A good new-patient call isn’t a memorized script read word for word. It’s a structure the whole front desk follows, in their own voice, so every caller gets the same experience. Here is one that works for most general practices. Adapt the wording; keep the order.
1. Greeting
Answer within a few rings, with the practice name and your first name, in a voice that sounds like you have time: “Thank you for calling Smith Family Dental, this is Maria. How can I help you?” Avoid opening with “Can you hold?” If you truly must put someone on hold, ask, wait for the answer, and come back quickly.
2. Name and reason
Get the caller’s name early and use it. Then find out why they called before you talk about openings: “Are you a new patient with us? What’s prompting the call today?” A caller who wants a routine cleaning, one who hasn’t been to a dentist in years and is nervous, and one with a toothache need different conversations. Listening here is what makes the rest of the call feel personal.
3. Answer their questions honestly
Most callers ask about price, insurance or both. Answer them directly, using the approach in price and insurance questions. Stonewalling (“we’d have to see you first”) with nothing else is the fastest way to lose a caller to the next practice on the map.
4. Offer specific times
Don’t ask “When would you like to come in?” That hands the caller a blank calendar and invites “I’ll call you back.” Offer two real choices: “I have Tuesday at 8:00 in the morning or Thursday at 3:30. Which works better?” If neither works, ask whether mornings or afternoons are better and offer two more.
5. Book before the call ends
The goal of the call is an appointment on the schedule before you hang up, not a promise to call back with times. If the caller hesitates, ask what’s holding them back; it’s usually a price or insurance question that hasn’t been answered yet. If they truly want to think about it, offer to hold a time for them and agree when you’ll follow up.
6. Collect details and set expectations
- Confirm the spelling of their name, their mobile number, email and date of birth, and insurance details if they have them.
- Ask how they heard about the practice and record it.
- If you’ll send appointment reminders or forms by text or email, ask how they prefer to be contacted and note their consent.
- Tell them what happens next: “You’ll get a confirmation text shortly with a link to our new-patient forms. Plan to arrive ten minutes early and bring your insurance card.”
7. Close warmly
“We’re looking forward to meeting you on Tuesday, James.” Use their name one more time. It costs nothing and it’s what callers remember.
Put this structure on one laminated card at every phone. The free checklist for this guide includes it in short form.