What Can A Patient Care Coordinator Do For You?

    The benefit of the patient care coordinator (pcc) in today's dental practices is being recognized more and more as dentists see how much they can add to the practice.  Dentistry is unique in the health care community in that the dentist still feels that he had to juggle so many areas of running a practice alone.  Most medical practices have these responsibilities broken down into job categories and even sub-categories.  Dentistry is starting to do this a little at the front desk.  We're even starting to realize that the front desk assistant isn't automatically an office manager.  Clearing that up will free a lot of dentists from demands for higher salaries from employees who have changed nothing except for their job title.  But, that's a different post.
    By designating a trusted, well-trained staff member to be the pcc, the dentist has a valuable hour to concentrate on productive dentistry.  He also has someone working at the same time to establish a trusting relationship with a new patient.  The pcc will welcome the new patient into the practice in a way that they probably haven't experienced before.  That is the beginning of the "Aha" experience that will make the patient feel that your practice is different from anything they've experienced in any other office.  I remember going to a new dentist many years ago who was trying to make this "Aha" feeling happen, but in a superficial way.  His manner was not warm and welcoming, and neither was his staff's.  After an impersonal initial meeting I was handed a rose at the desk as I was leaving.  It felt strange and I wondered why they bothered.  The pcc is the rose if she fulfills her role well.  She finds out what the patient has experienced in the past and what they want from you.  She is able to share information about the practice, dentist and staff that leaves the patient excited to meet you and be a part of your practice. When the patient leaves the office after that appointment they will often tell their friends and family about the great new dental office they have discovered and urge them to see for themselves.  People like to find something great and share it with others.
    By the time you enter the exam, she will have a thorough charting of existing conditions and a newly educated patient waiting who is just dying to meet you.  You enter as a new friend, rather than a dreaded, but necessary new acquaintance.  You will have the benefit of being briefed by the pcc about the patient and can meet them in a more relaxed and congenial atmosphere.  When the exam is finished, your pcc will input all the data you've both acquired and organize it into a good review of findings.  She will put together any materials needed for a follow-up consult if necessary and in many cases, she will handle the consult and presentation of the treatment plan.  She can spend as much time as necessary answering the patient's questions and organizing their appointments.  She will work with them to find ways to make the treatment you have recommended fit into their budget.   Rather than having a patient who tells you that they really don't want to be here at every appointment, you will have one who tells you they've never enjoyed coming to the dentist as much as they do now.
    The pcc enhances a great practice and helps improve a struggling one.  It's a role that requires a dedicated, experienced person, who is interested not only in helping to ensure a high quality new patient experience, but who wants to pave the way to help others shine in their positions as well.  The role of the pcc can be extremely gratifying and beneficial for all.

Comments

[Dental Tourism]

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[Orange County Dental Directory]

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