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DENTAL OFFICE ADMINISTRATION JOB DESCRIPTION
Appointment scheduling and confirming patients for their dental and recare appointments.Answers the phone.Greets patients as they arrive.Discusses financial and treatment options with the patient.Organizes in coming and outgoing mail.Maintains positive front office appearance.Maintains correct and up to date patient chartsOversees recare/ recall systemMaintains patient referrals.Maintains financial records, accounts receivable and payable.Performs weekly , daily, and monthly billing proceduresSubmits Insurance
PROFESSIONALISM
How you act, talk, dress, and work will determine whether you are a professional… Treating patients and co workers with respect.Your overall attitude and the work you do.Arriving promptly and doing your absolute best everyday.Well groomed appearance examplesMinimal make up , no heavy perfume, closed toed shoes, minimal jewelry, clean not wrinkled uniform.Promptness .. showing up on time Using your time wiselyNot using the internet or texting while at work for personal entertainment.Being willing to help out regardless if it’s not what you usually do.
CONTINUED …
Now who would you want to work on you, your family and friends?
OTHER CHARACTERISTICS OF A PROFESSIONAL…
HonestyAttention to detailRespecting patient confidentiallyShowing empathy to the patientPositive attitudeTeamwork High moral and Ethical standards
80% OF COMMUNICATION IS NON-VERBAL
•Spatial relations
•Postures and positions
•Facial expressions
READING NON-VERBAL COMMUNICATION
Patients are always aware of our non-verbal communication even if we are not
We must be aware of theirs as well
Due to the difficulty of verbal communication during dental treatment, you must become skilled at reading the patient’s non-verbal cues
Communication Process1. The sender
Initiates the communication
2. The message Spoken, written, or shown
3. The channel The recipient receives the communication by
visual, auditory, or physical means
4. The receiver Interprets the message
Communication in the Dental Practice
1. Verbal
2. Non verbal
3. Written
Communication Cues
Open Communication • Direct eye contact• Open hands• Smiling• Affirmative head
nodding• Paying attention to
speaker
Closed Communication• Avoidance of eye
contact• Arms folded • No response to sender• Looking around the
room
Telephone skills
• Answer phone with in two to three rings.
• Identify who you are to the caller.
• Answer in a polite and pleasant tone.
• Call patient by name when speaking to them.
• Be prepared to write down important information.
• Always ask if you can place patient on hold , never put patient on hold for long periods of time.
• Thank patient for calling
Communicating with Colleagues • ALWAYS BE PROFESSIONAL– Never speak negatively about
co-workers– Never speak poorly of other
offices and their work
• Use Proper Terminology – You are educated. Sound like
it.“the upper back tooth next to the gums” vs “the buccal of #2 in the cervical area”
Communicating with Colleagues“transfer of control”
Catch the doctor up to speedWho the patient is and
why they are there“This is Mrs. Smith. She is here for a
MO on #18.”Catch the front desk up
to speedWho the patient is, what
procedures were completed, and further treatment needs
“This is Mrs. Smith. We completed the restoration on #18. She would like to schedule an appointment for the treatment planned restoration on #28”
Two Kinds of Doctor Leadership Styles
Participatory
Vs
Authoritative
Participatory does not mean “nice”Authoritative does not mean “mean”
Participatory DoctorDoc shares decision making with staff
Doc has high expectations for staff
Doc control of staff is low
Doc has high feedback from staff
examples
Authoritative DoctorDoc makes all decisions
Staff has no role in decision making
Doc has high control of staff
Doc wants NO feedback from staff
examples
Communicating with PatientsALWAYS BE
PROFESSIONALuse proper grammarNever use vulgar language
or termsNever refer to patients
as a procedure. “The initial is here” vs “Mr.
