Nicole Sperone is an Office Manager at Clermont Family Dentistry, with 8 years in the industry. Her passion was in Dental Assisting originally, but soon learned her potential and grew in the industry. She enjoys spending time with her family and also helps students achieve their Dental Assistant Certificates while working at The Dental Education Institute on the weekends. Nicole is a proud member of the American Association of Dental Office Management and earned her MAADOM in 2024.
Have you ever been to a doctor’s office where you aren’t even acknowledged or greeted when you walk in? This irks me to the core! It sets the whole tone of the office, which does not have a positive vibe. Before the patient meets the doctor, the front desk has already set expectations for the entire experience. Sometimes it’s great, but we all know we cannot please everyone in the world! The front desk is the very first impression for the patient and the last impression they will get before exiting the office. In this article, you will learn several ways to help your front office patient coordinators set the perfect tone for the patient’s appointment experience.
The Power of the Greeting
We know no one truly wants to go to the dentist, but sometimes it takes a lot for patients to build the courage to step foot in the office. Having personalized greetings for your patients will help make them feel valued and comfortable the minute they walk in. Immediately, the patient should be greeted by their preferred name or nickname with a warm, welcoming smile - you work at a dental office, show off that beautiful smile! Conversing with the patient about something other than the dental appointment when they come in will help ease them into feeling comfortable. Jumping right into trying to collect the out-of-pocket as soon as they walk in the door will not set a comfortable tone for the rest of the appointment. Take the time to get to know your patients; it will help the appointment go smoother for everyone.
Clear Communication and Transparency
Having open and clear communication with your patients is very important. People don’t like being told one thing and having something completely different happen. One of our office’s biggest wins is taking patients back on time and not making them sit in the waiting room for 10-15 minutes past their appointment time. If our clinical team is running late, we always make the patient aware that we are running a little behind, but we prioritize getting them back as soon as possible. It will make the patient feel better knowing we value their time and haven’t forgotten about them.
Setting the Standard
The front office patient coordinators bridge the clinical and administrative atmospheres. Patients don’t always understand what happens “behind the curtain,” but the front office needs to show confidence and compassion while preparing the patient for their appointment. This will help with presenting treatment plans, clarifying any confusion with insurance, and even reassuring nervous patients. When the front desk leads with kindness and confidence, they don’t just set the tone but a new standard for what patient care truly means.
From the moment a patient walks in until the moment they leave the office, the front desk truly is the heart of the patient experience. By creating personalized greetings, having open communication, and confidently guiding patients through both clinical and administrative steps, the front desk will surely elevate the entire patient journey in your office. They do all this while delivering a positive and professional attitude from when the patient walks through the front door. In many ways, they are the voice, face, and heartbeat of the dental office—setting the tone from the very first hello to the final goodbye. From check-in to check-out, the front desk team holds the power to transform routine appointments into moments of comfort, trust, and lasting impact. You never know how far a simple smile can go and how it can improve a patient’s whole experience!
