Dental Treatment Coordination: Communication Protocols, Ethics, and Patient Experience
Category: Marketing and Management
Instructor(s): Olga Agaltsova
Course structure: Lessons: 4 lessons | Duration: 1 h 18 min
Course overview
Coordination of treatment in modern dentistry goes far beyond an administrative function and becomes a full-fledged managerial and communicative system within the clinic.
In conditions of increasing complexity of medical cases, rising patient demands and the need to synchronize the team's work, the treatment coordinator forms a common language of interaction between the doctor, the administrator and the patient.
The course by Olga Agaltsova, author of the ecosystem “Reception-Hub” and founder of the medical staffing agency “Sovmestimost”, is based on practical understanding of clinical processes and real pressure points within the medical team.
During the course, you will study:
— The role of the treatment coordinator as a connecting link between the clinic, the patient and the team
— Strategies for preventing conflicts between the doctor, the administrator and the curator
— Ethical and effective models of medical communication in dentistry
— Patient support regulations: from identifying needs to agreeing on treatment
— The psychology of communication and methods for working with the patient's “pains”
— Building controlled and transparent clinical processes in the clinic.
What you will learn
- Describe the treatment coordinator’s role and essential responsibilities within a modern dental clinic.
- Apply ethical communication models to identify and address patients’ true pains and needs.
- Implement structured patient intake, agreement confirmation, and follow-up procedures.
- Design team workflows and touchpoint maps to coordinate clinic roles and prevent conflicts.
Course lessons
Lesson 1. Treatment Coordinator in Modern Dentistry: Balancing Clinic, Ethics, and Patient Experience
— Terminology and specifics: who is the treatment coordinator (curator) in a modern clinic
— Reframing the concept of “Sales”: why this is not pushy, not humiliating and does not demean the clinic’s dignity
— Key features of ethical medical sales
— What patients themselves say: feedback on the work of coordinators
— Step-by-step structure of the “Patient Intake” process and the lawful place of the curator in this chain
— Role distribution in the business process: Performer, Responsible person, Consultant, Informed party
— Team interaction: roles of the administrator, the doctor and the manager. What changes fundamentally with the appearance of the curator?
— Key functions for which the curator is responsible.
Lesson 2. Strategies for Managing and Preventing Conflicts Between Dentist, Administrator, and Coordinator
— Basic work regulations of the curator
— The coordinator's presence at the physician's initial consultation: all advantages and hidden drawbacks
— Communication channels: in-person communication in the clinic vs telephone and messenger communication
— Is playing to the patient's emotions worth it? Working with the patient's conscious need and the technology of forming a new need
— Expert detection of the patient's true pains, fears, and needs
— Collecting information and presenting methods of closing needs through a treatment plan
— Techniques for recording and confirming agreements with the patient
— Follow-up: key tasks of the curator
— System of ecological reminders, monitoring status, and maintaining patient motivation on the path to a healthy smile.
Lesson 3. Protocols and Psychology of Communication: From Identifying Pain to Ongoing Support
— Basic regulations of the curator's work
— Presence of the coordinator at the physician's initial consultation: all advantages and hidden disadvantages
— Communication channels: in-person interaction in the clinic vs telephone and messenger communication
— Is playing with candles worthwhile? Working with the patient's conscious needs and the technology of forming a new need
— Expert identification of true pains, fears, and needs of the patient
— Gathering information and presenting methods of closing needs through a treatment plan
— Techniques for fixing and confirming agreements with the patient
— Support: key tasks of the curator
— System of ecological reminders, monitoring condition, and maintaining patient motivation on the path to a healthy smile.
Lesson 4. Treatment Coordination in Clinical Practice: Patient Communication and Workflow Design
— Practical block: listening to two audio recordings of treatment curators' monologues
— Detailed case breakdown: how the curator collects information, qualifies the patient, analyzes needs and presents the treatment plan
— 3 main zones of responsibility of the coordinator
— Procedure for implementing the curator function in a working clinic without sabotaging the team
— Patient touchpoint map: process steps, contact points and clear scripts-algorithms for each stage.
