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Sandy Pardue's Horizon 360° Blog

New Patients and Insurance

Use the phone to welcome perspective patients that call the office. When you answer the phone you have to BELIEVE they are calling because they want to be a patient in YOUR office because you guys are so awesome. Welcome them, don’t screen them out and lose an opportunity to gain a new patient.

The person answering the phone has to be trained on what to say when patients ask about insurance. Role play with her or him to build confidence. Being a nonparticipating provider is nothing to be embarrassed about, it’s not a bad thing. Many team members are quick to say, “We are not a provider.” Yes, you are a provider. You are a non-restricted provider. You can see them and you can help them maximize their insurance benefits.

When a prospective new patient contacts your office, your team should NOT greet them with, “Good morning, Dr. Goodtooth’s office, do you have dental insurance?” Saying this is just like saying, “Let’s make sure your decision to come here doesn’t cause you to pay a dollar more because of your insurance plan.” They called YOUR office, they picked you. Don’t start telling them how other offices may be a better choice.

Welcome patients, be glad they called your practice. Never feel like you have to apologize for not accepting their particular plan. Change the outcome of the call by making the conversation more about them, why they called and how you can help.

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