Prioritizing Patients

June 2025

Developing a relationship with your patients requires trust, patience and understanding.  Patients are entrusting you physically and financially.  The relationship begins the moment they call your office and you answer the phone.  The tone in your voice can be enough to welcome them or turn them away. 

It is always important to make sure that every patient feels like they are your only patient.

Two keys to making the patient feel prioritized:

1.     Do not appear rushed (even if you are)

On the phone: use verbal ques to confirm you are listening: Yes! I understand. I hear you. Use a calm and reassuring tone.

In person: make eye contact, nod your head in agreement (always up and down)

2.     Never say “NO”!

Practice phrasing answers to common questions without using the word “no”

Question or Scenario	Ways to answer without “No”
“Do you take my insurance?”	• We do not participate but we can still submit your claim for coverage
“Do you take walk ins?”	• We are always happy to see anyone who is in need of care. Let me see if I can find a time slot that will work for your schedule.
“Can the doctor call me back or speak with me right now?”	• Can you share a little bit about the issue you are having? I would be happy to have the appropriate person speak with you as soon as possible.

Interested in our full “Never Say No” training with many more examples?
Call or text us at (860) 435-7344 any time for a free consultation on how we can support you.  

Dental Billing & Consulting Professionals is always here for your as a revenue cycle management resource. Our services are customized to your practice’s specific needs. Reach out any time.