Treatment Coordinator Training Outline
Pre Onboarding (prior to start date)
PM calls new hire
Welcome to company & introduction
Make sure new hire has completed new hire info before start date
Confirm date/time and location of start day
Review dress attire
Day 1
New Hire Orientation with Practice Manager
Attend morning huddle. Introduce the team member to staff and doctors and give tour
around the office.
Share the training schedule with the new hire so they understand expectations
New Hire Orientation
o Log into HealthStream (Login instructions are included in the 1
st
email sent
from HS)
o View the Orientation Videos
HR Information
o Who to contact for help (Intranet)
Compliance Hotline
IT Helpdesk
Practice Manager Contact
Mentor Contact Information
o Pay Cycles
o Payroll Calendar
o HR Policies on Intranet Page
o Assist new hire in completing paperwork in WebApps
Collect I-9 documents (acceptable IDs)
State Licensure, Expanded Duties certificates, X-ray Certificate, etc.
Scan Licensure and certification into WebApps
o D4C Benefits Guide
IT Orientation (Logins are created by HR & IT and sent to new hire’s personal
email, copying the hiring manager)
o Web Apps Log in
o Network/Email Set Up
o PMS Log In
Orthodontic Training & Development Manual
Section IV Your Safety (OSHA & Compliance)- Page 52 (Manual) & LMS
o Complete the OSHA and Infection Control Training & Assessment on LMS
Review Policies & Procedures
o Watch “If Saliva Were Red” Video
o Review the Orthodontic Exposure Control Plan
o Review Infection Prevention Policy & Procedures
o Water Quality Policy
o Indicator Strip Policy
Acknowledgement Forms
o Job Description
o Infection Prevention Policy & Procedures
Certifications and Immunizations
o CPR Certification
o Hep B/ Immunizations
o TB Skin Test Form
o Radiation Certificate
Section V- Emergency Protocols
o Page 58 (Manual) & LMS
o Fire Emergency Plan
o Medical Emergency Plan
o Post Exposure Incident Plan
o First Report of Injury
o Aspiration or Swallowing of a Foreign Body
o Emergency Protocol Assessment in LMS
Conclusion of Day 1
Review of today’s learnings – Q & A
Immunization Records
o PM or Mentor informs new hire that all immunization records must be provided
within 10 days of start date
o Specifically, the TB test needs to be current
o The Hepatitis B series can be declined with a signed declination form Hep B
Declination Form
Day 2
Location: Mentor Office
Orthodontic Training & Development Manual
Section I- Patient Experience- Page 11 (Manual) & LMS
o The D4C Experience
o 5 Star Service
o Providers
Section II- Welcome to Orthodontics- Page 20 (Manual) & LMS
o Ortho Terminology & Tooth Chart (Provide Study Guide)
o Review Types of Treatment & Appliances
Radiation
o ADA Radiograph Guidelines
o Review Dental Radiographic Examination: Recommendations for Patient
Selection and Limiting Radiation Exposure
o D4CDB Radiograph Policy is discussed and signed off (Document will need to
be uploaded into WebApps)
o Review orthodontic Radiograph Instructions
Panoramic Radiograph
Lateral Radiograph
Common Errors while taking Panoramic/Cephalometric radiographs
o Hands on training with radiographs
Conclusion of Day 2
• Assessment in LMS
o Patient Experience
o Orthodontics
Day 3
Location: Mentor Office
Orthodontic Training & Development Manual
Section III- The Orthodontic Patient Lifecycle- Page 41 (Manual) & LMS
• New Patient Initial Visit
• The Ideal Orthodontic Consult
• Post Initial Visit Statuses
o Starts
o Same Day Starts
o Scheduled Starts
o Pending Ready / Will Call Back
o Recall / OBS
o No Tx Recommended / Tx Denied
Initial Treatment Visit
o Bonding Visit
o Appliance Insert
o Invisalign Insert
Adjustment Visits / Invisalign Checks & Refinements
Deband/Debond/Final Records Visit
Retention
Section VI- Clinical Charting & Records- Page 62 (Manual) & LMS
• Why is clinical charting important
• Do’s and Don’ts
• Clinical Note
o New Patient Consult charting format
o Oral Hygiene Classification
o Noting Patient comments
o Post Treatment Evaluation
• Orthodontic Photography
• iTero Scanning
• Orthodontic Radiography
• Treatment charting in software
• Shadow mentor in the afternoon
Conclusion of Day 3
• Review today’s learnings – Q & A
• Complete assessments in LMS
o Orthodontic Patient Lifecycle
o Clinical Charting & Records
Day 4
Location: Mentor Office
Records Practice
o Recap Photo, Scanning & Xray Training
o Practice taking records on patients or mentor multiple times
Orthodontic Training & Development Manual
Section VII- Treatment Coordinator- Page 83 (Manual)
Role of the TC
General Requirements of the TC
Office Policies and Protocols
Common Barriers to Treatment
New Patient Workflow
Pre-visit Planning
o Introduction Call
o Insurance Verification & Understanding Insurance
o Huddle/New Patient Prep
Initial Visit Paperwork
The Ideal Orthodontic Consult
o Records/ Meet & Greet
o Doctor Debrief
o Exam
o Treatment Presentation
o Financial Presentation
o Post Visit Statuses & Follow up
o Compromise and consent forms
Initial Visit Documentation
New Patient Welcome Packet Folder
Estimating Treatment Fees
o Self-Pay Fee Sheet
o Insurance Fee Sheet
o Discounts
OrthoFi
Contracts
Financial Policy
Referring Doctor Follow Up Letter & Documentation
Practice Strategies
o Throughout the Day
o Scheduled Starts
o Observation/Recall
o Pending Ready or Will Call Backs
o Recall/Observation/Growth & Guidance
End of Day
Start Goals & Contract Value Tracking
o Start Goal
o Contract Start
o Appliance Placement Start
o Total Monthly Contract Value Goal
Day 5
Location: Mentor Office
Software Training- Hands on with Mentor
o Registering a New Patient
o Creating an account in the Practice Management System & OrthoFi (where
applicable)
Completing the New Patient Encounter Form
Patient Information
Guarantor/Responsible Party Information
Insurance Information
Medical History
Dental History
o OrthoFi
Patient Creation
Patient Forms Emailing Timing
o Scheduling Appointments
New Patients
Recalls/Observations
Starts- Review Start appointment types & where to put them on schedule
Adjustments
Emergencies
o Managing Reschedules, Cancelations and Broken Appointments
Patient Exam Management
Transfer in/out patient policies
Financial Policies
End of Day Paperwork
Start Goals & Contract Value Tracking
Software training Consult Exam
o Treatment charting
o Questionnaire or Workflow used during exam
o Role Play Exam- call out diagnostics to get comfortable hearing terminology &
finding on software
Role Play Financial Presentation
Conclusion of Day 5
• Review today’s learnings – Q & A
• Complete the Ortho Terminology & Tooth Chart Assessment on LMS (If employee
receives a score below 80%, review the Ortho Terminology & Tooth Chart Study Guide
and have HR reassign the test)
Day 6
Location: Mentor Office
Software Training
o Insurance Verification
Checking OrthoFi for upcoming appointments
Insurance Eligibility Management
Insurance Unable to Verify
o Insurance Pre-Authorization
o Claims & Payments
Insurance filter in OrthoFi; Appliance Placement
Insurance EOB/Payment Upload Process
How to Add a Payment Method
o Updating Treatment Statuses
o Patient Ledger
Patient Ledger Job Aid
o Contract signing/records appointment
Disclosure Document Job Aid
Service Contract Job Aid
Start to shadow mentor
o New Employee should take all records
o New Employee should give Dr. Debrief
o Photo collages should be printed for every patient and given to doctor at end of
day to give critiques until they are happy with photos.
Address any concerns
o Go over Treatment types, appliances & fee sheets and answer any questions
Day 7
Location: Mentor Office
• Continue with a complete day of TC mentor shadowing
• In the morning
o New Employee should take all records
o New Employee should give Dr. Debrief
• Lunch Meeting with Doctor, New Employee & Mentor to review any other items
doctor specifically likes in consult or charting
• In afternoon shadow Dr in clinic, take notes on any “start appointments” so they know
personally what they are like
o Insert Appliances
o Bond Braces
o Insert Invisalign
Conclusion of Day 7
• Review today’s learnings- Q&A
• Finish all templates from Lunch meeting with Dr & add to training binder
Days 8-9
Location: Mentor Office
• Role reversal: Mentor Shadows New Employee for all consults
• Review the Treatment Coordinator check off list (Located in WebApps. The Practice
Manager should utilize this list to ensure all areas of the job position have been
reviewed and discussed.)
• Complete the Treatment Coordinator Assessment on LMS (If employee receives a score
below 80%, review the Treatment Coordinator Study Guide and have HR reassign the
test)
Conclusion of Days 8 & 9
• Review that day’s patients
o Chart Notes
o Exam Questionnaire or Workflow
o Records
o Status
o Contract
• Review any notes the Mentor took throughout day on areas of improvement as well as
questions the new employee may have
Day 10
Location: Employee Home Office with Practice Manager
Finalize training- review responsibilities, address questions
Review and sign the Training Program Completion document (Login My Employees
Employee Information Select Employee HR Tab Training/Certifications
Add new Select Training and upload document)
Operations Manager- Please complete the checklist in HealthStream; New
Employee- Please complete the Training Team Survey in HealthStream
