If you answer the first call from potential patients, establish rapport. When prospective patients call, make them feel that calling your practice was an excellent idea. This means that, in addition to gathering information from the patient, you must also provide information to the patient, 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.