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Dental Office Management

by: Dietz-Bourguignon, Ellen

Dental Office Management

by: Dietz-Bourguignon, Ellen

ISBN 13:
9780766807310
ISBN 10:
0766807312
Format: Paperback
Copyright: 07/16/1999
Publisher: Cengage Learning
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Summary

This comprehensive book takes readers through the various tasks associated with front office dental procedures, preparing them for the office of the 21st century. Five-sections-the business of dentistry, practice communications, clinical records management, business and financial records management, and employment opportunities-are supported by learning objectives, key terms, and key concepts. Skill building for Success Student Activities (role-plays and problem-solving activities) and Skills Mastery Assessment Post-tests are provided at the end of each chapter (Dental Assisting, Dental Assist., office management)

Preface

xix

Introduction

xix

(1)

Organization of the Text

xix

(1)

Acknowledgments

(1)

About the Author

xxi

Section I: The Business of Dentristy

(108)

Chapter 1 The Dental Team

(26)

The Practice Philosophy

(1)

The Practice Mission Statement

(1)

Serving Patients Is the First Priority

(1)

Key Members of the Dental Team

(7)

The Dentist

(1)

Recognized Dental Specialties

(2)

The Dental Hygienist

(1)

The Dental Office Manager

(1)

The Chairside Dental Assistant

(2)

The Dental Laboratory Technician

(1)

The Denturist

(1)

The Infection Control Coordinator

(1)

Additional Personnel

(1)

Qualifications and Credentials of the Dental Assistant

(5)

Licensure and Registration

(1)

Certification

(1)

Eligibility Pathways for Certification

(1)

Certified Dental Assistant (CDA)

(1)

Certified Orthodontic Assistant (COA)

(1)

Certified Oral and Maxillofacial Surgery Assistant(COMSA)

(1)

Certified Dental Practice Management Assistant(CDPMA)

(1)

Continuing Education

Recertification Guidelines

Introduction

xix

Organization of the Text

xix

Continuing Education Audit

Acknowledgments

Working Together as a Team

Staff Meetings

About the Author

xxi

The Morning Huddle

(1)

Goal Setting

(1)

Quality Assurance

(6)

Chapter 2 Legal and Ethical Issues and Responsibilities

(39)

Dental Jurisprudence

(1)

Dental Ethics

(1)

The State Board of Dental Examiners

(1)

Code of Ethics

(1)

The ADA Code of Ethics

(1)

The ADAA Code of Ethics

(1)

Supervision of Staff

(1)

General Supervision

(1)

Direct Supervision

(1)

Personnel Policies

(1)

The Importance of an Office Manual

(1)

Hiring Issues

(8)

Fair Hiring Practices

(1)

Quality of Work Environment

(1)

Harassment

(1)

Employee Behavior

(1)

Written Job Descriptions

(1)

Provisional Employment

(1)

Employee Leasing and Temporary Employment Services

(4)

Performance Reviews

(1)

Termination

(1)

Wrongful Discharge

(1)

Employee Salary and Benefits

(3)

Paid Leave

(2)

Unpaid Leave

(1)

Additional Benefits

(1)

Employee Records

(1)

The Americans with Disabilities Act (AwDA)

(4)

Implications for the Dental Office

(2)

Necessary Office Renovations

(2)

Risk Management Strategies to Prevent Malpractice

(7)

Negligence

(1)

Standard of Care

(1)

Abandonment

(1)

Burden of Proof

(1)

Elements of Malpractice

(1)

Causes of Malpractice Suits

(1)

Steps to Prevent Malpractice

(2)

When an Accident Happens or a Patient Complains

(1)

When a Patient Declines or Discontinues Treatment

(1)

Patient Confidentiality

(1)

Patient Confidentiality and the Fax Machine

(1)

Reporting Suspected Domestic Abuse

(10)

Signs and Symptoms of Domestic Abuse

(1)

Child Abuse

(1)

Spousal Abuse

(1)

Reporting and Documenting Procedures

(8)

Chapter 3 Hazard Communication and Regulatory Agency Mandates

(41)

Complying with Local, State, and Federal Regulations

(2)

Occupational Safety and Health Administration (OSHA)

(1)

The Centers for Disease Control and Prevention (CDC)

(1)

The Environmental Protection Agency (EPA)

