Hybrid Live Answer and Voicemail Solution
As the Director of Client Services at Unique Dental Scheduling, I’ve had the opportunity to work with dental offices of all shapes and sizes, from single-location private practices to multi-office DSOs. One thing I’ve learned? No two practices are exactly alike. Every office has different workflows, patient needs, and team dynamics, which is why flexibility in scheduling support is key.
At Unique Dental Scheduling (UDS), we don’t believe in a one-size-fits-all approach. We work as an extension of your practice, adjusting our services to fit your specific needs. Whether you want us to handle all inbound calls, only overflow, after-hours support, or a combination of these, we customize our service to integrate seamlessly into your operations.
That said, if I were running my own dental practice, I know exactly how I’d set up my phone system: a hybrid model that blends rollover live answering for new patient scheduling with voicemail for routine, non-urgent calls. Let me explain why.
The Problem with Missed Calls
If you’ve ever looked at your missed call report, you know how many opportunities slip through the cracks when calls go unanswered. Patients don’t like leaving voicemails, and in today’s world, they expect immediate service. A missed call—especially from a new patient—often results in lost revenue, as that patient will likely move on to the next available provider.
The reality is that your front desk staff is already juggling multiple tasks: checking in patients, verifying insurance, handling payments, and assisting with treatment plans. Expecting them to answer every call promptly—while still delivering great in-office service—is unrealistic. That’s where UDS can step in to help.
Suggested Model: Hybrid Live Answer and Voicemail Solution
The most effective way to maximize new patient conversion without overwhelming your staff (or paying for unnecessary call volume) is a hybrid approach. Here’s how I’d structure it:
Rollover Live Answering for New Patients – New patient calls are the lifeblood of any practice. With our system, when a new patient calls, they get a live answer—every time. We follow your scripting, verify insurance if needed, and book them directly into your practice management software (Dentrix, Open Dental, Eaglesoft, etc.). This ensures that every new patient opportunity is captured, and your schedule stays full.
Voicemail for Routine Calls – For existing patient inquiries that don’t require immediate scheduling—billing questions, prescription refills, records requests, etc.—the call rolls to voicemail. The office can review these messages at their convenience, prioritizing urgent issues while minimizing unnecessary call costs. These voicemails are sent to the office in real time via our secure UDS portal, where both the recording and a full transcription are available for quick and easy review.
This setup allows your front desk to stay focused on in-office patients while ensuring that high-value calls never go unanswered.
The ROI of Smarter Call Management
A common question I get is, “How do I measure the ROI of a service like this?” It’s actually pretty straightforward. Let’s say your office misses 50 calls per month, and 20 of those are from potential new patients. If even half of those callers convert into actual appointments, and your average new patient generates $600 in production over their first year and another 50% would have called back and scheduled anyway. That’s still $3,000 in lost revenue—just from those missed calls.
Now compare that to the cost of having UDS capture those opportunities. In the scenario above, any office would be spending between $200 and $300 with UDS to help capture that $3,000 – a 10x plus return. With our team ensuring that every new patient inquiry is answered and scheduled, the service quickly pays for itself while significantly boosting practice growth.
Beyond the Phones: Why UDS is More Than Just an Answering Service
Another misconception I like to clear up is that UDS is just another answering service. That couldn’t be further from the truth. We specialize in dental scheduling, which means we’re not just taking messages—we’re converting calls into booked appointments. We train our team to speak the language of dentistry, understand insurance nuances, and follow your specific scheduling protocols. Plus, we offer radical transparency: every call is recorded and available for your review.
Our goal isn’t just to answer your phones—it’s to become a seamless extension of your practice, ensuring that every patient interaction reflects the high standards of your office.
Ready to Take Control of Your Calls?
If your practice is losing potential new patients due to missed calls, it’s time to rethink your approach. A hybrid model—where high-value calls get live support while routine inquiries are managed more efficiently—could be the key to improving your patient experience and maximizing revenue.
Want to see how this could work for your practice? Let’s talk. At UDS, we’re here to support your office in whatever way makes the most sense for you. But if you ask me? The hybrid approach is the way to go.