Most often, a patient’s first interaction with your practice occurs over the phone. On that call, he or she is actively building an impression of your office that directly correlates with whether he or she will schedule an appointment with your dental team. The challenge that occurs in most practices is a lack of preparation on that initial call. Likely, the staff member who picked up the phone does not solely focus on answering phone calls. He or she may have just been checking in a patient, handling a billing concern, ironing out a calendar conflict, and answering a patient’s insurance inquiry.

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