Playbook: dental, medical, and other health practices

Dental and medical practices need a different setup than trades — different tone, stricter compliance, more nuanced scheduling.

Voice

Pick Eryn (warm female). Patients value warmth and reassurance, especially in dental/medical contexts.

Hours and after-hours

Set your office hours precisely. For after-hours, add a FAQ "What if I have an emergency?" with answer "For dental emergencies after hours, call our emergency line at [number] or go to your nearest emergency room. For non-emergencies, I can leave a message and someone will return your call first thing in the morning."

FAQs you should add immediately

• "Do you accept my insurance?" — list the major plans you take
• "How long is the wait for a new-patient appointment?" — be honest
• "Do you accept walk-ins?" — yes/no, and conditions
• "Do you do payment plans / CareCredit?" — important for elective procedures
• "What is your cancellation policy?" — common question
• "Are you in-network or out-of-network for [common insurance]?"
• "How much does a typical cleaning / exam / [procedure] cost?"

What NOT to put in FAQs

• Specific patient-history questions ("can you tell me when I last came in") — agent does not have access to your EHR
• Diagnostic questions ("does this sound like an infection") — agent must always say "I cannot give medical advice over the phone"
• Prescription requests — refer them to the practice during business hours

Transfer number

Only set this if you have a clinician on call. Otherwise leave blank — the agent will offer to take a message instead of hot-transferring to someone who is not available.