Dental Treatment Coordinator Training
As the liason between the patient and the dentist, a dental Treatment Coordinator is a high profile position. In this role, you work closely with the doctor to ensure that the patient understands the treatment itself and why it is needed. Organization, exceptional communication skills, a positive attitude, consistent follow-through and the ability to multi-task are keys to your success.
What does a dental treatment coordinator do during day to day dental practice operations? This training module begins with their purpose, then takes you through the entire dental patient experience – from planning to discussing money! There is more to the treatment coordinator’s role than simply assisting in treatment presentations. They have important conversations with patients about care acceptance and insurance. Is your dental treatment coordinator prepared to communicate effectively with patients? They will be. View the Treatment Coordinator Course Outline.
What forms, policies and documents does your dental treatment coordinator need while driving toward patient case acceptance? We have exactly what you need, including Payment Agreement Forms and how to effectively manage the “next day review.” Find everything you need in the dental treatment coordinator document library. Need a template for treatment coordination, click here.
Don’t miss a single thing when you attend our monthly webinars. Use these live events to supplement what you are learning through the foundation coursework and join us as we take your training to the next level. Dental treatment coordinators use this additional resource to see and hear what Laura recommends and what their colleagues in other offices are doing to boost case acceptance and manage outstanding treatment plans to drive higher productivity. Get your patients to say “Yes!” with these treatment coordinator webinars.
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“The person that presents treatment and treatment plans to the patients is an invaluable team member to a dental office and to the patients. The dental treatment coordinator is the liaison between the dentist and the patient and has their hands in confirming the patient understands the treatment that they need, helping the patient get their financial arrangements made and ensuring the patient will schedule, show up and pay for their treatment. It is important in this role to be well-trained, proficient at communicating, working with the doctor and the patients and ultimately understands their role, which is to help patients get the dentistry they need and help them achieve and maintain good dental health.”
THE TOP 6 DOCUMENTS FOR TREATMENT COORDINATORS
The role of Treatment Coordinator is patient facing and is tasked with the responsibility of attending patient consults and subsequently scheduling the patient’s prescribed treatment, and keeping clinical records accurate and well documented. Your priority is to assist the doctor in getting patients to understand and accept the recommended treatment and subsequently coordinate the treatment plan to work for both the patient and the office.
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Verbal Skills to Confirm Patient Payment
Learn how to get patients to pay for treatment during the consult.
Treatment Plan Follow Up Policy
Use this policy to outline what steps need to be taken for each patient that requires treatment plan follow up
Payment Agreement Form
Use this form to confirm an agreement between the practice and the patient to receive payment for treatment and services.
Next Day Reviewer
The purpose of reviewing the schedule a day ahead is to make sure that we maximize tomorrow and we do all we can today to make it run smoothly
Letter and Email Samples to Send to Patients
These templates are a good starting point for creating your own library of templates or using them just as they are to communicate effectively with your patients.
Implementing the role of the Treatment Coordinator
It is the doctor’s and hygienist’s responsibility to make the treatment plan and document it in the chart; however, after the treatment plan is entered into your patient’s chart, it then becomes your responsibility to manage it.
Your priority is to assist the doctor in getting patients to understand and accept the recommended treatment and subsequently coordinate the treatment plan to work for both the patient and the office.
Implementing the role of the Treatment Coordinator has many benefits to your dental practice.
How Case Presentation Affects Your Practice
One of the major mistakes in clinical charting is the lack of documentation when giving the patient treatment options. When the doctor is consulting with a patient and discussing the options — for example, a bridge, implant, or partial — this not only needs to be documented in the clinical note but also laid out in the patient’s treatment plan options.
The role of Treatment Coordinator is patient facing and is tasked with the responsibility of attending patient consults and subsequently scheduling the patient’s prescribed treatment, and keeping clinical records accurate and well documented.
THE TOP QUESTIONS
EVERY TREATMENT COORDINATOR
NEEDS TO KNOW
We recommend watching all the video modules in each unit, but if your team is in a crisis and needs answers now…
How Can I Improve Scheduling?
For the management team, I would start...
For your front office team, we recommend...
How Can I Offer Better Customer Service?
For the management team, I would start...
For your front office team, we recommend...
Think about it. What happens in a dental office? We put drills and needles in their mouth, and they are going to pay us thousands of dollars for something nobody is going to see—and half the time, it didn’t hurt before you touched them. On top of that, many front desk teams behave in the same manner as a doctors office: “Sign in, take a seat, and wait to be called back”.
Whether it’s the receptionist or the dental assistant, it is vital that your team understands what an important role they play with offering each and every patient great customer service. They are many times one of the first employees the patients meet and most of the time have the most interaction with the patient. The way they talk with the patient, take care of the patient and make sure they are happy while they are in the dental office, can make such an impact on whether the patient loves your office or not.
If you are concerned your team isn’t offering the best customer service, I would start with making sure you have the right policies in place ( see management response above first) and then watching this webinar together as team: How to Communicate With Dental Patients, followed by Creating The Ultimate New Dental Patient Experience. After you’ve watched the webinar recordings as a team, talk with your employees about what they think can be done differently. By including them on the discussion you are actually getting their buy-in that their voice is important and you value them. When your team is apart of the decision making they feel vested in your business and want to see it succeed. Discussing customer service as a team also gives you, the manager, the opportunity to explain the “Why” behind answering phones quickly, with a smile, and building rapport. Why handoffs are important.
We do not offer scripts. What you see through Front Office Rocks training is an understanding of how to communicate – when you know what to say – it just comes naturally.
These five videos should be a top priority for your team to watch:
Articles for Dental Treatment Coordinators
Dealing with dual dental insurances takes time, patience, and a little bit of math. Dental office managers have big jobs dealing with insurance companies. The job is doubled when patients carry two insurances.
A key part of good customer service for our patients is to always be genuine and talk to them from your heart. However, this approach will only help your office succeed in the long run if you are also making sure to establish guidelines for staff about what you can and cannot say to your patients.
Our Top 10 Insurance Tips For Getting Paid Quickly and Correctly Infographic provides your dental team with a list of TOP tips for dealing with insurance.
The video replay of our SIXTH joint webinar featuring Laura Hatch and Eaglesoft expert, Andre Shirdan, is now ready for your viewing! Listen in on the discussion about Eaglesoft service codes and quick picks...
Without a doubt, cancellations and no-shows are an epidemic in our industry—probably the biggest issue that most dental offices face on a regular basis. Over the years as I’ve spoken with dental office owners and managers...
You never get a second chance to make a first impression. From the moment a new patient arrives at your office, you and your team are making a first impression. That is a fact. The question is whether that impression is good or not-so-positive.
The most frustrating phone call dental offices receive regularly is the patient who calls to tell the office they no longer have dental insurance and they need to cancel their cleaning appointment. It is trying because it results in an opening in our schedule but...
Calls to schedule recare and hygiene appointments are the most frequent outgoing calls in dental offices. How the front desk handles those calls is paramount to creating a full and productive hygiene schedule. How do you explain the need for ongoing care, hygiene...
We get a lot of questions about insurance outsourcing. Insurance is one of the biggest headaches in the office and can be the cause of much stress and anxiety for the front office team. There are several companies that offer insurance outsourcing, and my office...
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