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Front Desk Call Script for New Patient Calls (Free Printable)

Lead Follow-Up

October 17, 2026•8 min read

By Blake Hickey, founder of Double Jaw Marketing. For practice owners, office managers and the front desk. Updated October 17, 2026.

When a new patient calls, the person on the phone has a few minutes to get the basics, answer the money question without making promises, and get a visit on the calendar.

This is the script I'd hand a new front desk hire. It runs in order, it keeps clinical questions with the doctor, and it covers two legal points worth getting right: telling callers the call is recorded, and collecting only what you need.

Recording calls in Florida

Florida is an all-party consent state. The wiretap law makes it lawful to record a call "when all of the parties to the communication have given prior consent" (Fla. Stat. 934.03(2)(d)). Under 934.03(4), a violation can be a felony of the third degree.

If your phone system or call tracking tool records calls, give the notice before the conversation starts. One way is the greeting that plays before someone picks up. If a caller says no, stop the recording or offer to call back on a line that isn't recorded. Have your attorney approve the exact wording, and check the rules in any other state your callers are in.

"Thank you for calling [Practice name]. This call may be recorded for quality and training. Is that OK with you?"

The call, step by step

Same order every time. It keeps the call short and makes sure nothing gets skipped when the phones are busy.

Step	Say something like	Why it's there
1. Thank them	"Thanks for calling us."	Sets the tone in two seconds
2. Name	"May I have your name? Is the appointment for you or someone else?"	Parents often call for kids, and spouses for spouses
3. How they heard	"How did you hear about us?"	Tells you which marketing is working; write their exact words
4. Reason	"What can we help you with?"	Lets you book the right visit and provider
5. Referral	"Did a dentist or doctor send you to us?"	So you can thank and update the referring office
6. Insurance	"Do you have dental or medical insurance you'd like us to check?"	Lets the team check benefits before the visit
7. Contact	"What's the best number and email? Is it OK if we text you about your appointment?"	Gets a callback number and a clear yes or no on texting
8. Book	"I have [day, time] or [day, time]. Which works better?"	Two choices are easier to answer than "When are you free?"
9. Close	Repeat the date, time and address	Fewer no-shows from a wrong day or a wrong office

What to collect, and what to leave for the intake form

HIPAA's minimum necessary standard asks covered entities to make reasonable efforts to limit the health information they use, disclose or request to what's needed for the purpose (45 CFR 164.502(b)). On a new patient call, the purpose is booking the visit and checking benefits. Take what that needs and send the detailed health history to your secure intake form.

The other side of that rule is verification. Before sharing a patient's information with a caller whose identity or authority you don't know, 45 CFR 164.514(h) requires you to verify both. Write your office's verification steps down so every person on the phones does it the same way.

Lines to avoid, and the hard questions

The front desk shouldn't diagnose, promise a price, promise coverage or promise results. The clinical questions belong to the doctor, and the number belongs on a written estimate after the exam. The printable sheet has a short "say this instead" answer for cost, insurance, emergencies and callers asking about someone else.

For emergencies, the line is simple and comes first: if it's a medical emergency, hang up and call 911 or go to the nearest emergency room. Then give your office's process for urgent problems that aren't emergencies.

Print for your team

Two pages for the phone desk: the recording notice, the call in order, what to collect, lines to avoid, the hard questions, voicemail and a call log. Put your logo in the box, print it, or copy the text and make it your own.

Print it, or choose Save as PDF in the print window.

Paste the text into Word, Google Docs or your AI tool and make it your own. To print, press Ctrl+P (Cmd+P on a Mac). Only the sheet prints, on US Letter paper.

Your logo here

[Practice name][Phone][Website]

Front desk call script: new patient calls

For whoever answers the phone. Keep it by the phone. Use your own words, and hit every step in order.

UpdatedApproved byCalls recorded? Yes / NoAfter-hours line

1. Recording notice, before anything else

If your calls are recorded: "This call may be recorded for quality and training. Is that OK with you?" If they say no, stop recording or offer a line that isn't recorded.

Florida makes it lawful to record a call when all parties have given prior consent (Fla. Stat. 934.03(2)(d)). A greeting that plays before you pick up can carry this notice. [Attorney: approve the wording.]

