Your Italian Patient CoordinatorWho They Are, What They Do, When They Answer

The promise on one line

Every Italian Stunning Dentistry patient has a single named Italian-speaking coordinator, assigned at enquiry, who remains their coordinator from first email to 24-month post-treatment review. You are not handed off between departments. You are not greeted by a call centre. You have one person, one phone, one email, one WhatsApp thread.

Meet the Italian-speaking coordinators

We currently have two full-time Italian-speaking coordinators on the European team:

Greta Lombardi

Based in Milano, Italia. Madrelingua italiano. Professional English (C2), functional German (B2). Graduate in Global Health Studies from Università Cattolica del Sacro Cuore, Milano; eight years of medical coordination experience across Italian private healthcare and international medical tourism. Works 8:30 AM–6:30 PM CET, Monday to Friday, with alternate Saturday morning availability for pre-travel pack sessions.

Greta has been primary coordinator on 13 of the 23 completed Italian cases (a small number of cases are co-coordinated with Lucia during the European summer or Christmas period). She has personal experience with Hyderabad, having visited our clinic twice for immersion, and speaks conversational Hindi at a tourist level.

Lucia Moretti

Based in Lugano, Svizzera (for logistical reasons, a base in an Italian-speaking city that is also timezone-flexible for on-call coverage). Madrelingua italiano e francese (she grew up in Lugano with a Ticinese father and a Valdostana mother). Professional English (C2). Graduate in International Relations from Università della Svizzera italiana (USI), Lugano; six years of experience between the Red Cross Geneva and a private medical concierge service in Milano.

Lucia handles cases for Italian patients based in the north-east (Veneto, Friuli-Venezia Giulia, Trentino-Alto Adige), in Svizzera italiana, and in Lombardia when Greta is at capacity. She has coordinated 14 of the 23 completed Italian cases.

The European backstop

When both Greta and Lucia are unavailable (simultaneous leave, which happens about 4 weeks per year total), Italian-speaking cover is provided by one of our two French-speaking coordinators (both of whom have B2 Italian) and, for clinical questions specifically, by the senior clinical operations lead in Hyderabad (who can be briefed rapidly in English).

Working hours and response guarantees

Business hours

Italian business hours are 8:30 AM–6:30 PM CET (9:30 AM–7:30 PM CEST during summer time). Coordinator response time during these hours is within 4 Italian business hours for all enquiries; in practice, the average response on 2025 Italian cases was 47 minutes.

Out-of-hours

For non-urgent matters outside business hours, you receive an automatic acknowledgment within 30 minutes confirming your message has been received and indicating when your coordinator will respond (typically first thing next business day).

For urgent matters out of hours, there is a 24/7 clinical emergency line, see the emergency support page for details. The clinical emergency line is staffed by the Hyderabad operations team, who will either handle your matter directly or wake a coordinator for escalation if needed. The emergency line has been activated 11 times across all 924 cases; we would rather you call and not need it than need it and not call.

WhatsApp as the default

For most Italian patients, WhatsApp is the easiest mode. Your coordinator gives you their direct WhatsApp number on day one of the engagement, and most conversation happens there: quick photos, quick questions, scheduling. We reserve email for things that need formal documentation (quote, treatment plan, discharge pack).

Voice calls are used for the three main video consultations (initial scoping, treatment plan review, pre-travel brief) and any time you want to have a conversation rather than exchange text.

What your coordinator actually does

The coordinator role is broader than the English word "receptionist" suggests. In practice:

Clinical interface

• Triages your initial enquiry and routes to the appropriate lead clinician.
• Briefs the clinician before each of your video consultations so you do not have to re-explain your case.
• Translates where you prefer Italian, both real-time during calls and in written materials.
• Liaises with your Italian odontoiatra when consent is given, including drafting the introductory letter on letterhead.
• Books your flights, hotel, transfers, and visa.
• Handles any rebooking required for medical or personal reasons.
• Coordinates your companion's travel if applicable.
• Manages pre-travel briefing and packing guidance.
• Manages your invoicing and payment processing, including bonifico internazionale, carta di credito, and where applicable specialist finance handover (Findomestic, Agos, Compass, Younited Italia, Pagolight).
• Issues the fattura detrazione-compliant that you need for your 19% IRPEF detrazione su spese sanitarie (including the required specification of bonifico tracciabile so that your commercialista or the Agenzia delle Entrate accepts it without issue).
• Liaises with your fondo sanitario integrativo (UniSalute, RBM Salute, Generali Welion, Fondo Est, FASI, FASDAC, Cassa Galeno, Fondo Mario Negri) for direct reimbursement where possible, or provides you the required documentation for a reimbursement claim otherwise.

Administrative

• Produces all the documentation you need for insurance, tax, and Italian records, feuilles di fatture, certificati di trattamento, reports.
• Coordinates your warranty events if they arise.
• Maintains your patient record and ensures it is accessible to the clinical team whenever you need it.

Ten specific things Italian patients often ask about

Based on our log of enquiries across 23 completed Italian cases plus 74 total Italian enquiries, these are the ten most common coordinator questions:

1. « Posso pagare con bonifico e avere la detrazione 19% su spese sanitarie? » Sì, la fattura italiana che emettiamo tramite la nostra entità di fatturazione EU include tutti i dettagli richiesti dall'Agenzia delle Entrate, il pagamento è via bonifico tracciabile, e i nostri pazienti italiani hanno ottenuto la detrazione senza problemi. Il vostro commercialista può confermare in base alla vostra situazione fiscale personale.

