Jalil Lewis — Patient Experience & Healthcare Operations

About

The Operator Behind
the Results

Jalil Lewis is a Patient Experience Specialist and Healthcare Operations Leader based in Brooklyn, NY. Over four years at Lumia Dental — one of Lower Manhattan's highest-volume multi-specialty practices — he held three successive roles, built the coordination infrastructure from the ground up, and authored the official training protocol that still onboards incoming staff today.

The outcomes speak for themselves: $597K+ in accepted treatment, a 28% reduction in no-shows, and a practice that doubled its operatories from 7 to 14 without losing a step. He didn't wait for a title or a mandate — he saw the gap, built the system, and handed it to the next person in writing.

Now he brings that operational blueprint to practices ready to go from red to black to green.

Brooklyn, NY · Patient Experience & Operations · Dental Practice Consultant

The System

The Patient Experience
System

Every touchpoint matters — from the first call to post-treatment follow-up. Jalil built a repeatable system that turns a clinical visit into an experience patients trust, return to, and refer from.

📋

Intake & Onboarding

Every new patient enters a structured communication pipeline — confirmation, prep instructions, and a warm welcome before they walk in. First impressions are a protocol, not an accident.

💬

Treatment Plan Presentation

Clinical language gets translated into plain terms — what it is, why it matters, what it costs, and what happens if it waits. Patients leave the consult informed enough to say yes with confidence.

🔁

Follow-Up & Retention

Structured post-visit follow-up — personal messages, genuine check-ins, reactivation sequences — built in HubSpot and run through a CRM patient communication pipeline. This is where the 28% no-show reduction happened.

"28% reduction in no-shows. $597K in accepted treatment. The system is why."

Multi-Specialty

Six Specialties.
One Standard.

Jalil's coordination and patient experience work spanned every chair in the practice — across six specialty areas, each with its own workflow, its own patient psychology, and its own path to a yes.

Orthodontics / Invisalign

Authored the official Lumia Dental Orthodontic Success Protocol — the multi-role training document now used to onboard all incoming coordinators.

Cosmetic Dentistry

Developed the financial presentation framework for high-value cosmetic cases, including same-day conversion strategy and financing presentation.

Endodontics

Coordinated case acceptance and patient communication for endodontic procedures — translating complex clinical urgency into patient-ready language.

Oral Surgery & Implants

Managed pre- and post-op patient communication and treatment plan presentation for surgical and implant cases across the practice.

General & Pediatric Care

Built recall and retention systems for the practice's general patient base, including family and pediatric scheduling workflows.

Periodontics

Supported periodontic treatment coordination and insurance verification — bridging clinical recommendations with financial clarity for patients.

Expertise

Skills & Tools

The technical foundation behind the results — what he works with and what he's built proficiency in across clinical coordination, operations, and healthcare administration. He also trains the people who use these tools.

Clinical Coordination

Case Presentation & Acceptance

Treatment Plan Coordination

Insurance Verification & Billing

No-Show Reduction Systems

Staff Training & Protocol Development

Operations & Business

Revenue Cycle Management

Patient Communication

Practice Scaling & Growth

Team Leadership & Onboarding

Medical & Dental Terminology

Staff Training & Curriculum Development

Practice & Patient Software

Denticon Weave Athenahealth CareCredit Financing Cherry Financing

Productivity & Admin

Microsoft Office Suite Google Workspace Slack DocuSign

CRM & Marketing

HubSpot Patient Communication Pipelines Email Sequence Strategy CRM Workflow Automation

Why Jalil

Six Reasons to
Choose Me

Results You Can Measure

$597K+ in accepted treatment plans. A 28% drop in no-shows. Average case values of $6,800–$8,900. These numbers exist because of a process — one he built, owns, and continues to refine.

He Creates Structure Where There Is None

When a gap emerged in the practice's coordination function, Jalil didn't wait to be asked. He identified what was missing, built the infrastructure from scratch — documented protocol, a training curriculum, onboarding standards — and became the operational anchor the practice didn't know it needed. That kind of initiative without a mandate is rare.

Trained by the Best

Recruited into dentistry by Dr. Raven Drummond and mentored by Annie Chung, whose operational discipline shaped the patient experience at Lumia. The rigor he absorbed on day one became the foundation he built everything else on.

Healthcare Inside-Out

Lab technician. Medical assistant. Front desk receptionist. Treatment coordinator. He has stood in every position a patient encounters — which means he understands the full care experience, not just his slice of it.

Steady Under Pressure

When Lumia Dental expanded from 7 to 14 operatories in under 3 months, Jalil was the constant — onboarding staff, maintaining patient experience, and keeping production on pace through the disruption of rapid growth. He managed this across the full scope of a Lower Manhattan practice seeing high patient volume.

Patients Feel the Difference

His approach isn't a script. It's a genuine commitment to making sure every patient understands what they need, why it matters, and what it costs — before they're ever asked to say yes. That's what builds trust. Trust is what drives case acceptance.