(1)

The Food and Drug Administration (FDA)

(1)

The Organization for Safety and Asepsis Procedures(OSAP)

(1)

Hazard Communication Program

(11)

Product Warning Labels and Stickers

(1)

Material Safety Data Sheets (MSDSs)

(2)

Staff Training

(1)

Training Recordkeeping

(1)

Reducing Hazards in the Dental Office

(2)

Handling Hazardous Materials

(1)

Barrier Devices

(2)

Bloodborne Pathogens Final Standard

(12)

Exposure-Control Plan

(2)

Engineering and Work Practice Controls

(1)

Universal Precautions

(1)

Personal Protective Equipment

(3)

Handling and Laundry of Reusable PPE

(1)

Decontamination of Surfaces

(1)

Waste Management

(3)

Hepatitis B Vaccination

(1)

Exposure Incidents

(3)

Recordkeeping

(1)

Waterline Biofilms

(1)

Fire and Emergency Evacuation Procedures

(1)

Signage Requirements

(1)

The Safety Coordinator's Duties

(13)

Section II: Practice Communications

109

(84)

Chapter 4 The Dental Office Manager as Patient Relations Specialist

111

(22)

Welcoming Patients as Guests

113

(1)

Prior to the New Patient's First Appointment

113

(1)

Greeting the Patient

113

(1)

Reception Area Amenities

114

(3)

Creating a Comfortable Atmosphere

115

(1)

Organizers and Signs

115

(1)

Reading Materials

115

(1)

Lighting, Ventilation, and Aroma Therapy

115

(1)

Special Touches for Children

116

(1)

Refreshments

116

(1)

Sound System and Courtesy Telephone

117

(1)

Assisting the Patient with Necessary Forms

117

(1)

Patients' Rights

117

(1)

Introducing the New Patient to Other Team Members

117

(2)

Office Tour

119

(1)

Patient Relations: Fighting Fear with Communication

119

(2)

The Anxious Patient

120

(1)

The Phobic Dental Patient

120

(1)

The Angry or Agitated Patient

121

(1)

Nonverbal Communication

121

(3)

Grooming

121

(2)

Posture

123

(1)

Attire

123

(1)

Team Portraits

124

(1)

Courtesy Communicates Respect

124

(3)

Attitude

124

(1)

Etiquette

125

(1)

Common Courtesy and Etiquette

125

(1)

Follow-up Telephone Calls After Treatment

125

(2)

Offering Extended Services

127

(6)

Chapter 5 Marketing the Practice

133

(16)

Advertising and Marketing Differ

135

(1)

Key Elements of Dental Marketing

135

(1)

Create a Need

135

(1)

Demonstrate Expertise

136

(1)

Emphasize Affordability

136

(1)

Offer Convenience

136

(1)

Goal Setting

136

(3)

Patient Selection

137

(1)

The Marketing Budget

138

(1)

Internal Marketing

138

(1)

Use of the Computer in Marketing the Practice

138

(1)

Event Marketing

139

(1)

Patient Satisfaction

139

(1)

Focus Groups

140

(1)

External Marketing

140

(1)

Public Speaking

141

(1)

Tracking Marketing Results

141

(8)

Referral Source Analysis

142

(1)

Thanking Referral Sources

143

(6)

Chapter 6 Printed Communications

149

(20)

Your Logo Sets the Practice Tone

151

(4)

Letterhead Stationery

151

(2)

Business Cards

153

(1)

Appointment Cards

154

(1)

Practice Statements

155

(1)

Practice Brochures and Information Packets

155

(3)

The Practice Brochure

155

(1)

The Practice Information Packet

156

(1)

Patient Education Brochures

157

(1)

The Practice Newsletter

157

(1)

Cards as Practice-Builders

158

(3)

Recall Notices

158

(1)

Birthday Cards

158

(2)

Practice Surveys

160

(1)

Business Letters

161

(3)

Business Letter Styles

162

(1)

Welcome to the Practice Letter

162

(1)

Thank You for the Referral Letter

162

(2)

Other Printed Communications from the Practice

164

(5)

Chapter 7 Business Office Equipment: Hub of the Practice

169

(24)

The Telephone

171

(6)

Telephone Features

171

(1)

Callers "On-hold"

171

(1)

Speaker

172

(1)

