2024 BC Dental Receptionist Training Resource PDF

Dental Receptionist Training Resource Congratulations! You’ve been recruited as a Dental Receptionist! This learning guide is designed to provide support for forms. There is the option of printing the guide, however, on-the-job training to entry-level new hires, guided by an please...

Dental Receptionist Training Resource Congratulations! You’ve been recruited as a Dental Receptionist! This learning guide is designed to provide support for forms. There is the option of printing the guide, however, on-the-job training to entry-level new hires, guided by an please take note of the links to support the training. in-office mentor. Together, the team can use this guide to Recognizing that dental practices and technologies review daily office practices, basic dental terminologies, available vary from office to office, this guide provides and to record valuable notes to refer to as needed. general and basic guidance and is not intended as a This guide has valuable links embedded throughout the replacement for formal education and/or training. Please document, and the trainee can record notes in the fillable keep this guide as a reference/training manual. Mentor Name & Role: Look for “Mentor Notes” for suggested tips! What’s Inside? 3 Office Information & Team Members 12 Tooth Numbering Systems 4 Diversity, Equity & Inclusion 13 Common Dental Procedures 4 Cultural Safety & Humility 14 General Practitioners & Dental Specialists 5 Communication 16 Daily Tasks - Suggested Protocols for: 16 Confirming Patients 6 Appointment Management 17 Scheduling Patients 18 Billing Patients & Claim Submissions 7 Billing 19 Patient Records Request 8 Dental Plans 20 Glossary 9 Claim Submission & Payments 26 Task Template 10 Common Dental Terminology Organizations and Helpful Links: It is strongly advised to click on the below links to learn more about the organizations listed, and their role in the dental profession. You will also find some useful resources from each organization. British Columbia Dental Association (BCDA) Canadian Dental Association (CDA) ʚ About BCDA ʚ About CDA ʚ Public Website ʚ CDAnet and iTRANS ʚ BCDA Learning Portal ʚ CDAnet Dental Office User Guide ʚ Cultural Safety & Humility Resources Canadian Life and Health Insurance Association (CHLIA) ʚ Diversity, Equity & Inclusion Resources ʚ About CHLIA BC College of Oral Health Professionals (BCCOHP) ʚ Supplementary Health Insurance Explained for Health ʚ About BCCOHP Care Providers ʚ Dental Recordkeeping Guidelines ʚ Coordination of Benefits, Group Health and Dental bcdental.org Dental Receptionist Training Resource | 2  Office Information & Team Members The Dental Team Role: Name(s) & Schedule: Dentist(s) Hygienist(s) CDA(s) Dental Assistant(s) Receptionist Office Manager Other Staff Additional Notes Mentor Notes ʚ Arrange dental software training from software vendor ○ Emergency information: exits and/or plans, ʚ Review Confidentiality policies, Privacy Act medical kit, WHMIS info ʚ Review: Dental Office Layout ʚ Review: Patient Records ○ Administration/Reception area and workstations ○ Contents and forms ○ Number of operatories ○ Appropriate abbreviations ○ Other clinical areas ○ Remember – Patient records are a legal ○ Staff areas document! bcdental.org Dental Receptionist Training Resource | 3  Diversity, Equity & Inclusion in the Dental Office Receptionists play a crucial role in shaping the atmosphere of a dental practice, fostering an environment that is both welcoming and inclusive. Those well-versed in Diversity, Equity and Inclusion (DEI) principles significantly contribute to establishing trust and rapport with patients from diverse backgrounds. Consequently, patients are more inclined to place their trust and confidence in a dental practice that actively prioritizes diversity and inclusion. BCDA has curated a comprehensive list of DEI resources online on the BCDA public website, available at no cost to all dental professionals, including receptionists. No login is required. Regularly refreshed and updated, these resources empower dental professionals to stay informed and continually enhance their understanding of DEI principles. Cultural Safety & Humility in the Dental Office Cultural Safety and Humility (CS&H) knowledge developed in partnership with the First Nations Health empowers receptionists to deliver culturally safe care Authority (FNHA) and is the first course that is specially to Indigenous patients, addressing their unique needs tailored to educate all BC oral health professionals in and historical considerations. This not only enhances Cultural Safety and Humility. Take