If you answer the first call from parents of potential patients, establish rapport. When parents call, make them feel that calling your practice was an excellent idea. This means that, in addition to gathering information from the parent, you must also provide information to the parent, which includes reassuring facts about the quality of the doctor, team and practice.

Management Monday: Read a free excerpt from Dr. Roger P. Levin’s book Essential Scripts for Patient Communication. Go here and click on the “Read an Excerpt” button.