A patient was told a bony bump along the jaw needs to come out before a denture can fit, and they're calling your surgical office to schedule it. They're unsure what the procedure involves, whether it'll hurt, and what it costs. The front desk is tied up with check-ins, so the call slips to voicemail — and the patient, already hesitant, doesn't leave one. That's a referral lost to a busy phone, and with roughly 25–35% of dental calls going unanswered industry-wide, it happens more often than most offices realize.
DentalReception AI answers every one of those calls in under two rings and books the consult live, 24/7 — writing the appointment directly into your schedule in Dentrix, Open Dental, Eaglesoft, Curve Dental, or CareStack while the patient is still on the line.
Informational only — not clinical, coding, or billing advice; confirm CDT definitions and coverage independently. This page describes call handling only. The AI captures and routes; it does not diagnose, assign codes, or quote coverage.
What a D7471 call usually sounds like
D7471 is widely published as the CDT code for removal of a lateral exostosis (maxilla or mandible). We state it only at that conservative level; confirm the official CDT definition and any payer rules with your clinical and billing teams.
On the phone, the patient never mentions a code. They say they "have a bony bump that needs removing," their "dentist said something is in the way of a denture," or they were "referred for oral surgery on the jaw." The AI receptionist treats this as a surgical-consult or referral request to capture — not a clinical question to interpret.
What the AI can safely capture and schedule
For a referral or consult request, the agent handles the booking on its own:
- Identifies new vs. existing patient and pulls or creates the record so the visit lands on the right chart. See new patient calls.
- Books the consult or surgical slot in the correct provider column, live during the call. See appointment scheduling.
- Captures referral source and insurance details so intake is clean before the visit.
- Writes a clear summary to the record so your team is ready. See call summaries.
This fits squarely into an oral surgery practice workflow, where most inbound calls are referrals that can't be allowed to ring out.
What must be routed to clinical staff
The line is simple: the AI captures and schedules, it never advises. These go to your team, not the agent:
- Clinical questions — what the bump is, whether removal is necessary, healing, or pain expectations.
- Coverage and cost specifics — plan coverage, pre-authorization, or out-of-pocket estimates. The agent collects details and relays the question rather than quoting an answer.
- Pre-surgical and post-op questions — anesthesia, prep, and recovery instructions are routed to clinical staff. After surgery, post-op pain calls follow the same capture-and-route rules.
Anything beyond a clean booking becomes a task or live transfer for your front desk.
Context passed into your PMS
Because the booking writes back in real time, your team opens each consult ready to go:
| Captured on the call | Written to the PMS |
|---|---|
| Patient identity / record match | Linked to existing or new chart |
| Referral / exostosis-removal intent | Consult booked in correct column |
| Referring provider and insurance details | Attached for verification |
| Clinical or cost questions | Task flagged for your team |
Frequently asked questions
Does the AI assign the D7471 code or confirm the procedure is needed?
No. The agent captures the patient's referral or consult request and books the visit; it does not assign, confirm, or bill any CDT code, and it never confirms whether a procedure is necessary. That decision belongs to your clinical team at the point of care. The reference to D7471 here is informational only — confirm the official CDT definition independently. The AI recognizes a surgical-consult intent, books the appointment in the right column, and writes a clear summary for staff.
The patient wants to know if the surgery will hurt. What does the AI do?
It does not answer clinical or pain questions. The agent captures the question and any details the patient shares, books the consult, and routes the question to your clinical team with full context. The AI's job is to secure the appointment quickly and hand off anything it isn't authorized to address — never to set expectations about pain, healing, or the procedure.
Can it give the patient a price for the removal?
It collects and relays, it does not quote. The agent captures the patient's carrier and member details and answers only the general questions you configure. Anything specific — coverage, pre-authorization, or out-of-pocket cost — is routed to your insurance team rather than guessed, keeping cost statements with the people authorized to make them.
Does the booking actually land in our schedule?
Yes. For Dentrix, Open Dental, Eaglesoft, Curve Dental, and CareStack, the appointment writes back into your live schedule in real time while the patient is on the call — no re-keying. For other systems, DentalReception AI connects via API or works alongside your existing tools. Every call still produces a summary and any needed task.