MODULE 4
Team Scripts
Word-for-word scripts for every team member, every scenario. From the first phone call to financial presentation to maintenance recall. Zero guesswork.
Front Desk
First contact & scheduling — 3 scripts available
Scenario
A potential patient calls asking about dental implants or denture problems.
Script — Read This Word for Word
"Thank you for calling [Practice Name], this is [Your Name]. How can I help you today?"
[Patient describes denture problems or asks about implants]
"I completely understand — you are not alone. Many of our patients come to us with the same frustration. The great news is that Dr. [Name] specializes in helping people just like you get teeth that are stable, comfortable, and look beautiful.
We have several options depending on your situation, and we would love to have you come in for a complimentary consultation so Dr. [Name] can evaluate your specific needs and show you what is possible.
Can I get you scheduled? We have openings on [Day] at [Time] or [Day] at [Time]. Which works better for you?"
Pro Tips
Never quote fees over the phone — always invite them in
Use empathetic language: 'I understand' and 'You are not alone'
Create urgency with specific appointment times
Collect their name, phone, email, and referral source
Send a confirmation text or email immediately after booking
Scenario
Calling to verify implant benefits before the patient's appointment.
Script — Read This Word for Word
"Hello, I am calling from [Practice Name] to verify benefits for our patient [Name], DOB [Date], ID [Number].
I need to verify the following:
1. Does this plan have implant coverage? If so, what percentage?
2. Is there a missing tooth clause? If yes, what is the effective date?
3. What is the annual maximum remaining?
4. Is there a waiting period for major services?
5. Is pre-authorization required for implant placement (D6010)?
6. What is the plan's LEAT (Least Expensive Alternative Treatment) policy?
7. Are there frequency limitations on D6080 (implant maintenance)?
Thank you. Can I get a reference number for this call?"
Pro Tips
Always get a reference number for the call
Document the representative's name
Ask about the missing tooth clause — this is the #1 denial reason
Verify if pre-auth is required BEFORE treatment begins
Check if D6080 has frequency limitations separate from D1110
Scenario
Scheduling an implant maintenance patient for their 6-month visit.
Script — Read This Word for Word
"Hi [Patient Name], this is [Your Name] from [Practice Name]. I am calling because it is time for your implant maintenance visit. This is the appointment where we check your implants, clean around them, and make sure everything is working perfectly.
These visits are really important for keeping your implants healthy for years to come. We have openings on [Day] at [Time] or [Day] at [Time]. Which works better for you?
Great! Just a reminder — this visit is separate from your regular cleaning and may be billed under a different code. We will verify your benefits before your appointment."
Pro Tips
Emphasize the importance of maintenance for implant longevity
Clarify that implant maintenance (D6080) is separate from prophylaxis (D1110)
Pre-verify insurance benefits for D6080 before the appointment
Send a reminder 48 hours before the appointment