Be prepared with scripts for Frequently Asked Questions (FAQs). Team members hear certain questions regularly in practices. Here, for example, are FAQs related to insurance:

• Is this treatment covered by my insurance?
• What is my deductible?
• Is there an annual maximum limit to coverage?
• Why is this service not covered by my insurance?

At the Monthly Business Review, the dentist and staff should work together to create a list of recurring questions they often encounter, and then write effective scripts to respond to them appropriately.