Performance Milestones & KPIs
Treatment Coordinator — Dr. Phoebe Tsang’s Practice
How We Measure Success
We believe in transparent performance measurement. You’ll always know what’s expected at each stage of your growth with us.
Your performance is evaluated using a combination of objective metrics (70%) and behavioral assessment (30%). Objective metrics come from practice management reports and straightforward tracking logs. Behavioral assessment covers qualities like communication, reliability, and initiative — the things that make a great team member, not just a competent one.
Every target listed below is introduced at or before Day 1. There are no surprise metrics.
You’ll always see your own scores, and you’ll have five business days to respond to any assessment. We want this process to feel collaborative, not punitive.
Phase 1: Learning & Integration (Days 0–90, $30/hr)
Phase 1 is about building your foundation. We don’t expect perfection — we expect steady growth and genuine engagement with how our practice works.
What You’ll Be Measured On
Curve Dental Proficiency
Our practice runs on Curve Dental, and comfort with it is essential. You’ll work through 8 core competency modules covering patient charts, scheduling, treatment plans, insurance, recalls, reporting, patient communication, and sedation workflows.
- Day 30 checkpoint: 4 of 8 modules completed
- Day 60 target: All 8 modules completed
Scheduling Accuracy
Accurate scheduling keeps clinical days running smoothly. We track errors like double-bookings, wrong time allocations, or missing pre-op flags — things within your control. Patient no-shows and provider-initiated changes don’t count against you.
- Day 60 target: Error rate below 5%
- Day 85 target: Error rate below 2%
Reactivation Outreach
We want you reaching out to lapsed patients — calls, texts, or emails — to bring them back into care. During Phase 1, we measure your outreach volume, not your conversion rate.
- Target: 25 patient contacts per week by Day 60
Patient Pipeline Awareness
This one is simple but important: when Dr. Tsang asks about a patient, can you describe where they are in their journey? Upcoming appointments, outstanding treatment plans, follow-up status.
- Day 30: Accurately describe 3 out of 5 patients in a spot-check
- Day 60: 4 out of 5
- Day 85: 5 out of 5
What Success Looks Like
You’re navigating Curve confidently for basic tasks, scheduling with minimal errors, starting your reactivation outreach rhythm, and beginning to recognize returning patients by name.
You’ve completed all Curve modules, scheduling errors are rare, you’re consistently hitting your outreach targets, and you can speak to any patient’s status without looking it up first.
Phase 2: Operational Ownership (Days 91–180, target $40/hr)
Phase 2 is where you move from learning to leading. The question shifts from “Can you do the work?” to “Can you own the work?”
What You’ll Be Measured On
Case Acceptance Rate: 80%
When you present a treatment plan to a family, how often do they say yes? We measure this by dollar value of signed plans versus presented plans. Your ability to build trust and clearly explain treatment recommendations drives this number.
Reactivation Results: 10+ Patients Returned per Month
In Phase 1 we counted your outreach. Now we count results — lapsed patients who actually come back and attend an appointment.
Schedule Optimization: White Space Below 10%
“White space” is unbooked time in the clinical schedule. Your job is to keep provider chairs productively filled. We understand that sedation days may have structurally longer blocks, and those are accounted for.
Pipeline Ownership: Zero Ambiguity on Patient Status
By this phase, Dr. Tsang shouldn’t need to intervene on scheduling, follow-ups, or pipeline issues you’re responsible for. We track how often she needs to step in compared to your first few months — the goal is a reduction of more than 50%.
What Independent Ownership Looks Like
You’re running the patient pipeline with minimal oversight. Families trust you. The schedule is tight. Reactivation is producing measurable results. Dr. Tsang can focus on clinical care because the operational side is in your hands.
Phase 3: Executive Systems & Growth (Day 181+, target $45/hr)
Phase 3 has no fixed timeline. This is where you grow from operational owner to strategic partner. The additional $5/hr reflects executive-level contribution to practice growth.
