Treatment Coordinator

Job Description

Job Description

About the Role

At Tend, we do dentistry differently — without compromising on excellence or ambition. The Care Coordinator is one of the most important roles in a Tend studio: the first person patients meet, and the person who makes a treatment plan and a payment plan feel just as clear as a smile. You own the full patient journey, from check-in to checkout and everything after, and you're the connective thread between the front desk and the chair.

What sets this role apart is everything layered on top of day-to-day operations. You're a treatment educator, a financial guide, and a patient advocate — someone who can hold a confident, honest conversation about care and cost, and who takes ownership of whether patients actually move forward with treatment. This role reports to the Studio Manager and works fully on-site.

What You'll Do

Patient Communication & Experience

• Manage inbound and outbound patient communication — phones, appointment confirmations, and outreach to unscheduled patients
• Communicate professionally across every channel — your calls, texts, and emails are clear, warm, and reflect well on Tend
• Advocate for patients and resolve issues in real time — you're empowered to find solutions and own the outcome

Treatment & Financial Guidance

• Present treatment plans clearly and confidently, helping patients understand their diagnosis and the path forward
• Guide patients through their financial options — insurance benefits, out-of-pocket costs, financing, and prior balances — with transparency and without pressure
• Own the patient pipeline: a full schedule, treated patients who understand and accept their care, and proactive follow-through on unscheduled treatment — one of the most impact-driven parts of the role

Schedule & Studio Operations

• Own the daily schedule — confirm appointments, fill gaps, and ensure the studio is set up to run at full capacity every day
• Use reporting and outreach to proactively re-engage patients and ensure they're getting the care they need
• Partner with clinicians during huddles to align on same-day opportunities and patient priorities
• Maintain a clean, compliant, organized front-of-studio environment

Follow-Up & Coordination

• Follow up with patients on outstanding treatment, unscheduled care, and any open questions after their visit
• Handle referrals and coordinate with other Tend studios or providers when specialty care is needed

Who You Are

Our values and competencies guide how we work at Tend — they're not words on a wall, they're how we hire, lead, and deliver care every day.

Tend Values

• Tend to Others — You own outcomes for your patients: a full schedule, cases that move forward, and treatment plans that don't stall in the pipeline. Presenting a plan isn't the finish line — patients actually receiving care is.
• Be Brave Enough to Lead — You have direct conversations about cost and care, even when the answer might disappoint someone. You advocate for patients in the moment and take ownership of the outcome instead of waiting for someone else to solve it.
• Savor the Ride — Schedules shift, patients have last-minute needs, and tools change. You bring steady energy to the studio and stay engaged instead of getting rattled.
• Embrace Our Differences — Every patient walks in with different needs, comfort levels, and financial situations. You meet each person where they are and communicate with empathy, not a script.
• Rooted in Growth — New systems, new processes, new expectations — you adapt without losing your footing, and you look for feedback instead of avoiding it.

Role-Based Competencies

• Stays Steady Under Shifting Plans — The schedule you start the day with is rarely the one you end it with. You adjust in real time — filling gaps, resequencing patients, and keeping the studio running at full capacity no matter what changes.
• Works as One Team — You're the connective tissue between the front desk and the chair. You loop in clinicians during huddles, flag same-day opportunities, and make sure nothing falls through the cracks between operations and care.
• Makes the Complex Easy to Understand — Insurance benefits, financing options, treatment sequencing — you translate complicated information into something a patient can act on with confidence.

What You Have

• 1–2 years in a patient-facing, customer-facing, or client services role (required)
• Dental or insurance background is a plus — not a requirement
• Comfort with treatment plan presentation and financial conversations is a strong differentiator
• Experience with Ascend or similar practice management software is helpful; we'll train the right person
• Comfortable in G Suite (Gmail, Calendar, Drive) and adaptable when systems, tools, or processes change — which they will

Schedule

This is a full-time position requiring 32–40 hours per week, including two Saturdays per month.

Physical Requirements

This position requires the ability to perform the essential job duties listed, with or without reasonable accommodation:

• Ability to sit and stand for extended periods throughout the workday
• Ability to use a computer and phone systems for extended periods
• Ability to move throughout the studio and assist patients as needed
• Occasional lifting or movement of office supplies up to 25 pounds
• Ability to communicate effectively with patients and team members in person and via technology

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

What We Offer

We believe taking care of people starts with taking care of our own.