How to Make a $2,500 First Impression on Every New Patient Call

How to Make a $2,500 First Impression on Every New Patient Call
Why Your Front Desk Team is Your Most Valuable Marketing Investment

Why New Patient Calls Are Your Most Profitable Moment

Every time your phone rings, a patient with a need is on the other end — and that call could be worth **$2,000 to $2,500** or more in future revenue. According to Flint Geier in Episode 2 of the *New Patients Now* podcast, the average dental or healthcare practice severely underestimates how much is on the line in that first call.

Whether you’re a doctor, office manager, or front desk team member, mastering the new patient phone call is essential to:

• Increasing new patient conversions
• Maximizing return on marketing spend
• Creating a consistent, patient-first experience
• Building long-term practice growth

 

90% of New Patients Still Call First — Are You Answering?

Despite the rise in digital tools, **over 90% of new patients still make their first contact by phone**. Even with online scheduling, most patients prefer to talk to a human being — especially when they’re anxious about their health, finances, or time.

And if you don’t answer? You lose that revenue to the next practice down the street.

 

Missed 10 calls in a week? That’s $25,000 gone.

Understanding the Patient Mindset When They Call

Patients don’t call on a whim. By the time they reach out, they’ve:

• Researched providers
• Weighed their options
• Struggled with the decision to take action
• Delayed care due to cost, fear, or time constraints

When they finally call, they want one thing: **to get scheduled**.
But they’re also looking for a reason not to — and many practices unintentionally give them one.

 

The Real Problem: You’re Treating Calls Like Interruptions

Your team is busy. Phones are ringing, people are checking in, and procedures are being prepped. In most practices, incoming calls are treated like background noise.

But each one is actually a **gatekeeping moment**. It determines whether or not a patient ever walks through your front door.

If that call isn’t handled right, you’ve lost the case before it ever started.

 

The Solution: A Five-Star, First-Call Process

Flint outlines a proven process taught at the Scheduling Institute that transforms your front desk team into a revenue powerhouse. It starts with five core principles:

1. Be Available
Answer the phone. Every missed call equals lost revenue. Over 30% of new patient calls go unanswered.

2. Be Engaging
Use a warm tone and friendly language. Smile through the phone. Patients decide within 7 seconds whether they like your practice.

3. Be Quick
Don’t drag the call out. The goal is to schedule — not to create a pre-visit interview. Keep it efficient and respectful of the patient’s time.

4. Be Prepared
Train your team to identify new patients quickly and respond with confidence. Equip them with scheduling authority and the ability to handle objections.

5. Be Focused on Conversion
Never treat calls as “questions to be answered.” The ONLY goal is to schedule. Say: “Let’s get you taken care of — what day works best for you?”