Beyond the TC: Why You Need a New Patient Coordinator NOW!
Today’s orthodontic practices are trying shave costs by doing more with fewer team members. Cross-training has been a buzzword in the field since the 80s, but does cross-training really work when it comes to your new patient process? Having team members dedicated to the process will help not only streamline your new patient appointment but will help convert those precious new patient appointments into starts. The New Patient Coordinator is a position dedicated to your new patients. They handle everything from the first phone call to following up with the patients who leave your office without starting treatment. They establish strong relationships and serve as the concierge for your new patients as they learn about your practice. Most importantly, they embody everything your practice values and they know how to sell it. With the right person in this position, doctor time in the new patient exam can be greatly reduced and case acceptance rates will skyrocket. And the best news of all is that they don’t need clinical experience.
Now don’t panic, there is still a place for your clinically experienced Treatment Coordinator, it’s just not with your new patient. Your TC should be the person who takes over the case once the patient has begun their treatment. They orient the patient to treatment, handle any and all treatment-related questions, correspondence with other dental professionals and coordination of care with other providers. They become the doctor’s right hand, making sure that treatment stays on track. This position is also excellent for those with good leadership skills as they can supervise the clinic and handle other duties like inventory and clinical supply ordering.
Finding the right person for each position is sometimes as easy at taking stock of the team you have, assessing their strengths and moving people into positions that maximize their skills. You may have the perfect New Patient Coordinator sitting right under your nose waiting to be noticed. Want to hear more about how to take your new patient process to 11? Let’s talk.
