1. ©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

2. ©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

3. ©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

4. ©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

5. ©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

6. ©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

7. ©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

8. ©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

9. ©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

10. ©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

11. ©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

12. ©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

13. ©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

14. ©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

15. ©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

16. ©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

17. ©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

18. ©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

19. ©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

20. ©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

21. ©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

22. ©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

23. ©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

24. ©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

25. ©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

26. ©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

27. ©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

28. ©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.