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Automating Your Dental Office Answering Service Has Never Been Easier
For Providers

Automating Your Dental Office Answering Service Has Never Been Easier

Managing a dental practice involves countless calls for administrative work like scheduling, verifications of benefits, and dreaded negotiations with insurers. It’s not uncommon for dental staff to wait up to an hour on hold per call with insurers. When all that time adds up, phone calls cost your practice a significant amount of time and money. 

Luckily, the new technology powering conversational AI models like ChatGPT has the power to revolutionize dental practice phone calls. Outsource the job to a bot, and you’ll never have to wait on hold with insurers again. This post will explore the current landscape of dentist answering services, as well as the benefits of automating your dental office answering service with this exciting new technology.

How dentist answering services traditionally work

Traditional dental office phone answering services are often handled by a human receptionist or front office staff. Here's how the process typically works:

  • Receiving Calls: The front office staff answers incoming calls from patients and other callers. This might include calls to schedule appointments, inquiries about services, calls from vendors, and so forth.
  • Information Provision: Staff provides information to callers. This could include details about dental procedures, office hours, directions to the clinic, pre-appointment preparations, and more.
  • Appointment Management: One of the primary responsibilities is managing patient appointments. This involves scheduling new appointments, confirming existing ones, rescheduling, or canceling as needed.
  • Patient Records Management: Staff members often update and maintain patient records based on the calls they receive. For instance, they might update contact information, add notes about a patient's specific needs or preferences, or document a patient's questions or concerns.
  • Billing and Payments: In some cases, front office staff might handle billing inquiries over the phone. They could provide information about a patient's bill, take payment information, or arrange for payment plans.
  • Emergency Triage: If a patient calls with a dental emergency, staff members can help determine the urgency of the situation and schedule an immediate appointment if necessary.
  • Coordinating with Other Health Providers: Staff may also communicate with other healthcare providers, such as when a referral is needed or when coordinating for a patient's overall care.
  • Follow-ups and Reminders: Staff members often make calls to remind patients of upcoming appointments, follow up on missed appointments, or relay information from the dentist to the patient.
  • Customer Service: Above all, dental office phone answering involves providing customer service. This includes being patient, understanding, and helpful, even in difficult situations.

The traditional model relies heavily on the interpersonal skills and efficiency of the staff. While it can provide a high level of personal service, it can also be labor-intensive and prone to human error. This is why some dental offices are now looking to automation to help streamline the process.

Dental office automation is changing the game

Enter dental office automation. Or, as we like to call it, your virtual dental office assistant. A virtual dental office assistant is an AI-powered tool or service that performs many of the administrative tasks traditionally handled by human staff in a dental office. It operates over the internet, allowing for efficient and effective operations without requiring a physical presence. 

Chatbots for dental practices have several applications. Here are some tasks that a virtual dental office assistant might perform:

  • Appointment Scheduling and Reminders: They can help patients book, reschedule, or cancel appointments through an online interface, and send automated reminders about upcoming appointments to reduce no-shows.
  • Patient Communication: A virtual assistant can manage routine communications with patients, such as sending out routine follow-up messages, reminders for check-ups, or educational material about dental care.
  • Handling Patient Queries: Virtual dental office assistants often leverage AI and machine learning to answer common patient queries, such as explaining dental procedures, providing information about office hours, or giving directions to the office.
  • Billing and Insurance Processing: They can assist with invoicing, send payment reminders, help patients understand their bills, and even process insurance claims in some instances.
  • Data Entry and Record Maintenance: They can help with maintaining and updating patient records, ensuring that patient data is accurate, secure, and easily accessible.
  • Patient Intake: Virtual assistants can also streamline the patient intake process by collecting and organizing necessary information from new patients.
  • Marketing: In some cases, virtual dental office assistants can help with marketing tasks such as sending out newsletters, managing social media updates, and even tracking and analyzing patient feedback.

Remember, while a virtual dental office assistant can help improve efficiency, it's not a complete substitute for human interaction. Particularly in healthcare settings, the personal touch and empathetic interaction provided by human staff are crucial. Hence, a balance between automation and human intervention often works best.

The benefits of automating dentist answering services

Automating a dental office's phone answering system can bring numerous benefits. Here are a few:

  • Improved Efficiency: Automation can handle multiple calls at once, reducing the need for staff members to spend time answering phone calls, leaving them free to focus on tasks that need human intervention.
  • 24/7 Availability: Automated systems can answer calls round the clock, even when the office is closed. This allows patients to receive information or leave messages at any time.
  • Reduced Wait Times: Patients won't need to wait on hold, reducing frustration and improving their experience.
  • Appointment Management: An automated system can schedule, cancel, or change appointments, streamlining the process for both staff and patients.
  • Pre-recorded Information: FAQs, such as directions to the clinic, office hours, or procedure preparation instructions, can be recorded and played back when needed.
  • Payment Management: Some systems allow patients to pay bills over the phone, reducing the amount of paperwork and manual payment processing.
  • Appointment Reminders: The system can also send automated reminder calls or text messages to patients for their upcoming appointments, reducing no-shows.
  • Data Entry: Some systems can collect patient data and automatically enter it into the database, saving staff time and reducing the risk of errors.
  • Enhanced Privacy: Automated systems can maintain patient privacy more effectively, as sensitive information isn't handled directly by a person.
  • Consistent Service: An automated system provides a consistent level of service, regardless of call volume or time of day.
  • Cost Savings: While there's an upfront cost to set up an automated phone system, over time it can result in significant savings by reducing labor costs and increasing staff productivity.

It's important to note, though, that while automation can bring many advantages, maintaining a human element is crucial for building relationships and trust with patients. Some patients may prefer speaking with a real person, especially for complex issues or emergencies.

Hire SuperDial as your virtual dental office assistant

Now, with SuperDial you can hire your very own virtual dental office assistant. SuperDial employs dental conversational AI to put a chatbot to work making calls for your practice. It’s as simple as writing down the questions you want answered, and pressing a button. The AI will run your script instantly, and you’ll receive a list of answers to your questions in your inbox in seconds flat.

If for any reason the bot isn’t able to return an answer to all of your questions, a human representative will follow up to make sure the job is completed. If you’d like to learn more about this exciting new technology, click the Get Started button to schedule a free demo now.

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About the Author

Harry Gatlin

Harry is passionate about the power of language to make complex systems like health insurance simpler and fairer. He received his BA in English from Williams College and his MFA in Creative Writing from The University of Alabama. In his spare time, he is writing a book of short stories called You Must Relax.