Sean Merbod of Mission Valley Dental Arts in San Diego, CA, shares how Doctor Genius’s Caller IQ has helped his team save time, coach more effectively, and attract more new patients by enhancing phone call performance and accountability.
Sean Merbod, co-owner of Mission Valley Dental Arts, finds Caller IQ’s scoring and categorization features most helpful. “It clearly buckets the calls and makes it easy for me to concentrate on the calls that need attention,” he said. This system not only saves time but also allows Sean to focus on the most meaningful training moments for his front desk team.
He emphasized how Caller IQ has improved team performance, explaining, “This is a very valuable tool to ensure the front team is answering the calls correctly… It’s a great opportunity to coach your team.” With his team aware that calls are being reviewed, they’ve become more engaged and focused, contributing directly to an increase in new patients for the practice.
"This is a very valuable tool to ensure the front team is answering the calls correctly"
Caller IQ has helped Sean pinpoint missed opportunities without having to listen to every call individually. "The caller IQ does all the background work and categorizes the missed opportunities. I'm very busy… I used to go in there and listen to calls one by one. I don't need to do that anymore."
With this added insight, Sean and his team created a structured process for answering calls — one that highlights key features of the practice, such as the doctor, technologies, and value of care. In the past, these details were often missed. Caller IQ provided the practice with a way to evaluate what was working and what wasn’t, as well as how to better communicate value to prospective patients.
As Sean puts it: 'If your goal is to increase new patient intake, or if you don’t feel your front office is answering calls the way they should, I highly recommend Caller IQ. It will simplify your life and reduce the time you have to spend listening to all the calls.'
"I highly recommend Caller IQ. It will simplify your life and reduce the time you have to spend listening to all the calls."
Caller IQ makes it simple to track whether or not appointments are being set and how calls are handled. Sean explained that all the important details — whether the call resulted in an appointment, call scoring, and notes — are clearly listed in a single column.
'I use this to give feedback to the team,' he said. 'It also lets the team know that they need to be at their best as I'm reviewing the calls.' Before using Caller IQ, some team members didn’t realize their call performance mattered. Now, knowing that a review process is in place, they consistently strive to improve.
Sean emphasized that the tool has been easy to use and implement: 'All the info is in one column, with relevant information.' With simple access to performance metrics and a culture of accountability, his team is better equipped to deliver high-quality service.
Helping Practices Grow Their Online Presence and Patient Base
Caller IQ provided Mission Valley Dental Arts with the tools to enhance call quality and team performance in a straightforward, effective manner that yields measurable results. If you are seeking a boost in your online presence, improving your search engine ranking, and attracting more patients, we invite you to partner with us. Our patient-first technology and customized strategies can completely revamp your practice, helping you gain the traction you need.
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"It also lets the team know that they need to be at their best as I'm reviewing the calls."
