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Dental Office Management

2

The 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

The Dental Receptionist and Business Office Staff

• The Dental Receptionist– Organizes time and multi-tasks– Communicates effectively, listens, and

observes patients– Responds to upset patients

4

The 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

The Dental Receptionist and Business Office Staff

• The Dental Office Bookkeeper– May double as receptionist– Handles office finances

• Accounts receivable and payable

– Inventory and supplies

6

The Dental Receptionist and Business Office Staff

• The Dental Office Bookkeeper– Must be organized, have knowledge of

dental services, and communicate effectively

– Must possess knowledge of office equipment

7

Dentistry Marketing

• Marketing – Newsletters– Giveaways– Referral thank-you notes– Special occasion cards

8

Dentistry Marketing

• Marketing – Patient photographs – Postcards from patients– Coupons for dental services– Refrigerator magnets

9

The United States Postal Service

• Small Business Plans– Deferred payment plans– Online payments– Certified mail/certificate of mailing– COD– Delivery confirmation

10

The United States Postal Service

• Small Business Plans– Insured mail– Registered mail– Restricted delivery– Return receipt

11

Telephone Technique

• Basic telephone techniques– No eating or drinking while on phone– Answer within two or three rings– Smile– Speak directly into mouthpiece

12

Telephone Technique

• Basic telephone 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 the call

13

Telephone Technique

• Answering calls

• Placing caller on hold

• Taking messages

• Outgoing calls

• Long-distance calls

• English as a Second Language

• Telephone and business office technology

14

Business Office Systems

• Common dental office software

• Database management

• Computer safety

15

Patient Scheduling

• Appointment books

• Computer scheduling

• Appointment book entries

• Recall patients

16

Dental Records Management

• Equipment and supplies for record management– Files– File Cabinets

• Patient chart filing

• Record confidentiality

• Daily schedule

17

Accounts Receivable

• Patient fees– Usual– Reasonable– Customary

• Professional courtesy

18

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

19

Patient Account Management

• Computer System of Account Management– Monthly billing– Financial information

20

Patient Account Management

• Dental insurance

• Capitation program

• Contract fee schedule plan

• Direct reimbursement plans

• Managed care plans

21

Patient Account Management

• Submitting dental insurance claims

• Dental service payment

• Collection management

• Special collection situations

• Recording payments

22

Accounts Payable

• Overhead

• Gross income

• Net income

• Expenses– Fixed – Variable

23

Accounts Payable

• Inventory Supply Systems– Shelf Life– Item Price– Unit Price– Bulk Price

24

Accounts Payable

• Inventory Supply Systems– Price Break– Lead Time– Rate of Use– Reorder Point

25

Accounts Payable

• Account payment

• Petty cash

• Payroll