Virtual Treatment Coordinator

The Treatment Coordinator’s main job responsibility is to clearly explain treatment options and related costs. The Virtual Treatment Coordinator is a liaison between the call center agents and the onsite treatment coordinators. They are knowledgeable about the treatment and timelines, and they are prepared to negotiate financial arrangements with the clients. The Virtual Treatment Coordinator provides a calm and warm environment for patients who are otherwise anxious and concerned about how to afford dentistry. They also coordinate, as needed, with other offices who share in the care of patients, making sure referrals and correspondence are received and followed up on. The Virtual Treatment Coordinator may also be responsible for some internal accounting duties that support the practice’s goals for profitability. They must be able to communicate well. In fact, the Virtual Treatment Coordinator must be the best communicator in the practice.

Essential functions and responsibilities include but are not limited to;

PREP

• Confirms appointments: Sends confirmation details and meeting link.
• Audit: Listens to the call prior to the appointment, verifies the referral source and patient details.
• Get to know your patient before you meet your patient.
• Ask the patient to be prepared: x-rays, quote, medical concerns.
• Record your virtual consultations for quality control and training purposes.

VIRTUAL MEETING

• Conducts virtual sessions for the same day “add ons” and future scheduled patients.
• Meet & greet
• Identify problems & concerns and use the discovery form
• Identify the patients wants and needs
• Office tour
• Educate the patient (clinical)
• Educate the patient (emotional)
• Educate the patient (logical)
• Discuss finances (if applicable)
• Assist the patient through the financing applications (send secure links and walk the patient through the process)
• If approved, move to the next step=in office consultation. If declined, move to the 2nd step.

NEXT STEPS

• Moves the sale to the next stage by scheduling a second virtual consultation, or booking the next onsite visit
• If the patient schedules an onsite NP consultation, send the patient a text message and email with appointment details and make sure the patient received the patient portal.
• Label your recording (Not interested, Financing declined/no resources, Next step booked)
• Upload your recording into Dropbox.
• Follows up on no shows, pending cases.

HAND OFF

• Enter detailed information about your conversation in Carestack
• Upload loan documents in Carestack
• Upload prior estimates in Carestack
• Enter preliminary proposed treatment plan in Carestack
• Make sure patient completed the Overview section and the Health History form in Carestack
• Additional Responsibilities
• Continuously conducts market research to prepare for frequently asked questions.
• Stays updated with changes in the market related to materials, costs, new competitors, etc.
• Supports patients through the process of achieving approvals through 3rd party financial institutions.
• Supports treatment coordinators with 2nd consultations.
• Supports the call center agents with difficult callers (price driven, concern with distance, insurance driven)
• Will record, report, and track case presentation results.
• Completing all forms and tasks related to cases presented
• Recapturing leads
• Follow up on old leads who did not schedule due to distance or due to cost and offer a virtual consultation.
• Reporting follow-up activity
• Success Factors
• Set standard for the highest level of professionalism as a representative of 4M.
• Adhere to strict HIPPA and OSHA standards.
• Model a solid work ethic.
• Model forward thinking to anticipate the needs of the doctor as well as the patient.
• Model active listening- giving full attention to what the other person is saying, taking time to understand the points being made, asking questions as appropriate.
• Model excellent communication skills-talking to others to convey information effectively.

Engage & build professional relationships.