Turn insurance questions into loyal patient relationships.
When a new patient calls your dental practice and asks, “Do you take my insurance?”—and your practice is out of network—your team might brace for the worst. Will they hang up? Will they be frustrated? Will they ever become a patient?
But here’s the truth: this question isn’t a dead end. It’s an opening. And when your team is trained and confident, these moments can lead to some of your most loyal, value-driven patients.
Let’s start by busting a big myth: “Insurance callers aren’t worth your time.”
In reality, most patients who ask about insurance are not “shopping for the cheapest dentist.” They’re trying to navigate a complex system they don’t fully understand. Insurance is simply their entry point. It’s how they start the conversation, not how they define value.
What they want is guidance. Clarity. Reassurance that they’re making a smart decision.
This is your opportunity to shift the dialogue from “we’re out of network” to “we’re the right choice—and here’s why.”
Confidence starts with preparation. Your team needs more than a script—they need to understand the why behind your out-of-network model and believe in the value your practice offers. When they do, they can communicate that value authentically and effectively.
Here are a few great phrases that reframe the conversation:
“We’re not a contracted provider, but we’re insurance-friendly.”
“Many of our patients have the same plan and still choose to see us—let me explain how it works.”
“We’re an unrestricted provider, which means you can choose the best care for your needs, not just what’s on a list.”
Slow the conversation down. Ask the patient what matters to them. Is it convenience? Continuity? Comfort? Price? When you understand their priorities, you can tailor the discussion to what truly matters—and show how your practice meets those needs.
One of the most effective ways to bridge the gap between an insurance-based inquiry and a new patient relationship is a complimentary meet-and-greet.
This informal appointment isn’t about diagnoses or fees—it’s about trust. Let them walk through your doors. Let them meet the doctor. Let them feel the atmosphere and see the difference for themselves.
This low-friction experience can turn a hesitant caller into a committed patient.
Consumer expectations are high. Most new patients want to be seen within a week of calling. If you can’t get them in for a comprehensive exam right away, use that meet-and-greet appointment as a way to stay connected and demonstrate responsiveness.
Also, make sure your team clearly explains how reimbursement works. Let patients know they can still use their benefits and receive reimbursement directly, even if you're out of network. When patients understand the process and feel supported, they’re far less likely to walk away.
What about the patients who do leave after you go out of network? Don’t consider them lost.
Set up a system in your practice software to code patients who left due to insurance. Then, six months later, reach out with a personal note or phone call.
You might be surprised how many return, grateful for the care, service, and experience they couldn’t find elsewhere.
Success isn’t about converting every insurance shopper. It’s about building momentum. If you win one new patient today, and another tomorrow, and another next week, you’re building something sustainable and powerful.
The key? Keep your team aligned. Keep telling your story. And most of all, keep believing in the value you deliver.
They choose you for your people, your care, your integrity, and the way your practice makes them feel.
Own that value. Speak it often. Train your team to do the same. And when you meet PPO questions with confidence, clarity, and compassion, you turn a challenging conversation into the start of a strong, lasting relationship.