Good morning, Dr. Calloway

Tuesday, October 12 · 3 conversations need a person

Search patients, calls, texts

Open schedule

RC

Calls answered

64

100% picked up · 1.2 s average

Booked by the front desk

19

+6 on last Tuesday

After hours, handled

11

calls that used to reach voicemail

Passed to your team

7

with a summary, so no one asks twice

Live activity

AllCallsTextsWeb chat

Marcus Bell · new patient

Chipped molar, asked about Delta Dental PPO. Booked a limited exam and X-ray.

Booked Thu 9:30

8:42 AM · 3m 18s

Alicia Grant

Confirmed her cleaning and asked for the earlier hygienist slot.

Moved to 10:00

8:31 AM · text

Denise Holloway

Swelling since last night after an extraction. Sent to Dr. Calloway right away.

Urgent · with you

8:19 AM · 2m 04s

Jordan Pierce

Called at 10:52 PM about whitening prices. Quoted the menu, booked a consult.

Booked Mon 4:00

Last night · 1m 51s

Web chat · visitor

Asked if we see children under five. Yes, from age one. Sent the new patient form.

Form sent

7:58 AM · chat

Recall · 6 patients due

Texted six overdue cleanings. Two booked, four reminders scheduled.

2 booked

7:30 AM · auto

Calls by hour

Today vs. a typical Tuesday

Needs a person

3 open

UrgentDenise Holloway

Swelling and fever after Friday's extraction. Transferred to Dr. Calloway in 14 seconds; she set a same day visit at 10:30.

Call back Read summary

InsuranceKevin Osei

Wants a pre-authorization estimate for a crown under his Cigna plan before he books.

Assign to billing

BillingTamara Nichols

Questions a $140 balance from August. Statement attached to the conversation.

Assign to billing

This morning

Full week

8:00

Alicia GrantCleaning · Hygiene room 2

9:00

Robert MayesCrown seat · booked by the front desk

10:00

OpenOffered to 3 recall patients

11:00

Nia Thompson, age 7First visit · booked by the front desk

Booked by staffBooked by the front desk

Today

Marcus Bell

Inbound call · 8:42 AM · 3 minutes 18 seconds · new patient

Call back Mark reviewed

1:12 / 3:18

FD

Front desk · 0:00

Thank you for calling Calloway Dental Studio, this is the front desk. How can I help you this morning?

MB

Marcus · 0:06

Hi, I chipped a back tooth last night on a popcorn kernel. It doesn't hurt much but it's sharp. I've never been to you before.

FD

Front desk · 0:15

I'm sorry, that's no fun. Is there any swelling, bleeding or pain that keeps you up at night? That tells me how soon Dr. Calloway should see you.

MB

Marcus · 0:24

No swelling. Just sharp on my tongue. Do you take Delta Dental? It's through my job.

Checked the practice's plan list: Delta Dental PPO is in network

FD

Front desk · 0:31

We're in network with Delta Dental PPO. I can get you in for a limited exam and an X-ray this Thursday at 9:30 AM, or Friday at 2:15 PM. Which is better?

MB

Marcus · 0:40

Thursday works.

Booked Thursday 9:30 AM with Dr. Calloway · limited exam and periapical X-ray

FD

Front desk · 0:52

You're set for Thursday at 9:30. I'll text you our new patient form so you can skip the clipboard. Until then, a little orthodontic wax or sugar free gum over the edge will protect your tongue.

What the front desk captured

Booked

Thu, Oct 14 · 9:30 AM

Dr. Calloway · Limited exam + X-ray · 30 min

Patient: Marcus Bell · new
Phone: (205) 555-0148
Reason: Chipped lower molar, no pain
Insurance: Delta Dental PPO · in network
Urgency: Routine, within 3 days
Heard about us: Google search

Done automatically

Appointment written to the practice schedule
New patient form texted and opened at 8:47 AM
Insurance card photo requested by text
Reminders set for Wednesday 6 PM and Thursday 7:30 AM

Today

Denise Holloway

Inbound call · 8:19 AM · 2 minutes 4 seconds · existing patient

Mark handled Call back

0:48 / 2:04

FD

Front desk · 0:00

Thank you for calling Calloway Dental Studio, this is the front desk. How can I help you this morning?

DH

Denise · 0:05

I had a tooth pulled Friday and my jaw is swollen now. I think I have a fever. Can someone see me?

Rule matched: pain with swelling or fever, so transfer to the on call dentist at once and text a summary

FD

Front desk · 0:14

I'm sorry, Denise. Swelling with a fever after an extraction needs Dr. Calloway to hear from you right now, so I'm connecting you to her directly. Please stay on the line.

Transferred to Dr. Calloway's phone · answered in 14 seconds

FD

Front desk · 0:31, to Dr. Calloway

Denise Holloway, extraction lower left on Friday, swelling since last night and she reports a fever. No new medications on file. I've texted you the summary.

