ENHANCING TREATMENT COORDINATION TO ELEVATE PATIENT CARE
This checklist aims to optimize the role of treatment coordinators to improve patient satisfaction and increase treatment acceptance rates:
- 1. Master Effective Communication
- Conduct daily huddles to review patient expectations.
- Review Dental Interview Questionnaires before huddles.
- Ensure a relaxed, unhurried patient interaction.
- Review x-rays/referrals for referred patients before their visits.
- Use internal messaging software to update your team throughout the new patient journey.
- Add detailed chart notes after a new patient’s appointment, including consult summaries and next steps.
- Consistently overcome patient barriers to accept treatment.
- 2. In-Depth Treatment Plan Knowledge
- Understand all services offered within your office and those you refer patients to.
- Clearly explain complex treatment plans to empower patients to make informed decisions.
- 3. Handoffs
- Introduce and endorse team members prior to patient handoff.
- Use overhear psychology to review treatment plans in front of patients.
- Express urgency and treatment time frames in front of patients.
- 4. Patient Engagement
- Actively assist patients in accessing care, even during busy times.
- Consistently build trust and rapport through empathy.
- Connect treatment plans with the patient’s motivations.
- Ensure patients recognize the urgency of the treatment timeline.
- 5. Insurance Verification & Billing
- Review patient benefits before handing them off to the treatment coordinator.
- Thoroughly understand dental insurance.
- Determine how to maximize benefits, including timing strategies.
- If a benefit period is about to end, split treatment over two plan years.
- 6. Coordinating Multi-Specialty Care
- When referring out:
- Endorse the referred doctor and develop rapport by sharing how your practices work together.
- Call the referred office to set an appointment time for the patient.
- Email x-rays and referrals the same day that the referral is made.
- Follow up to ensure the appointment went as planned.
- When a referral is incoming:
- X-rays and referrals should be reviewed prior to the appointment.
- Endorse the referred doctor and develop rapport by sharing how your practices work together.
- Bridge gaps in patient understanding between different offices.
- Coordinate any work that needs to be completed at another office before the appointment at yours.
- Communicate diagnoses and outcomes with the referring office.
7. Optimal Payment Options
- Offer a variety of payment options for varying financial situations.
- Provide in-house and third-party financing options.
- 3+ lenders are ideal.
- Understand and manage insurance coverage and co-pays.
- Offer discounts for payments made in full.
8. Follow Up
- Follow up with patients who don’t schedule during consultation.
- Keep a detailed patient chart for clear communication across the office.
- Identify the treatment coordinator as the point of contact for follow-ups.