2. Greeting

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

3. The call, in order

Step	Say something like	Write down
Thank them	"Thanks for calling us."
Name	"May I have your name? Is the appointment for you or someone else?"	Caller, patient, date of birth if booking
How they heard	"How did you hear about us?"	Their exact words
Reason	"What can we help you with?" Listen. Don't diagnose.	A few words only
Referral	"Did a dentist or doctor send you to us? Who?"	Referring provider
Insurance	"Do you have dental or medical insurance you'd like us to check?"	Carrier and plan name
Contact	"What's the best number and email to reach you? Is it OK if we text that number about your appointment?"	Phone, email, OK to text: yes / no
Book	"I have [day, time] or [day, time]. Which works better?"	Date, time, provider
Close	Repeat the date, time and address. "You'll get a confirmation by [text / email]."

Collect only what you need

What it takes to book and check benefits. No detailed medical history on the phone; that goes on your secure intake form.
Don't share a patient's information with a caller until you've checked who they are and that they're allowed to have it.
Voicemails you leave: your name, the practice and the number. No health details.

Lines to avoid

Diagnosis or clinical advice: "It sounds like you need..."
Price promises: "It'll only be $..."
Guarantees: "You'll love your results."
Coverage promises: "Your insurance will cover it."
Comparisons: "We're better than..."

4. The hard questions

They ask	You say
"How much does it cost?"	"It depends on what the doctor finds at the exam, so I can't give you a number on the phone. After your visit you'll get a written estimate." [If you charge for the first visit: "The first visit is [fee]."]
"Do you take my insurance?"	"Let me check. Which carrier and plan?" Then: "We [are in network with / file claims with] [plan]. Coverage depends on your plan, so we'll check your benefits and let you know before your visit."
"Can you tell me what's wrong?"	"I can't give medical advice, but I can get you in with the doctor. Would [day, time] work?"
It sounds like an emergency	"If this is a medical emergency, please hang up and call 911 or go to the nearest emergency room." For urgent problems that aren't emergencies: [your office's urgent process].
Calling about another patient	Follow your office's verification steps before you share anything. If you can't verify them: "I'm not able to share that, but I'm glad to take a message."

5. Voicemail

When you call back: "Hi, this is [name] from [Practice name] returning your call. Please call us at [Phone]. We're open [hours]."

Your after-hours greeting: "You've reached [Practice name]. If this is a medical emergency, hang up and call 911. Our hours are [hours]. [Recording notice, if you record.]"

6. Call log

Date and time	Caller / patient	Phone and email	How they heard	Reason	Referred by	Insurance	Booked

Sources: Fla. Stat. 934.03; 45 CFR 164.502(b) and 164.514(h). I'm not a lawyer or a doctor. This is what I've learned helping practices, shared to help you. It's general information for Florida practices as of October 2026, not legal or medical advice. Rules differ by state and change, so have your attorney review it before you use it. Template from Double Jaw Marketing, doublejawmarketing.com/resources.

See the text version

[Your logo here]
**[Practice name]** | [Phone] | [Website]

# Front desk call script: new patient calls

For whoever answers the phone. Keep it by the phone. Use your own words, and hit every step in order.

Updated: ______________________
Approved by: ______________________
Calls recorded? Yes / No: ______________________
After-hours line: ______________________

## 1. Recording notice, before anything else

> If your calls are recorded: "This call may be recorded for quality and training. Is that OK with you?" If they say no, stop recording or offer a line that isn't recorded.

Florida makes it lawful to record a call when all parties have given prior consent (Fla. Stat. 934.03(2)(d)). A greeting that plays before you pick up can carry this notice. [Attorney: approve the wording.]

## 2. Greeting

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

## 3. The call, in order

| Step | Say something like | Write down |
|---|---|---|
| Thank them | "Thanks for calling us." |   |
| Name | "May I have your name? Is the appointment for you or someone else?" | Caller, patient, date of birth if booking |
| How they heard | "How did you hear about us?" | Their exact words |
| Reason | "What can we help you with?" Listen. Don't diagnose. | A few words only |
| Referral | "Did a dentist or doctor send you to us? Who?" | Referring provider |
| Insurance | "Do you have dental or medical insurance you'd like us to check?" | Carrier and plan name |
| Contact | "What's the best number and email to reach you? Is it OK if we text that number about your appointment?" | Phone, email, OK to text: yes / no |
| Book | "I have [day, time] or [day, time]. Which works better?" | Date, time, provider |
| Close | Repeat the date, time and address. "You'll get a confirmation by [text / email]." |   |

## Collect only what you need

- What it takes to book and check benefits. No detailed medical history on the phone; that goes on your secure intake form.
- Don't share a patient's information with a caller until you've checked who they are and that they're allowed to have it.
- Voicemails you leave: your name, the practice and the number. No health details.

## Lines to avoid

- Diagnosis or clinical advice: "It sounds like you need..."
- Price promises: "It'll only be $..."
- Guarantees: "You'll love your results."
- Coverage promises: "Your insurance will cover it."
- Comparisons: "We're better than..."

