FAQ

• What hours does the Concierge Team work?

  Our Concierge team members are available Monday through Friday from 8 a.m. EST to 11 p.m. EST, and Saturday-Sunday from 10 a.m. EST to 6 p.m. EST. We answer patient phone calls and inquiries on nights and weekends, so you don’t miss a single call or request.

   

• Can I personalize what the Concierge team tells my patients?

  Absolutely! Our team will answer the phone just as you would in your practice. Part of the onboarding process includes reviewing and approving the script for your program. We will represent your brand authentically and professionally—every time.

• Will you work with my practice management system?

  For most practice management systems, we are able to onboard patients into your system. This reduces the amount of double entry your team will have to do.

• How do I know that the SmileSuite concierge team will deliver amazing customer service?

  SmileSuite includes a patient follow-up system and human Concierge Team (not bots) proven to boost new patient exams. We guarantee the highest level of customer service when we communicate with your patients, and with your team.

  SmileSuite is built and run by a successful orthodontist and experienced practice consultants, and each of our Concierge Team members endures extensive training from our experienced practice consultants.

  All of our calls are recorded for quality control and peer reviews, so we can continue to improve our strategy. We take pride in our work and we’re passionate about what we do.

• How do you handle complicated situations that may come up with patients?

  We never overstep our bounds. If there is a matter that needs your attention, our amazing and comprehensive patient management/engagement software features the ability to redirect the patient seamlessly back to your office.

• Do you use local phone numbers when calling and texting patients?

  Absolutely. We are a direct extension of your office. When we answer patient phone calls, your patients will never know that we are not actually present in your office. All of our Concierge Team members are based in the U.S. and trained extensively in effective patient follow-up and patient nurturing.

• Do you do web leads or just phone services?

  Wherever your patients are choosing to reach you, we’re here to answer them and coordinate their appointment. In addition to phone services, we can engage with prospective patients that come in through web leads, within the optimal lead response time (often within minutes) – 7 days a week, nights and weekends.

• How does your payment process work?

  You pay only for what you need. No contracts or random hidden fees with SmileSuite! We’re confident that you’ll love us and love what we can do for your practice—so we don’t find contracts necessary.

• How does my practice get started with SmileSuite services?

  Getting started with SmileSuite is truly a breeze. Did we mention that SmileSuite was created by an orthodontist and practice consultants, for orthodontists? We know firsthand that you and your team are busy and the last thing you need is an arduous process.

  We will work with your team to get SmileSuite setup for your practice, obtain your desired practice scripting, and train your team to properly use the SmileSuite program and take advantage of all of its features.

  Ready to get started? We’re ready to meet you. Book your demo today!