Practice Management for the Dental Team

Front Cover......Page 1
Practice management for the dental team......Page 5
Copyright......Page 6
Contributors and reviewers......Page 7
Dedication......Page 8
Preface......Page 9
Acknowledgments......Page 12
Table of Contents......Page 13
Key terms......Page 19
Dental assistant......Page 20
Dental hygienist......Page 21
Emerging dental workforce models......Page 22
Dentistry as a service profession......Page 24
General dentistry......Page 25
Specialties of dentistry......Page 26
How to start a practice......Page 27
Recommended websites......Page 29
Establishing practice goals and objectives......Page 30
Practice by a set of values......Page 31
Know how to follow......Page 32
Acceptance of a culturally diverse population......Page 33
Effective listening......Page 34
Willingness to be a team player......Page 35
Organizational culture......Page 36
Business office etiquette......Page 37
The “five Rs” of management......Page 38
Functions of an administrative assistant......Page 39
The ethical administrative assistant......Page 40
Channels of communication......Page 41
Empowering employees......Page 42
Conducting a staff meeting......Page 43
Advantages of hiring a skilled administrative assistant......Page 44
Maintaining daily schedules......Page 45
Guidelines for a procedural manual......Page 46
Writing a job description......Page 47
Interviewing prospective employees......Page 50
Pre-employment testing......Page 51
Concluding an interview......Page 54
New employee training......Page 55
Terminating an employee......Page 56
Recommended websites......Page 57
Maslow’s hierarchy of needs......Page 58
Locus of control......Page 60
Common obstacles......Page 61
Defensiveness......Page 62
Embarrassment......Page 63
Managing the patient’s special needs......Page 64
Recognizing abuse......Page 65
Reception room appeal......Page 66
Contents of an office policy......Page 67
Designing an office policy statement......Page 68
Marketing......Page 69
Identifying objectives for the website......Page 70
Enthusiastic attitude......Page 72
Newsletters as marketing devices......Page 73
Bibliography......Page 74
Key terms......Page 75
Classifications of law......Page 77
Overview and definitions......Page 78
Dental practice act......Page 79
American dental association principles of ethics and code of professional conduct......Page 80
American dental hygienists’ association code of ethics......Page 81
Vigilance......Page 82
Informed consent......Page 83
Informed refusal......Page 84
Managed care......Page 85
Abandonment......Page 87
Fraud......Page 88
Invasion of privacy......Page 89
Americans with disabilities act......Page 90
Sexual harassment......Page 91
Workplace bullying and disruptive behavior......Page 92
Recommended websites......Page 93
Key terms......Page 94
Computing devices and other hardware......Page 95
Data......Page 99
Storage media......Page 100
Profitability of the information system......Page 102
App (application) and software selection......Page 103
Clinical records applications......Page 112
Recommended websites......Page 114
Physical environment......Page 115
Seasonal affective disorder......Page 116
Design of the reception room......Page 117
Business office work triangle......Page 118
Design of the business office......Page 120
Principles of time and motion......Page 122
Basic principles......Page 123
Health and safety issues......Page 125
Recommended websites......Page 127
Key terms......Page 128
Overview of a records management system......Page 129
Health insurance portability and accountability act......Page 130
Clinical records......Page 131
Patient registration and health history forms......Page 132
Treatment record/clinical notes......Page 136
Dental diagnosis, treatment plan, and estimate......Page 137
Medication history and prescriptions......Page 138
Refusal of treatment......Page 139
Test results......Page 140
Types of clinical data entries......Page 141
Tooth nomenclature......Page 143
Palmer notation system. ......Page 144
International standards organizational system/fédération dentaire internationale system. ......Page 145
Tooth surfaces......Page 146
Records transfer......Page 147
Recommended websites......Page 150
Key terms......Page 151
Basic steps......Page 152
Records retention......Page 154
Selecting the appropriate filing system......Page 155
Equipment......Page 156
Managing workstation records effectively......Page 158
Recommended websites......Page 159
Key terms......Page 160
Congratulatory letters......Page 161
Selecting stationery supplies......Page 166
Characteristics of an effective letter......Page 170
Inside address......Page 172
Salutation......Page 173
Keyboarded signature......Page 174
Types of copy notations......Page 175
Capitalization......Page 176
Names......Page 179
Developing the letter......Page 180
Proofreading the letter......Page 181
Storing the document......Page 184
Address format......Page 185
Basic considerations......Page 186
Basic considerations......Page 188
Manuscripts......Page 189
Dictation and transcription......Page 192