What You’ll Be Measured On
Sedation Pipeline Production
You don’t perform sedation — but you manage the pipeline that makes it happen. Referral intake, consult conversions, pre-op coordination, and scheduling. The target is $30,000/month in sedation-related production. If production dips due to provider absence, that’s excluded from your evaluation.
New Patients: ~10 per Week
You influence new patient volume through referral management, phone intake conversion, and follow-up with treatment-incomplete patients. Sustained growth of approximately 10 new patients per week, measured over 4 consecutive weeks.
Accounts Receivable: AR 90+ Day Below 5%
Keeping aged receivables low through timely claim submission, denied claim follow-up, and collecting patient portions at time of service. Insurance processing delays that are outside your control are taken into consideration.
Associate Utilization: Above 80%
How effectively is the associate dentist’s schedule filled? This reflects your scheduling and pipeline management skills.
Leverage Project Completion
Complete one qualifying project that creates a lasting, self-running system. This could be an automated recall sequence, a sedation pre-op workflow, a new patient intake pipeline, or a treatment plan follow-up system. The key criteria: it runs independently without you manually driving it each time, and it has measurable impact.
Optimized Systems — Practice workflows run smoothly with minimal friction. AI-Driven Efficiency — You’ve identified and implemented at least one technology-assisted process improvement. Predictable Growth — New patients, production, and collections follow a steady, sustainable trajectory.
Scoring at a Glance
| Phase | Composite Score Required | What It Means |
|---|---|---|
| Phase 1 (Days 0–90) | 3.0 / 5.0 | You’ve built a solid foundation and are ready for more responsibility. Advancement to $40/hr. |
| Phase 2 (Days 91–180) | 3.3 / 5.0 | You’re running operations independently. Advancement to $45/hr with the Executive Role Premium. |
| Phase 3 (Day 181+) | 3.5 / 5.0 | You’re operating at an executive level. Quarterly reviews validate continued eligibility. |
How the composite works: Your objective KPI average (70% weight) and behavioral assessment average (30% weight) are combined into a single composite score.
In any phase, a score of 1 out of 5 on any individual metric is an automatic disqualifier for advancement. We’d rather work with you to improve a weak area than advance you before you’re ready.
What if you don’t hit the threshold? Not advancing doesn’t mean termination. It means staying at your current rate until targets are met, with continued support and feedback.
Curve Dental
Curve Dental is our cloud-based practice management software. It’s the backbone of daily operations.
What Curve tracks automatically:
- Production and collections (daily, weekly, monthly)
- New patients by referral source
- Accounts receivable aging (0–30, 31–60, 61–90, 90+ day buckets)
- Recall/recare status and overdue patients
- Treatment plan values and unsigned plans
- Patient communications via GRO (Curve’s built-in messaging)
What requires lightweight manual tracking:
- Case acceptance rate (Curve captures signatures but doesn’t calculate the percentage)
- Schedule utilization (Curve shows the visual schedule but doesn’t compute white space)
- Scheduling errors (logged in a shared spreadsheet, reviewed weekly)
- Outbound contact volume (daily tally)
- Reactivation success (filtered report of lapsed patients who returned)
Every metric we track uses either a native Curve report or a simple manual process. No expensive add-ons required.
Tracking Overhead
We’ve designed the KPI system to be lightweight. Here’s the actual time commitment:
Weekly (~35 minutes)
| Activity | Time | When |
|---|---|---|
| Schedule utilization audit | 15 min | Monday (previous week) |
| Scheduling error log review | 10 min | Friday |
| Reactivation contact tally | 5 min | Daily (about 1 min/day) |
| Intervention tally (Dr. Tsang) | 5 min | Daily (about 1 min/day) |
Monthly (~45 minutes)
| Activity | Time | When |
|---|---|---|
| Pull Curve reports (production, AR, new patients) | 20 min | First business day |
| Reactivation success count | 15 min | First business day |
| Patient pipeline spot-check | 10 min | As needed |
Once you reach Phase 3, we conduct a formal quarterly performance review. Total prep and meeting time is approximately 2.5 hours per quarter, split between you and Dr. Tsang. You’ll prepare your own data — which means you always know where you stand before the meeting.