JOB PURPOSE: The Treatment Coordinator (TC) is responsible for new patients' smooth transition into the practice and for the communication with referring practices and with specialists. The TC is an extended representative of the doctors and entire practice. The primary responsibility is taking care of people. They arrange and coordinate the events and appointments necessary to convert the new patient into active or pre-treatment recall status. They allow the doctors to spend more time with patients instead of being pulled in many different directions. They promote the doctor and practice by building relationships with patients, parents, general dentists and specialist. The personal goals of the TC are:
1. To listen to the patient's needs and expectations.
2. To use their verbal skills to create and nurture on-going relationships.
3. To build the patient's trust and confidence in the doctors and the entire team. ESSENTIAL FUNCTIONS:
1. PRACTICE MANAGEMENT DUTIES:
2. ADDITIONAL DUTIES:
- Greet new patients. Pull any appropriate sibling charts and records. Complete health history. Perform the team part of the examination. Review treatment fee estimates and explain the records procedure. Arrange for records (or take them) and startup appointments. Process exam letter to patient and general practitioner.
- If providing a formal treatment consultation, set up room for consult appointments. Perform team member's part of the consultation whether in person or on the phone. Prepare consult packet. Process consultation letter to patient/parent and general DDS.
- Monitor patient progress through the flow chart steps. Go through pre-treatment flow charts daily to be certain patients are moving through the system. Call pending exam and consultation patients when appropriate. Review unscheduled treatments.
- Confirm all exams, consultations, records, observations, recalls, separators, and banding appointments the night before. Check accounts with the financial coordinator to see if they owe any money, either for the records or initial payment.
- Request records for transfer patients.
- Send patient records for consultation with oral surgeon or other specialists. Arrange appointments with any specialists needed. Send extraction/discing requests as well as requests for x-rays, anything done outside of the office, etc. Thank referral sources.
- Track daily exams, recalls, and consultations for the morning meeting the following day and the month end report.
- Participate in recall ready, pre-treatment, and pre-phase II recall appointments.
- Arrange appointments for scanning, separators, impressions for aligners/appliances, and begin banding/bonding.
- Follow up on surgery patients after consultation with the oral surgeon and after surgery.
- Send follow-up cards/information/paperwork to all exam patients.
- Deliver deband consultation to patient/parent when treatment is completed.
- Make all "suspense/pending" follow up calls to see why family has NOT begun needed treatment (before they reach 1 month post exam time). Report status to team.
- Send out letters two times per year to all recall exams without start dates suggesting use of the FLEX plan â€“ offering to file the claim for them.
3. PROFESSIONAL RELATIONS MANAGEMENT DUTIES:
- Back up front desk, reception.
- Cross-train to take diagnostic records.
- Be responsible for cleanliness of exam and consultation room and upkeep of equipment.
- Help clinical coordinator organize in-house educational seminars.
- Be an active participant in team meetings and committee meetings. Give NP report.
- Perform other tasks as assigned by the doctors.
- Work cohesively with fellow team members to provide an atmosphere of trust, mutual respect, and cooperation.
- Reports new patient statistics to leadership team monthly.
o Begin to build the relationship.
- Plan a semi-monthly one-on-one lunch with scheduling coordinators or treatment coordinators of referral offices. Teach them what their patient will have done at the exam. Give them forms, charts, etc. to help them refer.
- Take responsibility for delegating the organization of lunches inviting other practice's teams to your office for food, an office tour, show and tell, or lunch and learn.
- Send technical memos and emails/faxes to general dental offices.
- Work with Admins/Marketing. Track and acknowledge referral activity of patients, parents, and referral offices with letters, gifts, and surprise lunches.
- Coordinate Doctor's lunches with referral doctors. Be sure doctor has the charts or notes of the patients-in-common at the lunch!
- Coordinate newsletter, thank gifts, etc.
- Help coordinate practice building and public relations efforts with patients, parents, referring and non-referring professionals, schools, and in the community.
- Know the Goals of the Initial Exam
o Establish trust and confidence early.
o Identify the needs of both the patient and parent.
o Educate the patient and parent about Orthodontics/Invisalign/your office.
o Promote the doctor and the practice.
o Explain and guide them through the Orthodontic/Invisalign process.
o Add value to the investment of Orthodontics, explain the value of Invisalign.
o Create an environment for future referrals.
o Answer the Five Critical Questions before they are even asked.
- What is the clinical problem?
- Can you fix it?
- How long will it take?
- How much will it cost?
- How will it affect me or my lifestyle?
- Some experience in dentistry, preferably Orthodontics
- Experience in customer service industry required
- Personal maturity
SKILLS AND ABILITIES:
- Requires a minimum of two years of recent (within the last 5 years) front office/support experience.
- High proficiency with computers and electronic communication preferred.
- Ortho II software preferred.
- Interpersonal: Good interpersonal skills to maintain effective rapport with patients, parents, doctor, and other team members, and community. Needs to be a team player.
- Writing & Verbal Skills: Letter composition skills. Legible handwriting for entries in patient charts, cards, to patients and referral sources, etc. Great verbal communication is paramount.
- Computer Skills: For entering patient information and performing any digital imaging duties.
- Problem Solving: Gentle persuasion skills in order to schedule/prioritize effectively.
- Task Oriented: Ability to follow through with details and commitments to others. Very comfortable talking about finances and presenting fees.
- Prioritize duties.
- Strong willingness to respond to patient questions/requests. BUSINESS RELATIONSHIPS * Demonstrates exceptional customer service and interacts effectively with doctors, patients, vendors, visitors, team members and the broader heath care community.
- Demonstrates a commitment to service, organizational values and professionalism through appropriate conduct and demeanor at all time.
- All employee records/conversations/benefit elections.
First Choice Dental - 21 months ago
First Choice Dental Studio LLC manufactures fixed prosthetics, crowns and bridges. We use only the best materials and expert craftsmanship...