Dr. Calloway added a same day visit at 10:30 AM from her phone

Handed to a person

Transferred

Dr. Calloway · 8:19 AM

Same day visit at 10:30 AM, set by the dentist

Why: Swelling and fever after an extraction
Rule: Pain with swelling or fever
Last visit: Friday, extraction #19
Urgency: Urgent · same day

What the front desk would not do

Give a diagnosis or advice about medication
Book an urgent visit on its own: the dentist sets it
Leave the caller on hold: the transfer happened in 14 seconds

Schedule

Week of October 11 · 38 booked · 4 open · 12 booked by the front desk

This week Fill open slots

Recall list

Wed 10:00 open

LW

Lena WhitfieldCleaning overdue 7 months

Offer

DF

Darnell FosterCleaning overdue 5 months

Offer

SC

Sophie ChenNight guard follow up

Offer

How slots get filled

When a slot opens, the front desk texts the recall list in order, holds the slot for the first yes, and tells the next patient kindly when it is gone.

StaffFront deskHygiene

Chair recovery

A cancellation becomes a booked patient in minutes, starting with the patients whose insurance benefits run out on December 31

Rules Year end campaign

Cancellations refilled

11 of 14

this month · median 6 minutes to a yes

Production saved

$4,860

chair time that would have sat empty

Benefits left in patients' plans

$86,400

412 patients · resets December 31

Overdue for hygiene

238

first in line when a slot opens

Live: Wednesday 2:00 PM just opened

Filling now

1:52 PM · Marcus Reed cancelled his crown seat (90 minutes) by text. The front desk moved him to next Tuesday.

1:52 PM · 6 patients ranked for this chair: benefits expiring, overdue, asked for sooner, and close by

FD

Front desk to Lena Whitfield · 1:53 PM

Hi Lena, it's Calloway Dental. A spot opened tomorrow at 2:00 with Dr. Calloway, and you still have $1,450 of dental benefits that reset December 31. Would you like it? Reply YES and it's yours.

LW

Lena · 1:58 PM

Yes! I've been meaning to come in.

1:58 PM · Booked. Insurance checked, forms texted, the other five told kindly the slot is gone.

Who gets the next open chair

LW

Lena Whitfield$1,450 benefits left · cleaning 7 months overdue

Booked

DF

Darnell FosterAsked for anything earlier · 4 minutes away

Ana Pereira$980 benefits left · crown planned

Sophie ChenNight guard follow up · afternoons only

Unused benefits that reset December 31 come first: the patient saves money and says yes
Then overdue hygiene, then patients who asked for sooner
The procedure has to fit the chair time that opened
Nobody hears about the same slot twice

Front desk playbook

Everything the front desk knows and when it hands off. Edit in plain words; it takes effect on the next call.

Test call Save changes

Greeting and voice

Opening line

Thank you for calling Calloway Dental Studio, this is the front desk. How can I help you?

WarmCalm, friendly, unhurried

BriskShort and efficient

BilingualEnglish and Spanish

Hours

Answers 24/7

Mon to Thu7:30 AM to 5:00 PMOpenFriday7:30 AM to 1:00 PMOpenWeekendEmergencies go to Dr. Calloway's on call lineOn call

Insurance we accept

Edit

Delta Dental PPOCigna DPPOMetLife PDPGuardianBCBS of AlabamaUnited ConcordiaAetna PPOIn house membership plan

When to hand off to a person

Pain with swelling or feverTransfer to the on call dentist at once and text a summary

Billing disputesTake the details and assign to billing, never quote a balance

Treatment estimatesSend to the treatment coordinator

Caller asks for a personAlways, with no questions first

Book cosmetic consults without reviewOff: the office confirms these first

Services and prices it can quote

12 items

New patient exam, X-rays and cleaning$189 without insuranceTake home whitening$295In office whitening$549Night guard$425

Last test call

Passed 14 of 14

Quoted the new patient special correctly
Sent a swelling complaint to the on call dentist
Refused to quote a balance and assigned billing

9:41

Calloway Dental StudioText message

Tuesday 8:46 AM

Hi Marcus, it's Calloway Dental Studio. You're booked for Thursday at 9:30 AM with Dr. Calloway.

Appointment

Thu, Oct 14 · 9:30 AMLimited exam and X-ray · 30 min
2140 Oxmoor Rd, Suite 110

Add to calendarDirections

Here's your new patient form, about 4 minutes: calloway.dental/new. A photo of your Delta Dental card helps too.

Done. Card photo attached.

Wednesday 6:00 PM

Reminder: tomorrow at 9:30 AM. Reply C to confirm or R to reschedule.

C

Confirmed. Free parking is behind the building.

Text Message

What the patient sees

Booked, confirmed and on the way in, without a single hold

Every call ends with a text: the time, the address, the form and the reminder. Replies land back in the same conversation your team can read.

Forms done before the visit
Two reminders, with one letter to confirm
Reschedules offered the next open slot