This week’s post comes from our friends at Doctor Genius.
Doctor Genius is a healthcare marketing and technology company focused on helping dental practices grow through better patient acquisition and front office performance. They specialize in driving more new patient calls—and making sure those calls turn into scheduled appointments.
A Word from Holli:
One of my biggest pet peeves is when I call a dental office and get put on hold immediately. My first thought is always, “If I were a new patient trying to book an appointment, I’d probably hang up.”
I was venting about this to my friend Daniel over at Doctor Genius, and he shared a story about a client’s office recording where the front desk ended up costing the doctor $7,000! I was appalled. But honestly, this kind of thing happens in dental practices every day—and most practice owners don’t even realize how much revenue they’re losing. It’s not something we talk about enough, but it’s critical for any practice looking to grow.
So I asked Daniel, “How can we help dental practices fix this?” And then I told him to put the answer in a blog.
And here it is!
What Happens After the Phone Rings?
Most practices invest heavily in marketing—SEO, online directories, and great websites—to make the phone ring. But what happens when a new patient actually calls?
That moment is a critical point of conversion. And yet, many practices don’t have structured support or training for the team members answering those calls.
Why Phone Calls Are a Make-or-Break Moment
Even one missed or mishandled call can mean a lost patient. Often, front office staff aren’t trained to handle sensitive topics like:
- Insurance eligibility
- Treatment pricing
- Appointment availability
- Payment options
And small missteps—like flat language or rushed tone—can push a motivated patient to another practice. Most of the time, the owner or manager never knows it happened.
What Effective Front Office Training Looks Like
If your front office staff had a playbook, what would be in it?
Here’s what structured call training typically includes:
- Role-play scenarios (e.g., rate shoppers, emergencies, insurance Qs)
- Verbal frameworks to confidently answer without overpromising
- Examples of positive vs. passive language
- Voicemail scripts that are concise and warm
- Recorded call reviews with guided feedback
The goal is simple: equip your team with the tools to handle real calls with confidence and consistency—especially when they’re new to the role.
Real Example: A $7,000 Call That Didn’t Convert
A prospective patient once called a practice, ready to move forward with a $7,000 treatment. They asked:
“If I pay in full with cash, would you consider accepting $6,000?”
The front desk responded flatly:
“No, we don’t offer any discounts.”
The patient thanked them and moved on to another office.
A Better Response:
“That’s a great question—and we really appreciate patients who are ready to move forward with care. While we don’t typically offer discounts, we do try to be flexible for patients paying in full. Let me check with our financial coordinator and follow up. May I get your name and number?”
This approach validates the patient’s intent, keeps options open, and protects the practice’s policy while showing empathy and responsiveness.
One Dentist’s Experience
Dr. Rafik Riad, who runs multiple practices in California, used structured call analysis and onboarding tools when launching a new office.
“We saw our new practice pick up momentum month after month. What we were doing finally felt measurable.”
His results show the power of combining great hires with clear systems and performance feedback.
📌 Read Dr. Riad’s full success story here
Helping New Hires Succeed—From Day One
Rather than waiting 30 or 90 days to evaluate new staff, some practices now use tools that:
- Score calls in real time
- Flag tone or content issues
- Provide instant coaching opportunities
- Track which calls result in booked appointments
These tools create fast feedback loops, help staff understand what “good” sounds like, and reduce training timelines for new hires.
Bringing It All Together
Hiring great people is critical. But so is giving them the tools to succeed.
If your practice is focused on growth, make sure your front office has:
- Clear expectations
- Real examples
- Structured support
- Performance visibility
When those pieces are in place, call conversion improves, team confidence grows, and your marketing efforts go further.
🔧 Want to Learn More?
Doctor Genius supports dental practices with the kind of systems that help new hires grow and seasoned teams convert more calls.
If you’re looking to improve how your front office handles phone calls—or want to ensure that more inquiries become appointments—check them out at doctorgenius.com or book a free strategy chat.
Just mention DirectDental when you reach out, and they’ll walk you through how it works.
Back to Holli: “I hope you found the post useful!”
Smiles,
Holli Perez
DirectDental
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