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Resolve Dental Consultancy

Treatment Coordinator Role Manual 2026

Treatment Coordinator Role Manual 2026

$79.00 AUD
$79.00 AUD
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The Complete Reference Guide for the TCO Role in an Australian Dental Practice

The Treatment Coordinator is the bridge between the clinical and financial aspects of the patient journey. The dentist diagnoses and recommends. The TCO presents, explains, and converts. In practices without a dedicated TCO, this responsibility falls to the FOC team or — less effectively — to the dentist themselves. A skilled TCO can meaningfully increase treatment acceptance rates and practice revenue without adding a single clinical hour.
The Treatment Coordinator Role Manual 2026 is the complete reference guide for the TCO role in an Australian dental practice — covering pre-consultation preparation, the five-part treatment plan presentation structure, fee conversations and objection handling, post-consultation follow-up, outstanding plan tracking, and a full KPI framework. This is not a sales manual. It is a patient communication and support guide — helping patients understand their dental health clearly enough to make confident, informed decisions.
The manual covers 5 parts:
Part 1 — The TCO Role in a Dental Practice A clear definition of what the TCO owns — every treatment plan presentation, the outstanding treatment plan list, follow-up calls, case acceptance rate tracking, patient financial conversations, and written treatment plan summaries. Equally important: what the TCO does NOT own — clinical diagnosis, AHPRA advertising decisions, or overriding the dentist's recommendation.
Part 2 — Preparing for a Treatment Plan Consultation The 5-minute pre-consultation preparation checklist — reading the dentist's treatment notes, checking the fee estimate, running a HICAPS estimate, reviewing any previous unaccepted plans, knowing the appointment sequence, and checking health fund prior approval requirements. The principle: know the number before the patient does. Walk in confident, not fumbling.
Part 3 — The Treatment Plan Presentation The five-part presentation structure — Acknowledge, Explain, Outline, Present the fee, Ask for the appointment — with exact example language for every step. Includes a complete fee objection handling guide covering the four most common patient responses:
  • "That's more than I expected — can I pay it off?"
  • "I'm not sure I can afford this right now."
  • "My friend had this done somewhere else for less."
  • "Can I think about it?"
Closes with the AHPRA compliance non-negotiable: never make clinical promises or guarantee outcomes.
Part 4 — After the Consultation The follow-up system that determines whether a case is won or lost. Covers the written treatment plan summary (sent within 24 hours to every patient who does not book on the day), the 2-week follow-up call script with responses for every outcome, and the outstanding treatment plan tracking system — reviewed weekly with the PM, with a clear escalation pathway for patients who do not respond after two contacts.
Part 5 — KPIs and Performance Standards Five clear KPIs reviewed monthly with the PM and quarterly in a formal performance review:
  • Same-day treatment plan acceptance rate (target 40%+)
  • Overall treatment plan acceptance rate including follow-up (target 70%+)
  • Follow-up contact rate (target 100% within 2 weeks)
  • Written summary sent within 24 hours (target 100%)
  • Outstanding plan list reviewed weekly (target 100%)
Includes a structured weekly TCO check-in agenda with the PM — six questions covering consultations, same-day bookings, summaries sent, follow-up calls made, outstanding plan count, and any patient concerns requiring PM input.
Who this is for:
  • Treatment Coordinators stepping into the role for the first time who want a clear, comprehensive reference guide
  • Practice Managers onboarding a new TCO and wanting a structured induction resource
  • FOC team members who currently present treatment plans without a formal TCO structure in place
  • Practice Owners who want to improve case acceptance rates with a consistent, professional TCO system
📄 Format: 7-page editable Microsoft Word document (.docx) — fully customisable with your practice name, TCO name, start date, and supervisor details
⬇️ Instant digital download — available immediately after purchase
🦷 Built for Australian dental practices — AHPRA advertising compliant throughout
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