Smith is here for a initial exam”
Avoid words patients do not understand
Never talk down to or lecture a patient
Communicating with Patients• Keep yourself at eye level
when possible• Use visual aids when
appropriate– Intra-oral cameras are a must
• Never make fun of or criticize patients with other patients or co-workers
• Avoid appearing rushed or frazzled– Keep eye contact with patient
while talking or listening
Written Communications
Business Letter Format
1. Return address2. Date3. Letter address4. Salutation5. Body of letter6. Complimentary Close7. Signature
Common Dental AbbreviationsCC: chief complaintMed hx: medical historyRMH: reviewed medical historyTx: treatmentDx: diagnosisRBAC: risk, benefits, alternative treatments, & consequencesPOIG: post operative instructions givenRx: prescription RCT: root canal treatmentPFM: porcelain fused to metal FPD: fixed partial dentureRPD: removable partial dentureCD: complete dentureSRP: scaling and root planingProphy: prophylaxis (cleaning)
INFORMED CONSENT
•The patient should know the risks, benefits, alternative treatments, and consequences (RBAC) before treatment begins
•Many patient fears stem from confusion about or entirely not understanding their treatment needs
•Ask for permission and appropriately explain what you are doing before you do it
MAKE THE PATIENT THE FOCUS
•People love to talk about themselves
•Patient should be doing most of the talking
•Help the patient feel like they are involved and in charge of their treatment
•Ask for permission and appropriately explain what you are doing before you do it
•Must use good listening skills
WHAT TO BE LISTENING FOR
•Patient needs and concerns •Always address and when possible resolve the patient’s chief complaint
•Accurate information when recording medical history and/or pain symptoms
•Interests, job, kids…•Make notes so you can ask follow up questions at next appointment
WRITING TREATMENT NOTES
1. What the appointment was for and why Be descriptiveShould include diagnosis (i.e. recurrent decay, periodontal disease,
irreversible pulpits)
2. What you did step-by-step
3. What materials did you use
4. What medications or Rx did you give the patient.Injection, pain medication, antibiotic prophylaxis
Common Outlines
P.A.R.T.S.P = planned txA = assessmentR = Rx/medications givenT = tx doneS = (suspense) next visit
S.O.A.P.S = subjective (what the pt
tells you)O = objective (what you see)A = assessment (diagnoses)P = Plan (planned tx and
what is actually done)NV = next visit
P.A.R.T.S.
P: pt presents for DO composite on #20A: RMH: no changes. BP: 130/84. #20 has a shallow, old, amalgam, DO restoration w/ recurrent decayR: 1.5 x 1.8 cc 2% lido w/ 1:100,000 epi. 400 mg Ibuprofen when pt gets homeT: used cotton role isolation. Removed existing restoration and decay. Used carries indicating dye. Placed matrix band and wedged. Etched, bonded, and placed B2 composite. Removed flash and checked occlusion using articulating paper. Adjusted and polished restoration.S: O composite on #31HH/KM
S.O.A.P.S: Pt presents because “my tooth hurts.” Pt states that upper right molar has been
keeping her up at night for 3 days due to throbbing pain. Pt states that she is at an 8 on a pain scale of 0-10.
O: RMH: see form. BP: 124/76. Pt right cheek is slightly swollen. #2 has large carious lesion visible clinically. Took PA of #2 w/ lead apron on. PA shows carries to the pulp.
A: #2 has irreversible pulpits and is non-restorable due to loss of healthy tooth structure. #2 needs to be extracted. RBAC w/ pt. Pt encouraged to seek comp care.
P: 2 x 1.8 cc 4% septo w/ 1:100,000 epi. Performed simple extraction using elevators and forceps. Tooth delivered to the B. Socket was irrigated and compressed. Homeostasis was achieved using 2x2 guase. POIG. Rx: 16 Lortab 5/5000 q6h prn pain.
Nv: comp examHH/KM
MOST COMMON WAY
Pt presents for DO composite on #20. RMH: no changes. BP: 130/84. #20 has a shallow, old, amalgam, DO restoration w/ recurrent decay. 1.5 x 1.8 cc 2% lido w/ 1:100,000 epi. Used cotton role isolation. Removed existing restoration and decay. Used carries indicating dye. Placed matrix band and wedged. Etched, bonded, and placed B2 composite. Removed flash and checked occlusion using articulating paper. Adjusted and polished restoration. 400 mg Ibuprofen when pt gets homeNV: O composite on #31HH/KM
IN CLASS ASSIGNMENTPt comes for ML composite on #8 due to decay. Pt BP was 118/76. The doctor uses 1 carpule of septocaine and places B2 composite. Next visit is O composite on #31.
Please write the treatment note.
