InfiVoiceFeaturesPricingBlog

Dental office receptionist phone script template (copy and paste)

InfiVoice ยท 2026-11-14

A dental front desk answers new patients, cancellations, insurance questions and toothaches, often all while a patient is standing at the counter. A clear script keeps every call short and moves it to a booked visit. Copy the script below, change the bracketed parts, and use it with a person or an AI voice agent.

Before you copy it

Decide a few things first. Which new patient types you accept, which insurance plans you work with, how long each visit type takes, and what counts as a dental emergency in your office. Also decide who handles emergencies after hours.

Keep one rule at the top. If a caller describes trouble breathing, swelling that is spreading to the eye or throat, or bleeding that will not stop, the person answering tells them to call 911 or go to the nearest emergency room. No scheduling first.

1. Greeting

> "Thank you for calling [Practice Name], this is [Name]. How can I help you today?"

After hours, say so and stay useful.

> "Thank you for calling [Practice Name]. The office is closed right now. I can take a message or help you book a visit. What do you need?"

2. Find out why they are calling

> "Are you calling as a new patient, or have you been to see us before?"

> "Is this for a checkup and cleaning, a specific problem, or something else?"

Send each answer down its own path below.

3. New patient questions

> "Can I have your full name, date of birth and the best phone number to reach you?"

> "Do you have dental insurance? If so, which company, and do you have the member ID handy?"

> "Is there anything we should know before your visit, like a nervous feeling about the dentist or a health condition?"

If you do not accept a plan, say it plainly and offer the self-pay option you actually have.

> "We are not in network with that plan, but we can see you as a self-pay patient. Would you like to hear how that works?"

4. Pain and emergencies

> "Where does it hurt, and how long has it been going on?"

> "Is there swelling in your face or gums, or a fever?"

> "Did something break, crack or get knocked out?"

Write your own emergency list on one page. Common examples are a knocked-out tooth, severe pain, facial swelling and a broken tooth with sharp edges.

> "That sounds like something the dentist should see today. Let me check the schedule right now. If the pain gets worse or the swelling spreads, please go to the emergency room."

Only promise a same-day slot if you can keep it.

5. Booking the visit

> "I have [Day, Time] or [Day, Time] with [Dentist or Hygienist]. Which works better?"

> "That visit takes about [length]. Please arrive [number] minutes early to fill out forms."

> "You will get a confirmation by [text / email] and a reminder the day before."

6. Cancellations and rescheduling

> "No problem. Can I have your name and date of birth to find your appointment?"

> "Would you like to move it to [Day, Time] or [Day, Time]?"

State your cancellation policy only if you have one and apply it. Read it exactly as written.

7. Billing and records questions

> "I want to make sure you get the right answer. I will pass this to our billing team and they will call you back by [time]. What is the best number?"

Do not give out account details until you have verified the caller.

8. Goodbye

> "Thank you, [Name]. You are booked for [Day, Time] with [Dentist]. If anything changes, call us at [number]. Have a good day."

Run this script as an AI voice agent with InfiVoice

You can turn this script into a voice agent that answers every call, including lunch breaks, evenings and weekends.

Start with the call flow. Paste the greeting, then add the questions in order. Set the emergency list as a branch that transfers the call to a person or sends a message to your on-call team.

Then add a knowledge base with your hours, services, accepted insurance, visit lengths and policies. InfiVoice answers from that content instead of guessing. Connect your calendar so visits land on the right schedule.

Finally, test by calling it. Try a new patient, a toothache, a plan you do not accept and someone who wants to cancel. Fix the flow, then go live.

InfiVoice bills in credits and one credit equals 60 seconds of call time. The Free plan includes 100 credits, enough to build and test the script. Pro costs $79 per month with 250 credits.

Frequently asked questions

What should a dental receptionist ask a new patient?

Name, date of birth, phone number, insurance and the reason for the visit. Collect contact details first in case the call drops.

How do I handle a dental emergency call?

Ask where it hurts, how long it has lasted and whether there is swelling or fever. Offer the earliest slot you can keep, and send breathing trouble or uncontrolled bleeding to 911.

Can an AI voice agent book dental appointments?

Yes. With a calendar connected, it can offer open times and confirm one, and pass urgent calls to your team.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

Related

Start free