©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Dental Office Management Chapter 36

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Reception Area “Waiting room” has negative connotation Colors, design, and seating should be relaxing and comfortable Magazines should be interesting and current Americans with Disabilities Act

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Dental Receptionist and Business Office Staff Dental receptionist –Organizes time and multitasks –Communicates effectively, listens, and observes patients –Responds to upset patients

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Dental Receptionist and Business Office Staff Job description of dental receptionist –Greet patients –Assist patients with paperwork –Answer telephone and take messages –Maintain patient charts and records

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Dental Receptionist and Business Office Staff Dental office bookkeeper –May double as receptionist –Handles office finances Accounts receivable and payable –Manages inventory and supplies

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Dental Receptionist and Business Office Staff Dental office bookkeeper –Must be organized, have knowledge of dental services, and communicate effectively –Must possess knowledge of office equipment

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Dentistry Marketing Newsletters Giveaways Referral thank-you notes Special occasion cards Patient photographs Postcards from patients Coupons for dental services Refrigerator magnets

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. U.S. Postal Service Small business plans –Deferred payment plans –Online payments –Cash-on-delivery (COD) –Certified mail/certificate of mailing –Delivery confirmation

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. U.S. Postal Service Small business plans –Insured mail –Registered mail –Restricted delivery –Return receipt

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Telephone Technique Basic techniques: –No eating or drinking while on phone –Answer within two or three rings –Smile –Speak directly into mouthpiece

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Telephone Technique Basic techniques: –Use same volume as if speaking directly to patient –Enunciate, speak at a normal rate, and use good manners –Listen carefully, use caller’s name, and allow caller to end call

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Telephone Technique Answering calls Placing caller on hold Taking messages Placing outgoing calls Placing long-distance calls Handling English as second language Using telephone and business office technology

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Dental Check Why is telephone communication important in the dental office? –It is often how patient gets a first impression of the office and the degree of professionalism of office staff –Accuracy in communicating with the dentist and staff is critical to patient care

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Business Office Systems Common dental office software Database management Computer safety © Cengage Learning 2013

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Patient Scheduling Appointment books and entries Computer scheduling Recall patients

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Dental Records Management Equipment and supplies for record management –Files –File cabinets –Patient chart filing Record confidentiality Daily schedule

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Dental Records Management Mandatory electronic record keeping by 2014 The American Recovery and Reinvestment Act Penalties will apply in 2015 due to noncompliance Dentrix Eaglesoft

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Accounts Receivable Patient fees –Usual –Reasonable –Customary Professional courtesy

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Patient Account Management Pegboard system of account management –Section 1: Patient transactions –Section 2: Deposits –Section 3: Business analysis summary –Section 4: Daily transactions totaled –Section 5: Accounts receivable balanced

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Patient Account Management Computer system of account management –Monthly billing –Financial information

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Patient Account Management Dental insurance Capitation program Contract fee schedule plan Direct reimbursement plans Managed care plans

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Patient Account Management Submitting dental insurance claims Dental service payment Collection management Special collection situations Recording payments

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Accounts Payable Overhead Gross income Net income Expenses –Fixed –Variable

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Accounts Payable Inventory supply systems –Shelf life –Item price –Unit price –Bulk price

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Accounts Payable Inventory supply systems –Price break –Lead time –Rate of use –Reorder point

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Accounts Payable Account payment Petty cash Payroll

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Staying Current Keep up with new dental practices by attending seminars, doing research, and attending meetings Connect to office with mobile services Have office web page for patients Web conferences

©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Dental Check Discuss the pros and cons of electronic recordkeeping.