Headphones

172

(1)

The Conference Call

172

(1)

Conference Call Etiquette

173

(1)

Voice Mail and Voice Messaging

174

(1)

Answering Service

174

(1)

Tone of Service

175

(1)

Telephone Courtesy

175

(1)

Pager

176

(1)

Fax Machine

177

(2)

Photocopy Machine

179

(1)

The Practice Computer

179

(1)

Hardware

179

(3)

Input Devices

179

(1)

The Keyboard

180

(1)

The Mouse

180

(1)

The Scanner

180

(1)

CPU (Central Processing Unit)/System Unit

180

(1)

Computer Memory

181

(1)

Bytes

181

(1)

Secondary Storage

181

(1)

Output Devices

182

(1)

Software Functions

182

(11)

Selecting Software

183

(1)

Appointment Scheduling Software Features

184

(1)

Fee Calculations

184

(1)

Sort Lists

185

(1)

Software Extensions

185

(1)

Modem

186

(7)

Section III: Clinical Records Management

193

(52)

Chapter 8 Dental Nomenclature and Related Terminology

195

(19)

Dental Arches

197

(1)

Mandibular Arch

197

(1)

Maxillary Arch

197

(1)

Quadrants and Sextants

197

(2)

Tooth Composition

199

(2)

Hard Structures

199

(1)

Soft Structures

200

(1)

Anatomical Landmarks of Teeth

201

(1)

Types and Functions of Teeth

201

(1)

Tooth Identification: Deciduous Dentition

202

(1)

Tooth Identification: Permanent Dentition

203

(1)

Tooth Surfaces and Edges

204

(1)

Mesial Surface

204

(1)

Distal Surface

204

(1)

Facial/Labial/Buccal Surface

204

(1)

Lingual Surface

205

(1)

Occlusal Surface/Incisal Edge

205

(1)

Cavity Classifications

205

(9)

Class I (Anterior and Posterior Teeth)

206

(1)

Class II (Posterior Teeth Only)

207

(1)

Class III (Anterior Teeth Only)

207

(1)

Class IV (Anterior Teeth Only)

207

(1)

Class V (Anterior and Posterior Teeth)

208

(1)

Class VI

208

(6)

Chapter 9 Charting the Oral Cavity

214

(31)

The Complete Dental Chart

217

(1)

Tooth Numbering Systems

218

(6)

Universal Numbering System

218

(3)

Palmer System

221

(1)

Federation Dentaire Internationale System

222

(2)

Charting Symbols and Abbreviations

224

(2)

Anatomic Chart

224

(2)

Geometric Chart

226

(1)

Office Systems and Color Charting

226

(1)

Charting Terms and Abbreviations

227

(3)

Common Charting Symbols

230

(5)

Caries and Existing Restorations

230

(1)

Missing Tooth

230

(1)

Tooth to be Extracted

231

(1)

Impacted or Unerupted Tooth

231

(1)

Drifted Tooth

231

(1)

Crown

232

(1)

Porcelain-Fused-to-Metal Crown

232

(1)

Fixed Bridge

232

(1)

Fractured Tooth

233

(1)

Periapical Abscess

233

(1)

Root Canal

233

(1)

Periodontal Pockets

234

(1)

Periodontal Abscess

234

(1)

Overhanging Margin

234

(1)

Full or Partial Denture

234

(1)

Implant

235

(1)

Manual Charting

235

(1)

Computer-assisted Charting

235

(1)

Voice-activated Computer-assisted Charting

236

(1)

Victor Voice Chart System(TM)

236

(1)

Semi-automated Examination Instruments

237

(2)

Florida Probe(TM)

238

(1)

Interprobe(TM)

238

(1)

Pocket Recording Temperature System

239

(1)

American Dental Association (ADA) Coding System

239

(6)

Section IV: Business and Financial Records Management

245

(148)

Chapter 10 Patient Records, Diagnosis, and Treatment Planning

247

(34)

Filing Systems

249

(3)

Filing Safety Rules and Courtesy

250

(1)

Contents of the Patient File

250

(1)

Active Files

251

(1)

Inactive Files

252

(1)

Alphabetization

252

(1)

Types of Patient Records

252

(3)

Clinical

253

(1)

Financial Responsibility

253

(1)

Informed Consent

253

(1)