2. « Il mio fondo sanitario integrativo copre una parte del trattamento? » Dipende dal fondo e dal piano specifico. UniSalute, RBM Salute, Generali Welion, Fondo Est, FASI, FASDAC, Cassa Galeno, Fondo Mario Negri, abbiamo esperienza con tutti questi. Ogni fondo ha massimali annuali e categorie di spesa coperte; la copertura implantare va generalmente da €300 a €2.000 per impianto, con varianti. Possiamo pre-approvare il trattamento con il vostro fondo in 5–10 giorni lavorativi italiani.

3. « Il volo più corto da Milano/Roma a Hyderabad? » Da Milano MXP, Qatar Airways via Doha (12.5 ore totali) o Emirates via Dubai (14 ore totali). Da Roma FCO, Emirates via Dubai (13.5 ore totali) o Qatar via Doha (13 ore totali). Da Venezia VCE, una rotta singola via Dubai con Emirates esiste ma è meno frequente; più comune è il collegamento Venezia-Roma-Dubai.

4. « Il mio odontoiatra di casa è preoccupato per la responsabilità. Come si gestisce? » Il quadro giuridico italiano sotto la FNOMCeO e la Commissione Albo Odontoiatri (CAO) distingue chiaramente tra responsabilità del trattamento originario e responsabilità delle cure di routine. Il vostro odontoiatra non diventa responsabile del lavoro che non ha eseguito. Una lettera da noi al loro assicuratore professionale (UnipolSai, Generali, Allianz, AXA, Cattolica) risolve il dubbio nella maggior parte dei casi. Se il vostro odontoiatra rimane esitante, possiamo organizzare una videoconsulenza odontoiatra-a-odontoiatra con il nostro clinico, in italiano.

5. « Il mio coniuge può accompagnarmi? » Sì. Emettiamo una lettera di invito che supporta l'e-Medical Attendant Visa (e-MED-ATT). Fino a due accompagnatori per paziente sono permessi dalla normativa indiana. L'albergo è incluso a tariffa doppia senza costo aggiuntivo, la prima colazione è inclusa per entrambi.

6. « Quanto tempo devo stare fuori dal lavoro? » Per la prima visita (chirurgica): 10–14 giorni in Hyderabad più 3–5 giorni di jet-lag al ritorno, quindi circa 3 settimane totali. Per la seconda visita (ponti finali): 10–14 giorni in Hyderabad più 2–3 giorni al ritorno, quindi circa 2 settimane totali. Per patologie che richiedono aspettativa mutualistica, emettiamo un certificato medico in italiano compatibile con i requisiti INPS/INAIL.

7. « Se cambio data di ritorno? » Nessuna penalità dal nostro lato. Il costo del biglietto aereo potrebbe cambiare (dipende dalla compagnia aerea e dalla tariffa scelta). Vi prenotiamo con compagnie e tariffe che permettono modifiche con costo minimo (Emirates Economy Saver, Qatar Classic Plus).

8. « Se ho un'emergenza medica non dentale durante il soggiorno? » Linea di emergenza 24/7, convenzioni con AIG Hospitals Gachibowli, Apollo Hospitals Jubilee Hills, e KIMS Hospitals Secunderabad. La vostra assicurazione viaggio italiana viene contattata direttamente; non pagate di tasca. Il vostro coordinatore vi raggiunge all'ospedale e traduce se necessario.

9. « Se devo annullare? » Il deposito 10% è interamente rimborsabile fino a 60 giorni dalla prima data di viaggio. Dopo 60 giorni, 50% rimborsabile fino a 30 giorni dalla data di viaggio. Entro 30 giorni, il deposito non è rimborsabile ma è accreditato su trattamenti futuri fino a 3 anni.

10. « Siete regolati in Italia? » La nostra struttura clinica è in India, non in Italia. Ma siamo registrati come fornitori sanitari EU per fini di fatturazione tracciabile conforme all'Agenzia delle Entrate; le nostre fatture sono detrazione-compliant sotto l'art. 15 TUIR; aderiamo agli standard EAO (European Association for Osseointegration) e SIdP; operiamo sotto un codice di condotta pubblicato in italiano.

The escalation chain

If at any point your coordinator is not able to resolve something, or if you prefer to escalate for any reason, there is a clear path:

1. Your coordinator (Greta or Lucia), first line.

2. Anjali Reddy, our team lead for European patient coordination, escalation 1. Fluent English, professional Italian (B1/B2). Reviews complex cases weekly.

3. Dr. Kiran Madhav, Director of Patient Services, escalation 2. Clinical decisions, complaints, anything of significance.

4. Dr. Sai Krishna, founder and Clinical Director, escalation 3. Available to Italian patients on request. In 23 Italian cases, four patients have chosen to speak directly with Dr. Krishna (always at their request; always a positive conversation).

All escalation is free. You do not need to justify why you want to escalate. If you ask to speak with someone more senior, we connect you.

What your coordinator will never do

Your coordinator will never:

• Pressure you to make a decision. If you need time, you take time. We do not use scarcity or urgency tactics.
• Withhold information. If you ask about outcomes data, complication rates, or costs, you get the answer in writing within 4 Italian business hours.
• Refuse to involve your Italian odontoiatra. If you want them involved, we involve them. If your Italian odontoiatra wants to speak to us without your presence first, we coordinate with your permission.
• Charge for support during your stay or afterwards. Coordinator time is included. There is no hourly meter.

Sources: Stunning Dentistry European patient coordination team records Q1 2026; Italian patient case records 2021–2026 (74 total enquiries, 23 completed cases); response time audit March 2026.