How Unique Agents are Trained to Serve Your Practice

At Unique Dental Scheduling, we believe in the power of people. That’s why we invest heavily in the training and development of our scheduling agents. Our philosophy is simple: well-trained agents deliver exceptional service. Here’s how we do it.


Everyone Gets Trained

Unique employs a full-time trainer for new hires to Unique, as well as for continuing education for existing team members. New hires go through a four-week training schedule, where they learn how to talk to patients, familiarize themselves different scheduling software, and how to handle the flow of different types of appointments, followed by lots of practice calls. Existing team members also go through refresher courses annually to keep their skills sharp and learn the newest developments at Unique and the industry.

Harnessing Playbook

Our secret weapon is Playbook, our proprietary call handling software. Think of it as the ultimate guidebook for our agents. It’s where we compile all the preferences, policies, and patient interaction protocols specific to each practice. With Playbook, our agents become scheduling wizards, effortlessly navigating calls while ensuring adherence to practice guidelines and maintaining a high standard of service. Combining comprehensive training with playbook makes Unique agents the best in the business.

Real-Time Feedback

Transparency is key in everything we do. That’s why we provide practices with real-time insights into their scheduling interactions. As soon as a call is completed, practices can access a detailed summary, recording, and transcription on the online practice portal. This transparency not only builds trust but also allows practices to give immediate feedback, which we take seriously and act upon promptly.

Trained to be Service Driven

We’re not just about answering calls; we’re about delivering exceptional service. Our agents are passionate about enhancing patient satisfaction and converting more leads for our partner practices. Through personalized interactions and a deep understanding of each practice’s specific needs, our agents go above and beyond to ensure every patient has a seamless scheduling experience.

Increasing Patron Satisfaction While Converting More Leads

By focusing on patron satisfaction and leveraging our expertise in call handling, we help practices convert more leads and build lasting relationships with their patients. Our agents are trained to anticipate and address patient needs proactively, ensuring a smooth scheduling process that leaves a positive impression. Our call flow takes patients from inquiry to resolution in a courteous and efficient way, while minimizing missed calls that frustrate patients and mean missed revenue for the practice.

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Commitment to Excellence

Excellence is not just a goal; it’s our standard. We hold ourselves to the highest standards of professionalism, integrity, and service quality. Through continuous education, feedback loops, and a relentless pursuit of improvement, we strive to set the benchmark for scheduling services in the dental industry.

At Unique Dental Scheduling, our people are our greatest asset. By investing in their training and development, we empower them to deliver outstanding service that drives success for our partner practices.

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