Resources for dental offices
Treatment coordinators get mislabeled as "the person who sells dentistry." This narrow view creates real problems in your practice. Patients leave confused about their care, recommended treatments get delayed, and your clinical team scrambles to fill communication gaps. Your TC does much more than present treatment options. They educate patients, coordinate care between departments, and handle the administrative details that keep your practice running smoothly. When you understand their full role, you can position them to reduce bottlenecks, improve patient acceptance, and free up your clinical time. We'll break down six common misconceptions about treatment coordinators and show you how to maximize their impact on your practice workflow and patient experience.
Aug 27, 2025
Treatment Plan Coordinator: Expectations vs. Reality
You hired a treatment coordinator (TC) to drive case acceptance, but misconceptions about the role can limit what the position actually delivers. Let's break down six common myths and show you what really happens when a skilled TC has the time, tools, and team support to work at full capacity.
Misconception 1: They Just "Sell Treatment"
Many practices still picture the TC as a salesperson pushing high-priced procedures. Your coordinator is actually your patient's advocate. They translate clinical terms into clear language, address concerns, and guide each person through options and next steps. When patients understand why a procedure matters, they make confident decisions.
Make education conversations count. Use personality frameworks like DISC to tailor explanations. Detail-oriented patients want specific timelines and success rates. Visual learners respond better to photos and treatment simulations. Block 15 minutes for these personalized conversations instead of rushing through a generic presentation.
When your hygiene schedule stays consistent, your TC can focus on building understanding rather than filling gaps at the front desk.
Misconception 2: They Only Work with High-Value Cases
Implants and full-arch restorations get attention, but routine restorative work drives consistent revenue. Three unscheduled fillings at $200 each outpace one $500 crown consultation that doesn't convert. Track the dollar value of unfinished routine care each month to identify missed opportunities.
Create a systematic follow-up process. Your TC should contact patients within 48 hours of diagnosis, then again at one week and two weeks. Use a mix of phone calls, texts, and emails. This consistency builds trust and keeps revenue steady.
Misconception 3: Their Job Starts After the Dentist's Presentation
The best coordinators work in three phases: pre-visit preparation (chart review, insurance verification), real-time chairside support (reinforcing findings, answering immediate questions), and structured post-visit follow-up until the patient schedules.
Pre-visit preparation cuts chairside time. When your TC reviews the chart beforehand and identifies potential insurance issues, the dentist can focus on diagnosis instead of explaining benefits. Chairside support means patients hear consistent information from both clinician and coordinator.
Misconception 4: They Only Handle the Financial Conversation
Finances are important, but they're one piece of a larger puzzle. Your treatment coordinator also verifies benefits, submits pre-authorizations, sequences multi-step treatment plans, and maintains documentation. One properly submitted pre-authorization can save thousands in denied claims.
Batch administrative tasks for maximum impact. Train your coordinator to process all insurance verifications on Monday mornings and submit pre-auths by Wednesday for the following week. Create quick reference sheets for common exclusions by insurance carrier.
Misconception 5: Technology Has Replaced Much of Their Role
Digital tools amplify a coordinator's impact but don't replace the human element. Intraoral photos and treatment simulations turn abstract problems into visible needs. But software can't calm a nervous patient before surgery, explain insurance coverage in simple terms, or read hesitation and ask the right follow-up question.
Combine technology with personal interaction. Share the treatment simulation on screen, then pause for questions. Walk through the photos together, explaining what the patient is seeing. This blend of digital tools and human connection increases case acceptance while building trust.
Misconception 6: Any Front Desk Team Member Can Do It
Front desk staff already manage phones, check-ins, and insurance verifications. Adding full coordinator responsibilities dilutes both roles. High-performing treatment coordinators need deep procedural knowledge, consistent follow-up systems, and confident financial communication skills.
Build a competency matrix before hiring. Look for clinical understanding (can explain procedures in patient-friendly terms), financial fluency (comfortable discussing payment options), technology skills (proficient with practice management software), and communication ability (reads patient cues and adjusts approach).
Offer structured training over 90 days, then measure success through accepted cases and patient satisfaction scores. When you have reliable coverage for other positions, you can invest in a dedicated coordinator who owns these outcomes, and your patients notice the difference.
Closing the Gap Between Expectation and Reality
Treatment Coordinators do far more than "sell treatment." They champion every patient, guide cases of every value, step in before, during, and after the exam, untangle insurance complexities, work with technology rather than fight it, and bring a skill set the front desk can't simply absorb. Practices that recognize this shift see measurable gains: higher case acceptance and steadier collections flow from a coordinator who owns the process end-to-end.
Put that insight to work by inviting your coordinator into the clinical huddle and financial review. Shared context shortens chairtime and raises acceptance. Track unscheduled restorative work monthly; your treatment coordinator's focused follow-up on "small" cases quickly snowballs into significant revenue. Most importantly, safeguard their bandwidth. When Teero fills hygienist gaps, your coordinator isn't dragged back to chairside support.
Teero was built to remove staffing friction that blocks productivity. When a hygienist calls out, you can still keep the schedule running at full strength. Download the Teero app or call today to explore flexible coverage and see how simple it is to protect every role's work.