Greenwoods Dental & Surgical Centres: Patient Phone Call Guide PDF

# Greenwoods Dental & Surgical Centres ## Your Roadway to a Successful Phone Call With Our Amazing Patients! 1. Greet the patient with a happy Greenwoods Welcome! 2. Extend a warm greeting! Ask the patient if they are new or if they've graced us with their presence before. 3. Sprinkle some cheer!...

# Greenwoods Dental & Surgical Centres ## Your Roadway to a Successful Phone Call With Our Amazing Patients! 1. Greet the patient with a happy Greenwoods Welcome! 2. Extend a warm greeting! Ask the patient if they are new or if they've graced us with their presence before. 3. Sprinkle some cheer! Politely inquire if the patient was wanting to book an appointment or discuss something else and which one of our cozy amazing dental offices, they have either visited before or would like to visit. ### If it's an existing patient, review the posted notes before going further! Posted notes might have important information about the patient, such as: - Owe us money/Were sent to collections - Preferences (if they want to be seeing by male/female, etc) - Restrictions (disabilities, language preferences, etc) - Don't want to see specific provider and vice versa - Caused trouble before (PIA) - Having issues with insurance/previous claims, etc 4. Time to confirm! Move on to verifying the following information: - What was your date of birth? - What was your first/last name? - Do you still have the same phone number/address? - Any changes/are you still covered by your insurance? If it's a new PT* you still need to make sure they have not been added to the office before, check the date of birth, first/last name, if there is no profile, create one and get the following information: - First/Last name - Date of birth - Phone number - Address - Insurance information (always check if PT is a policy holder, if not create a profile for policy holder) The best way to ask this, is if this is the patients work insurance or private insurance, or is it a spouses or parents insurance. If it's a new PT that doesn't have their insurance info with them and wants to come in on Saturday, tell them that there is a chance that they might have to pay out of pocket and get reimbursed if they cannot provide the information before their insurances closing time on Friday. For underage patients, always collect the parent or guardian's information first and create them a profile as the head of the family! 5. Reminder for uninsured patients: Let's not forget to mention the deposit and credit card surcharge if the patient is uninsured: - As you don't have any insurance, we will require a $100 deposit, this will be used towards the cost of the examination. When you see the dentist they will let you know of the full for any treatment. If you do not want to proceed with the treatment, we will refund the difference, but if you decide to go ahead with the treatment we will collect any remaining balance right after the appointments completion. You can say cash and debit is preferred payment, (if they ask about credit cards, continue with surcharge notifications: There is 3% surcharge on all the credit cards (5% on Amex), so it's better to pay with debit or cash since it doesn't have any additional charges 6. Engage warmly! Kindly inquire about the reason for the appointment. 7. Personalize their experience! Politely ask if they'd like to stick with their previous dentist/hygienist or try someone new. (If they opt to change providers, make notes in the appt. memo.) 8. Schedule with the appropriate provider. If the patient wants to walk in or there are no available slots, inform them about the waiting time and ask if they prefer to reschedule or see a different provider. 9. Now, let's dot the i's and cross the t's - after you've finished booking, let's double-check those appointment details! *PT: Patient