Job Description

Treatment Coordinator – Role Description

The Treatment Coordinator is responsible for managing the patient journey across three core pillars: Consultation, Follow-Up, and Clinical Coordination. This role combines patient care with structured sales processes, ensuring patients are supported from first consultation through to treatment completion.

The employee acknowledges that the primary KPI for this role is achieving and maintaining a minimum 50% patient conversion rate from consultation to treatment commencement.

Roles and Responsibilities

Pillar 1 – Consultation Process

• Conduct pre-consultation preparation, including welcome calls, patient note reviews, and financial readiness checks.
• Lead patient consultations using NEPQ methodology to uncover pain points, desires, and motivations.
• Collaborate with Dentists and Nurses during consultations to ensure treatment plans are aligned with patient needs and financial capacity.
• Present treatment plans clearly and persuasively, address objections, and guide patients through funding pathways (Superannuation, Humm, Finance, Savings).
• Secure deposits where applicable and initiate funding applications during or immediately after the consultation.
• Submit accurate and complete consultation outcomes and notes into Nova OS following every consultation.

Pillar 2 – Follow-Up Process

• Manage all patients in the follow-up pipeline, ensuring consistent and timely contact until resolution.
• Execute structured follow-up sequences (calls, SMS, voicemails, emails) to progress patients toward acceptance.
• Monitor and update funding applications (Superannuation, Humm, Finance) via third-party dashboards and Nova OS.
• Proactively liaise with funding providers to prevent delays and ensure patient progression through each pipeline stage.
• Apply urgency and scarcity messaging to encourage commitment and minimise drop-offs.
• Ensure empathetic, clear, and consistent communication with patients throughout the follow-up stage.

Pillar 3 – Clinical Coordination

• Activate new patient journeys in Nova OS once payment is received.
• Schedule and conduct pre-surgery appointments, ensuring scans, photos, and all consent forms are accurately completed.
• Coordinate anaesthetist scheduling, surgery bookings, fitting appointments, and post-operative reviews.
• Prepare and verify all required clinical documentation for internal handover to Dentists and Nursing teams.
• Provide patients with pre- and post-surgery education, instructions, and surgical support packs.
• Complete internal handovers to clinical teams via Slack and Nova OS, ensuring no gaps in communication.
• Manage post-surgery coordination, including updating implant serial numbers, outcomes, and follow-up plans.

General Responsibilities

• Maintain real-time, accurate updates in Nova OS at all times.
• Ensure compliance with all Nova SOPs, policies, and procedures.
• Deliver a premium, empathetic, and professional patient experience across all touchpoints.
• Work collaboratively with Dentists, Nurses, Patient Consultants, Patient Experience Managers, Accounts, and Funding Providers.
• Achieve and maintain the minimum KPI of 50% patient conversion rate.