Treatment Coordinator

TREATMENT COORDINATOR

JOB DESCRIPTION

POSITION SUMMARY

The Treatment Coordinator is responsible for creating an exceptional new-patient experience and helping patients and families confidently understand and move forward with treatment.

This role is not simply about completing consultations. The ideal Treatment Coordinator should approach each patient with the mindset of a five-star hotel or high-end hospitality experience—creating an environment in which patients feel personally known, valued, cared for, and confident in the practice.

Think: Hospitality-first. World-class service. Concierge-level attention.

The most important qualities for success in this role are not technical skills alone. The Treatment Coordinator must be:

• Charismatic
• Personable
• Conversational
• Confident
• Detail-oriented
• Genuinely interested in people
• Humble
• Coachable
• Receptive to feedback
• Accountable
• Adaptable
• Professional under stress
• Willing to take ownership
• Eager to learn and improve

This role requires someone who is willing to practice, role play, receive coaching, change habits, and continually improve—much like an athlete training for better performance.

Areas of continued development may include communication, hospitality, sales, consumer psychology, verbiage, financial presentation, case presentation, relationship building, and patient education.

The goal is not simply to complete a consultation. The goal is to continually improve the way patients experience, understand, and choose treatment within the practice.

CORE RESPONSIBILITIES

The Treatment Coordinator is expected to:

• Serve as the primary person responsible for the new-patient consultation experience.
• Build genuine relationships with patients and families.
• Create a highly personal, comfortable, and professional consultation experience.
• Clearly educate patients regarding treatment.
• Present financial options confidently and accurately.
• Ask patients to begin treatment at appropriate opportunities.
• Maintain strong follow-up with patients who do not immediately begin treatment.
• Maintain accurate consultation documentation and tracking.
• Work toward the practice's treatment-conversion goals.
• Represent the doctor and practice positively and professionally.
• Continually improve communication, presentation, hospitality, and conversion skills.

MOST IMPORTANTLY, THE TREATMENT COORDINATOR MUST:

• Serve the doctor, team, patients, and practice—not simply complete an individual task list.
• Take ownership of responsibilities and outcomes.
• Remain coachable and receptive to feedback, even when feedback is difficult.
• Maintain professional conduct and composure under stress.
• Take accountability for mistakes and outcomes, even when other people may also have contributed.
• Avoid defensiveness, blame-shifting, or focusing primarily on who else was at fault.
• Follow through on commitments.
• Be reliable and consistent.
• Look for opportunities to improve processes rather than simply identify problems.
• Bring forward thoughtful solutions when inefficiencies or concerns are identified.
• Support other team members and the practice when asked.
• Approach responsibilities outside of the traditional Treatment Coordinator role with the same professionalism, accountability, and ownership as primary responsibilities.

SCOPE OF THE ROLE

This job description is a guide to the primary responsibilities of the position. It is not an all-encompassing list of duties and does not define the boundaries of what the team member may be asked to do.

A fundamental expectation of being part of the practice is a willingness to serve beyond an individual title or task list.

When asked to assist with a responsibility outside of the duties listed in this document, the team member is expected to do so.

This may include responsibilities that support the:

• Doctor
• Team
• Patients
• Practice
• Community

The expectation is not for the team member to determine whether an additional responsibility falls within the traditional definition of a Treatment Coordinator position.

If the practice asks for assistance, contributing is part of the role.

The practice will provide reasonable time, appropriate instruction and training, and the tools and resources necessary to successfully complete responsibilities the team member is asked to undertake.

The guiding mindset should not be:

“Is this part of my job description?”

Instead:

“I have been asked to help the practice and the people around me, and I will take ownership of doing so successfully.”

TREATMENT COORDINATOR RESPONSIBILITIESNEW-PATIENT EXPERIENCE

• Serve as the primary point of contact during the consultation.
• Create a warm, personal, and professional first impression.
• Build genuine rapport with patients and families.
• Learn and document meaningful patient details when appropriate.
• Make patients feel attended to throughout their visit.

CONSULTATION PREPARATION

• Review new-patient paperwork, chart notes, referrals, insurance information, and relevant concerns before the consultation.
• Ensure the consultation area, technology, imaging, and presentation materials are prepared before the patient arrives.
• Identify important patient concerns or information that should be communicated to the doctor.

