One amazing statistic that pops up again and again in studies is that 25-32% of all calls to dental offices go unanswered. Each call represents a lost patient, lost revenue, and a lost relationship that could add value to your practice. How does this happen? What can you do about it? These missed calls could make the difference between a practice that continually achieves their goals and one that continually falls short.
You probably know the answer to the first question. It can be difficult to find talented people with the right combination of customer service skills and dental experience needed to effectively manage your schedule, take care of your in-house patients’ needs, make sure that the current days patients insurance benefits are verified and the correct patient portions are collected the day service is provided. It is not surprising that in all the hustle and bustle of the day’s activities that so many calls are missed, and potential business is lost.
So what is the answer? Finding the right people for your needs can be difficult regardless of geographic location and the task of training can be daunting. Further, there is not guarantee that it will end up working out. This can keep you and your practice on a carousel (and not the fun kind) that just doesn’t seem to stop. You simply don’t have time for this, and all the while, the phone keeps ringing.
Today, we have the answer for you. Dental Support Specialties offers dental practices complete administrative support provided by dental professionals. Our flexible support service allows a practice to maximize the talents of their in-house staff and supplement any areas of need with our expert team. For a number of practices, this means support on their phones!
The idea is simple. Your practice lets us know when you need help answering your phones. Some offices use Dental Support Specialties to answer their phones daily. Some practices use DSS to answer phones on days when the practice is closed. We even answer phones for practices during their staff meetings, breaks, or vacations! Imagine that someone calls your office at a time when normally no one would be available to answer. Instead of a voicemail message, a friendly voice picks up who can answer any questions about your practice, seamlessly schedule an appointment or adjust an appointment. If the call was a new patient, you just started a new relationship that previously would have been lost to your answering machine. If the call was an existing patient, you have met their expectations that their call be answered and acted upon. Our phone support will not only capture new patients that may have otherwise been lost but will improve your customer service/patient experience as well. This creates trust, and trust creates loyalty.
Perhaps you’ve used an answering service before, or have experienced one with other dental practices. Unfortunately, most do not take the time to learn about your practice or integrate with your scheduling software. Your calls are often answered by an entry level employee with no background in Dentistry. Even if they are friendly, these answering services will frustrate patients if they are unable to act on the call. They will simply forward you a message and let your staff sort it out. This can often lead to more problems than it solves, as your team now has a new pile of work to sift through each day.
What’s more? Dental Support Specialties offers practices outbound calls included as part of our phone support. We like to say “if the phone’s not ringing in, we’re making it ring out”. Outbound calls made during phone support can include such things as past due re-care, undone treatment, patient confirmations, post-op, or even AR balance calls. We do not rest or take breaks when supporting your phones. DSS can give your practice the ability to be “open” even when you and your team aren’t there. No matter what the situation, we will handle it. It is our goal that you and your team will never have to undo or re-do anything completed by a DSS support Specialist.
Here are some things you can expect when Dental Support Specialties is Supporting your phones:
Q: Do you only answer the phone?
A: No, we do not simply answer your calls. While we do provide this valuable service, our work doesn’t stop when the phone isn’t ringing. Our team will proactively take care of other tasks such as past due recare, undone treatment, patient confirmation or post-op calls.
Q: Will my patients know you are not in my office?
A: Our team of specialists will represent themselves as if they are sitting at your front desk. If they are asked directly if they are in your office, they will of course answer truthfully. We work to become an active part of your practice, so our physical location will not have an impact on your patient’s overall experience with us.
Q: Can I trust you to treat my patients well?
A: We take pride in our customer service. It is what makes us different from other dental office answering services. Whenever we answer your phones, we will engage your patients and try to build a lasting relationship with them every time. This includes our interactions with you, as well.
Q: What types of practices do you support?
A: We support general practices, perio practices, oral surgeon practices, and we’re currently working to support orthodontic practices as well.
Dental Support Specialties is designed to help practices maximize their production by increasing office efficiency. We want to help your practice develop and grow. We are passionate about our work and partnerships with our clients. Accessible, responsive, professional - We are different and it shows!
If you’d like to know more information about all of the services we can provide, or are ready to partner with us, please give us a call today.