Medical/Dental Health History

253

(2)

Ownership of Patient Records

255

(2)

Transfer of Patient Records

255

(2)

Retention of Patient Records

257

(1)

Diagnosis, Treatment Planning, and Case Presentation

257

(2)

Intraoral Dental Radiographs

257

(1)

Extraoral Radiographs

258

(1)

Radiation Safety

259

(4)

Protection of the Operator

259

(3)

Protection of the Patient

262

(1)

Policy for Protecting Pregnant Patients

263

(1)

Radiovisiography: Alternative to Radiographs

263

(2)

Digital Radiovisiography Technique

264

(1)

Prevention of Cross-Contamination with the Digital Radiovisiography System

265

(1)

Periodontal Disease Predictability Testing

265

(1)

Study Models

266

(1)

Intraoral Camera

266

(2)

The Case Presentation

268

(1)

Recall Program: Lifeline of the Practice

268

(1)

Pharmaceutical Prescriptions

269

(4)

Parts of a Pharmaceutical Prescription

271

(2)

The Office Manager's Responsibility Regarding Prescriptions

273

(1)

The Dental Laboratory Prescription

273

(8)

Chapter 11 Scheduling to Optimize Practice Efficiency

281

(22)

Scheduling for the Dentist's Preference

283

(1)

Scheduling to Meet Production Goals

283

(1)

Blocking Out the Appointment Schedule

284

(1)

Appointment Columns

284

(3)

Multiple Appointments/Double-Booking

287

(1)

Treatment Codes

288

(1)

Scheduling Special-Needs Patients

289

(1)

Dental Emergency Patients

289

(2)

Screening and Scheduling Emergency Patients

290

(1)

Screening Telephone Requests for Prescription Drugs

291

(1)

Recording Appointments

291

(2)

Sequential Appointment Scheduling

292

(1)

Issuing the Patient's Appointment Card

292

(1)

Appointment Confirmation

293

(1)

Computerized Appointment Confirmation

293

(1)

Handling Late Patients

294

(1)

"No-Show" Patients

294

(1)

Maintaining a Call List

295

(1)

The Daily Schedule

295

(2)

Scheduling Recall Appointments

297

(6)

Recall Appointment Confirmation

297

(1)

Scheduling the Hygienist Who Works with an Assistant

297

(6)

Chapter 12 Managing Accounts Receivable

303

(26)

Managed Care Programs

305

(2)

Health Maintenance Organizations (HMOs)

305

(1)

Preferred Provider Organizations (PPOs)

306

(1)

Exclusive Provider Organizations (EPOs)

306

(1)

Point-of-Service Plans (POSs)

307

(1)

Insurance and Third-party Claims Processing

307

(3)

Terminology and Procedures

308

(2)

The Standard (ADA) Claim Form

310

(1)

ADA Insurance Codes

310

(4)

Predetermination and Preauthorization

312

(1)

Signature on File

312

(1)

Walk-out Statement

313

(1)

Use of Digital Radiographs and Intraoral Photographs

313

(1)

The One-Write System

314

(1)

Electronic Claims Processing

314

(1)

Claims Tracking and Rejection

315

(1)

Methods of Payment

316

(4)

Cash and Cash Discounts

316

(1)

Personal Check

316

(1)

Private Label Dental Care Cards

316

(1)

Credit Cards and Credit/Debit Card Readers

317

(1)

Direct Reimbursement

317

(1)

Series of Payments

318

(1)

Cycle Billing

319

(1)

The Typical Billing/Collection Cycle

319

(1)

Finance Plans

320

(1)

Procedure for Entering a Payment

320

(1)

Performing a Credit Check

320

(1)

Collection of Past-due Accounts

321

(8)

Collection Telephone Calls

321

(1)

Small Claims Court and Collection Agencies

322

(7)

Chapter 13 Managing Accounts Payable

329

(23)

When an Invoice Arrives

331

(1)

Embezzlement

331

(1)

Understanding Overhead

331

(1)

Fixed Expenses

332

(1)

Variable Expenses

332

(1)

Controlling Practice Overhead Through Budget Goals

332

(2)

Categories of Practice Expenses

333

(1)

Personnel Expenses

333

(1)

Occupancy Expenses

333

(1)

Administrative Expenses

333

(1)

