New Patient Calls Are Costing You More Than You Think

By Jill Allen | Hey Docs! Podcast with Dr. Anthony Bonavoglia, SmileSuite

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Most orthodontic practices are not struggling to generate leads.

They are struggling to convert them.

And the biggest breakdown is not your marketing. It is what happens after the phone rings.

In this episode of the Hey Docs! podcast, Jill Allen sits down with Dr. Anthony Bonavoglia, CEO of SmileSuite, to unpack one of the most overlooked drivers of growth in orthodontics. The new patient call.

Because if that first interaction is not handled well, everything that came before it stops mattering.

Why New Patient Phone Calls Matter More Than Lead Generation

Practices spend significant time and money on marketing.

Ads, websites, SEO, social media. All designed to get the phone to ring.

But what happens next is where most opportunities are lost.

Dr. Bonavoglia highlights a common issue across practices. Teams are busy, distracted, or not trained to handle calls in a way that actually converts.

The result is missed opportunities, inconsistent messaging, and a poor first impression.

💡 JA&A Insight
If your systems bring in leads but your team cannot consistently convert them, your growth is capped.

How Technology Should Support, Not Replace, Human Interaction

There is a lot of noise around automation, bots, and AI replacing communication.

That is not what patients want.

What they want is a real conversation that feels helpful, confident, and easy.

SmileSuite’s approach is to use AI-guided systems to support human agents, not replace them.

This allows for:

• Faster response times
• More consistent messaging
• Better handling of common questions
• A more confident team experience

Technology should make your team better at communicating, not remove the human element entirely.

Why Communication Preferences Are Changing Across Generations

Not every patient wants to call your office.

Some prefer text. Some use online forms. Others still want a phone conversation.

The challenge for practices is not choosing one channel. It is managing all of them well.

Jill emphasizes that understanding how different generations communicate is critical to improving patient experience.

That means meeting patients where they are, while maintaining a consistent brand experience across every interaction.

If your communication feels disconnected depending on how a patient reaches you, they notice.

How Handling Every Call Improves Your Front Desk Performance

One of the most impactful shifts discussed in this episode is the move toward handling all incoming calls through a centralized system.

This changes how the front desk operates.

Instead of juggling phones while managing in-office patients, your team can focus fully on the experience in front of them.

The result is:

• Better in-office interactions
• Less stress for your team
• More consistent call handling
• Higher conversion rates

When your team is not split between competing priorities, performance improves across the board.

From Contact to Contract: Where Practices Win or Lose Patients

Jill introduces a concept that every practice should be paying attention to.

From contact to contract.

This is the full journey from the moment a patient reaches out to the moment they start treatment.

Most practices focus heavily on the clinical experience and less on the front end.

But the first interaction sets the tone for everything that follows.

If the initial contact is:

• Confusing
• Slow
• Inconsistent
• Lacking confidence

Patients feel it immediately.

And many will move on before ever stepping into your office.

💡 JA&A Insight
The patient experience does not start at the consult. It starts at the first point of contact.

The Bigger Picture: Growth Is Built in the Small Moments

It is easy to focus on large strategies like marketing campaigns or expansion plans.

But growth is often determined by small, repeatable moments.

Like how your phone is answered.
How questions are handled.
How confident your team sounds.

These are the details that build trust and drive decisions.

Practices that refine these moments see measurable improvements in conversion, efficiency, and patient satisfaction.

Frequently Asked Questions About New Patient Calls in Orthodontics

Why are new patient phone calls so important in orthodontic practices?

New patient calls are often the first direct interaction a patient has with your practice. A strong first impression can increase scheduling rates and overall case acceptance.

How can orthodontic practices improve call conversion rates?

Improving conversion starts with training, consistency, and clear communication. Using systems that support staff and standardize responses can significantly improve results.

Should orthodontic practices use AI for patient communication?

AI can be helpful when used to support human interaction. It can improve efficiency and consistency, but should not replace real conversations with patients.

Is it better to outsource call handling or keep it in-house?

It depends on the practice. Outsourcing can improve consistency and reduce front desk workload, while in-house teams may offer more familiarity. The key is ensuring calls are handled professionally and consistently.

How do communication preferences differ among patients?

Different generations prefer different communication methods. Some prefer phone calls, while others prefer text or online forms. Practices should offer multiple options and ensure consistency across all channels.

What does “contact to contract” mean in orthodontics?

It refers to the full patient journey from the first interaction with the practice to starting treatment. Optimizing this process improves conversion rates and overall patient experience.

Final Thought

You do not need more leads.

You need to do more with the ones you already have.

If your phone is ringing and your schedule is not full, the problem is not visibility.

It is conversion.

And fixing that starts with how your practice shows up in the very first interaction.