Dental Office ManagementDA 129W
Prerequisite: DA 123 and DA 123L with a "C" (2.0) minimum grade. Emphasizes fundamental office skills in managing patient and business records, handling the telephone and visitors, controlling the appointment book, and processing dental claim forms. Includes basic financial procedures and computer use. (30-0)
Outcomes and Objectives
Identify business responsibilities and personal characteristics.
- Describe the role, qualifications, personal characteristics and primary responsibilities of the business assistant as a member of the dental health team.
- Relate human relations to dental office productivity and personnel morale.
- During a class self-assessment activity, determine personal assets and goals, which make you a good candidate for Dental Assisting position and list characteristics, which you feel, could use improvement and development.
Record/manage accounts receivables.
- Compare the terms bookkeeping and accounting.
- Describe three basic types of bookkeeping systems used in dentistry; their advantages and disadvantages.
- Describe the pegboard system, its components, and techniques used in managing the pegboard bookkeeping system.
- Given pegboard forms and a variety of hypothetical entries to be made, record the entries with no errors.
Maintain a collection policy system.
- Explain the value and use of financial statements, when statements are sent to patients, and types of statements used in dentistry.
- Compare the value of itemized nonitemized statements in management of potential problems.
- Explain elements of a well defined credit policy.
- Describe four common payment policies used in dentistry and the benefits or disadvantages of each type.
- Describe collection procedures used in dentistry:
Prepare dental insurance claims.
- Explain the value of dental insurance to the improvement of dental care and health since the early 1900's.
- Describe the four parties involved in dental prepayment and the role of each to the other.
- Identify four types of coverage prevalent in dentistry, their functions, benefits, and disadvantages.
- Use dental insurance terminology in discussing dental prepaying procedures.
- Given a standardized claim form, identify each part and the necessary patient information to be used in processing the form.
- Explain the function of the Code on Dental Procedures and Nomenclature.
- Given a Code booklet and a variety of treatment procedures, select codes to complete a dental claim form with no errors.
- Explain how the dentist receives payment for services through dental insurances.
- Describe the Medicaid claim forms, and special procedures to complete the forms for acceptance by Medicaid.
- Given a standardized claim form and hypothetical information, and using the guidelines for preparing claim forms, complete the form with no errors.
Maintain an inventory system.
- Define the three categories of dental supplies and equipment.
- Compare the advantages and disadvantages of ordering supplies through dealer purchases and discount houses.
- Explain the value, economically and managerially, for maintaining supply and equipment inventories.
- Describe inventory systems for capital equipment and expendable/nonexpendable supplies.
- Explain methods to establish a reorder point in the inventory system.
- Describe the business assistant's responsibility when supplies are received, when supplies are back ordered from the company, and for returning goods to the supplier for credit.
- Given several dental and business supply names, design an inventory system and reorder point with no errors.
Maintain an accounts payable system.
- Describe the procedures to prepare a monthly expense sheet and a yearly summary.
- Explain the purpose of maintaining payroll records and the employee earnings record.
- Using tax tables, determine for a hypothetical employee the gross and net wages, including the appropriate deductions to be made for each tax category.
- Explain the depositing procedure for withheld income tax, Social Security tax, and federal unemployment tax.
- Given work sheets and data, complete a monthly expense sheet, a yearly summary, and payroll record with no errors.
- Given a W2 form for yourself, complete a W2 form with no errors.
Manage banking procedures.
- Identify each part of a business and personal check.
- Given a blank non-negotiable check, write a check and complete the check register or stub information with no errors.
- Recognize various types of check and characteristics each should possess for acceptance.
- Explain the use of credit cards as payment for services rendered.
- Given deposit slip data, prepare a slip for deposit.
- Endorse checks received prior to making deposit.
- Describe the steps to reconcile a bank statement.
- Given a statement and data, reconcile a hypothetical bank statement so the bank and checkbook register agree.
