Is There Someone Missing From Your Practice?

Every practice should have someone with an excellent clinical background such as a senior assistant, performing a designated treatment coordinator role, although, I've heard the objections. I also understand that many dentists, particularly in smaller practices, like to take a hands-on approach.

Many dentists feel that everything that can be delegated is being delegated to assistants and front desk staff, so why add another level in the practice hierarchy? Why add more to an already busy assistant's list of duties? Because it works.

I have seen enough examples of success with this model to know that it really pays to have one person who takes responsibility for ensuring that all the important practice protocols are being followed. In terms of patient care, it's important to have someone who has responsibilities above and beyond that of a clinical assistant. This person wouldn't take anything away from the dentist's role; only add to it in a very meaningful way. With the right scheduling and training strategies, asking a trusted and experienced clinical assistant to take on the role of treatment coordinator should not be a burden; it's a way for an already accomplished team member to take their abilities to the next level.

An excellent treatment coordinator:

• Participates in all new patient exams


• Supports the doctor in discussing the details of the treatment plans


• Provides patients with counselling on clinical and financial issues


• Tracks results and progress in case acceptance


• Performs chart reviews and morning meeting prep


• Follows up on treatment plans and reports on treatment plans that are not completed

Who wouldn't want to have someone like that in his or her corner? Think of how much energy you can free up to concentrate on delivering the best clinical care you can, knowing that you have someone you can trust backing you up on all these critical patient care considerations.

You usually don't have to look very far to find this person. Do you have a dental assistant who is particularly adept with patients and communication? Someone who demonstrates strong organizational skills? Someone who is ready to take on a leadership role? If you answered yes to these questions your best candidate is someone you already have on your team.

Sit down with your candidate and help him or her see how a treatment coordinator will improve service to the patients and efficiency in the practice. Revisit their job description and their task list. Make adjustments to allow them to take on the extra duties of the newly created position. Adjust systems protocol in the office to accommodate the changes and initiate a training plan so that the expected outcomes are clearly identified, shared (by the entire team), and attainable.

With this approach, everyone wins. The team gets to grow, the patients get more intensively focused care, and you get to spend more time doing what you do best: great dentistry with patients who appreciate and are grateful for your best stuff.