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E1.16 | Getting Patients From the First Hello

Amy discusses phone metrics and what they can tell you about your practice, as well as the pros and cons of various phone services. She also talks about how to guide the flow of a call, how to reschedule patients, and how to communicate lapses in insurance, all due to the pandemic.

Featured Guest

Amy Demas | President of Communicate Excellence



We all know the power of first impressions, whether good or bad. In orthodontics, one reality each office needs to recognize is that the first and last contact most new patients have before making an appointment is the person who answers the phone. Not every orthodontist understands just how much of their business hinges on these phone interactions. 

Not only are these phone calls how you earn new patients, but they are also an important part of making your office stand out. If you are looking for a way to differentiate your office from the competition without introducing a major new treatment option, start with your reception staff. As president of Communicate Excellence Amy Demas explains, reception staff create far more impressions compared to the rest of your team, setting the overall tone of your brand for new and, hopefully, returning patients. 

Key Takeaways

  • Learn more about Communicate Excellence, a program that helps scheduling coordinators do their jobs with courtesy
  • Understand why it is crucial to teach your front desk staff excellent communication skills
  • Discover how inserting "uncommon courtesy" during phone calls can lead to a better patient experience


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