Treatment Plan Coordinator VA

What this role owns

The Treatment Plan Coordinator VA owns the follow-up system for patients who accepted a treatment plan but have not yet scheduled the work. In most practices, unscheduled treatment represents the largest single recoverable revenue category. The procedures have already been diagnosed and presented. The patient has not said no. The only thing missing is a systematic follow-up.

This role runs that system: working the unscheduled treatment report on a weekly cadence, reaching out to patients with a structured three-touch sequence, logging every contact and outcome, and escalating the cases that need a human conversation.

The follow-up sequence this role manages

Contact 1 (within 14 days of plan presentation): phone call referencing the treatment that was discussed and offering scheduling options. If no answer, leaves a voicemail and sends a text.

Contact 2 (7 days after Contact 1, if no response): follow-up text or email with a direct booking option.

Contact 3 (14 days after Contact 2, if no response): final outreach, after which the patient is moved to a lower-priority watch list rather than active follow-up.

The VA logs every contact attempt in the PMS. Patients who raise cost, insurance, or fear objections are flagged for a conversation with the office manager rather than handled by the VA.

The Q4 benefit-expiry campaign

In October and November, this role shifts priority to patients with open treatment and insurance benefits expiring December 31. These patients have a financial reason to act before year-end that does not exist in January. The outreach message leads with the benefit expiry rather than the treatment plan, which typically produces a higher response rate.

What the ramp period looks like

Weeks 1 to 2: learning to read the unscheduled treatment report, understanding the most common procedure categories (crowns, composites, periodontal), and learning the current follow-up scripts.

Weeks 3 to 4: working the unscheduled treatment report independently for the current week’s cases under review.

By Day 60: owning the full unscheduled treatment follow-up system, reporting weekly production recovered, and running the Q4 campaign when applicable.

What success looks like

Unscheduled treatment report worked on a weekly cadence with no case going more than 14 days without a first contact attempt. Treatment acceptance rate (appointments scheduled from outreach) tracked and improving over the first 90 days. Q4 benefit-expiry campaign contacts completed before November 15 to allow time for scheduling.

What this role is not

This role does not make clinical decisions about whether a patient needs treatment. It does not discuss clinical findings beyond what the patient already knows from the presentation. It does not negotiate payment plans, which require authority the VA does not hold.

See Also

• Unscheduled Treatment Recovery System, the full system this role operates
• Benefit Expiry Campaign Guide, the Q4 campaign structure
• Unscheduled Treatment Problem, why most practices lose significant presented treatment to inaction
• Dental VA Role Library, all seven roles with scope, metrics, and trust tier