The patient experience doesn’t start in the treatment room—it starts on the first phone call. And in those first few minutes, patients are already deciding if they trust your practice and whether they’re going to move forward with care.

Most patients are calling with just two things on their mind: their insurance and their out-of-pocket cost. How your team handles those conversations—especially early—has a direct impact on case acceptance.

In this session, Laura Nelson will break down why phones are the first and most critical step in the case acceptance process, and how confidence, clarity, and consistency in communication can change everything. She’ll share practical strategies to help teams handle insurance and financial conversations in a way that builds trust instead of confusion.

Laura will also introduce how AI is starting to support the front desk—from ensuring calls are answered to helping keep patients engaged when teams are busy—and why this makes training your team on phone skills more important than ever.

Learning Objectives:

• Create strong first impressions that build trust from the first call
• Confidently guide conversations around insurance and finances
• Keep callers engaged and reduce missed opportunities
• Connect what happens on the phone to better treatment presentation and case acceptance
• Use AI and technology as support—not a replacement—for great communication