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The Treatment Coordinator (TC) is a crucial member of the clinical team responsible for ensuring a seamless patient experience from initial contact through the treatment process. The TC plays a key role in leading new patient calls, managing pending and observation patients, providing financial presentations, and maintaining strong relationships with community partners and referring doctors. The TC ensures that all patients are informed, comfortable, and ready to start treatment.
Key Responsibilities:
Lead Generation & Marketing:
Ensure all marketing materials align with RDB Branding, Mission, and Vision.
Actively promote the office through community engagement and relationship-building with referring doctors, schools, and businesses.
Help drive word-of-mouth referrals by creating a positive patient experience that encourages repeat visits and referrals.
New Patient Call Process:
Complete introductory calls to new patients three days prior to their scheduled appointment to gather key information and set expectations.
Develop rapport with patients by asking questions to uncover their treatment goals and address any concerns.
Confirm appointments and verify insurance benefits to ensure smooth coordination for the first appointment.
Pending & Observation Patient Management:
Take ownership of the pending and observation patient lists, working to get patients scheduled back into the clinic and ensuring follow-up is timely.
Utilize the pending and observation patient lists to fill empty chair time in the schedule by promoting same-day starts or follow-up appointments.
Treatment Coordination:
Ensure that all records (photos, models, x-rays) are complete and accurate for each new patient exam.
Ensure a patient-friendly experience during the records and treatment preparation process, making it engaging and light-hearted.
Serve as the patient advocate for Medicaid patients, ensuring they understand their benefits and treatment options.
Financial Presentations:
Present financial options for patients, including full payment and monthly payment plans, while ensuring they understand the costs and value of treatment.
Overcome objections by focusing on the value of the treatment and the overall benefits to the patient.
Facilitate same-day starts, ensuring that the financial aspects of treatment are clear and agreed upon.
Referral Communication:
Maintain regular communication with referring doctors and community partners to ensure strong, consistent relationships.
Follow up with referring providers to share patient treatment progress and continue building partnerships.
Patient Experience & Office Tour:
Conduct office tours for new patients, introducing them to the team, highlighting key areas of the office, and making them feel comfortable.
Ensure that each new patient leaves feeling welcomed, understood, and excited about their treatment journey.