The Ultimate Guide to Hiring a Dental Treatment Coordinator

Maxillo Team
Nov 5
9 min read

As a dentist, your clinical skill is your greatest asset. You can diagnose complex issues, create comprehensive treatment plans, and perform procedures that change lives. But how often does that perfect treatment plan leave your office in the patient's hand, only to disappear into a void of "I need to think about it"?

This is the multi-million dollar gap in many practices: case acceptance.

You and your clinical team are experts in why a treatment is necessary. But the modern dental patient is also a consumer. They are navigating fear, a complex (and often frustrating) insurance system, and significant financial decisions. This is where most practices struggle. They lack a dedicated team member to bridge the gap between your clinical diagnosis and the patient's confident "yes."

This bridge is the Dental Treatment Coordinator (TC).

Hiring the right person for this role is arguably one of the most high-leverage financial decisions a practice owner can make. A great TC can single-handedly add hundreds of thousands of dollars in accepted treatment annually. A bad one can cost you just as much in missed opportunities.

This guide provides a complete framework for finding, interviewing, and hiring a dental treatment coordinator who will become a cornerstone of your practice's success.

What a Treatment Coordinator Really Does

First, let's clear up a common misconception. A Treatment Coordinator is not just a "finance person" or a front desk administrator with a different title.

A truly effective TC is a patient advocate, an educator, a financial guide, and a logistical specialist all in one. While the front desk team manages the daily schedule and patient flow, the TC manages the patient's treatment journey.

According to one detailed breakdown of the role, a TC's daily duties are highly focused on high-value communication and management.

Their core responsibilities include:

Patient Education: Meeting with the patient after the doctor leaves to review the treatment plan in a non-clinical, low-pressure environment. They translate complex dental terminology into patient-friendly language, reinforcing the "why" behind the treatment.
Financial Counseling: Presenting the full cost of treatment with confidence. They are masters of the practice's financial options, from insurance breakdowns to third-party financing (like CareCredit or Sunbit) and in-house membership plans.
Overcoming Objections: Actively listening to a patient's concerns. Are they afraid of the procedure? Worried about the cost? Confused about their insurance? The TC's job is to uncover the real barrier and provide a solution.
Treatment Scheduling: Scheduling the patient for their treatment before they leave the office. This simple act dramatically increases the likelihood of the patient following through.
Systematic Follow-Up: Managing a "tickler file" or software-based system to follow up with all unscheduled treatment. This is not a "sales call" but a "care call" to see if the patient has new questions or if their situation has changed.

This role frees up the dentist to do what only they can do: diagnose and treat. It removes the pressure and potential awkwardness of the dentist having to "sell" their own treatment plan, allowing them to remain the trusted healthcare provider.

Best Practices for Hiring a Dental Treatment Coordinator

The process of hiring a dental treatment coordinator should be deliberate. This is not a role to fill quickly just to get a "body in a chair."

1. Know When It's Time to Hire

Many small practices try to delegate TC duties to an already-overworked office manager or a dental assistant. This "split-focus" approach rarely works. If your practice sees even five to six treatment presentations a day, you likely have enough work to justify a full-time, dedicated Treatment Coordinator, as noted by MGE Management Experts. (1)

If you find yourself constantly ending the day with a stack of unscheduled treatment plans, it's time.

2. Look Within Your Practice First

Your best candidate might already be on your payroll. MGE also notes that dental assistants often make excellent Treatment Coordinators. (1) Why?

Clinical Credibility: They have clinical experience. They can answer procedural questions with genuine confidence because they have seen the treatment done.
Doctor Trust: They have firsthand confidence in the doctor's skills, which translates into authentic advocacy for the treatment plan.
Patient Rapport: They have already built trust with patients from the clinical side of the practice.

The main drawback is training. A great dental assistant must still be trained in financial conversations, insurance, and the "art" of non-pushy case presentation. But as one hiring expert at SMC National advises, "hire for attitude, train for the job." (2) It is far easier to teach a positive, empathetic team member about financing than it is to teach a finance expert how to be empathetic.

