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Why a Treatment Coordinator?

Issue 23

The role that is significantly impacting North American dental practices.



The role of a Treatment Coordinator is a job description that is having significant impact throughout North American dental practices. Practices that have a dedicated Treatment Coordinator are experiencing a 15-20% increase in case acceptance.
 
The role of a Treatment Coordinator is significant in showing value to the patient, in the administrative area, as a check-out choice in a private environment with the patient, to translate the clinical terms into lay terms.   

This helps the patient connect the treatment plan to their life, and review the benefits and consequences which drives patient acceptance of financial arrangements and scheduling.  

TodayĂ¢€™s patient is much more sophisticated regarding how much they know about dentistry and how they make decisions about their dental health.  The number one reason patients say Ă¢€˜NOĂ¢€™ to dentistry is lack of perceived value.  They donĂ¢€™t see the need because they donĂ¢€™t own the problem or they donĂ¢€™t see the need as all is ok for now, or they are unaware of prevention as opposed to repair. 
 
Eighty five percent of acceptance is based on an emotional decision of their experience with us and how we make them feel.  Fifteen percent of acceptance comes from trust in our technical and logical ability to deliver their procedure. 
 
The traditionalist patients (born before 1945) are the only ones who actually believe the dentist and accept their clinical recommendations without question.  

Patients born AFTER 1946 look to the dental team for validation, want to know what is in it for them, how the plan connects to their goals.  They often want proof, second opinions, maximize their insurance benefits and often have questions about cost and scheduling that can be complex.  
 
The patient often says yes to the clinical team and, when exited to the front desk, change their mind or ask for a pre-determination.  This is letting treatment acceptance walk out the door via a 3-5 minute exit when they could have been escorted to a consult room with a Treatment Coordinator, who has the dedicated time to discuss, answer and overcome objections to the treatment and make arrangements for the treatment to be affordable.  
 

 

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Lisa Phlip from Transitions Gorup North America.


Interested in implementing or improving the Treatment Coordinator role in your practice?

Don't miss our
Treatment Coordination: Increasing Case Acceptance workshop  this October! Information below.


 

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Upcoming Events

Treatment Coordination: Increasing Case Acceptance Workshop


October 2 & 3, 2014    White Oaks Resort, Niagara on the Lake, Ontario



For More information: http://transitionsonline.com/courses/

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