---

## 4. The hard questions

| They ask | You say |
|---|---|
| "How much does it cost?" | "It depends on what the doctor finds at the exam, so I can't give you a number on the phone. After your visit you'll get a written estimate." [If you charge for the first visit: "The first visit is [fee]."] |
| "Do you take my insurance?" | "Let me check. Which carrier and plan?" Then: "We [are in network with / file claims with] [plan]. Coverage depends on your plan, so we'll check your benefits and let you know before your visit." |
| "Can you tell me what's wrong?" | "I can't give medical advice, but I can get you in with the doctor. Would [day, time] work?" |
| It sounds like an emergency | "If this is a medical emergency, please hang up and call 911 or go to the nearest emergency room." For urgent problems that aren't emergencies: [your office's urgent process]. |
| Calling about another patient | Follow your office's verification steps before you share anything. If you can't verify them: "I'm not able to share that, but I'm glad to take a message." |

## 5. Voicemail

**When you call back:** "Hi, this is [name] from [Practice name] returning your call. Please call us at [Phone]. We're open [hours]."

**Your after-hours greeting:** "You've reached [Practice name]. If this is a medical emergency, hang up and call 911. Our hours are [hours]. [Recording notice, if you record.]"

## 6. Call log

| Date and time | Caller / patient | Phone and email | How they heard | Reason | Referred by | Insurance | Booked |
|---|---|---|---|---|---|---|---|
|   |   |   |   |   |   |   | [ ] |
|   |   |   |   |   |   |   | [ ] |
|   |   |   |   |   |   |   | [ ] |
|   |   |   |   |   |   |   | [ ] |
|   |   |   |   |   |   |   | [ ] |
|   |   |   |   |   |   |   | [ ] |
|   |   |   |   |   |   |   | [ ] |

---
Sources: Fla. Stat. 934.03; 45 CFR 164.502(b) and 164.514(h). I'm not a lawyer or a doctor. This is what I've learned helping practices, shared to help you. It's general information for Florida practices as of October 2026, not legal or medical advice. Rules differ by state and change, so have your attorney review it before you use it. Template from Double Jaw Marketing, doublejawmarketing.com/resources.

Prints on two US Letter pages, or one sheet printed on both sides. Not legal advice; have your attorney approve the recording notice.

Want this done for your practice?

I'll build your front desk call script and tracking

If you want this finished without pulling your team off the phones, this is work I do:

Write the script with your team, in your practice's voice
Design it in your brand for the phone desk
Set up call tracking in your own tools so you see which calls book
Write the recording greeting for your attorney to approve

Start with a Method Review: a free 15-minute call with Blake by phone or Zoom. You get a written Method Plan with the first fixes in order, yours to keep whether we work together or not.

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Marketing help only. Not legal or medical advice. No results are guaranteed.

Common questions

Is Florida a one-party or all-party consent state for recording calls?

All-party. Fla. Stat. 934.03(2)(d) makes it lawful to record a call when all parties have given prior consent. Have your attorney approve the notice you use.

What should the front desk collect on a new patient call?

Name, the patient's name and date of birth if booking, phone, email, how they heard about you, the reason in a few words, the referring provider and the insurance carrier. Detailed health history goes on the secure intake form.

How should the front desk answer "How much does it cost?"

Explain that the cost depends on what the doctor finds at the exam and that the patient gets a written estimate after the visit. Don't quote a treatment price or promise coverage on the phone.

What should the front desk say in an emergency?

Tell the caller that if it's a medical emergency they should hang up and call 911 or go to the nearest emergency room, then give your office's process for urgent problems.

Claims and sources

Checked October 17, 2026. Rules and platform settings change, so check the source before you rely on it.

Florida all-party consent to record calls; third-degree felony: Fla. Stat. 934.03 (2026 Florida Statutes)
HIPAA minimum necessary standard, 45 CFR 164.502(b): eCFR 45 CFR 164.502
Minimum necessary, HHS guidance: HHS: Minimum Necessary Requirement
Verify identity and authority before disclosing PHI, 45 CFR 164.514(h): eCFR 45 CFR 164.514

dental front desk script new patient phone script

Blake Hickey

Blake Hickey has worked in marketing since 2006 and runs Hickey Media LLC in Jupiter, Florida. He is the marketing director at an IT and cybersecurity company, hosts and produces The Florida Bar Business Law Section's continuing legal education series on lawyer advertising compliance, and plans the campaigns, shoots the video and designs the ads himself. He writes from accounts he has run, not from theory. Nothing here is legal advice, and no result is promised.

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