The math
- A missed new-patient call is roughly $850+ in lifetime value, and practices pay $65–$135 per new-patient lead to make that phone ring (Delmain).
- About 62% of small-business calls go unanswered (Aira).
- 85% of callers who reach voicemail never call back (Aira).
- The quieter leak: the recall list waits for "a quiet day" that never comes, while hygiene slots sit open.
"Every new-patient call that rings out while the desk is chairside is ~$850 of lifetime value booking with whoever answered."
How she handles your calls
A new patient calls mid-rush → booked into a real exam slot, read back to confirm. A recall or cleaning → scheduled, and the overdue list gets worked automatically — reminders out, open slots refilled. Severe pain, swelling, trauma → your same-day protocol and a human, immediately. Anyone who asks for a person → instant transfer.
The boundary is the feature: scheduling-and-FAQ only. "Do I need a crown" and "is this infected" get the same honest line — "the doctor will look at that; let's get you in." Insurance is handled carefully: carrier name captured, verification promised before the visit, never a coverage promise over the phone. No clinical talk, no PHI beyond the booking. Engineered in — and your compliance reviewer can read the exact rules.
Quick answers
"Do you take my insurance?" She captures the carrier name and promises verification before the visit. Never a coverage promise over the phone.
"Does this hurt / do I need it?" Clinical deflection, always — straight to the doctor, with a booking offer attached.
"I'm in pain right now." Same-day protocol from your playbook plus a human path, immediately.