Passion in Practice by Diana Weaver

Three essential skills every practice owner should look for when hiring a treatment coordinator

by Diana Weaver

• Communicate clearly and confidently. Confidence doesn’t mean arrogance. It means being assured in your knowledge and delivery, making the patient feel secure in your recommendations. Clear communication ensures the patient understands their treatment options without being overwhelmed.
• Active listening and curiosity. One of the most powerful tools a TC has is their ability to listen. Asking open-ended questions and genuinely engaging with the patients’ concerns builds a connection. Patients want to feel heard. Showing that you’re interested in their journey fosters trust.
• Find common ground. Sharing relevant anecdotes or experiences—whether professional or personal—can be incredibly effective. When a patient sees you as someone who understands their situation, they are more likely to feel comfortable opening up.

• Listen deeply. Listen not just to respond, but to truly understand what a patient is going through. Patients may have underlying fears or concerns that they don’t immediately voice. Asking open-ended questions allows patients to share more.
• Customize the experience. Empathy is all about meeting people where they are. Every patient is unique—not just in terms of their treatment needs, but also in their emotional and financial situations. A TC who is empathetic will tailor the treatment plan and the way they present it to suit patient’s personal circumstances.
• Create a supportive environment. An empathetic TC doesn’t treat patients as numbers on a spreadsheet. Instead, they recognize the vulnerability that comes with orthodontic treatment decisions. Creating a safe, supportive environment where patients feel valued and cared for can make all the difference.

• Goal-oriented mindset. A driven TC is motivated by targets—whether it’s increasing conversion rates, meeting production goals or hitting start targets. They understand that the practice’s success is tied to their own, and they take ownership of their role in driving that success.
• Proactive follow-up. A patient may not commit to treatment right away, but that doesn’t mean they’re lost. A driven TC will follow up with pending patients, ensuring they don’t fall through the cracks. By keeping the lines of communication open, the TC can build trust and eventually bring hesitant patients back into the fold.
• Continuous improvement. A TC with drive isn’t content to rest on their achievements. They’re always looking for ways to improve—whether it’s learning about new treatment techniques, staying up to date on the latest technology or finding new strategies to make treatment more accessible to patients.

Diana Weaver is a lecturer, trainer and business analyst who has been in the field of orthodontics since 1999, working in all positions of the practice, including financials, clinical, treatment coordinating and practice management. Weaver, who helps orthodontic practices reach their highest potential using Shimmin Consulting’s comprehensive practice approach, is considered one of the most sought-after practice business analysts, and has led countless practices to amazing growth.