By the time the phone rings, your potential patient has already made a choice: they need care. But when your team answers and says, “We’re not in-network with your insurance,” that hopeful choice risks turning into a dead end.

It doesn’t have to.

Out-of-network practices can not only thrive—they can become magnets for patients seeking something more than what the insurance-driven world offers. But doing so requires more than good dentistry. It takes intentional phone skills, a magnetic team culture, and the right people answering the phone. Let’s explore how.

The Script That Saves the Call

When a caller asks, “Do you take my insurance?” the words that follow can make or break the relationship. A defensive, rushed, or overly technical answer will almost always lead to a quick goodbye.

Here’s a high-performing, warm script used by successful out-of-network practices:

Patient: “Do you take Delta Dental?”

Team Member: “That is a great question! We’re not in-network with Delta, but many of our patients do have that insurance and still choose to come here because they trust the high quality dentistry that we offer. We help them get the most out of their benefits, and they love the experience and care we provide. Can I ask what’s most important to you when choosing a dentist?”

This shift changes everything. The focus moves from insurance to the patient’s needs. From costs to care. From limitations to possibility.

Phone Skills That Build Trust and Book Appointments

Top-performing practices treat the phone call like the beginning of a relationship—not a transaction.

Best practices include:

• Smile Before You Dial (or Answer): Patients can hear your facial expression. A warm tone increases trust instantly.

• Use the Patient’s Name Often: This creates connection and personalizes the call.

• Listen Deeply Before You Reply: Ask what the patient is looking for and why they’re calling now. People book when they feel understood, not persuaded.

• Be Confident, Not Defensive: Confidence in your value as an out-of-network provider is contagious.

Culture: Your Secret Weapon

Patients don’t just pick dentists—they pick experiences. A practice that radiates joy, professionalism, and genuine care creates word-of-mouth referrals and loyal patients, even without the safety net of insurance networks.

Culture cues that attract:

• A team that believes in the mission and communicates that on the phone

• Reviews that reflect exceptional, individualized care

• Consistency between what’s said on the phone and what patients experience in the chair

When your whole team understands why patients pay out-of-pocket to see you, their conviction comes through in every conversation.

The Right Person on the Phone Makes All the Difference

Some people are natural connectors. Others are more task-oriented. When hiring or training your front office, look for traits that align with empathy, enthusiasm, and persuasion.

Best personality traits for scheduling success:

• High emotional intelligence

• Confidence with warmth

• Ability to handle rejection without getting discouraged

• Natural curiosity—someone who wants to ask the patient more

Helpful personality profiles:

• DiSC Profile: Look for high “i” (influence) with strong “S” (steadiness). These individuals are personable, persuasive, and reliable.

• Myers-Briggs: ENFJ or ESFJ types tend to thrive—they’re people-focused, articulate, and organized.

A Hopeful Close: Patients Want What You Offer

Every time a patient asks, “Do you take my insurance?” they’re really asking: Can I trust you? Will this be worth it?

When your team answers that question with warmth, clarity, and conviction, the answer becomes an easy yes.

You don’t need to be in-network to be in-demand. You just need the right voice, the right message, and the right heart on the other end of the line.

Benjamin Tuinei

Founder - Veritas Dental Resources, LLC
Phone: 888-808-4513

Services:
PPO Fee Negotiators | PPO Fee Negotiating | Insurance Fee Negotiating
Insurance Credentialing | Insurance Verifications

Websites:
www.VeritasDentalResources.com | www.VerusDental.com