Guideline for Orthodontic Scripting


Charlene White has developed several scripts for handling patient questions, front desk interactions, scheduling conflicts, and stressful situations either other the phone or in person.

  • Frequently Asked Questions lists questions the appointment coordinator may need to answer on the phone or in person.
  • Daily Front Desk Interactions describes typical interactions that can occur at the front desk, and how to respond to them.
  • Scheduling Conflicts describes how to handle the inevitable scheduling problems that can occur.
  • Oral Hygiene, Appliance Care, and Praising the Patient presents several scenarios involving the clinical staff and how they can best communicate with patients and/or parents.
  • Stressful Situations presents various stressful scenarios and the best way to handle them.
  • Telephone Interactions covers front desk and telephone do's and don'ts, gathering information over the telephone, and how to win new patients over the telephone.