Dental — New Patient Appointment
Inbound new-patient scheduling. Triages dental emergencies before routing to a routine slot.
When this runs
classifies this work type when the caller says things like:
How the call goes
3 surface rules tied to missing field definitions. Urgent first.
Ask if they're in pain or have visible swelling — that's a same-day triage flow, not a 6-week routine slot.
urgent“Are you in any pain right now, or noticing any swelling?”
Field: Pain or visible swelling now
Ask for insurance carrier and member ID — we'll verify benefits before the visit.
important“Do you have dental insurance? If so, could I get the carrier name and your member ID?”
Field: Insurance carrier
Ask what's bringing them in — cleaning, specific tooth, second opinion, cosmetic.
important“What's bringing you in today — a routine cleaning, a specific tooth that's bothering you, or something else?”
Field: Reason for visit
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Quote a price for treatment before exam and insurance verification.
Diagnose a dental condition over the phone.
Confirm in-network status without verifying with the carrier.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm appointment time
- Confirm callback number
- Send new patient forms
- Remind arrive 15 min early
Then creates a appointment encounter with:
- Patient name
- Date of birth
- Callback number
- Reason for visit
- Last dental visit
- Insurance carrier
- Insurance member ID
- Pain or visible swelling now
- Preferred appointment window
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