In elective healthcare, your front office team is often the first point of contact for prospective patients. The way they handle phone calls can make or break a potential relationship, influencing whether someone schedules a consultation, becomes a loyal patient, or walks away. Investing in great phone skills isn’t just about answering questions—it’s about creating an exceptional first impression that reflects your practice’s professionalism, expertise, and care.
Small improvements in phone etiquette and handling can lead to significant benefits: more consultations, happier patients, and a stronger reputation for your practice. We invited 3 of the industry’s leading experts to discuss the most common real-world scenarios your team is likely to face on the phone and how to turn these potential challenges into powerful opportunities. Their actionable tips are summarized in the post below.
Scenario 1: “I’ve Never Heard of That”
When a patient calls with a question your team isn’t prepared to answer, it can feel like a dead end. But with the right approach, these moments can become opportunities to build trust and showcase your practice’s commitment to personalized care. Here’s how our experts recommend approaching unfamiliar patient concerns.
The Situation
A patient calls to ask about a condition or procedure that the front desk isn’t familiar with—for example, “Do you treat xanthelasma?”
The Challenge
How can your team address the inquiry without losing the lead or seeming unprepared?
The Solution
- Acknowledge and Reassure: Begin by asking for the caller’s name and contact information. Acknowledge their question and express your commitment to finding the best solution. For instance:
“That’s a great question. Let me confirm that with one of our providers so I can get you the best answer. Can I have your name and number in case we’re disconnected?” - Proactive Research: Use available tools—online resources, practice materials, or even a quick message to a team expert—to gather information while keeping the caller engaged.
- Follow-Up: If you don’t have the answer during the call, commit to calling them back. Prompt follow-ups build trust and show that your practice values their concerns.
Key Takeaway: Empathy and resourcefulness are essential. Even when your team doesn’t have all the answers, their ability to reassure patients and take initiative transforms unknowns into trust-building opportunities.
Scenario 2: “I’ve Got Questions”
When prospective patients call with a list of questions, they’re showing genuine interest in your services. How your team responds can determine whether that interest leads to a consultation or a missed opportunity. Here’s how your front desk can engage high-intent callers.
The Situation
A prospective patient calls with multiple questions after researching your practice online.
The Challenge
Avoid awkward pauses or coming across as rushed, which can damage rapport with a potential high-value patient.
The Solution
- Warm and Welcoming: Begin with a friendly introduction and express genuine interest in helping.
“Hi, this is [Name] at [Practice Name]. Thank you for calling! How can I help you today?” - Be Curious: Use open-ended questions to understand their goals and concerns, such as:
“What inspired you to consider this procedure?” or “What’s most important to you when choosing a provider?” - Guide Next Steps: Answer their questions confidently while gently steering the conversation toward scheduling a consultation. For example:
“We’d love to explore this further with you in a consultation. I can book an appointment at your convenience—how does [day/time] work for you?”
Key Takeaway: High-intent callers are valuable opportunities. A confident, curious approach can turn inquiries into consultations, strengthening their trust in your practice.
Scenario 3: “I Need to Cancel”
Cancellations can disrupt your schedule, but they don’t have to result in patient loss. By showing empathy and offering alternatives, your team can maintain trust and keep patients engaged. Here are the strategies our experts recommend for managing reschedules and cancellations.
The Situation
A patient calls to cancel their appointment, risking gaps in your schedule.
The Challenge
Retain the patient while maintaining operational efficiency.
The Solution
- Empathy First: Acknowledge their need to cancel and express understanding.
“I completely understand things come up—thank you for letting us know.” - Offer Alternatives: Proactively suggest rescheduling at a more convenient time.
“I’d love to help you find another time that works better. How about [day/time]?” - Reinforce Value: Highlight the importance of their appointment and its role in achieving their goals.
“We’re excited to help you with [procedure]. Rescheduling ensures we can keep you on track for the results you’re looking for.”
Key Takeaway: Handling cancellations with care keeps patients engaged, preserves their trust, and minimizes disruptions to your schedule.
Scenario 4: “What Does It Cost?”
Price-focused calls may seem transactional, but they’re a chance to showcase what sets your practice apart. The right approach can turn a hesitant inquiry into a confident booking. Here are our top tips for navigating pricing questions with confidence.
The Situation
A prospective patient calls with a pricing inquiry but seems hesitant to book.
The Challenge
Convey value and expertise while maintaining transparency about costs.
The Solution
- Lead with Value: Highlight what sets your practice apart, such as board-certified providers, advanced technology, or personalized care.
- Provide Context: Share general pricing ranges, emphasizing that a consultation will provide a tailored estimate.
“Our procedures typically range from [$X to $Y], depending on your specific needs. A consultation will help us provide a detailed quote and discuss your goals in depth.” - Invite Engagement: Offer to answer additional questions or send a follow-up email with more details.
“I’d be happy to email you more information about the procedure. May I have your contact details?”
Key Takeaway: Pricing calls are a chance to showcase your practice’s value and expertise, helping patients feel confident in taking the next step.
Mastering First Impressions: Final Thoughts
The way your front office team handles phone calls can make a lasting impression on patients, setting the tone for their entire experience with your practice. By addressing common scenarios with empathy, confidence, and resourcefulness, your team can turn even challenging calls into opportunities for trust-building, patient retention, and growth.
We thank our experts, Terri Ross (CEO of Terri Ross Consulting, Co-Founder of 4S Summit), Ashley Cloud (Practice Management Consultants), and Katrina Whitehair (BSM Consulting) for sharing their time and insights with us.
Take Your Practice to the Next Level
Want to learn more? Watch the full webinar recording to dive deeper into this topic. Or, visit our blog to discover more top tips and techniques from other industry experts.
If you’re interested in exploring our range of digital marketing services, we invite you to get in touch by contacting us online or by phone at (844) 236-7587.
Leave a Comment