Language you can use to make callers/patients feel welcome and valued:

Use phrases like these wherever you can to improve patient service and help our patients feel valued. You are their first impression of the office, and we want to make them feel good about having been referred to us. How they feel after their phone call with you colors their entire experience with us.

“I’m so glad you called.”

“I’m happy to help.”

“You’ve called the right place.”

“Yes, I can find out.”

“That’s a great question for our (clinical team/billing office/billing department/patient care coordinator, etc), let me get you in touch with her/him.”

“We are going to take good care of you.”