- Describe the petty cash account and if it is controlled for minor cash disbursement.
Utilize a computer for dental office management.
- Explain the value and benefits of computer usage in a dental office.
- Identify the major components of a computer.
- Operate a computer.
- Complete the Eaglesoft
Recognize components and value of an office manual.
- Explain the value of a procedure manual in maintaining office relations and efficiency.
- List components of an effective office procedure manual.
- Explain the rationale for a personnel policy and for making the policy public and understood by all employees.
- Describe the office staff meeting, its purpose and value, and how it should be conducted.
- Discuss techniques to evaluate eligibility and ask for a raise.
Maintain a safe and positive dental office environment.
- Relate leadership to effective office communications and work interactions.
- Describe behaviors, which produce barriers and ineffective interactions in the dental office.
- Describe interpersonal characteristics and job duties of the receptionist or assistant in the management of patients.
- Explain possible psychosocial factors that contribute to patients' attitudes toward oral health and dental care.
- Given hypothetical dialogues and/or role play situations, describe/demonstrate interactive and communication relationships between.
- Describe verbal and non-verbal communication as determinants of effective or ineffective interaction between health professionals and with the patient.
- Describe the importance for and method to maintain professional distance and create professional closeness with co-workers and the patient.
- By means of goal setting activities, identify a personal plan to integrate professional qualities in work and continued education.
- Identify bases of interpersonal problems between:
- Explain the role of patient education to developing positive attitudes and behaviors in patients.
- Evaluate the effect of the following office environmental conditions on patient management:
Use effective verbal communications.
- Describe "phonogenic" characteristics for effective telephone communications.
- Explain techniques to create a good image over the telephone.
- Manage, by role-playing, incoming phone calls for various hypothetical situations given in class. Using a check sheet, peer critique and discussion will be used to assess quality of phone etiquette.
- Describe the method to record accurate phone messages.
- Present an oral presentation to the class:
Control appointment schedules.
- Explain the components of the appointment book matrix to organize the appointment book.
- Explain the information necessary to enter in the appointment book when scheduling appointments.
- Describe the preparation and use of the appointment card, daily schedule, call list and treatment plan.
- Explain rules to follow in maintaining efficient appointment book control.
- Given a variety of hypothetical appointment scheduling situations and a blank schedule book, schedule the appointments according to the rules and procedures outlined in text and lecture with no errors.
Manage patient records.
- Explain the value and importance of dental records management.
- Describe the forms and items included in a clinical record.
- In accordance with the statute of limitations, state the best policy for retaining inactive records.
- Describe the procedure to transfer patient records to another location outside the dental office in which the records were collected.
- State a responsible and professional philosophy in valuing patients' right to privacy.
- Explain how the accuracy and completeness of thorough records provides the best liability insurance for the practitioner.
- Given a variety of forms, identify name and use of each.
Organize and file informational material.
- Describe the five filing methods and their advantage in each for filing specific information.
- Describe methods and equipment design used in store filed material.
- Explain procedures to transfer and retrieve filed material.
- List filing hints for efficient file management.
Record patient information onto a clinical chart.
- Correctly record patient information and services rendered onto charts.
- Realize the importance of accurate records management.
- Identify correct symbols commonly used to chart condition in the oral cavity as dictated by dentist.
Manage a recall system.
- Explain the value to the patient and the dentist to recall patients periodically to the dental office.
- Describe the procedure and function of the three recall systems, including the advantages and disadvantages of each.
- Given a variety of hypothetical recall situations and a system, set up a recall system with no errors according to guidelines given in the text.
Effective written communication.
- Describe procedures to manage incoming and outgoing mail using United States Postal Service and United Parcel Service.
- Explain the use of a postage meter.
- Relate written communications to developing rapport and public relations with patients, professionals, and the community.
- Explain the purpose for a written and distributed office policy.
- List characteristics of a professional written business communication.
- Given a hypothetical business situation, write: