About the role

1. Position Purpose

The Treatment Plan Coordinator (TPC) is the patient's primary point of contact from the moment they commit to a treatment plan through to the completion of their 12-month maintenance program. The TPC guides patients with confidence, care and clarity through every stage of their journey: from decision and commitment, through pre-treatment preparation, treatment day and recovery, to celebration and long-term advocacy for Mulgrave Dental Group (MDG).

The role ensures no patient is ever lost, forgotten or left in an unmanaged gap, and that the practice's systems, records and Treatment Plan (TP) Dashboard remain accurate, current and accessible so the whole team stays aligned.

2. Key Result Areas and Responsibilities
2.1 Consulted patients are confidently converted to committed treatment plan patients

• Guide patients through the Decision & Commitment stage, presenting payment options, finance pathways (My Super Care, GA eligibility, standard payment) and associated costs clearly so patients commit with full understanding.

• Manage all administrative steps at the point of commitment, including consent forms, deposits, financial consent, GA referral paperwork and ATO support letters.

• Establish the TPC as the patient's primary point of contact from the moment they commit, providing direct contact details and setting expectations for the journey ahead.

• Ensure all new treatment plan patients are entered accurately into the relevant systems (PMS, CRM and TP Dashboard) from day one.

• Proactively flag conversion issues and at-risk cases to the Practice Manager and treating Dentist without delay.

2.2 Every active treatment plan patient is proactively managed and genuinely supported through each stage of their journey

• Maintain real-time visibility of all active treatment plan patients and their current stage via the TP Dashboard, ensuring every patient is accounted for at all times.

• Proactively plan and coordinate next steps for each patient's upcoming treatment phase, ensuring bookings, referrals, pre-op requirements and administrative tasks are confirmed well in advance and no patient is left in an unmanaged gap between stages.

• Provide proactive, timely communication at every key stage, including regular updates during the Super Care waiting period, GA eligibility outcomes, booking confirmations and pre-treatment preparation, so patients always feel informed and in safe hands.

• Coordinate Record-Taking Visits, pre-op visits and treatment day bookings in line with confirmed payment and GA eligibility outcomes.

• Arrange final payment ahead of the scheduled treatment date,



and contact each patient prior to treatment with fasting requirements, support person requirements and arrival time.

• Identify and escalate any patient concerns, delays or process gaps to the treating Dentist or Practice Manager without delay.

2.3 Treatment day and post-treatment recovery are supported with genuine care, warmth and clear communication

• Check in with each patient on the day of treatment, in person where possible, ensuring they feel calm, reassured and genuinely cared for.

• Ensure all patients leave with post-op instructions, after-hours contact details and a transparent understanding of what to expect during recovery.

• Make a warm, unhurried TLC call to every patient the day after treatment, checking in on how they are feeling (not just their clinical symptoms) and answering any questions they may have.

• Book the post-treatment follow-up appointment promptly and ensure the patient has everything they need going into the recovery period.

• Escalate any clinical concerns raised during recovery calls to the treating Dentist immediately.

2.4 Every patient feels genuinely celebrated, valued and cared for at completion, and leaves as an active advocate for MDG

• Coordinate post-treatment photography and video testimonials in partnership with the marketing team.

• Ensure the patient receives a personalised smile review video from the Dentist following treatment.

• Coordinate the post-treatment review experience, working with the Dentist to celebrate the outcome, present before/after photos and acknowledge the significance of the patient's journey.

• Introduce patients to the Smile Circle referral program.

• Update the PMS and CRM to trigger appropriate post-treatment communications, hygiene recalls and long-term maintenance reminders.

• Send a personalised handwritten card from the Dentist and TPC at the completion of the 12-month maintenance program.

2.5 Core systems, records and the TP Dashboard are accurate, current and accessible

• Ensure all patient, clinical and treatment records are documented accurately and promptly in the PMS.

• Ensure TC Notes in the PMS are updated accurately and promptly after every patient interaction, to notify relevant teams and trigger essential next steps in treatment prep tasks.





• Keep the TP Dashboard current and accurate at all times, so it functions as the practice's operational source of truth for every patient's current TP stage, visible on screen and accessible to all relevant teams, eliminating internal confusion and information chasing.

• Ensure all marketing-related patient records are maintained accurately and on time in the CRM.

• Ensure all agreed KPI measurables are reported accurately and on time in line with scorecard requirements.

• Maintain and continuously improve TPC SOPs, patient communication templates and stage checklists in partnership with the Practice Manager.

• Provide a thorough handover brief to all relevant team members when unavailable or on leave, ensuring continuity of care for all active treatment plan patients.

3. Key Performance Indicators

The TPC is accountable for reporting all agreed KPI measurables accurately and on time in line with scorecard requirements. Specific KPIs and targets are to be confirmed with the Practice Manager and may include:

• Conversion of consulted patients to committed treatment plans

• Percentage of active patients with a confirmed next step and no unmanaged gaps between stages

• Pre-treatment contact and day-after TLC call completion

• TP Dashboard, PMS and CRM accuracy and timeliness

• Post-treatment outcomes: testimonials, smile review videos and Smile Circle introductions

4. Selection Criteria

Essential

• Strong interpersonal and communication skills, with a warm, empathetic and reassuring manner, particularly with anxious patients

• Confidence discussing costs, payment options and finance pathways clearly and transparently

• Excellent organisation, with the ability to manage many patients at different stages simultaneously and plan ahead

• High attention to detail in records, documentation and administrative processes

• Proficiency with practice management software, CRM and dashboard or tracking tools

• Sound judgement in knowing when and how to escalate concerns

Desirable

• Previous experience in dental or healthcare administration, treatment coordination or patient care

• Familiarity with private health funds, GA pathways and dental finance options

• Experience working with marketing teams on testimonials and patient advocacy programs

5. Personal Attributes

• Genuinely caring, warm and patient-focused

• Proactive and accountable, taking ownership so that no patient is forgotten

• Calm and reassuring under pressure

• Collaborative, and committed to keeping the whole team aligned

• Committed to continuous improvement of systems and the patient experience

📌 Treatment Coordinator - Dental (Mulgrave)
🏢 Mulgrave Dental Group
📍 Mulgrave