A Great Answer to One of Patients’ Toughest Questions

When the phone rings, thetoughest question teams will tell you they get is, “Do you accept my insurance?” says Katherine Eitel Belt, CEO and founder of Lionspeak. She shares her solutions with MDA members. Although this appears to be a “yes” or “no” question, it is not.If you simply answer the question with a “no,” the patient most often will thank you, hang up, and go somewhere else. Instead, focus on telling the patient what your practice IS — an out-of-network provider —not what it isn’t. And finally, tell the patient how it CAN work, not how it can’t. Stay positive.

Here is what the dialogue might look like:

“Good morning, thank you for calling ABC Dental. My name is Sara. How may I help you?”

“Good morning. Do you accept XYZ Dental Insurance?”

“Well, I am so glad you called. First of all, let me be the first to welcome you to our practice. We’re considered an out-of-network provider for your plan. We have lots of patients who use that insurance at our practice and we’re very experienced with that insurance.”

Once you have the reason the patient is looking for a dentist, then, when possible, let the patient know why your practice is their best possible solution for their dental needs.

“Let me tell you how it works here at our practice, but first, may I ask why you’re looking for a dentist so I can provide you with the information you
need to decide if we’re the right practice for you?”

“Yes, I just got a job promotion and will be speaking in front of people frequently. I’ve never been happy with the appearance of my teeth and need to do something about it.”

“You are really fortunate. You have found a skilled and welcoming practice to help you fix your smile. Our doctor is an experienced, accredited cosmetic dentist and many of our patients say he changed not only their smile, but
changed their life. Having insurance to contribute to this type of work is great to have, but I know you also want someone who can do an amazing job, right?”

“Yes, I do!”

“Great. Let’s get you in so you can meet our doctor. Now, let me share with you how your insurance will work at our practice…”

Of course, you may not be able to convert all calls about insurance into a scheduled appointment. But, you may be able to capture those patients who value quality over cost — who will most likely to turn into long-term, loyal patients and advocates.

Endorsed by the MDA, CareCredit is a healthcare credit card that can be
used as a financing option for certain expenses not covered by insurance or
to bridge payment when desired care exceeds insurance coverage.
Already one of the 100,000 dental teams who accept CareCredit? Contact
your Practice Development Team at 800-859-9975, option 1, then 6. Yet to add
CareCredit? Call 866-246-9227 to get started for only $30. Be sure to say you
are an MDA member.