BTY Phone Script Study Material

Question 1

Phone Greeting?

Answer 1

BTYDental. This is Chanelle, how may I help you?

Question 2

Your response when Someone asks to speak to a Dr./Staff member: “Is Jane Doe available?”

Answer 2

“May I ask who is calling and what this is regarding?”
Wait for answer
“Okay, I’ll check if they are available. Can you pls hold?

Question 3

If someone calls for a staff and they are not at the same clinic as you what do you do?

Answer 3

Transfer them to the clinic they are at and let them know who is calling, if they are busy, take a message and always get their name, phone # and reason for calling.

Question 4

TK (Titkahtnu address)

Answer 4

1136 North Muldoon Rd Suite

Question 5

MV (Mountan view address)

Answer 5

4211 Mountain View Drive Suite 102

Question 6

AT (Arctic address)

Answer 6

3565 Arctic Blvd Suite D1-2

Question 7

9th (9th Avenue Address)

Answer 7

726 E 9th Ave between Gamble and Ingra

Question 8

DM (Dimond address)

Answer 8

1921 W Dimond Blvd Suite 101, across the street from Dimond Fred Meyer and Burlington Coat Factory.

Question 9

GD (Golden Donuts address)

Answer 9

2421 E Tudor Road

Question 10

AT (Arctic location) PHONE EXT?

Answer 10

331 or 333

Question 11

TK (Tikahtnu location) PHONE EXT?

Answer 11

302 or 303

Question 12

MV (Mountain View location) PHONE EXT?

Answer 12

323 or 324

Question 13

9th (9th Avenue location) PHONE EXT?

Answer 13

341 or 343

Question 14

DM (Dimond location) PHONE EXT?

Answer 14

361 or 363

Question 15

What do you do if someone calls for staff at Glacier Dental?

Answer 15

Inform them that staff is at Glacier Dental and ask if they have the phone number 222-6000.

Question 16

Patient calls: “Can I schedule an appointment?”

How do you respond?

Answer 16

“Absolutely! When was the last time you were seen in our office?”

Question 17

New patient Question # 1: If the patient calling to make an appointment is brand new, what do you need to ask them first?

Answer 17

“How did you hear about us?”

Question 18

New patient Question # 2, after asking how they heard about us?

Answer 18

“Awesome! Would you prefer this afternoon or would some time later this week (next week if it’s Friday) work best for you?

Question 19

If a patient seems surprised they can be seen early, what do you explain to them?

Answer 19

“We accept walk-ins, same day appointments, large families, and finish all treatment within one visit”

Question 20

New patient Question # 3, after asking them when they can come in?

Answer 20

Will this appointment be for a routine check-up and cleaning or do you have any specific areas of concern? (Listen and let them know you care!)

Question 21

What are the last few questions you ask the patient after asking them what type of appointment they need?

Answer 21

“Wonderful! I’ll just need to get a little bit of your information. Can I get your full name? A good contact number? And an email so I can you information regarding your upcoming visit?”

Question 22

If a patient calls to set an appointment and HAS been seen before, what do you say?

Answer 22

“Great! May I get your name please?” Then check with them all their information in the system is current, especially their phone #.

Question 23

How you end the phone call?

Answer 23

Always confirm date and time! “Okay great! I have scheduled for (date) at (time). Please make sure to bring your photo ID and a list of any medications you may be taking at this time. Have a great day!

Question 24

What do you say in a 20 minute confirmation call?

Answer 24

Hi, this is Chanelle with BtyDental. I’m calling for Jane Doe. (pause for this their response)… yes I’m just calling to confirm that you were on your way to your appointment at time today..”
“Great week look forward to seeing you soon!”

Question 25

What do you say during a 20 min confirmation call, the patient cannot make it?

Answer 25

"Okay, if you aren't able to come in today, I can reschedule you for a different day. However, for future reference, pls try to give us 24 hours notice" Go ahead and reschedule them, but if this is their 3rd time rescheduling, no showing or canceling, let them know we can no longer reserve time for them on our schedule, but they can walk in anytime.

Question 26

What do you say during a Day Before confirmation call?

Answer 26

Hi this is Chanelle with bytDental, I'm just calling to confirm your visit with us tomorrow, *Date* and *time*.

Question 27

If a Day Before confirmation call cancels what do you say?

