New patient call Scripting

Front Desk Administrator: Thank you for calling Alexandria Orthodontics, this is Diana speaking. How may I help you?

(Patient explains they are calling for a new patient consultation)

Front Desk Administrator: Thank you for choosing our office for your orthodontic needs! Before we get started, could you please provide a good call-back number in case we get disconnected?

(Patient provides call-back number)

Front Desk Administrator: Great, thank you! I need to gather some information from you so I can set up the appointment, is that fine?

(Patient agrees)

Front Desk Administrator: Okay, great! Is this appointment for yourself or someone else?

(Patient responds)

Front Desk Administrator: And what is the patient's name?

(Patient provides name, Diana spells it back to confirm and makes note of pronunciation if needed)

Front Desk Administrator: And their date of birth?

(Patient provides date of birth)

Front Desk Administrator: Perfect! Now, to make sure we find a convenient time for your consultation, Dr. Lee typically reserves mid-morning and early afternoon for new patients. This allows us to dedicate the rest of the day to our existing patients' adjustment appointments. Would you prefer a time in the mid-morning or early afternoon?

(Patient indicates preference)

Front Desk Administrator: Great! We have a few slots available that I think would work well. Would [date] at [time] or [date] at [time] be more convenient for you?

(Patient selects appointment)

✔️Appointment scheduled

Front Desk Administrator: Okay, perfect! We have your appointment all set for [date] at [time]. Now, let me get a little more information to complete your registration. What your home address?

(Patient provides home address)

Front Desk Administrator: What is the best email address for you? We will use this email to send a confirmation and our new patient forms.

(Patient provides email address)

Front Desk Administrator: Great, thank you! How did you hear about us?

(Patient responds. If referred by a dentist, ask: Is there any particular reason they referred you to our office? )

✔️Referral source

Front Desk Administrator: What was the reason you were looking for an orthodontic evaluation? Is there anything specific about their teeth that made you want an evaluation? Is there anything that they or you would like to change about their smile? Spacing, crowding, bite issues? Anything else you would like to mention?

(Patient responds)

✔️Chief concern from patient

Front Desk Administrator: In terms of treatment preference, do you have a preference for treatment? For example, are you looking for braces, aligners, what is recommended, or have no preference?

(Patient responds)

      ✔️Treatment Preference

Front Desk Administrator: Are there any other family members that would like to be seen for a consultation at the same time?

(Patient responds)

      ✔️ Would other family members like to do a consultation as well

Front Desk Administrator: Has the patient had a cleaning within the last year? Do you happen to know when they were last seen? Did the dentist mention any concerns that they would like us to evaluate?

(Patient responds)

Front Desk Administrator: And who is their dentist?

(Patient responds if not already provided)

✔️Dental history:

✔️Existing GP

✔️Last cleaning – If it’s been a while, estimate

Front Desk Administrator: Have you had a panoramic x-ray done in the last 12 months that can be sent to us?

(Patient responds. If yes: We will call your dentist and obtain that for you. If no: Okay, we will take one free of charge at your appointment.)Diana, Front Desk Administrator: As a courtesy to you, if applicable, we can call your insurance to get your orthodontic benefit information. Do you have an insurance company you would like us to call on your behalf?

(Patient responds. If yes: Can I get the insurance name, verify it's dental insurance, your policy ID number, and the subscriber's name and date of birth? We would like to also note that our consults are complimentary to you, but we do file to your insurance as we are in-network with them for the consult codes. "Is there a provider phone number on the back of the card?" If no: Okay, no worries, we offer payment plans with low down payments and 0% interest.)

✔️Insurance information

✔️Name and phone number of insurance company

✔️Member ID

✔️Group number

✔️Subscriber first, last name and date of birth

Front Desk Administrator: Assuming that you decide to move forward with treatment at our practice, is there anyone else besides yourself who will be financially responsible for payment?

(Patient responds)

Front Desk Administrator: It has been our experience that your spouse (or whoever is the decision-maker) will have their own questions and concerns with regard to the treatment plan that Dr. Lee recommends. With this in mind, Dr. Lee requests that both of you be present for the initial consultation, so that he can answer all the questions and give both of you the information you need to make a decision. Can both of you make the appointment?

(Patient responds)

✔️Decision makers present at the appointment

Front Desk Administrator: Do you know of any friends or family members who are patients in our practice?

(Patient responds)

Front Desk Administrator: Has the patient recently seen another orthodontist?

(If yes: Is there anything in particular you are looking for? (For example, low down payment, second treatment plan opinion))

✔️Previous ortho history ( Consult/tx)

Front Desk Administrator: This appointment will take roughly an hour. I will go ahead and email you our new patient questionnaire form to the email you provided. You can fill the form out electronically. If you are having trouble accessing the forms via email, we also have our forms on our website. We require that the forms be filled out prior to the appointment. If you need any assistance with the paperwork, please feel free to give us a call.

Front Desk Administrator: During your appointment, we will introduce you to the treatment coordinator who will take you through the office, take pictures and x-rays, and Dr. Lee will put together a recommended treatment plan and do a thorough oral exam. Our Treatment Coordinator, Joy, will also discuss investment information and flexible payment arrangements.

Front Desk Administrator: Do you have any questions about the appointment?

Front Desk Administrator: We do ask that you bring your ID, insurance card (if applicable), and referral slip (if applicable). Do you have any questions?

Front Desk Administrator: Okay, it was a pleasure speaking to you, and we look forward to meeting you and [patient name] on [date] at [time]. Have a great day!