Best Practice Phone Skills – Part 1

Best Practice Phone Skills – Part 1
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When a prospective patient calls your practice, there is still a lot of work required to get them on-board as a new patient. Without training, inbound calls in a busy practice may often be treated as an unwelcome interruption to the front office’s day.

Part 1

Protocols that support the New Patient Call

  • Understanding the value of a New Patient Call to your practice.
  • Ensuring each new patient who calls your practice feels like they are in “good hands” and answer their questions making them feel safe around the risk of COVID-19 and the practice.
  • Treating all patients and their health as a priority.
  • Ensuring the team supports one another at the Front Desk when responding to a New Patient Call.
  • When and how to use “On Hold” and “Voicemail” to support the Front Desk.

Handling the New Patient Call

  • Use empathy to align with the patient, particularly in respect to feelings of apprehension around infection control post COVID19.
  • Connect with the patient.
  • Build credibility and trust by asking the right questions and providing the right responses.

Live Online Training

Our live interactive courses are run by our expert trainers in a virtual classroom training environment. You will be engaged in a variety of topics using chat tools, question polls, videos and so on!


Practice Owner, Practice Manager, Dental Assistant / Nurse, Front Office Coordinator, any one who answers the phone.

Providers Terms

Refund and Cancellation Policy

Live Online training, E-Learning and Webinars

All applications are subject to availability. CANCELLATIONS: All Live Online training, E-Learning and Webinar registrations are final and there is no refund for cancellation.

You acknowledge and agree that in respect of All Live On Line training, E-Learning and Webinars: they may be recorded and used by us in any manner and for whatever purpose we determine; and we own or are entitled to all intellectual property rights in respect of thereof.

Course Fee$266Book
Contact Hours:

2.5 hrs


Tue, 09 November 2021

Start Time:

1:00 PM


Afternoon Session


Live Online Training





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