Table of Contents
Receptionist Script: Handling CDCP Calls with Confidence
Opening the Call
"Welcome to [Practice Name], we'd be happy to have you join us as a new patient! My name is [Receptionist Name]. May I have your name?"
If they ask about CDCP coverage:
"Yes, we work with the Canadian Dental Care Plan. Can I ask you a few quick questions to better understand your situation?"
Key Discovery Questions
- Have you already applied for the Canadian Dental Care Plan?
- Have you received your CDCP coverage letter or Sun Life ID number?
- Do you currently have other dental insurance through work, a spouse, or a private plan?
- Do you know which coverage tier you’ve been assigned under CDCP?
- Are there any specific treatments or concerns you’d like help with right away?
Addressing Common Patient Questions
Q: Is CDCP 100% coverage?
A: Not always. Some treatments are fully covered, others partially. We can submit a cost estimate for you so there are no surprises.
Q: Do you collect the difference?
A: Yes, if CDCP doesn’t cover the full amount, the balance is collected at your appointment. We’ll always give you a detailed breakdown in advance.
Q: How often am I covered for cleanings?
A: Most people are covered for one cleaning every 12 months. We can confirm with a pre-authorization if you’d like.
Q: Am I eligible if I already have private insurance?
A: Generally no. CDCP is only for patients without dental insurance. The exception is for some retirees who opted out of pension dental benefits before December 11, 2023.
Q: Can CDCP ask for money back?
A: It is possible if eligibility changes, such as gaining private insurance. That’s why we always confirm coverage before treatment.
Conversational Tips
- Reframe costs as savings: Instead of “You’ll still have to pay $25,” say:
“With CDCP, your cost is only $25 instead of the full $250.” - Stay positive, warm, and transparent.
Closing the Call
"Based on what you've shared, we'd be happy to help you under CDCP. Would you like me to book your first appointment?"
If already booked:
"Do you have any other questions I can help with today?"
✅ Key Reminder for Receptionists:
Always lead the conversation with warmth, questions, and clarity. Patients often feel confused about CDCP – your role is to reassure them, explain coverage simply, and confidently guide them toward booking.
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