Job Title: Lead Dental Treatment CoordinatorLocation: Downtown Vancouver - Transcend Specialized Dentistry
Position Type: Full-time (4-5 days/week)
Hours: 8:30 AM - 5:30 PM (No evenings or weekends, unless of interest)
Compensation: $79,000-$91,500 annual salary (equivalent to $38-$44/hour) depending on experience and qualifications, plus quarterly performance bonuses
The RoleThe Lead Treatment Coordinator owns the patient journey from consultation to scheduled treatment across all three of our specialties. This role is responsible for building treatment plans, presenting them with clarity and confidence, addressing patient questions and concerns, and guiding patients toward the decision that's in their best interest.
This is a newly dedicated function - taking over treatment coordination work currently distributed across our clinical team. The Lead TC will centralize and standardize how we present care, build the systems and follow-up cadences that support our patients post-consult, and own case acceptance as the primary success metric.
Key ResponsibilitiesTreatment Plan Development & Presentation- Build complete treatment plans during or after consults, in close coordination with the clinical team
- Present treatment plans to patients clearly and confidently across prosthodontics, periodontics, and orthodontics
- Discuss clinical rationale, treatment sequencing, and expected outcomes in language patients understand
- Address questions and objections thoughtfully, helping patients arrive at the decision in their best interest
- Collaborate with the clinical team on phased or alternative treatment options when appropriate
Patient Follow-Up & Conversion- Follow up with patients post-consultation through structured outreach (calls, emails, texts)
- Hold treatment discussions and re-presentations as needed
- Track every patient through the consult-to-start journey - ensure no patient falls through the cracks
- Continuously work to improve case acceptance rates
Financial Coordination & Insurance- Walk patients through fees, payment options, and treatment sequencing
- Coordinate with the receptionist team on insurance pre-authorizations, claim submissions, and patient inquiries (we are a non-assignment practice)
- Help patients understand their coverage, deductibles, and out-of-pocket investment
- Discuss financing options where applicable
Scheduling & Treatment Start- Schedule patients into their treatment appointments and coordinate the start of care
- Ensure smooth handoffs to the clinical and administrative teams
- Maintain accurate records of each patient's status, decisions, and follow-up actions
'Lead' Responsibilities- Centralize and standardize the treatment coordination function across all specialties
- Build and refine scripts, presentation templates, and follow-up sequences
- Measure and track case acceptance and other KPIs, and report on performance
- Identify and implement improvements to the consult-to-start workflow
- As the function scales, lead and develop the broader treatment coordination team
Qualifications- Minimum 2 years' experience in treatment coordination, clinical dentistry (e.g., CDA), or a high-end consultative sales or patient advisor role
- Clinical dental background strongly preferred - ability to discuss restorative, surgical, and orthodontic treatment with confidence. That said, for the right candidate who demonstrates the qualities we're looking for, we're open to providing training on the clinical knowledge aspect
- Demonstrated track record of converting consultations into scheduled treatment
- Exceptional interpersonal, written, and verbal communication skills
- Comfortable leading financial conversations and discussing investment in care
- Tech-savvy - comfortable working with Google Sheets or Excel, Gmail, Google Drive, or similar
- Outstanding proficiency in English
Ideal Candidate Qualities- Confident, articulate communicator who can guide patients without pressure
- Genuinely patient-first - focused on the right outcome for the patient, not just the close
- Organized professional who can identify patterns and implement improvements
- Detail-oriented with excellent follow-through
- Comfortable owning measurable outcomes and being held accountable to them
- Team player who contributes to a culture of excellence
- Comfortable working in a fast-paced, high-performance environment
Benefits- Quarterly performance bonuses tied to case acceptance and treatment scheduled
- Health Spending Account
- Lifestyle Spending Account
- Group RRSP with employer match
- Complimentary dental care at Transcend
- Branded uniform allowance
- Covered parking
- Comprehensive training and onboarding program
- Ongoing professional development
- Tenure-based growth - benefits, RRSP match, and time off increase with tenure
- Potential for growth into more senior roles
Our Ideal CandidateYou are a confident, warm communicator with strong clinical understanding and natural advisory instincts - but you lead with the patient's best interest, not the close. You believe great treatment coordination is about helping patients say yes to care that genuinely improves their lives. You take ownership of outcomes, love measurable results, and thrive in a fast-paced, upscale environment. You're coachable, organized, and committed to building something excellent.
We're looking for someone who embodies excellence, warmth, professionalism, and helpfulness in every patient interaction, follows through diligently, and contributes to a positive team environment.
