The best treatment coordinators have a confidence that sets them apart from others. Top treatment coordinators exude a confidence because they know their job, they know it well and they enjoy what they do. How do you take a good treatment coordinator and make them great? There are 5 things that a great treatment coordinator does everyday.
Keeping the right mindset. Some may call it staying in your bubble, not allowing yourself to get sucked in to anything that you are unable to control. Allowing others to disrupt your frame of mind is something a great treatment coordinator avoids. It also means that any personal issues are left at the door when you arrive for work. A patient who comes in the office deserves your very best. Getting in the right mindset starts with your own frame of mind. Do not allow anything to disrupt your vision throughout your day. Start every morning imagining that every patient that comes into the office will start treatment that day.
Allowing others to disrupt your frame of mind is something a great treatment coordinator avoids.
Two little words, easier said than done. Being prepared takes time, it takes diligence and effort. It also sets apart top treatment coordinators from the rest. Being prepared means everything is completely ready for the patient that day. Sometimes the preparation starts days or even weeks in advance. Insurance has been verified, you are aware of the concerns of the parent/patient, any x-rays or referrals that have been sent over have been uploaded. It means the room is set up and ready, you are on time, it means you are prepared to answer any and all questions with the ultimate goal of getting the patient to say yes to treatment!
Being prepared takes time, it takes diligence and effort. It also sets apart top treatment coordinators from the rest.
People buy based on emotion and then justify with logic. This is where your heart must come in, your love for your career, deep and meaningful personal connection. This is your chance to really become one with the family. When your patient knows how treatment will make them look, how it will make them feel you will have a patient for life. Make sure you are speaking your patients language. If they are direct, don’t bore them with too much detail. This is also your time to listen, people will tell you what they want…Listen. A major part of the engagement process is being respectful to their wants and needs. Remember, if you won’t meet their wants and needs they will find someone who will.
Make sure you are speaking your patients language.
Persistency is the key when a patient does not agree to treatment the same day. Ask them when they want a follow-up. Do they prefer phone call or email? Keep your word and call at that time. It’s important to keep in mind this is a major decision and let them know you want to help in any way possible. Statistics by Marketing donut show 80% of sales require 5 follow up calls and that 44% of sales reps give up after just one follow up. I have had people start months or years after just because I stayed in touch as often as they needed.
Statistics by Marketing donut show 80% of sales require 5 follow up calls and that 44% of sales reps give up after just one follow up.
Successful treatment coordinators ask. If they need help from a teammate they ask. Need something from the doctor? Ask. They ask the right questions to get the patient to say yes. Great treatment coordinators ask patients for reviews, they also ask for referrals. This is the best way to generate new leads. Top Sales World exclaims that 91% of customers say they would give a referral. Only 11% of sales people are asking.
These are just 5 traits that set apart the good from the elite. With consistent practice and the right mind set you too are on your way to the top.
Lisa Garcia is a Denver based independent writer and has been a successful dental/orthodontic treatment coordinator for over 16 years. Extensive training in patient satisfaction and a strong passion for patient connection plays a key role in her success.