3. Hire for Soft Skills, Not Just Experience

If you hire from outside, it's tempting to look for someone with "10 years of dental treatment coordinator experience." This can be a mistake. A candidate with a long resume might also come with bad habits, a rigid "this is how we always did it" mindset, or a pushy sales approach that doesn't fit your practice's philosophy.

Instead, prioritize soft skills. The most important qualities are not technical, they are personal. According to SMC National, you should look for someone who:

Genuinely Loves People: The TC should be the most "heart-centered" person in your office. They must be empathetic and build trust quickly.
Is Non-Judgmental: Patients often feel shame or embarrassment about the state of their oral health. A TC must create a safe, judgment-free zone for them to discuss their barriers.
Is "Brave": They must be comfortable talking about large sums of money with confidence and without apology. This "bravery" is not aggression; it's a calm belief in the value of the treatment.
Values Customer Service: They understand that the patient experience is paramount.
Understands "Sales as Education": They must see their role as helping a patient get the care they need, not as "closing a sale." (2)

A background in high-end hospitality (like a luxury hotel concierge) or customer-facing finance (like a bank loan officer) can often be a better indicator of success than prior dental experience.

The Interview: Questions, Tips, and Red Flags

A standard "tell me about yourself" interview will not work for this role. You must see the candidate in action.

Interviewing Tips

The Two-Part Interview: Have an initial phone or in-person interview to screen for culture fit and basic attitude. The second, in-depth interview should be a working interview.
Mandatory Role-Playing: This is the most critical part of the interview. Give the candidate a sample treatment plan (e.g., a $6,000 implant case) and role-play as the patient.
The "Sticker Shock" Test: In your role-play, give them an immediate objection. "Wow, $6,000? I was not expecting that. I can't afford that." Then, stop talking. Do they get flustered? Do they immediately jump to discounting the fee? Or do they calmly and empathetically ask a question, like, "I understand. It's a significant investment. Can we talk about what your biggest concern is right now? Is it the total cost, or fitting it into your monthly budget?"

Key Interview Questions

Use a mix of situational and behavioral questions to see how they think.

Situational (Role-Play Prep): "A patient is hesitant about a treatment because of the cost. How would you convince them of the procedure's value?" (3)
Situational: "A patient is very anxious and telling you they are 'afraid of the dentist.' How do you handle that conversation while still trying to schedule their necessary treatment?"
Behavioral: "Tell me about a time you had to explain a very complex topic to someone who was confused. What was your process?"
Behavioral: "Describe a time you dealt with a very upset customer or patient. What was the situation and what was the outcome?"
Technical/Philosophical: "What strategies do you use to increase treatment plan acceptance?"
Technical/Philosophical: "What is the difference between 'selling' a patient and 'educating' a patient?"
Values: "A patient tells you they can't afford the 'ideal' treatment plan. The doctor also listed a less-expensive, 'good-enough-for-now' alternative. What do you do?"

Red Flags to Watch For

Poor Listening Skills: They talk over you or rush to a "solution" before fully understanding your (the patient's) concern.
Judgmental Language: They say anything like, "Well, if you had done this sooner..." or "You really need to get this done."
"Used Car Salesperson" Vibe: They are pushy, use "closing" tactics, or focus on a "limited-time offer" (if your practice doesn't have one).
Discomfort with Money: They are the ones who seem embarrassed or apologetic about the fees. If they aren't confident in your fees, the patient never will be.
Lack of Empathy: They are robotic, sound scripted, or fail to connect with you on a human level during the role-play.

Dental Treatment Coordinator Job Description Resources

A great job description attracts the right candidates and repels the wrong ones. It should be clear, professional, and focus on the impact of the role, not just the daily tasks.

Examples from Real Practices

Before using a template, it's helpful to see what other successful practices are looking for. Here are two excellent, real-world examples:

Community Health of Central Washington: This "Dental Patient Care Coordinator" job description is extremely detailed and provides a great look at the role in a formal healthcare system.
Diamond Braces: This job posting for an "Orthodontic Treatment Coordinator" is a great example of modern, benefit-focused language that appeals to today's job seeker.

Copy-and-Paste Job Description Template

Use this template as a starting point. Customize the "About Our Practice" section to sell candidates on your unique culture.

