From chaos to clarity: structuring the TCO role

This month, Tracie Barnett shares her guide to ensuring a TCO (treatment coordinator) role is well-structured and effective.

Treatment coordinators (TCOs) are becoming more popular in the modern day we live in. As a TCO, your primary objective is to ensure that patients receive the best possible treatment while optimising the practice’s efficiency and productivity.

To achieve this, the TCO role must be well-structured and directed effectively.

I see all too often practice’s recruiting a TCO but then having no idea how to utilise them. One thing is for sure – a new TCO is relying on the practice to give them direction and structure to be able to carry out their role successfully.

Challenges without structure and direction

The role of a TCO can be incredibly challenging without sufficient structure and direction from the dental practice. Many TCOs are expected to simply ‘get on with it’ without any forward planning or clear guidance. This lack of direction can lead to several issues:

Inconsistent patient communication: Without a clear strategy, patient communication can become inconsistent, leading to misunderstandings and decreased treatment acceptance rates
Inefficient processes: A lack of structured processes can result in inefficiencies, such as poorly scheduled appointments and mishandled financial coordination
Increased stress and burnout: TCOs left to manage without support and planning can experience increased stress and burnout, negatively impacting their performance and overall job satisfaction
Missed opportunities for improvement: Without a clear plan for continuous improvement, TCOs may miss opportunities to enhance patient care and optimise practice efficiency.

To avoid these pitfalls, it’s essential for dental practices to provide their TCOs with clear objectives, comprehensive strategies and the necessary tools and support to succeed.

Here are some tips and tricks to ensure your TCO responsibilities are well-organised and aligned with your dental practice’s strategic goals.

1. Define clear objectives and goals

Start with a clear understanding of your objectives and goals as a TCO. These should align with both patient care and the practice’s business goals.

Objectives should be specific, measurable, achievable, relevant and time-bound (SMART). For instance, improving patient treatment acceptance rates by 15% over the next quarter can be a clear and measurable goal.

2. Develop a comprehensive TCO strategy

A well-structured TCO role requires a comprehensive strategy that outlines how to achieve your objectives.

This strategy should include:

Patient education: Ensuring patients understand their treatment options and the benefits of each
Financial coordination: Helping patients with financing options to make treatment more accessible
Scheduling efficiency: Optimising appointment scheduling to reduce wait times and maximise chair time.

3. Utilise data-driven decision making

Effective TCO management relies heavily on data.

Ensure that you have access to accurate and up-to-date information about patient treatment plans, appointment schedules and financial data.

Utilise data analytics tools to:

Track and monitor treatment acceptance rates
Identify trends in patient preferences and feedback
Make informed decisions based on historical and predictive data.

4. Engage and educate patients

Engaging and educating patients is at the heart of the TCO role. Develop strong communication skills to explain treatment plans clearly and empathetically.

Use visual aids, brochures and digital tools to help patients understand their options and make informed decisions about their care.

5. Implement continuous improvement processes

The dental industry is constantly evolving, and so should your approach as a TCO.

Implement continuous improvement processes to regularly review and refine your strategies.

This can involve:

Seeking feedback from patients on their experience
Regularly updating educational materials to reflect the latest treatments and technologies
Staying informed about industry trends and best practices.

6. Leverage technology

Technology plays a crucial role in modern dental practices.

Invest in the right tools and software that can help streamline processes, enhance patient communication and provide real-time insights.

Tools like practice management software, digital imaging and patient education platforms can significantly enhance your effectiveness as a TCO.

7. Focus on training and development

Ensure that you and your team are well-equipped with the necessary skills and knowledge.

Regular training and development programs can keep everyone updated on the latest dental procedures, patient communication techniques and financial coordination strategies.

Encourage continuous learning and professional development to build a proficient and knowledgeable TCO team.

8. Measure and report progress

Regular measurement and reporting are crucial to maintaining direction in the TCO role.

Develop key performance indicators (KPIs) to measure progress against your objectives. Regularly report on these KPIs to the practice’s management and team to ensure transparency and accountability.

Conclusion

The role of a TCO is pivotal. By implementing these strategies and addressing the challenges of working without proper structure and direction, you can provide a strong foundation for your TCO role, ensuring it is both structured and directed towards achieving your practice’s goals and enhancing patient satisfaction.

Not only will these tips help you excel in your role but also contribute significantly to your practice’s overall success and real job satisfaction for you.