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.

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 elevate 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 explicit 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 clear 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, wo

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