The solution to tackling common challenges of the new patient phone call process

Being an orthodontist and running a busy solo practice, I recognize the significance of a steady flow of new patients for the success of my business. Every interaction is more than just a phone call; it's a chance to invite someone into our orthodontic family. However, I faced several challenges with the systems involved in the new patient phone call experience. In response, I introduced SmileSuite—an innovative solution that revolutionizes our approach to handling these calls.

Challenges Faced Before SmileSuite

Limited Front Desk Attention

Front desk personnel, particularly scheduling coordinators, struggled to provide 100% attention to new patient phone calls due to simultaneous in-person interactions.

Timing Issues

Lunch breaks and unforeseen absences often left new patient prospects with no choice but to leave voicemails, delaying responses until possibly the end of the day.

Staff Turnover

The exit of a scheduling coordinator from our practice required the retraining of new personnel amidst their current duties, often leading to a less-than-optimal new patient phone experience.

Scheduling Errors

Complex scheduling rules led to frequent errors, affecting the accuracy of appointments and potentially impacting patient satisfaction.

After-Hours Calls

My team and I work a four-day work week in my office, and that meant we were missing approximately 15-20% of our new patient phone calls due to them coming in outside our operating  business hours. It was eye-opening to see the amount of opportunities we were missing to connect with prospective patients.

Competitive Risk

Research indicates that 75% of individuals with negative phone experiences are likely to choose a competing business, underscoring the urgency of addressing these challenges.

How SmileSuite Addresses These Challenges

Around the clock availability

SmileSuite agents are on hand to answer new patient phone calls every day of the week, including nights and weekends. This ensures that prospective patients can reach out at their convenience, significantly expanding our reach beyond traditional business hours.

Highly Trained Agents

Before SmileSuite agents are placed on the phones, they undergo rigorous training designed by practice consultants to ensure they deliver a consistently high-quality experience. This commitment to excellence guarantees that every interaction with a potential new patient is professional and knowledgeable.

Customized Experience

With SmileSuite, practices have the flexibility to tailor their new patient phone experience according to their unique requirements. This customization ensures that each interaction is accurate, consistent, and aligns with the practice's values.

HIPAA Secure Processes

Patient confidentiality is paramount in healthcare, and SmileSuite understands this. All processes are HIPAA secure, providing peace of mind for both the practice and the patients.


Experience the transformative power of SmileSuite for yourself. Schedule a demo today and see how SmileSuite has revolutionized lead management and has generated over 250,000 new patient appointments for practices in the US and Canada. Discover how it can enhance your practice's new patient phone call experience and foster lasting patient relationships. Schedule your 30-minute demo now to simplify scheduling and lead follow-up with SmileSuite. 

Don't let missed calls or scheduling errors impact your practice's growth. Invest in the future of your practice with SmileSuite—a solution designed to simplify new patient scheduling and lead follow-up.

Anthony Bonavoglia, DDS, MS is an orthodontist and founder and of SmileSuite, the all-in-one new patient scheduling solutions. Connect with Dr. B on LinkedIn or Facebook.