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I Build the Playbook

Most coordinators follow a system. I write them. My authored Orthodontic Success Protocol at Lumia Dental covers every team role — from the first patient phone call through treatment start — and is now the official training standard for incoming staff. It includes consultation structure, financial presentation strategy, same-day conversion tactics, follow-up email sequences, and tracking procedures.

Career

The Journey

High School

Youth Volunteer

Salvation Army GAINS Program · Sunset Park, Brooklyn

After-school youth development in one of Brooklyn's most under-resourced neighborhoods. His first real lesson in what showing up for other people actually looks like.

Pre-Dental

Lab Tech → Medical Assistant → Receptionist

MedRite Urgent Care · Brooklyn, NY

Worked every role across the patient journey — from clinical back office to front-facing administration. Dr. Raven Drummond came in as a patient during this time and recognized something worth investing in.

2023

Receptionist — Lumia Dental

Lumia Dental · Lower Manhattan, NYC

First dental role. Mastered patient intake, scheduling, and the front-end communication workflow under front desk manager Annie Chung. Built the patient-facing foundation that every role after it depended on.

2024

Treatment Coordinator — Lumia Dental

Lumia Dental · Lower Manhattan, NYC

Stepped into the coordinator role following a team transition. Built the financial presentation system, drove case acceptance, and authored the practice's first formal Orthodontic Success Protocol — a multi-role training document now used to onboard all incoming coordinators. Drove $597K+ in accepted treatment across 14 operatories.

2025 – Present

Patient Experience Specialist — Lumia Dental

Lumia Dental · Lower Manhattan, NYC

Elevated to oversee the full patient journey at a $520K/month practice. Responsible for staff training, protocol implementation, and consistency across every touchpoint — from first call to treatment completion.

In Progress

B.S. Business Administration

Brooklyn College · MBA Track

Pursuing a business foundation to formalize the consulting work. End goal: taking dental practices from red to black to green — the same transformation he built from the inside at Lumia.

Healthcare Foundation

MedRite Urgent Care

Before dentistry, Jalil worked every angle of a healthcare facility — three distinct roles, each one adding a layer the next one built on.

Role 1 · Lab Technician

Clinical Back Office

Processed lab specimens and ran diagnostic tests in a high-volume setting. Learned that accuracy in healthcare is not optional — every result has a patient's name behind it.

Role 2 · Medical Assistant

Patient-Facing Clinical Support

Took vitals, assisted providers, and worked directly with patients navigating pain or uncertainty. This is where he developed the calm, steady presence that patients notice — and where Dr. Drummond first took notice of him.

Role 3 · Front Desk Receptionist

Patient Experience & Administration

Managed check-in, insurance verification, scheduling, and phone intake. This final role completed his full view of how a healthcare practice runs — from a patient's first call to their last interaction. Every skill here transferred directly into dental coordination.

Case Study

Lumia Dental

$597K+

Treatment Accepted

Operatories at Peak

28%

No-Show Reduction

$8,900

Avg. Case Value

Lumia Dental is a multi-specialty dental practice located in Lower Manhattan at 160 Broadway, led by Dr. Michelle Han — offering comprehensive care spanning Invisalign and Orthodontics, Cosmetic Dentistry, Endodontics, Implants and Oral Surgery, General Care, and Pediatric services. Jalil joined as a Receptionist under Annie Chung and was mentored on the patient communication standards and operational rhythm that defined the experience at Lumia.

When Annie resigned, there was no succession plan and no formal promotion. Jalil saw what needed to exist, and built it. He documented the coordination process, created a training curriculum from the ground up, and assumed operational leadership of the function without waiting for a title to authorize it. Case acceptance climbed. No-shows dropped 28%. Average case values reached $8,900. When Dr. Han expanded from 7 to 14 operatories in November 2023, the infrastructure Jalil had built held.

He was the de facto lead coordinator at Lumia — the person every new hire learned from, and the reason the practice's patient communication operated at the level it did.

From: Jalil Lewis, Treatment Coordinator · Lumia Dental

Your Treatment Plan — Next Steps

Hi [Patient Name],

It was great meeting you today. I wanted to reach out with a clear summary of what Dr. Drummond recommended so you can review everything at your own pace — no pressure, just clarity.

Based on your exam, the priority right now is a root canal and crown on tooth #19. I know that can sound like a lot. My job is to make sure you understand exactly what's involved and what it costs before you make any decisions.

Your insurance covers approximately 60% of this procedure. Your estimated out-of-pocket balance is $680. We also offer an in-house financing option — 12 months, no interest — if that would make it easier to move forward.

One thing worth knowing: the longer this tooth goes without treatment, the more involved — and costly — the procedure becomes. I'd love to get you scheduled while it's still a straightforward case.

Reply here or give us a call. I'll be here.

— Jalil Lewis
Treatment Coordinator, Lumia Dental

The Method

Treatment Planning
Approach

Case acceptance isn't a sales technique. It's what happens when a patient feels genuinely informed, respected, and cared for.

