How To Turn Your Front Office Staff Into A Goldmine For Your Dental Practice

How To Turn Your Dental Practice's Phone Calls Into Appointments

We've worked with hundreds of dental practices over the years. Our team sees similar problems with dental front office training across every practice:

  • Under-trained dental front office staff
  • Missed patient calls
  • No phone tracking
  • Under-qualified dental front office staff
  • ...and more

Your dental front office staff are the people every new patient is seeing as the “face” of your practice. Investing in specific dental front office training scripts and techniques is always worth it.

With each patient potentially worth thousands of dollars to your business, dental practices need to invest the time and resources into hiring an ideal front office staff and providing targeted dental office phone training.

Caucasian woman hair in bun on phone in professional dental office using dental front office training

Is your dental front office staff trained to convert calls to new patient appointments? In this dental office phone training post you’ll find insights and action plans you can use to avoid common mistakes, equip your front office and dental receptionist to answer any patient question, and provide the best dental front office phone training to your staff.

Ready to learn more? Give your dental front office team the phone training they need to handle your busy dental practice. Discover the dental front office staff training methods designed to increase your dental practice's production by clicking below to get your FREE guide!

Including 6 NEW Dental Phone Training Scripts


Step 1: Research Your Competition

Go online and Google dental practices within a 5-10 mile radius of your practice. Put together a short list of the most successful practices, then grab a notepad and pen and take notes while you call each office.

Pay attention to the demeanor of the dental front desk coordinator who answers the phone, what words they use when greeting. Note whether they tried booking an appointment with you and what incentives they offer to potential new patients.

Knowing how well trained your competitor’s dental receptionist is can help you identify where your own staff can improve with dental front office phone training.

Step 2: Adjust Your Hiring Practices

Every time you hold interviews, let it be known that you expect a process of continual improvement on the following skills:

  • Advanced phone training
  • Learning how to ask patients to leave online reviews to improve dental practice's online reputation
  • Patient empathy and relationship-building
  • Contributing to the practice’s social media presence
  • Occasionally learning new software and/or phone systems
  • A basic understanding of dental procedures, treatments and the time it takes to complete them
  • Dental insurance plans (if your office takes them) and fees for treatment and procedures.

The best part of setting professional development and training as a requirement is that it gets employees agreeing to engage in these activities from the start. Your dental front office staff members won't feel like any “extra” work is being asked of them.

Step 3: Create Dental Front Office Training Strategies & Scripts

No one likes to feel unprepared for a job they must do and answering the phone is the primary responsibility of your dental practice’s front office staff.

With that in mind, put standard rules in place and provide your dental front office staff with training scripts. Make sure you set aside time for employees to role play as patients so they can be confident in their new phone skills.

This will also give them a chance to ask any questions they have and help you head off common on-phone mistakes before they even happen.

Provide your staff with the scripts they need!
Click below to get some of our best phone script training right now!

Including 6 NEW Dental Phone Training Scripts


Start With The Basics

These are a few of our favorite easy tips you can give your dental front office staff members to help increase the conversion of phone calls to new patient dental appointments:

  • Answer the phone with a smile as it automatically makes your voice sound warmer and more welcoming.
  • Get the caller’s name and phone number within the first 20 seconds of the call.
  • Always know when your next available appointment is when you answer the phone.
  • Ask if you can place someone on hold before doing so.
  • Never eat or chew gum when on the phone
  • Don't type, read or send text messages while on a call. Giving a patient your undivided attention is essential, especially when speaking to a potential new patient!

Managing dental front office staff members can often feel daunting. Having a friendly, competent staff on hand to interact with patients is vital to your dental practice’s success and growth. Making sure your staff receives the best dental front office training will directly impact your practice's production and growth.

front office staff member talking to a patient while at the desk wearing scrubs after completing dental front office training


Keep in mind that you don’t get a second chance to make a first impression. That statement might be a cliche, but it still rings true! For most patients the first impression they have of your practice is your dental front office staff. Can you afford for them to have a negative experience if you don't make dental front office training a priority?

If patients feel comfortable and well-cared for while interacting with your dental front office staff, you’ll convert more to lifelong patients. Lifelong patients also continue to give you referrals for years to come.

Including 6 NEW Dental Phone Training Scripts

This post was originally published in 2018 and has been updated to reflect the most recent dental front office staff phone training resources available.







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