When I visit new practices for Practice Observation and KPI reporting, I often serve as a “fly on the wall,” listening to the team’s scripting, analyzing metrics, and walking through the new patient process. Unfortunately, I frequently find that many scheduling teams lack proper training in effective scripting. This discovery inspired me to create a Scheduling Coordinator Master Class Curriculum—but we’ll get to that later! 🙂
For now, let’s focus on some insights you can apply today to make a difference.
Here are some scripting pitfalls to avoid:
- “We are super full. We don’t have any appointments until…”
- “The doctor is going on vacation again…”
- “Nope. We are booked out until…”
- “I can’t put you in because…”
It’s all too easy to fall into these habits in the midst of a busy day. But pause for a moment and think about how these phrases might be perceived by a patient or parent. Do they feel like we don’t have time for them? Do they sense frustration or chaos in our office?
Words are powerful. With thoughtful, skillful communication, we can guide patients to schedule appointments that work for both them and the practice.
The Right Approach: Direct and Accommodating
A combination of directness and accommodation allows your admin team to take charge while also ensuring patients feel cared for. It’s all about building value in what is available, presenting one or two options, and letting the patient choose. I call this the “Dual Alternative Close”—you start with two broad options and then narrow it down.
The goal is to convey your availability clearly while providing excellent service and compassion. Here are some scripting suggestions that you can tailor to sound natural, kind, and authentically you:
Scheduling Next or First-Time Appointments:
- “I’d love to get you scheduled. Do you prefer mornings or afternoons?”
- “Great! I have morning appointments on Tuesday or Thursday. Which works best for you?”
- “On Tuesday, May 21st, I have an 8:00 am or 9:30 am available. Which do you prefer?”
Handling a Full Schedule:
- Full schedule: “We are fully booked until [specific date]. I can offer you the end of this week or beginning of next week. Which works best for you?”
- Doctor on vacation: “Dr. Jones is fully committed until [date]. We have openings the week of [date] or the week of [date]. Which do you prefer?”
Insurance Questions:
- Insurance we don’t take: “Great question! While we’re not in-network with MetLife HMO, many of our patients have the exact same insurance and choose to see Dr. Smith. We offer fair pricing and in-house payment plans. I’d be excited to get you scheduled! Do you prefer a morning or afternoon appointment?”
Turning New Scripting into Habit
Now that you have more value-driven scripting, how do you make it a habit? Consider briefly reviewing the new scripting in your morning huddle with the admin team. Encourage team accountability by asking for support from one another. When feedback is offered, remember it is not criticism—it is help and encouragement to maintain positive change.
Remember, change takes commitment. Find what works best for your team to consistently use new, effective language to create a win-win for both your practice and your patients.
Need More Support?
If you’d like more support on scripting or any area of your practice, I’d be honored to help. I offer a New Patient Experience All Team Course that is engaging, value-packed, and designed to help your entire team create a red-carpet experience for patients—from the initial call to conversion. Plus, my brand new Scheduling Coordinator Master Class launches this December! All of my courses are offered in person and virtually!Â
I hope to see you soon! And remember…. Dream Big!Â
~Shelley 🙂Â
Owner, Align My PracticeÂ