When to Outsource Dental Scheduling (and When Not To)
- Maxillo Team
- Jul 23
- 5 min read
Updated: Jul 28
Dental scheduling is the foundation of a productive, patient-focused, and profitable dental practice. Every call represents an opportunity, whether it is a new patient looking to book their first visit or an existing patient needing to schedule treatment. However, as dental teams become busier and patient demands increase, many practices find themselves questioning whether scheduling should remain in-house or be outsourced to a specialized provider.
In this article, we will explore the signs your front desk may be overwhelmed, weigh the pros and cons of outsourcing versus in-house scheduling, and offer practical tips on what to look for when selecting a third-party scheduling provider.
Outsource Dental Scheduling? Signs Your Team Is Overwhelmed or Costing You Production
It is common for front office staff to wear multiple hats. Between insurance verifications, patient check-ins, handling cancellations, billing questions, and follow-up calls, the team can quickly become stretched too thin. When this happens, scheduling effectiveness declines and production suffers.
Here are several red flags to watch for:
1. Increased Missed or Abandoned Calls
A high rate of missed calls, especially during regular business hours, is a warning sign. According to a 2022 Dental Intelligence report, the average dental practice misses about 30 percent of inbound calls, many of which are new patient opportunities ("Dental Intelligence Industry Report", 2022).
2. Frequent Voicemails and Long Hold Times
Patients often hang up rather than wait on hold or leave a voicemail. These lost opportunities are difficult to track but can add up to significant lost revenue over time.
3. Unscheduled Treatment Plans
If your team is not actively following up with patients who need treatment, or they are not reaching out to overdue recalls, these patients may drift away. Consistent follow-up is crucial for case acceptance and long-term retention.
4. Overburdened Staff or Burnout
Stressed employees are more prone to errors, disengagement, and turnover. When your front desk staff is overloaded, even basic tasks like confirming appointments or returning patient calls may be delayed.
5. Doctor Downtime
One of the clearest indicators of scheduling failure is when providers are available but the chairs are empty. According to the Levin Group, lost production from poor scheduling can amount to tens of thousands of dollars annually per provider (Levin Group, 2021).
Outsourcing vs. In-House Dental Scheduling: Pros and Cons
Whether to outsource dental scheduling depends on the unique needs and structure of your practice. Below is a breakdown of the advantages and drawbacks of each model.
In-House Scheduling
Pros:
Personalized Patient Experience: Your in-house team builds relationships with patients and understands their preferences.
Immediate Access to Records: Staff can quickly reference clinical notes, insurance status, and other details in real time.
Control Over Protocols: You can directly manage scripts, tone, and responses to patient questions.
Cons:
Limited Coverage: Calls may go unanswered during lunch hours, meetings, or after hours.
High Overhead: Hiring, training, and retaining front office staff is costly, particularly if turnover is high.
Time Constraints: When staff are juggling multiple responsibilities, scheduling may not be prioritized.
Outsourced Scheduling
Pros:
Extended Availability: Many providers offer support during evenings, weekends, and holidays when patients are more likely to call.
Consistency and Volume Handling: Call centers can manage high call volumes and ensure no calls are missed.
Cost-Efficient: You only pay for the service without incurring costs for payroll taxes, benefits, or training.
Cons:
Less Personalization: External agents may not know your patients or office culture.
Integration Challenges: Not all providers integrate seamlessly with your practice management software.
Potential for Miscommunication: Without proper training or access, third-party agents may make errors in booking or patient handling.
When Should You Consider Outsourcing?
Outsourcing scheduling may be beneficial if your practice:
Has a high volume of missed or abandoned calls
Loses new patient leads due to after-hours unavailability
Wants to reduce staff burnout and turnover
Has low hygiene reappointment rates or high cancellation no-show rates
Is planning to scale or open multiple locations
Alternatively, if your team is consistently meeting key performance indicators like call answer rate, reactivation success, and provider production goals, then maintaining an in-house model may be best.
Some practices benefit from a hybrid approach: outsourcing only after-hours, overflow, or recall outreach, while keeping day-to-day scheduling in-house.
What to Look for in a Third-Party Scheduling Provider
Not all outsourcing partners are created equal. Choosing the right one can be the difference between boosting production or harming patient trust.
Here are some key qualities to prioritize:
1. Dental Industry Experience
Look for providers who specialize in dental scheduling and understand terminology, insurance basics, and common procedures. A general call center may not offer the same expertise.
2. Software Compatibility
Ensure they can work within your practice management software or integrate with it directly. Real-time access is ideal for preventing double bookings or inaccurate scheduling.
3. HIPAA Compliance
Your outsourcing partner must adhere to strict privacy standards. Ask for documentation of HIPAA training, security protocols, and compliance measures.
4. Custom Scripting and Training
The best partners allow you to customize call scripts to match your tone, services, and scheduling preferences. They should act as a seamless extension of your team.
5. Performance Reporting
Opt for a provider that offers regular performance metrics, such as call volume, conversion rates, and missed opportunities. Transparency ensures accountability and helps measure ROI.
6. Availability and Scalability
Whether you need coverage only during lunch breaks or 24/7 service, find a provider that can scale with your needs. Some also offer bilingual support or SMS scheduling.
According to Patient Prism, practices that effectively outsource missed calls can increase new patient bookings by 20 to 30 percent within a few months ("Patient Prism: Virtual Scheduling", 2023).
Conclusion
Dental scheduling is not just about filling time slots. It directly impacts patient experience, practice production, and team efficiency. If your front desk is overwhelmed and critical calls are being missed or delayed, it may be time to explore outsourcing options.
That said, outsourcing is not for every office. Practices with strong in-house systems, high patient loyalty, and a well-trained front desk may do better keeping scheduling internal. Ultimately, the best approach depends on your goals, patient volume, and staff capacity.
For many, a blended model offers the best of both worlds: in-house familiarity during the day, with outsourced coverage for nights, weekends, or overflow. Whichever route you choose, the goal is the same — to maximize production, improve patient access, and maintain a high standard of care.
Dental scheduling is one topic covered in The Future of Dentistry.
Sources:
Dental Intelligence Industry Report. (2022). Average Call Answer Rates in U.S. Dental Practices. Retrieved from https://www.dentalintel.com
Levin Group. (2021). Scheduling for Success: Boosting Practice Production. Retrieved from https://levingroup.com
Patient Prism. (2023). Virtual Scheduling Solutions: Increasing New Patient Conversion Rates. Retrieved from https://www.patientprism.com
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