.
Use patient names when possible.
Help nervous patients feel comfortable:
"Don't worry, the doctor will see you shortly."
Professional Call Handling
Answer calls politely and confidently.
Clearly explain
treatments, timings, and fees
(as guided by the dentist).
Confirm appointments and send reminders.
Handle follow-up calls for missed appointments.
Appointment Scheduling & Management
Schedule appointments efficiently to reduce waiting time.
Inform patients about expected delays honestly.
Maintain accurate records in the appointment register/software.
Patient Listening & Empathy
Listen carefully to patient concerns.
Never rush or dismiss questions.
Be especially patient with
children and elderly patients
.
Handling Anxious or Angry Patients
Stay calm and polite at all times.
Acknowledge feelings:
"I understand your concern; let me check this for you."
Escalate medical or billing complaints to the dentist.
Billing & Payment Etiquette
Explain bills, insurance, and payment options clearly.
Maintain confidentiality while discussing payments.
Issue receipts and update records properly.
Cleanliness & Clinic Image
Keep the reception area clean and organized.
Ensure magazines, water, and seating are arranged.
Follow hygiene and safety guidelines strictly.
Patient Confidentiality (Very Important)