CONSULTATION & TREATMENT PRESENTATION

• Manage the flow and timing of the consultation.
• Obtain required photos, x-rays, and digital scans.
• Build rapport throughout the appointment.
• Provide an effective trust transfer to the doctor.
• Listen carefully to the doctor's recommendations and document the treatment plan accurately.
• Clearly explain the recommended treatment.
• Use educational tools when helpful.
• Present treatment fees and payment options within practice guidelines.
• Identify questions, concerns, or barriers.
• Ask to schedule treatment at appropriate opportunities.

CONVERSION & FOLLOW-UP

• Maintain focus on treatment acceptance and the practice's conversion goals.
• Follow up with patients who do not immediately begin treatment.
• Manage will-call-back and recall patients according to practice protocols.
• Document communication attempts and outcomes.
• Continually review why patients accept or decline treatment and use that information to improve.

DOCUMENTATION & TRACKING

• Maintain accurate consultation notes.
• Maintain the Treatment Coordinator tracking system.
• Track consultation outcomes and relevant conversion data.
• Identify trends that may help improve future consultations.
• Communicate meaningful trends, barriers, or concerns to the doctor.

TEAM COMMUNICATION

• Communicate new-patient needs during the morning huddle.
• Identify patients who may require additional time, support, or accommodations.
• Communicate patient concerns and treatment barriers clearly to the doctor and team.
• Ensure smooth handoffs between team members.

CONTINUOUS IMPROVEMENT

The Treatment Coordinator is expected to continually develop professionally.

This includes active participation in:

• Coaching
• Feedback
• Role play
• Communication training
• Sales and case-presentation training
• Hospitality training
• Financial-presentation training
• Consumer psychology
• Verbiage development

Receiving feedback is an expected part of the position.

The Treatment Coordinator should consistently ask:

• What could I have communicated more clearly?
• Could the experience have been more personal?
• Did I understand the patient's concerns?
• Was treatment presented confidently?
• Did I fully explore barriers?
• Did I appropriately ask the patient to begin treatment?
• Was follow-up completed?
• What could I do better next time?

TEAM, PRACTICE & COMMUNITY COMMITMENT

Above all individual duties and performance goals, one of the most important expectations of this role is the team member's ability to contribute to the practice and the people around them.

Success is not defined only by:

• Conversion
• Production
• Starts
• Follow-up
• Completion of assigned Treatment Coordinator duties

Success also requires a consistent commitment to serving the:

• Patients
• Team
• Doctor
• Practice
• Community

The responsibilities in this document are a guide and not the boundaries of the position.

When asked to assist with responsibilities outside of the listed duties, the team member is expected to do so with the same ownership, professionalism, accountability, and follow-through applied to primary responsibilities.

CAREER GROWTH, PROFESSIONAL DEVELOPMENT & PERFORMANCE BONUSES

The practice's career hierarchy provides opportunities for:

• Promotion
• Professional development
• Increased responsibility
• Leadership
• Advancement
• Performance bonuses

Advancement and performance bonuses may be measured using clear, objective, and measurable performance metrics.

However, measurable performance is not the first requirement for eligibility.

FIRST AND FOREMOST

Advancement and performance bonuses are available to team members who consistently demonstrate:

• Teamwork and actively supporting the success of those around them
• Serving and supporting the doctor, team, patients, and practice to the fullest extent
• Coachability
• Receptiveness to feedback
• Professional conduct and composure under stress
• Accountability
• Ownership
• Reliability
• Follow-through
• Positive attitude
• Willingness to improve
• Willingness to serve when asked
• Taking responsibility for mistakes and outcomes even when others may also have contributed
• Supporting the success of the team rather than focusing only on individual responsibilities

Consistent demonstration of these qualities is the foundation for eligibility for advancement and performance bonuses.

Once these foundational expectations are being met, measurable performance metrics may then be used to evaluate performance, achievement, advancement, or bonus opportunities.

Strong numerical performance alone does not outweigh deficiencies in teamwork, accountability, coachability, professionalism, ownership, or service to the practice.

Advancement and bonuses therefore reflect measurable results—but first and foremost, consistent demonstration of teamwork, character, accountability, ownership, coachability, professionalism, and contribution to the practice.

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• Employee discount
• Paid time off
• Professional development assistance

Work Location: In person