July 2022--Because of the pandemic, people were inclined to postpone dental appointments until 2022. There is still a lot of catching up to do to move them back into regularly scheduled dental care. On top of that, many people have moved to new jobs. A great many people are looking for a new dental office that is conveniently located, has appointment slots available when they want them, and will allow them to use the dental insurance their employer has provided.
Because new patients research you online before calling you, your website needs to be clear:
Don’t be caught off guard and stumble to produce an answer. Anyone who might answer the phone needs to be well prepared to close the deal and schedule an appointment during the call. The team members who answer the phone, all need to be well versed in your payment options and how you help patients who are concerned about their insurance or lack of dental insurance.
They also need to know what your advertising is promoting and any special fees you are currently offering. They also need to know if the special fees are only for uninsured patients and what procedures they cover. Communicate, communicate this information within and across your teams!
When a new patient calls with concerns about not having insurance, have a reminder card that lists your payment options and new patient special.
You might say, “Our fees are competitive, and we have a great new patient special that will cost you only $x for an exam and x-rays. Let’s get you scheduled, see what you need, and we’ll figure out what we can do to help you. We offer monthly payment plans and financing, and we even have our own in-house dental benefits plan you might want to join in lieu of dental insurance.”
Many of your patients have plans that are out of network, and you do help them use their plans. Tell concerned callers that this is something you deal with every day. You might say, “Even though we are not in-network with your plan, we are used to dealing with this. If you give me information about of your plan, I will verify which services are covered and how much would be covered if you come here. I can call you back with that information later today. We’d love to have you as a patient.” Use reassuring words like, “That’s okay. We have other patients with that plan,” and “Oh yes, I’ve heard of your plan before.”
One of the most frequent questions that you will get is “How much will my insurance cover?” What you need to be prepared to say in 2022 is, “I believe it may be in the ballpark of $x. However, what I'd like to do is research it for you. If you give me information about your plan, I will verify which services are covered and how much would be covered if you come here. I can call you back with that information later today. We’d love to have you as a patient!”
Setting insurance verification as a priority will enable you to call back swiftly and delight the new patient with your follow-up. In addition to the information, say, “I’m so glad you called our office. I think you will really like it here. Let’s get you scheduled!”
Say, “If you do not have insurance coverage, that’s okay. The initial new patient fee will be $x and it includes an exam and bitewing x-rays. Let’s get you in. Let’s get you looked at. We’re here to help you.”
You might say, “We want to help you as fast as we can. Let’s get you in. Let’s get you looked at and then the doctor will know what you need. We’re here to help you be seen right away and to help you find a way to pay for your care. We’ll maximize your insurance and provide options, including a payment plan for paying your portion of the fee.”
If the patient does not have insurance and you have an in-house benefits plan, switch that up and say, “We have an affordable, in-house dental benefits plan you might want to sign up for when you come in. Let’s get you on today’s schedule and out of pain!”
Patient Prism holds five utility patents issued by the USPTO and is the only call tracking company that leverages artificial intelligence and human call coaching validation to deliver patients directly to your dental practice. Successful dental groups use Patient Prism’s award-winning platform to track and analyze new patient calls, identify and schedule high-value patients, receive alerts and expert call coaching to win back missed new patient opportunities, train team members, and receive real-time intelligence to improve their staffing, patient experience, and practice marketing.