First-class mail......Page 193
Registered mail......Page 194
Facsimile......Page 195
Processing incoming mail......Page 196
Managing mail in the dentist’s absence......Page 197
Recommended websites......Page 198
Key terms......Page 199
Forms of communications in dentistry......Page 200
Telephones......Page 201
Speakerphone. ......Page 202
Music on hold. ......Page 203
Pagers......Page 204
How does it work?......Page 205
Telephone directories......Page 206
Speaking voice......Page 207
Creating a good image......Page 208
Managing incoming calls......Page 209
Managing outgoing calls......Page 212
Personal telephone calls......Page 214
Social media......Page 215
Recommended websites......Page 216
Key terms......Page 217
The electronic appointment book......Page 218
Designing the appointment book matrix......Page 221
Block scheduling......Page 224
Young children......Page 225
Scheduling for productivity with delegation......Page 226
Patients who arrive on the wrong day......Page 227
Broken appointments......Page 228
Confirming appointments......Page 229
Patient information......Page 230
Services......Page 231
Appointment card form and preview button......Page 234
Scheduling patients in an advanced-function practice......Page 235
Recommended websites......Page 237
Key terms......Page 238
Capital equipment inventory control......Page 239
Automated inventory systems......Page 240
Card system......Page 243
Determining supply quantity......Page 245
Receiving supplies......Page 246
Back-ordered supplies......Page 247
Inventory evaluation......Page 249
Dental suppliers......Page 252
Key terms......Page 253
Advanced appointment system......Page 254
Mail recall system......Page 255
Electronic recall files......Page 257
Bibliography......Page 258
Key terms......Page 259
Fraud by accident or ignorance......Page 260
Reasonable and customary/usual and customary......Page 261
Licensed to teach codes......Page 262
Important boxes for clinicians on an ada claim form......Page 263
Structure of a dental plan......Page 264
Ada dental claim form (2012 © american dental association) completion instructions (abbreviated)......Page 265
Steps to file accurate claims forms......Page 266
Best coding practices......Page 268
Dental insurance terminology......Page 269
Bibliography and recommended resources......Page 271
Financial reporting......Page 272
Backing up data......Page 273
Tasks required to maintain accounts receivable......Page 274
Transferring a patient to a new account......Page 275
Healthcare financing programs......Page 276
Generating an accounts receivable report......Page 277
Statements......Page 279
Credit bureaus......Page 281
Making collection phone calls......Page 282
Summary......Page 283
Recommended websites......Page 284
Key terms......Page 285
Determining a budget......Page 286
Online banking......Page 287
Checks......Page 288
Types of checks......Page 289
Accepting and cashing checks......Page 291
Other forms of payment......Page 292
Deposits......Page 294
Basic steps......Page 295
Recording business expenses......Page 296
Initial payroll records......Page 299
Employee earnings records......Page 301
Determining employee wages......Page 302
Electronic deposit requirement......Page 303
Wage and tax statement (form W-2)......Page 304
Retention of payroll and tax records......Page 306
Employer’s responsibility for tax information......Page 308
Bibliography......Page 309
Recommended websites......Page 310
Key terms......Page 311
Routes of infectious disease transmission......Page 313
Infection control in the dental office......Page 314
Occupational health protection program for the dental staff......Page 315
Government regulations......Page 316
Safety data sheets......Page 317
Personal protection......Page 330
Immunization......Page 334
Instrument sterilization......Page 335
Waste disposal in the dental office......Page 336
Recommended websites......Page 338
Planning and organizing......Page 339
Where am I now?......Page 340
Identifying personal assets and liabilities......Page 341
Dental hygienist......Page 342
Determining your worth to a practice......Page 343
Institutional dentistry......Page 344
Employment agencies......Page 345
Personal networks......Page 346
Arouse interest......Page 347
Creating a résumé......Page 348
Work experience......Page 357
Completing the job application form......Page 358
The personal interview......Page 359
Virtual interview......Page 363
Following up after the interview......Page 364
Observe office hours......Page 365
Seek honest performance evaluations......Page 366
Asking for a raise......Page 367
Recommended websites......Page 368
Pronouns......Page 369
Bibliography......Page 370
Bibliography......Page 371
Prefixes......Page 372
Suffixes......Page 373
Pronunciation of medical-dental terms......Page 377
Appendix D Abbreviations......Page 378
Symbols......Page 381
Appendix E Dental Terminology......Page 382
A......Page 387
C......Page 388
D......Page 389
F......Page 390
I......Page 391
L......Page 392
P......Page 393
R......Page 394
S......Page 395
Z......Page 396