The first phone call with a prospective patient is more than just a conversation—it’s a make-or-break moment for your practice. A strong first impression can turn a caller into a scheduled patient, while a missed opportunity could send them elsewhere. Recent research shows that AI-driven call coaching can boost conversion rates by over 52%, helping practices refine their approach and turn more inquiries into scheduled appointments.(Ho, Jenny)
Even a 15% improvement in call performance can result in a measurable increase in new patient appointments and production revenue. The challenge? Not all practices have a structured way to evaluate and optimize their phone interactions. By leveraging AI-powered call coaching and grading, practices can pinpoint key areas for improvement and make real-time adjustments that drive higher conversions and increased revenue.
New Patient Conversion Process
Beyond your website and online presence, the first point of contact a prospective patient has with your office is usually a phone call with your front office team. For a new, unattached patient, the goal is clear: Make a great first impression, assess their needs, and seamlessly book their first appointment. This process, known as the new patient phone conversion process, varies widely among practices; some excel, while others struggle.
To better understand what makes a high-converting patient call, we break it down into three key phases:
Greeting & First Impressions
Did the call start off with a polite and professional greeting where the front office team member identified themselves as well as the practice in a friendly and welcoming tone?
Uncover & Engage
Did the front office team member demonstrate active listening while also asking open-ended questions and clarifying and confirming pertinent information?
Sell & Conversion
Did the front office team member clearly explain the benefits of getting scheduled for care, address the caller’s concerns, and outline the next steps in the process?
AI-Powered Call Coaching
While integrated VoIP systems provide call transcriptions and recordings, many practices struggle to analyze these interactions effectively. AI-powered call grading now changes the game. Instead of manually reviewing hours of calls, tools like PatientLoop™ can automatically evaluate and assign a conversion score, out of 100, across each phase of the call process. This data-driven approach provides instant insights into where improvements are needed and makes optimization truly possible.
AI-powered call grading can identify common weak points, such as:
- Not directly responding to the caller’s initial query.
- Conveying limited expressions of empathy and understanding.
- Failing to confirm the caller’s understanding explicitly.
These systems also allow practices to track performance trends across all patient interactions. With real-time feedback, teams can improve their approach, ensure more consistent messaging, and continuously refine their patient intake process.
Conclusion – Convert More Patients w/ AI
The integration of AI in call coaching and grading isn’t just a theoretical enhancement—it delivers real, measurable results. By leveraging AI-driven insights, dental practices can systematically refine their new patient conversion process, leading to increased appointment bookings and long-term revenue growth.
You work hard to get them on the phone - don’t let them slip away. Every missed opportunity is lost revenue. With AI-powered call coaching, practices can ensure every phone call counts - providing a seamless experience for patients and a stronger bottom line for the practice.
Citations:
Ho, Jenny. ‘100+ Surprising AI Marketing Statistics for 2025.’ Zebracat, 4 February 2025, Available at https://www.zebracat.ai/post/ai-marketing-statistics. Accessed 13 February 2025