Listen First

Before presenting anything, understand what the patient is actually worried about — cost, time, fear, or a bad past experience. The treatment plan means nothing until you know what's standing between them and yes.

Translate, Don't Summarize

Clinical language creates distance. Every diagnosis gets broken into plain terms — what it is, why it matters now, and what happens if it waits. Patients leave the consult actually understanding what they need, not just nodding along.

Present the Full Picture

Cost, insurance coverage, out-of-pocket breakdown, financing options — all of it, upfront and clearly. No surprises at checkout. When patients feel they have complete information, the decision becomes theirs to make freely.

Follow Through, Every Time

The consult is the beginning, not the end. Structured follow-up — a personal message, a genuine check-in — is where the 28% no-show reduction happened. Patients who feel remembered show up.

Mentorship & Formation

The People Who
Shaped the Standard

Dr. Raven Drummond · Associate Endodontist, Lumia Dental, Lower Manhattan

Dr. Raven Drummond

Undergraduate at Emory University. Dental School at Howard University College of Dentistry. General Practice Residency at Harlem Hospital. Postdoctoral Endodontics at Rutgers School of Dental Medicine. Associate Endodontist at Lumia Dental, Lower Manhattan, NYC.

"She had built the kind of career most people only study for. And she saw something worth investing in — before Jalil could fully see it himself."

Dr. Raven Drummond didn't just open a door — she set a standard. A Brooklyn-trained endodontist with a career built on discipline and precision, she recognized in Jalil something rare: the instinct to care before being asked to. Her decision to bring him into dentistry changed everything that followed.

Annie Chung · Front Desk Manager, Lumia Dental, Lower Manhattan

Annie Chung

"She didn't manage a front desk. She managed the standard — and everyone around her rose to meet it."

Annie Chung set the bar. As front desk manager at Lumia Dental, she ran the patient-facing operation with the kind of quiet precision that most people don't notice until it's gone — consistent follow-through, clear communication, and the ability to earn a patient's trust before ever asking for their commitment. Working alongside her showed Jalil what operational excellence actually looks like in practice.

Jalil, Annie Chung, and Dr. Drummond at Lumia Dental

The team that built the standard · Lumia Dental, Lower Manhattan

Community & Giving Back

More Than a Job

Growing up in Park Slope, Jalil understood early that community is not just where you live — it is what you choose to do for the people around you.

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Salvation Army GAINS Program

In high school, Jalil volunteered with the Salvation Army GAINS Program in Sunset Park, Brooklyn — an after-school initiative serving children in one of the borough's most under-resourced neighborhoods. His first meaningful lesson in what sustained, reliable support for other people looks like.

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Healthcare Equity in Practice

Dental care is among the most financially inaccessible forms of healthcare in the United States. Jalil has witnessed that reality firsthand — in patients who delay treatment for years, in families navigating insurance gaps, in people who have learned to simply live with pain. He has been committed, since the beginning of his career, to making sure cost is not always the final answer.

Providence House — A $30,000 Pro Bono Case

Providence House is a Brooklyn-based organization with over 40 years of experience supporting women rebuilding their lives after incarceration, domestic violence, and housing instability. A case manager there contacted Lumia Dental on behalf of a resident who had never received comprehensive dental care. Decades of deferred procedures had compounded into a treatment plan exceeding $30,000.

Jalil coordinated every aspect of the case. Every appointment. Every specialist referral. Every conversation with a patient who had spent her life being told this level of care wasn't available to her. The practice absorbed the cost entirely. She received full, comprehensive care — every procedure, completed, at no cost to her.

He doesn't mention it for recognition. He mentions it because it clarified, more than anything else he's done professionally, what treatment coordination is actually for. It's not purely a revenue function. At its core, it's the moment when a person decides whether they trust the system enough to take care of themselves. His job is to make that decision easier.

"That case is his north star. When he talks about why this work matters, he comes back to that woman — and what it meant to finally be able to say yes, when the answer had always been no."

Testimonials

What People
Say

★★★★★

"Jalil has a rare quality of presence — patients feel cared for, not processed. I recognized it across a desk at MedRite before he ever set foot in a dental practice. It hasn't changed."

Dr. Raven Drummond

Associate Endodontist · Lumia Dental, Lower Manhattan

★★★★★

"I watched Jalil absorb everything quickly and apply it with real judgment. When I left, he didn't wait for someone to step in — he stepped up on his own and built something more structured than what existed before. The initiative he showed is what separates people who do the job from people who improve it."

Annie Chung

Former Front Desk Manager · Lumia Dental, Lower Manhattan

★★★★★

"He walked me through my entire treatment plan — what it was, why it mattered, exactly what it would cost. I left that appointment confident. I never felt pressured for a second."

Lumia Dental Patient

Brooklyn, NY

Jalil
Lewis

The Operator Behind
the Results

Numbers That
Tell the Story

Revenue Trajectory

The Patient Experience
System

Six Specialties.
One Standard.

Skills & Tools