Digital Treatment Process Advisor
About The Position
The Digital Treatment Process Advisor is responsible for processing digital orders, verifying prescriptions, and advising doctors on the most beneficial products. This role involves utilizing specialized software for treatment planning, performing administrative duties, and serving as a key liaison between customers and internal departments. The advisor ensures the security and integrity of digital records, manages case distribution, and resolves customer inquiries related to guided surgery. Additionally, the position requires tracking cases, ensuring customer satisfaction, generating reports, and supporting various departments with specific tasks like scan conversion and file repair.
Requirements
- High school diploma or equivalent required.
- Minimum five (5) years of customer service and/or dental experience.
- Implant experience, highly preferred.
- RealGUIDE and/or CoDiagnostics and/or 3 Shape Implant Studio experience, preferred.
Nice To Haves
- Relevant Bachelor’s degree preferred.
- RDA, DA, or CDT preferred.
- RDA, DA, or CDT certifications preferred.
Responsibilities
- Processes digital orders once electronic files are received.
- Verifies DTP prescription (Rx) product and information, including implant system, size, and surgical kit.
- Evaluates cases thoroughly and advises doctors on the most beneficial products.
- Utilizes CBCT/CT data and intra-oral scan data, combining them in treatment planning software (RealGUIDE) and passing ownership to planners via the software’s cloud.
- Performs administrative support duties such as creating folders, providing GCX notes, creating case plans, and sending impressions/models into production.
- Maintains security and integrity of digital Rx, MyAccount portal, L Drive, and digital treatment planning (DTP) customer folders following DTP standard operating procedures (SOP).
- Distributes cases to planners after gathering necessary information from reviewing scans and call backs for missing/incomplete information.
- Serves as a liaison between the call center, customers, and internal departments, providing accurate and complete information.
- Creates tasks in GCX for Technical Advisors-DTP to call doctors for cases on hold (Rx, Scans, Approvals).
- Monitors GCX processors workbasket and inputs, makes outbound calls, and offers information on DTP products and ongoing cases.
- Resolves customer inquiries pertaining to guided surgery.
- Triages cases into the production flow promptly.
- Provides customers with digital treatment planning information.
- Tracks all cases to ensure schedule adherence.
- Ensures customer retention and satisfaction.
- Generates and maintains reports as needed.
- Maintains an Excel shared document to track new cases and their progress.
- Combines cases coming from the shipping department and delivers dental impressions to the plaster room.
- Serves as a liaison with the shipping department for duplicated cases, credits, and shipping instructions.
- Provides administrative support to customers, including checking ship dates, providing product information, updating account information, and inputting call notes into the customer management system.
- Converts dental scans into appropriate formats as necessary.
- Repairs CAD files that cannot be imported due to improper scans or return errors.
- Scans impressions and/or models using a 3D scanner.
- Supports the Full-Arch department with evaluating “stents” cases to determine if they are for DTP or back to Full-Arch.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