Answer 27

"Okay, have openings later on in the day if that would work better for you, will that work? If Yes: "Great! What would be a good day for you? If NO: "Alright, when you are ready, feel free to call us to schedule and we also do walkins if you have time. Our schedule is flexible and we offer extended hours as we are open M-T 8am to 8pm and Friday from 8 to 5pm."

Question 28

What is BTYDental's phone number?

Answer 28

333-6666

Question 29

Patient asks "Do you accept Medicaid/Denali Care/Denali Kidcare / Private Ins?" How do you respond?

Answer 29

"Absolutely! We work with all insurance companies!"

Question 30

Patient asks "Are you a preferred provider for...?" How do you respond?

Answer 30

If YES: "It looks like we are in-network with (ins company), would you like to set up an appointment? if NO: Unfornately we are not in-network with (ins company). But we would be happy to do a complimentary benefits check for you when you come in to make sure we can accommodate you to the best of our ability."

Question 31

Patient asks "Are you open on the weekends?" How do you respond?

Answer 31

No, we are actually closed on the weekends. However, we offer late hours for your convenience and I'm positive we can find something that will accomodate you. Would you like an evening appointment this week?

Question 32

Patient asks "Do you have a sliding fee scale/payment plan?" How do you respond?

Answer 32

We have multiple payment options available for you. When you come in, the doctor would be happy to find the best one for your treatment plan. Would you like to com in today or sometime next week?"

Question 33

WHAT KIND OF DENTISTRY SERVICES DO YOU DO?

Answer 33

We are a general dentistry practice that offers routine visits, restorative treatment, endodontics, oral surgery, implants and soon we'll be offering six-month smiles! Were you looking to come in for a routine exam and cleaning or do you have any specific areas of concern?"

Question 34

Do you do braces?

Answer 34

We offer six month smile as our offices. We'd be happy to set you up with a free consultation with one of our amazing doctors to determine if it would be a good option for you, would you prefer an appointment this week or next week?

Question 35

Do you do dentures at your office?

Answer 35

Absolutely! We offer several options for tooth replacement. We'd be happy to set you up with the doctor to determine the best option for you. Would you like to come in today or will next week work better for you?

Question 36

Do you see children?

Answer 36

Absolutely? We love children! As soon as they get teeth we urge you to bring them in to get use to the dentist and the environment. Would you like to get them in today or later this week?

Question 37

Will they be able to do work on my child?

Answer 37

We will certainly do our best! We will start with a visual exam and depending on how that goes we can try x-rays and the actual cleaning. Some kids are totally fine with it, but others do have a hard time because it is such a strange new environment to them.

Question 38

What do you tell someone we have NOT seen as patient who asks "Can I get something prescribed to me to last for a couple of days?"

Answer 38

For patients we've never seen: "we actually do not prescribe medication to patients unless they are seen in our office. If something's causing you pain, we can get you in for an appointment to see one of our doctors, would you like to schedule for today or sometime later this week? If they say they don't want to schedule, let them know they can take something over the counter.

Question 39

What do you tell someone we HAVE seen as patient who asks "Can I get something prescribed to me to last for a couple of days?"

Answer 39

"I'd be happy to check with doctor to see if we can you a prescription. Do you mind holding for a moment?"

Question 40

What do you tell someone we HAVE seen as patient who asks "Can I get something prescribed to me to last for a couple of days?" and the dr says YES, what do you tell the pt?

Answer 40

"The doctor said it would be okay for us to go ahead and prescribe you some _____, unfortunely, due to the strength of it, we won't be able to call that in for you, but you can pick it up at our office"

Question 41

What do you tell someone we HAVE seen as patient who asks "Can I get something prescribed to me to last for a couple of days?" and the dr says NO, what do you tell the pt?

Answer 41

"We will actually not be able to give you a refill on your prescription. It has been of couple of (days/weeks) since you had your (filling/RCT/EXT) done and you shouldn't be in much pain anymore, but you can take something over the counter and if the pain continues, we can you come in to have the doctor take a look at it to see if it's healing correctly, but do try to give it a couple more days."

Question 42

What do you tell someone we HAVE seen as patient who asks "Can I get something prescribed to me to last for a couple of days?" and the dr saysCOME IN FIRST, what do you tell pt?

Answer 42

"I spoke with the doctor and he said that before we refill your prescription, he would like you come in first to make sure it's healing correctly. Would you like to schedule an appt for today?

Question 43

How to handle prank calls?

Answer 43

These phone calls do need to be handled with the same professionalism you would handle a pt with. Simplest thing to do is hang up the phone and not waste your time.