Some of the smarter practices around the capital seem to be employing a "treatment coordinator" among their dental staff. I had first thought that this was just a new name for an old job - in the way that secretaries are now called PAs - and bin men are in "waste disposal."  However, this is not the case with a treatment coordinator, it is an entirely new role guiding the client through the entire treatment process.

Some would say the role involves marketing or sales, but essentially it is about listening to the client, finding out what treatment is right for them and providing a better overall service.  I spoke to Laura Horton (of Laura Horton Consulting) and her belief is that the level of service provided by a treatment coordinator needs to filter through to all staff working at the practice.  There is little point in a treatment coordinator offering an excellent level of service if the receptionist sounds rude or disinterested over the phone.  All the staff at a practice need to operate as a team: from the first phone call, to arrival in the surgery, to discussing the options, and the treatment itself, it will be an experience that is created by all at the practice.

So who should you employ to fill this new job, or maybe you might have the skills yourself? Laura Horton give us her list of must have skills for a treatment co-ordinator and some job requirements:

Treatment coordinator job requirements:

1. Providing outstanding customer service
2. Following practice systems
3. Being a team player
4. Leading the team to ensure the patients experience is “wow”
5. Providing the initial consultation for the practice
6. Scheduling and booking of new patient appointments
7. Confirming financial arrangements
8. Processing credit applications
9. Assisting the dentist by placing treatment plans and gathering consents and estimates
10. Assisting the patient with any queries they may have about treatment
11. Ensuring each time the patient attends the have a positive experience
12. Practice promotion – marketing activity and networking

Treatment Coordinator needs to have: 

1. Dental Knowledge to be able to confidently explain procedures and treatment to patients
2. Dental nurse background is an advantage
3. Good communication skills
4. Confidence
5. Be a team player
6. Also able to work well on their own and under pressure
7. Be motivated for self improvement