“How much is a cleaning?” and “Do you take my insurance?” are the two questions your front desk hears most from new patients. How they’re answered decides a large share of whether the call books.
Why “it depends” loses patients
It’s true that the cost of a first visit depends on what the dentist finds. But a caller who hears only “we’d have to see you first” hears “we won’t tell you.” They hang up and call the next practice. The answer is to give a real number for the part you can price, and explain honestly what might change it.
Answering “how much is a cleaning?”
- Have a fee sheet at the phone. The dentist or office manager should approve the fees or ranges the front desk may quote for common new-patient visits: the exam, the X-rays usually taken at a first visit, and a routine cleaning.
- Explain what a first visit includes. Many callers don’t know a new-patient visit is usually more than a cleaning. Say so, simply: “For new patients, the first visit includes an exam with the dentist and X-rays, and usually a cleaning.”
- Be honest about what can change. “If the dentist finds you need a deeper cleaning, they’ll explain why and what it costs before anything is done.” Don’t try to diagnose over the phone.
- Make advertised offers match. If your website or ads promote a new-patient special, the front desk must quote it exactly, including what it does and doesn’t include. State dental board advertising rules can apply to how fees and discounts are advertised and honored; see the compliance guides.
Answering “do you take my insurance?”
- Know the difference between in network and out of network, and use the words precisely. Say “we’re in network” only for plans you actually have a contract with.
- For out-of-network plans, explain what that means for the caller, for example whether you file the claim for them and that they may pay more out of pocket. Many patients don’t know they can use out-of-network benefits at all.
- Never promise coverage. What a plan pays depends on the patient’s specific plan, deductible and history. Say “we’ll check your benefits before your visit and let you know what to expect,” and then do it.
- Keep the list current. When you join or leave a network, update the phone sheet, the website and your Google profile the same day.
Uninsured callers
Patients without insurance are often the most price-sensitive and the most worried about being judged. If you offer a membership plan or payment options, mention them early and plainly. If you don’t, give the fee and say what forms of payment you accept.
Then move to booking
Once the question is answered, go straight back to the call structure in the new-patient call: “Would a morning or an afternoon work better for you?” The caller asked about price because they’re considering coming in. Help them decide.