoming events?

Train with us live in person or watch live from your office. 

View All Events

When we learn how our patients process information and understand that Case Acceptance is a team approach, we can effectively HELP our patients to say YES to treatment and actually get them to pay.

Train with us live in person or watch live from your office. 

Get Tickets

When we learn how our patients process information and understand that Case Acceptance is a team approach, we can effectively HELP our patients to say YES to treatment and actually get them to pay.

  • Train with us live in person or watch live from your office. 

Get Tickets

To truly make an IMPACT in your practice, you need to start with understanding the importance of setting goals that IMPACT the team and the patients as well as creating a productive schedule that empowers you to reach SMARTER goals.

Train with us live in person or watch live from your office.

Get Tickets

Looking for your next event speaker? 

As the leading authority on virtual dental front office training, Laura helps dental professionals who want to be better at what they do gain the training they need through online video courses, live seminars, and coaching. Learn more about Laura’s approach and how to book her for your next event.

Yes, Please!

With your membership to Front Office Rocks, you are never alone! We’re here for you and your team. Need to talk to us, send us a message or give us a call.

800 914 3595

Send us a message

We’ve created a self-help section on our site to help offices:

  1. navigate the platform
  2. learn how to set up their students
  3. answer common questions about your subscription and account.

Visit the Self-Guided Help Center

We’re here to help your team overcome obstacles and find ways to improve!
Search for an answer or submit a new question to Laura.