What is the right order of steps when handling a new patient phone call?
Front load the relationship, not the paperwork. The first four steps are the ones that close the appointment. Greeting that shocks them with warmth. Then, that is a great question, may I have your name, and write it down. Then ask what got them to call today and dig for the emotional pain. Then repeat that pain back and confirm it before you move to scheduling. Get those four right and the appointment is essentially booked. Everything after is the assumptive mindset of scheduling and, if they push back, problem agitate solution. Most phone systems run this completely backward. They open with do you have insurance, when did you last see a dentist, when were your last X-rays. That is business first, human second, and it sounds like next, next, next. Flip it. People first, then the form.
If the answers you are finding here resonate with you, my team and I work with a small group of clients each year. The next step is a complimentary Discovery Consultation and Practice Review with Dr. McAnally.