A treatment coordinator shares how an AADOM in-person course enhanced her patient communication skills while increasing her practice’s treatment acceptance
Fear. Trepidation. Anxiety. Sound familiar? For many patients, the mere prospect of dental treatment can be stressful. And for some, it has less to do with the actual dental work and more to do with their looming financial burden. With many patients struggling to understand the complexities of dental charges, many treatment coordinators find their job is less about dollars and cents and more about patient communication.
A Wealth of Resources
For Meghan St Jean, a treatment coordinator in the busy Woonsocket, RI, practice of David Ward, DMD, helping patients accept treatment and navigate payment schedules has become exponentially easier with the resources she’s gained from the American Association of Dental Office Management (AADOM).
A 1-stop shop for help, mentorship, and continuing education, AADOM seeks to educate, connect, and empower dental office professionals to meet the challenges of today’s dental practice environment.
“Patients meet with clinical staff first to discuss the procedure, and then they meet with me to discuss how they can utilize and maximize their dental benefits for the upcoming treatment,” shared St Jean, who sees about 50 patients on any given day.
While it might seem that the most challenging aspect of her job is wading through the intricacies of countless dental insurance plans, St Jean believes it’s the face-to-face patient communication that’s the single biggest hurdle she faces every day. And that’s why joining AADOM and accessing the hundreds of resources available has been so valuable.
The Art of Communication
St Jean recently attended an AADOM Amplify event in Boston, MA, one of several 1-day learning intensives held across the country, where she earned an AADOM-Recognized Treatment Coordinator certificate. The course covered the art of treatment presentation and case acceptance, as well as insightful strategies for effective patient communication.
“It’s difficult to get patients to accept treatment based on the fact that they need it, and not whether or not their insurance will cover it,” she explained. “Patients are hesitant to say yes to treatment if it’s not covered, which is why this course was so valuable. We learned to emphasize how treatment benefits patients’ oral health. It was very much like a family atmosphere, and it was great to share experiences and strategies with others who understand and do what I do every day!”
