The Role of a Patient Coordinator
Nadia is Patient Coordinator Lead at our Balwyn clinic in Melbourne. Nadia is passionate about delivering exceptional experiences, and is a wealth of knowledge when it comes to being successful as a Patient Coordinator.
Watch the video below, where Nadia will talk to you about the role of a Patient Coordinator.
The Role of a Patient Coordinator Lead
In the next video, Nadia shares her insights into the role of a Patient Coordinator Lead, and how they support and inspire Patient Coordinators, working together to ensure that our patients receive the best experience possible.
Trust Based Selling
Core Idea
People don’t want to be “sold to.” They have a problem they want to solve and are seeking someone they can trust to help them make the right decision.
Mindset Shift
From: “How do I convince them to choose us?“
To: “How do I build enough trust that they feel safe choosing us?“
Key Principles
1. Start with their problem, not your solution
- Ask: “What’s been happening that led you to reach out?”
- Focus on understanding their pain, urgency, and what matters to them.
- People feel safer when they know you’re not here to push—you’re here to help.
2. Lead with curiosity, not control
- Ask open, honest, low-pressure questions
- Avoid “pitching” early. Instead: “Can you help me understand how this has been impacting you?”
3. Build trust through presence, not persuasion
- Stay fully present. Let silence do some of the work
- Reflect what you hear to show deep understanding
- Don’t rush to “solve” – stay in their world first
4. Detach from the outcome
- Don’t sell – diagnose.
- Be willing to say: “This may or may not be the right fit, and that’s okay”
5. Be the trusted advisor, not the salesperson
- Offer clear, honest guidance when they’re ready
- “Would it be helpful if I shared what I’ve seen work in situations like yours?”
Why this works
- Builds credibility and connection
- Reduces pressure and resistance
- Helps people feel safe and confident in choosing you
Conversation Tips
Instead of saying…
- “Let me tell you what we offer.”
- “Here’s what we can do for you.”
- “I think this is a great solution for you.”
- “Are you ready to book in?”
Try Saying
- “Can I ask what prompted you to reach out today?”
- “What would you like to see change?”
- “Would you like to explore some options together?”
- “What would feel like the right next step for you?”
The Bottom Line
Trust opens the door to action.
When people feel heard, safe, and understood, choosing you becomes the natural next step.
What makes a successful PC?
Using the arrows, navigate through the eight slides that explore the elements that help to make a successful PC.
The Sales Cycle
Using the arrows, navigate through the three slides that explore the sales cycle.
Activity
What are the valuable contributions that you will provide as a Patient Coordinator?
As you continue to learn more about your role, take a moment to think about how you will support the Dentists, the Patient Coordinator Lead, the wider team at your clinic, and, of course, our patients.
What’s next?
Before you continue onto the next lesson, you will have a check in with your lead to see how your morning is going, and to discuss the answers that you have noted from this morning’s questions.
Here is a recap of the activity questions so far:
About Us
Which of Dental Boutique’s values resonate with you the most? How will you bring these values to life?
Role of a Patient Coordinators
What are the valuable contributions that you will provide as a Patient Coordinator?
