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New patient phone script for dental, eye and aesthetic practices

A front desk coordinator in scrubs smiles while answering a call on a headset

The first phone call is often the first real conversation a new patient has with your practice. A clear, friendly script helps every person on the front desk book consultations consistently, without sounding like they are reading. This guide gives a new-patient phone script for dental, eye and aesthetic practices, with wording you can adapt, and the points where the call should hand over to a clinician.

  1. SearchAn adult looks for care near them.
  2. Your pageWhat you treat, who sees them, one way to book.
  3. Call or formThey call or send a request.
  4. Front deskBooks the visit and never guesses a cause.
  5. Clinical teamThe clinician decides the plan.
How a new patient request reaches your practice.

Before the call: what the front desk needs

  • Short, approved answers for each treatment you offer: what the consultation involves, how long it takes, who the patient will see, and whether it has a fee.
  • A price range or the factors that change the price, approved by the practice owner, so the answer is the same whoever picks up.
  • The next three open consultation times, so booking takes seconds.
  • A list of questions the front desk should pass to a clinician instead of answering.

The script, step by step

1. Greet and introduce yourself

“Thank you for calling [practice name], this is [your name]. How can I help?” Use your first name. It makes the call personal and makes it easier for the caller to ask for you again.

2. Find out what they are looking for

“What made you call us today?” and “Have you had this treatment before, or would this be the first time?” Let them talk. Write down the treatment they mention and the words they use, and use those words back to them.

3. Get their name and number early

“So I can call you back if we get cut off, may I have your name and the best number?” Ask early, before the price question, so a dropped call does not become a lost patient.

4. Explain the consultation

“The first step is a consultation with [clinician]. It takes about [time], and they will look at [what is assessed] and talk you through your options and the cost.” This tells the caller what happens next and why it is worth coming in.

5. Answer the price question honestly

Callers almost always ask about price. A straight answer builds trust: “Most patients pay between [range]. The exact price depends on [factors], which the consultation works out. The consultation itself is [free / $X / credited toward treatment].” Mention payment options if you offer them.

6. Book the consultation on the call

“I have [day, time] or [day, time]. Which works better?” Two specific times are easier to answer than “when are you free?”. Repeat the booking, confirm how they want reminders, and tell them what to bring. If they are not ready, ask: “Would it help if I sent you some information and called you in a few days?” and note their answer.

7. Close warmly

“Thank you, [name]. You will get a confirmation shortly. If anything comes up, call us on this number and ask for me.”

Questions the front desk should not answer

The front desk explains, books and follows up; clinical judgment belongs to the clinician. Pass these on, kindly: whether the caller is a candidate, which treatment or product is right for them, what results they will get, and anything about medications or health conditions. A good line is: “That is a great question for [clinician], and it is exactly what the consultation is for. Would you like me to book that?”

After the call

  • Log the call: name, number, treatment of interest, how they found you, and the outcome (booked, follow up, not a fit).
  • If they did not book, follow up as agreed, by the channel they agreed to, and stop if they ask you to.
  • Return every missed call quickly; see missed calls in a medical practice.
  • Rules on recording calls differ between states, and some require everyone on the call to agree, so check your state’s rule before you record calls for training.

Coaching the team

Listen to a few calls each week with the person who took them, if you record calls lawfully, or role-play common calls in a team meeting. Track the share of new-patient calls that end in a booked consultation by team member and by treatment. That number improves quickly when everyone uses the same steps.

Where MediLeadGen fits

MediLeadGen sends practices requests from people asking about elective, cash-pay treatments near them, each to one practice only, with the person’s consent to be contacted by that practice. Your front desk calls them back with the same script: the person has already asked to hear from you, so the call starts warm.

See how it works for practices

Questions practices ask

What should a new patient phone script include?

A greeting with your name, a question about what they are looking for, getting their name and number early, an explanation of the consultation, an honest price answer, booking with two specific times, and a warm close.

Should the front desk give prices on the phone?

Give an honest range and the factors that change it, as approved by the practice owner, and say what the consultation costs. A straight answer builds trust.

What questions should the front desk pass to a clinician?

Whether the caller is a candidate, which treatment or product suits them, expected results, and anything about medications or health conditions.

How do we know if the script is working?

Track the share of new-patient calls that end in a booked consultation, by team member and by treatment, and review a few calls each week.

General information for practice teams, not legal or medical advice. Last reviewed October 2026.

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