The topics listed below are covered in the Academy of Treatment Coordinators program:

1. What is a Treatment Coordinator?
– Overview of the TC position
– Qualifications
– Introduction to the New Patient Process

2. Scheduling the Exam: The Importance of the Initial Phone Call
– Importance of phone training
– Important things to remember
– Vital information to collect

3. Confirming the Appointment
– Why mail a welcome packet?
– What is a welcome packet?
– Confirming the appointment

4. “Welcome to Our Office”
– New patient’s arrival
– Value of first impressions
– Office tour

5. The New Patient Exam – Part #1
– Promoting the doctor and practice
– Introducing the doctor
– Digital records

6. The New Patient Exam – Part #2
– The doctor’s role
– Oral examination
– Treatment recommendations

7. The New Patient Exam – Part #3
– Asking for the commitment
– Fee schedule and presentation
– Steps to beginning treatment

8. Overcoming Objections: Converting New Patients to Production
– Common patient objections
– Answers to common objections
– Objections vs. conditions

9. Converting Pending Patients to Production
– What are pending patients?
– The importance of a “Plan B”
– Key steps in a follow-up protocol

10. Establishing an Effective Recall Program
– Recall vs. observation
– What goes into recall?
– Recall program ideas and suggestions