Every dentist knows the tension behind one deceptively simple question:
“Do you take my insurance?”
Whether you’re in-network, out-of-network, or fully insurance-free, this question is never really about contracts. It’s about confidence, clarity, and communication.
Too many practices lose patients not because they’re out of network—but because their team doesn’t know how to explain it. That’s why verbal skills are as valuable to your practice as clinical skills.
It’s Not About Contracts—It’s About Conversations
When a patient hears, “No, we’re not in-network,” what they often feel is, “No, we can’t help you.” That’s not true—but unless your team can bridge that emotional gap, you’ll lose patients you didn’t have to.
Here’s what effective communication sounds like at three critical moments:
The Phone Call
Patient: “Do you take XYZ Insurance?”
Trained response:
“We work with many patients who have XYZ. While we’re not contracted with XYZ, we do work with almost all types of insurance. Would you like to know why our patients with XYZ choose our practice?”
Now you’re inviting curiosity instead of closing the door.
The Consultation
Patient: “Will my insurance cover this?”
Trained response:
“It sounds like maximizing your benefits is important to you—is that right?”
Suddenly, you’re on the same team. Now the patient is listening.
The Financial Conversation
Patient: “How much will I owe?”
Trained response:
“Based on what your insurance company has shared with us, your estimated insurance saving is $, leaving your portion around $. Does that make sense?”
Simple. Clear. No shame. No stress.
From Scripts to Systems
These aren’t just words—they’re systems. Systems create consistency. Consistency builds trust. And trust leads to yes.
Want More YES—Even Out of Network?
This is just a small sample of the communication strategies Steven J. Anderson and the Total Patient Service Institute teach teams every day. The Should You Be Insurance Free? framework dives deeper into how verbal skills can protect production, build loyalty, and help patients confidently say yes—even when you’re out of network.
Explore more team coaching and tools at Total Patient Service Institute.
