Home/Blog/Ortho2: Running a High-Velocity Recall & Waitlist in 12 Minutes a Day
← Back to main site
Ortho2
2025-12-05

Ortho2: Running a High-Velocity Recall & Waitlist in 12 Minutes a Day

A TC-friendly white paper for Ortho2 users: how to prioritize, script, and schedule pending patients without adding meetings.

Ortho2 makes it easy to filter, but the real leverage comes from what you do next. This white paper gives Treatment Coordinators (TCs) a repeatable, no-drama cadence to move pending patients from "thinking about it" to "on the schedule."

The 12-Minute Daily Loop

Consistency is key. Dedicate 12 minutes early in the day to this focused workflow:

  • Minute 1–3: Pull your saved filters
    • Pending Start (last 21 days)
    • Benefits expiring in ≤60 days
    • Missed/Rescheduled starts in last 14 days
    • Waitlist patients with doctor preference
  • Minute 4–6: Tag each patient with one blocker
    • Identify the primary hurdle: Cost, Timing, Insurance, or Confidence.
    • Add a one-line action plan: "Offer 0% DP + longer term" or "Check portal; benefits renew 1/1."
  • Minute 7–10: Outreach the top 3
    • Call first; if no answer, drop a concise SMS using the scripts below.
    • Log notes immediately with date + blocker + offer + next step.
  • Minute 11–12: Fill two slots
    • Offer two concrete times to the most ready patients.
    • Use waitlist + doctor preference to match chair time and provider.

Scripts TCs Can Deliver Confidently

Use these templates to address common blockers quickly and specifically:

  • Cost Blocker:

    "We can start with $X today and spread the rest. I can show you two options right now—want me to text them?"

  • Timing Blocker:

    "Your records stay valid for 30 days. I can hold Thursday 3:30 or Friday 10:00 so you don’t need a new exam. Which works better?"

  • Insurance Blocker:

    "Your benefits show an expiry around [date]. If we start before then, you keep this coverage. Want me to verify and lock a spot?"

  • Confidence (Doctor Trust):

    "Dr. [Name] can record a 20-second note about your case. Want me to send it? It answers the exact question you asked in the consult."

High-ROI Ortho2 Filters to Save

Saving these custom filters streamlines your Minute 1–3 task:

  • Benefits expiring in ≤60 days: Sort by plan estimate, call top 5 each Monday. Lead with the insurance script.
  • Missed/Rescheduled starts (last 14 days): Call, then SMS with two times to reschedule. Remove any friction: "No new exam needed."
  • Pending Start with no contact in 7+ days: Reactivate gently: "I kept your plan—want me to hold your pricing for 7 days?"
  • Waitlist with doctor preference: Use cancellations to offer preferred doctor slots; acknowledge their preference in the first sentence.

Note Format That Keeps the Team in Sync

Keep notes to one line. Blocker + offer + next step. Doctors can skim and add a quick note or voice memo.

  • [12/05] Cost. Offered $200 today + $140/mo. Asked to pick Thu 3:30 or Fri 10:00.
  • [12/05] Insurance. Portal check shows renewal 1/1. Offered start before 12/20 to keep coverage.
  • [12/05] Confidence. Requested Dr. V voice note about aligners vs braces.

Micro-Metrics to Watch Weekly

Track these numbers to ensure your 12-minute loop is generating results:

  • Touches per pending patient: Aim for 2 touches in 7 days, across two channels (call/text/email).
  • Response rate: Target >45% on first touch if your scripts are tight.
  • Conversion from "pending" to "scheduled start": Add 2–3 starts/week per location after 3 weeks.
  • Time-to-schedule after consult: Push toward ≤10 days by making two time offers every day.

Two Quick Workflows That Save Time

  • Doctor micro-video: Once a week, ask the doctor for one 20–30 second video answering a common objection. Re-use it in SMS/email for similar patients.
  • Hold-the-spot SMS: After a missed call, send: "I can hold Thu 3:30 or Fri 10:00 with Dr. [Name]. Reply with your pick; no new exam needed."

Weekly Cadence (Printable)

This schedule ensures coverage of all high-value pending lists:

  • Monday: Benefits-expiring list; call top 5; log notes.
  • Tuesday: Missed/Rescheduled starts; offer two times; update waitlist with outcomes.
  • Wednesday: Pending with no contact 7+ days; reactivation SMS + one call.
  • Thursday: Doctor preference waitlist; fill cancellations with matching patients.
  • Friday: Review notes; send a 5-line recap to doctor with asks (e.g., "Need 1 voice note for insurance confidence").

How to Keep It Patient-Centered (Not Salesy)

  • Lead with what helps them: fewer visits, holding pricing, keeping coverage, aligning with their preferred doctor.
  • Make every outreach one decision: pick a time, approve an option, receive a note.
  • Close the loop: when they respond, confirm in <15 minutes during work hours. Speed signals care.

Run this loop for two weeks and track starts. The process is simple, consistent, and grounded in Ortho2 data—so patients feel guided, not pushed.