Treatment Coordinator

 

Treatment Coordinator

 

Job Title: Treatment Coordinator

Department: New Patient Team

Reports To: Practice Manager, Doctor

Status: (Full or part-time, hourly or salary)

Location: Ellicott City/Catonsville, Maryland

 

About Us

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Job Summary

The Treatment Coordinator is an extended representative of the doctor and the practice. The primary responsibility of this person is taking care of people and arranging and coordinating the events and appointments necessary to convert the new patient into active or pre-treatment growth guidance status. 

 

The Treatment Coordinator allows the doctor to spend the necessary time with patients and handles all other areas and discussions in the New Patient Exam.  The Treatment Coordinator promotes the doctor and the practice by building relationships with patients and parents and general dentists and specialists. The goals of the treatment coordinator are to listen to the patient's needs and expectations, to use her verbal skills to create and nurture relationships, and to build the patient's trust and confidence in the doctors and staff – all with the end goal of starting them as a New Patient in the practice.

 

RESPONSIBILITIES

 

Patient Management

• Accept new patient phone calls if there is no New Patient Coordinator available.  Enter complete information in the computer that is needed for each new patient.  Do everything necessary to make the caller feel welcome.
• Prepare new patient welcome packet for patients for their arrival for the exam if not handled by New Patient Coordinator
• Pull any appropriate x-rays and sibling records before the exam if not handled by New Patient Coordinator

 

Patient Management (Cont.)

 

• *If no Records Technician/TC Assist*Greet new patients for the examination appointment.  Complete health history if not already submitted online.  Show patients and parents the office and ensure photos and a pan are taken on each patient.  Review the health history and chief concern.  Note allergies to medication, history of trauma, and premedication requirements.  
• Introduce the doctor to the patient and parent.  Share all the information the patient/parent told you earlier.
• Complete the questionnaire in the computer
• After the doctor’s exam, review the treatment fee estimate and explain the records procedure.  Prepare necessary exit packets including one for second financially responsible parties.  Discuss the payment options, the Contract and the Informed Consent with the patient/parent.  Make certain that the treatment card, letter, and contract are completed.  Schedule treatment appointments.  Answer questions from new patients throughout the new patient process.  Process the post-exam letter to the patient and general practitioner.  Send a thank you note for the referral and post Smile Reward points if appropriate.  Be sure to post the checkout code for each exam patient and check that the status of the patient is correct.
• For each exam patient who does not schedule a next visit but may be a candidate for treatment, place in Start Needed status
• Follow up on all pending decision (Start Needed) patient
• Request transfer records for transfer patients.  (Make sure the AAO transfer form and financial history forms are faxed to the office.)
• Send patient records for consultation with an oral surgeon or other specialists.  Arrange appointments for any prophies needed with the GP and any appointments with any specialists needed.  Send extraction requests as well as requests for panos.
• Prepare for and handle consultations as needed
• Create letter and send to general dentist when our practice is referring a new patient to their practice
• Track daily exams and growth guidance Ready to Starts for the morning meeting the following day
• Participate in growth guidance appointments when possible (or coordinate w/ staff members who did)
• Arrange appointments for separators, impressions for appliances, and beginning banding/bonding
• Follow-up on surgery patients after consultation with the oral surgeon
• Send handwritten follow-up cards to juvenile exam patients
• Introduce the Patient Rewards program to patient/parents

 

Professional Relations Management

• Be an active participant in the External Marketing Committee to help coordinate practice building and public relations efforts with patients, parents, referring and non-referring professionals, and the community.
• Practice promotion such as: Design and implementation of patient contents, deliver community dental health presentations (as requested)
• Plan a semi–monthly one–on–one lunch with our scheduling coordinators and the treatment coordinators with scheduling coordinators of referral offices if not handled by the New Patient Coordinator. (or New Patient Coordinator)
• Take responsibility for delegating the organization of lunches inviting other staff to our office for food, an office tour, show and tell (lunch and learn).
• Send technical memos and faxes to general dental offices
• Delegate the acknowledgment of referral activity with letters, gifts, and surprise lunches
• Coordinate doctors’ lunches with referral doctors. Plan a schedule and delegate another to call the practices to set the lunches up. 
• Coordinate newsletter, gifts, etc.
• Help coordinate practice building and public relations efforts with patients, parents, referring and non–referring professionals, and the community

 

Miscellaneous

• Take responsibility for cleanliness of exam/consultation room
• Take responsibility for meeting end of the month production goals.  Conversion rate must be 70% or higher.
• Help Clinical Coordinator organize in–house educational seminars

• Purchase all materials used for new patients
• Be an active participant in staff meetings and committee meetings
• Perform other tasks as assigned by the doctor
• Work cohesively with fellow team members to provide an atmosphere of trust, mutual respect, and cooperation

 

EDUCATION AND EXPERIENCE

• High school diploma or equivalent
• At least two years related experience required OR
• Minimum two years of experience in dentistry, preferably orthodontics
• Experience in sales is desirable

 

SKILLS AND ABILITIES

 

 

WORKING CONDITIONS

• This role routinely uses standard office equipment such as computers, phones, and photocopiers
• Requires prolonged periods of sitting, standing, typing, and on the phone
• Must be able to lift up to 20 pounds
• This role requires the ability to function well in a high-paced and at times stressful environment