Maxine Fennell


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If you’re a treatment coordinator, you are a crucial part of your practice’s success as you work closely with patients, ensuring they are at the...

If you’re a treatment coordinator, you are a crucial part of your practice’s success as you work closely with patients, ensuring they are at the centre and guiding them to accept treatment.  

The  treatment coordinator, or TCO, are the treatment “closer” as their role is to ensure that the treatments discussed are taken up by patients. As specialists in their fields, dentists may feel more comfortable hiring someone who has a sufficent clinical knowledge for the TC position. While they may believe someone who is well versed in clinical details is the best person for the job, this is usually not the case.

A TC’s priorities should be to schedule the treatment, coordinate with team and communicate with referring practitioners if required.

Hiring someone who has a natural likeability can be difficult, but it is a very important factor in the hiring process. People with a high affinity are typically have a positive attitude, and sincere energy which makes a good attribute to a TC. When patients like someone, they are more likely to trust them, listen to what they have to say, and go ahead with treatment.

1. Communication

Communication is the key to success and growth. If your patients are not engaged in conversation about their treatment, the conversation will stop.

• Set a method, preferably the phone or in-person. Selling treatment via email or text is not nearly as effective.
• Set a day and time, not more than three to five days after the meeting. Any longer and emotions will fade and people will not feel that the suggested treatment is a priority.

• Scripting and role playing— practice is the key to success. Setting up the TC by role playing various situations will create a more confident approach when the person is speaking to patients during closing.

• Doesn’t use complex language— The TC should communicate the treatments clearly and concisely not using complex and technical terminology.  

2. Empathy

It goes without saying that all health care providers should be empathetic. Being able to put yourself in a patient’s shoes allows you understand their feelings and anticipate their needs.

As a result, you have a complete overview of what every patient is going through. Your comprehensive perspective allows you to truly understand their needs and requirements.

3. Time management skills

The ability to manage your time is closely. Dealing with stress means prioritising the tasks that need to get done—and figuring out how to complete them in a timely manner.

For individual patients, you have to simultaneously think about short and long term goals. What can reasonably be achieved in the weeks ahead? What information do I need from my dentist?