Job Title: Dental Treatment Coordinator Practice: [Your Practice Name] Reports to: Office Manager / Practice Owner Location: [City, State] Position Type: [Full-Time / Part-Time]

About Our Practice: [This is your sales pitch! Why is your practice a great place to work? Example: "At [Your Practice Name], we are dedicated to changing lives, one smile at a time. We are a high-tech, patient-focused practice that believes in comprehensive care and a positive, team-driven environment. We invest in our team's growth and are looking for a new member who shares our passion for excellent patient advocacy."]

Position Summary: We are seeking a highly motivated and empathetic Dental Treatment Coordinator to join our team. This key role is the primary advocate and guide for our patients, helping them navigate their treatment journey from diagnosis to a healthy, confident smile.

The ideal candidate is a "people person" with exceptional communication skills, a high degree of empathy, and the confidence to discuss complex treatment plans and financial arrangements. You will be the essential bridge between our clinical team and our patients, ensuring every patient feels understood, cared for, and confident in their decision to proceed with treatment.

Core Responsibilities:

Serve as the practice's primary point of contact for patients regarding their treatment plans.
Meet with patients one-on-one to review the doctor's recommendations in a clear, non-clinical, and judgment-free manner.
Educate patients on the "why" behind their needed treatment, reinforcing its value and importance to their overall health.
Present treatment plan fees and financial options with confidence.
Master and explain all financial options, including insurance benefits, third-party financing, and in-house plans.
Secure financial arrangements and collect initial payments.
Schedule patients for their treatment appointments before they leave the office.
Systematically follow up with all patients who have unscheduled treatment plans, answer their questions, and help them overcome barriers to care.
Maintain meticulous records of patient conversations and follow-up activities in our practice management software.
Act as a liaison between the patient and the clinical team.

Qualifications and Skills:

Required:
- Minimum 2+ years of experience in a dental, medical, or high-end customer service role (e.g., hospitality, finance).
- Exceptional interpersonal and communication skills. You must be an active, empathetic listener.
- Proven ability to be "brave" and confident in financial discussions.
- A positive, non-judgmental attitude.
- Highly organized, detail-oriented, and self-motivated.
- Computer proficient (experience with dental software is a plus).
Preferred (But Not Required):
- Dental assisting (DA/RDA) experience is a major plus.
- Experience with [Your Practice Software, e.g., Dentrix, Eaglesoft].
- Experience with third-party financing applications (e.g., CareCredit).

Compensation & Benefits:

Pay: [List a competitive range, e.g., $XX - $XX per hour, based on experience]
Bonus: [Consider adding this! e.g., "Plus a monthly bonus structure based on treatment acceptance goals."]
Benefits: [List your benefits, e.g., Medical insurance, 401(k), paid time off, dental benefits, continuing education opportunities.]

To Apply: Please submit your resume and a brief cover letter explaining why you believe you are the perfect advocate for our patients.

The First Step in a Bigger System

Hiring a dental treatment coordinator is the single most effective step you can take to increase case acceptance. This one person, when armed with the right training and personality, will transform your practice's production and, more importantly, the number of patients who get the comprehensive care they need.

But hiring them is just step one.

The best TC in the world will still struggle if they are hampered by clunky software, an confusing financial policy, or an inefficient follow-up process.

Hiring is the who. The next step is the how.

Sources

(1) MGE Management Experts. (2025). Do You Need a Treatment Coordinator—or More Than One?https://www.mgeonline.com/2025/do-you-need-a-treatment-coordinator-and-when-you-may-need-more-than-one/

(2) SMC National. (2023). How to Hire a Great Dental Implant Treatment Coordinator.https://smcnational.com/blog/how-to-hire-a-great-dental-implant-treatment-coordinator/

(3) Adit. (2023). Qualities of Exceptional Dental Treatment Coordinators. https://adit.com/exceptional-dental-coordinators-qualities

(4) Community Health of Central Washington. Job Description: Dental Patient Care Coordinator. https://chcw.org/wp-content/uploads/2017/10/Dental-Treatment-Plan-Coordinator.pdf

(5) Diamond Braces. Career Page: Treatment Coordinator. https://www.diamondbraces.com/pages/treatment-coordinator