REFER TO THE PATIENT BY HIS OR HER NAME • It is important to get the caller’s name upfront and use it throughout the call. • Studies have shown that using the caller’s name throughout the call makes him or her more likely to set an appointment. IDENTIFY YOURSELF AND THE PRACTICE • Be sure to answer the phone by identifying yourself and the practice. • Speak slowly, clearly, and in a cheerful tone. • When it comes time to set the appointment with the patient, you should offer at least two options for the appointment time. Instead of just asking if the caller wants to come in with a yes or no question, you should drill down to the best possible time for an appointment with at least two options.

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