Equipment and Furnishings

333

(1)

Clinical/Dental Supplies

333

(1)

Lab Fees

334

(1)

Marketing Costs

334

(1)

The Office Checking Account

334

(3)

Components of a Check

335

(1)

Bank Deposits

336

(1)

Understanding the Bank Statement

337

(2)

Reconciling the Bank Statement

337

(2)

Electronic Funds Transfer and Automatic Payments Systems

339

(1)

Other Forms of Payment

340

(1)

Petty Cash

340

(1)

Cash on Delivery (COD)

340

(1)

Charge Cards

341

(1)

Payroll Records and Reporting Procedures

341

(11)

Employer Identification Number

342

(1)

Employee's Withholding Allowance Certificate

342

(1)

Employee Earnings Record

342

(1)

Payroll Deductions

343

(1)

FICA: Federal Insurance Contributions Act (Social Security and Medicare Taxes)

343

(1)

Withholding (Income Tax Deductions)

343

(1)

Depositing Withheld Income Tax and Social Security (FICA) Taxes

344

(1)

Federal Unemployment Tax

344

(1)

Wage and Tax Statement

345

(1)

Report of Withheld Income Tax

345

(1)

Retaining Payroll and Tax Records

345

(7)

Chapter 14 Supply Ordering and Inventory Control

352

(17)

Types of Supplies

354

(1)

Consumable Supplies

354

(1)

Disposable Supplies

354

(1)

Expendable Supplies

354

(1)

Equipment

355

(1)

Managing Supply Quantity Needs of the Practice

355

(2)

Shelf Life

355

(1)

Rotating Stock

355

(1)

Storage Considerations

356

(1)

Rate of Use, Reorder Point, and Flagging System

357

(1)

Storage of Controlled Substances

357

(1)

Computerized Ordering and Inventory Control

357

(1)

Quantity Discounts

358

(1)

Buying in Bulk

358

(1)

Automatic Shipments

358

(1)

Bids and Contract Buying

359

(1)

Supply Order Tracking

359

(4)

Order Form

359

(2)

Purchase Order

361

(1)

Packing Slip

361

(1)

Invoice

361

(1)

Backorder

362

(1)

Credit Invoice

363

(1)

Warranties and Repairs

363

(6)

Chapter 15 Employment Opportunities

369

(24)

Type of Employment Desired

371

(1)

Solo Practice

371

(1)

Group Practice

371

(1)

Managed Care Facility

371

(1)

Specialty Practice

372

(1)

Employment Opportunity Sources

372

(2)

Newspapers

372

(1)

Dental Associations

372

(1)

Electronic Sources: The Internet, E-Mail, and Websites

373

(1)

Campus Placement Programs

373

(1)

Telephone Directories

373

(1)

Dental Supply Sales Representatives

373

(1)

Employment Agencies

374

(1)

Employee Leasing Organizations

374

(1)

Preparing for Employment

374

(6)

Preparing a Resume

374

(2)

Preparing a Cover Letter

376

(4)

Preparing for the Interview

380

(4)

Appropriate Dress and Professional Demeanor

380

(1)

Plan Ahead

380

(1)

During the Interview

381

(1)

Information That May Not Be Discussed

382

(1)

Authorization to Release References and Other Information

382

(1)

Drug Testing

382

(1)

After the Interview

382

(2)

Terms of Employment

384

(1)

Letter of Employment

384

(1)

Provisional Employment

384

(1)

Salary Negotiations

384

(1)

Other Career Opportunities in Dentistry

384

(9)

Teaching

385

(1)

Sales: Retail Supply Houses, Dental Manufacturers, and Telemarketing Organizations

385

(1)

Dental Consultant

385

(1)

Dental School Clinics

385

(1)

Government Clinics, Public Health, and Correctional Facilities

386

(1)

State Board of Dental Examiners

386

(1)

Insurance/Managed Care Corporate Offices

386

(7)

Appendix A: Answer Key

393

(6)

Glossary

399

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Dental Office Management

Dental Office Management

9780766807310

0766807312

Summary

Table of Contents

Supplemental Materials

Write a Review

Amazon no longer offers textbook rentals. We do!

Dental Office Management

Dental Office Management

9780766807310

0766807312

Summary

Table of Contents

Supplemental Materials

Write a Review

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