The Role of a Treatment Coordinator in a Dental Practice
A treatment coordinator plays a very important role in a dental practice. Their true job is to find out what outcome the patient would like to achieve with the treatment and determine the best option to help them get there.
The role of the treatment coordinator is truly about helping patients understand the value of care and feel confident about the proposed treatment plan.
Building Confidence and Expertise in Treatment Coordination
It is important to be confident in the treatment options you are offering and to believe in what you do. Being a good treatment coordinator requires understanding what outcomes the patient would like to achieve and the results they want to see.
However, it is equally important to fully understand the treatments you are presenting. When a treatment coordinator presents with confidence and can answer all of the patient’s questions, it helps assure the patient that they are working with an expert. Talking with the doctor about treatment options and understanding the “why” behind each treatment builds both confidence and expertise.
Connecting with Patients Through Listening and Education
Another important step is personally connecting with the patient: Understand how they got to their current condition, what their struggles are, and how you can help them achieve their desired results. For patients needing extensive dental care, it can be difficult to envision a healthier future.
To better understand their goals, the treatment coordinator should ask open-ended questions like, “What are your long-term goals?” or “How does this condition affect your life?”
It is very important to listen carefully to what patients say so you can determine what results they are trying to achieve with the treatment. Listening and engaging with the patient will help to create trust and increase case acceptance.
Take time to educate patients. You don’t need to provide every clinical detail, but they do need to understand the overall process and what will be done.
When patients have clear expectations and a well-defined plan, they feel more confident in the process, the doctor, and the team. The treatment coordinator should be able to answer any questions patients may have about the treatment.
Discussing Treatment Costs with Confidence and Value in Mind
When it comes to cost, it’s important to be confident and not afraid to discuss finances. Using the words “investment” rather than “cost” helps to convey the value of the treatment. Presenting multiple financing options also helps improve case acceptance.
The treatment coordinator should confidently walk patients through the application process, answer payment-related questions, and choose the appropriate vendor for each type of treatment.
Also, when discussing the fees of different options, it is helpful to discuss the value of each option. Value is a simple equation of cost over time. One treatment option might have a lower cost, but does it also come with durability and need to be replaced sooner?
Related value considerations might also be the benefits that are indirectly related to those treatment options. For example, a composite filling is cheaper than a ceramic inlay but will likely need to be replaced much sooner. The ceramic option will have a better value quotient, but also, less drilling and prepping of that tooth will decrease the lifetime risk of pulpal damage.
Another example is the implant versus a bridge. The fees are comparable, but the implant has the added benefit of stabilizing the bone and also not compromising the adjacent teeth. All these things can be added to the discussion of treatment and hopefully won’t confuse the patient, but will add to building trust and rapport with the patient.
Boosting Case Acceptance Through Follow-Up and Empathy
Recent data shows that for higher-dollar treatments, case acceptance is only about 25%, which may seem low. That’s why it’s essential to gain mutual agreement on the proposed treatment.
If a patient leaves without scheduling, consistent follow-up is key. Call them if they have questions or need more time to consider. Patients may need time to process the information and the cost. But if you stay in touch and show kindness and care, they are more likely to return and proceed with treatment.
Caring for patients, listening to their concerns, and understanding their struggles—while showing empathy and a willingness to help—builds trust and strengthens your relationship with patients.
About the Author
Katerina O’Donoghue, MAADOM
After beginning her career in dentistry in 2020 as a dental assistant, supporting her husband’s practice in Alaska, Katerina O’Donoghue quickly developed a passion for patient care and practice operations. Following the move to Wisconsin, she helped launch their startup dental practice, where she took on the dual role of Office Manager and Treatment Coordinator.
With a hands-on approach and a deep understanding of both clinical and administrative sides of dentistry, Katerina plays a key role in creating a seamless, welcoming experience for every patient. She is dedicated to helping the practice grow through personalized service, efficient systems, and the latest high-tech innovations.