the opportunity to sign patient interactions but also fortifies the dental practice’s up or log in to the BCDA Learning Portal today to explore connections within Indigenous communities. Recognizing this transformative course along with other insightful that Indigenous populations may encounter specific training materials. healthcare disparities, Cultural Safety knowledge equips Moreover, BCDA has curated a comprehensive list of receptionists to identify and overcome barriers rooted in CS&H resources and learning materials on their public cultural differences. website under Resources, providing valuable insights for BCDA is set to unveil a 5-module online CS&H course those seeking to deepen their understanding of Cultural in early 2024, available at no cost to all oral health Safety and Humility. professionals in BC. This self-paced course was bcdental.org Dental Receptionist Training Resource | 4  Communication in the Dental Office Positive and effective communication is vital! The majority of your day will be spent corresponding with team members, patients, and external organizations. Consider the points listed below when you are interacting with others. ʚ Respectful and professional language Elements of Communication ○ Try to avoid slang when communicating with ʚ Verbal/non-verbal patients. ○ Be mindful of the tone of voice and your body ○ Try to use terms that are easily understood and language. ask patients if they have any questions. ʚ Listening ○ Do your best to listen without interruptions. Written Communication ʚ Attitude ʚ Tone of message ○ Approach conversations with a collaborative ○ Ensure your intended message is clear and mindset. courteous. ʚ Empathy ʚ Correct grammar and spelling ○ Envision how would you feel if this was you? ○ Spelling mistakes and poor grammar can be ʚ Use language that is appropriate for your audience distracting. ○ Try to use terms that are easily understood and ʚ Respectful and professional language ask patients if they have any questions. ○ Try to avoid slang when communicating with patients. Telephone Skills ʚ Have another team member review your written ʚ Rate of speech communication before sending ○ Consider your audience and convey your message at an appropriate pace. If presented with a conflict, consider the ► Some patients may get overwhelmed if following to resolve the issue: information is presented to them quickly. ʚ Isolate the concern(s). ʚ Smile when speaking ʚ Discuss reasonable actions to resolve the concern. ○ This will help reflect a positive tone. ʚ Discuss with dentist and/or office manager for ʚ Give your undivided attention assistance in resolving concern. ○ Limit background noise if possible. ʚ Arrive to an agreement and clarify expectations in a ○ Focus on phone conversation – try not to engage collaborative manner. in conversations with people around you while on ʚ Call BCDA’s Member Support team for suggestions phone. and/or coaching: 604-736-7202. ○ Write quick notes of the important points of phone conversation (e.g. name, concern, requests etc.) Additional Notes: Mentor Notes ʚ Consider developing scripts for: ○ Responses to commonly asked questions. ○ Phone correspondence – greeting when answering phone. ○ Confirming appointments over phone/ email/text. bcdental.org Dental Receptionist Training Resource | 5  Appointment Management Each dental clinician will require a specific amount of time to deliver dental services to a patient. It is advised to schedule appointments to ensure a steady work-flow and to help predict office production. Review office protocols for appointment management with your mentor - Below is a list of suggested items to discuss: Appointment Schedule ʚ Units of Time ○ Appointment units ► Confirm if your office’s appointment units are 10 minutes or 15 minutes. ► For example, if your office uses 10 min appointment units, then a 1 hour scaling appointment would require 6 units. ► Please note: Fee Guide (billing) units are: 1 unit = 15 Minutes, ½ unit = 7.5 minutes. Billing units are used to charge the patient a fee for time-based services (e.g. scaling, root planing) and are different from appointment units. ʚ Time requirements for: ○ New patients ○ Emergency patients ○ Hygiene appointments ○ Restorative appointments ► Fillings ► Crown ► Bridge ○ Surgical appointments ○ Any other procedures offered in-office ʚ Review policies and protocols for: Daysheet ʚ Daysheet needs to be updated as soon as ○ Confirming appointments reasonably possible to ensure accuracy. ○ Rescheduling/Cancelled appointments ○ May be requested in future by another ○ Late patients organization in the event clarification for ○ Emergency patients services, or an audit, is required. ○ Walk-in patients Additional Notes: bcdental.org Dental Receptionist Training Resource | 6  Billing It is imperative that BC College of Oral Health have been confirmed. Professional’s (BCCOHP) Informed Consent process is The patient should completed before the appointment. It should include not be advised of the only the patient’s consent to the clinical services, but also total amount, how an agreement to the financial responsibility for the clinical much payment is services. It is strongly recommended to document anticipated from the consents in the patient’s chart. Please refer to their dental plan to BCCOHP’s Dental Recordkeeping Guidelines, “Informed contribute to the Consent” for complete information. cost of services (if applicable) and To bill patients for services, you would need to use accept payment from service code(s) found in BCDA’s Suggested Fee Guide. patient. The patient The Fee Guide is a standardized list of service codes that would pay for services has descriptors for many dental services. Your dentist either from their own would need to select the code that best describes the monies, from a dental benefit provider, or a combination service(s) they provided to ensure factual accuracy. Most of both. Insurance responses/EOBs are estimates of the codes have suggested fees and can be modified only – advise patient that factors such as limits are not (higher or lower) to suit the business’ needs. provided, and any changes to the reported amounts will The Fee Guide is available in an abbreviated and result in additional costs owed by the patient. full format, in printed and electronic versions. It is Please review with your mentor; payment options, the encouraged to use the full version to benefit from the process to accept payments. For example, how to use the details found in complete descriptors, and the preambles Point of Sale (POS) device, and provide a receipt. found at the beginning of the guide and throughout the sections. For any assistance with selecting appropriate codes, please contact BCDA’s Member Support team at 604- Generally, the billing process is complete when the 736-7202. We are happy to answer any questions and appropriate codes have been entered, and the fees provide the appropriate guidance. Additional Notes: bcdental.org Dental Receptionist Training Resource | 7  Dental Plans A Dental Plan is a benefit that most employers offer Predeterminations to their employees. The purpose of a dental plan is to A predetermination is encouraged for proposed dental pay for all, or a portion, of eligible dental services so services. Predeterminations are not claims for services, that the employee can access dental care at a minimal but a way to find out in advance if the dental plan cost. The employer will consult with plan providers, will contribute payment for certain dental services. such as Pacific Blue Cross, Sunlife, Canada Life etc. Confirming eligible dental services can help provide a and subscribe to a plan to offer as a benefit to their cost estimate to the patient, which is a vital part of the employees. The employer will pay a portion or all of the Informed Consent process. Consult with your mentor monthly premiums, as long as the employee works for when predeterminations are appropriate. Encourage that employer. Some patients, such as retired individuals, patients to review and understand eligible services may choose to purchase a private or individual dental included in their dental plan, and if any limits, such as plan. For more information, please refer to: CLHIA – frequency and/or an annual maximum, apply. Supplementary Health Insurance Explained for Health Coordination of Benefits Care Providers In the event the patient has more than one plan, then Some patients may be eligible for government funded coordination of benefits must occur. The primary plan dental coverage through BC’s Ministry of Social would be submitted to first. If there is a balance owing Development and Poverty Reduction (MSDPR). after the primary plan has paid, then submit to the Government funded dental coverage are reimbursed at secondary plan to reimburse the amount remaining. a reduced rate compared to the BCDA Suggested Fee Ensure the secondary plan’s claim form has been signed Guide. These patients may have various circumstances by the subscriber before submission, and a copy of that would affect their coverage, therefore it is strongly the primary plan’s remittance is attached. For more advised to confirm the patient’s eligibility and available information, please refer to: CLHIA – Coordination of funds at the beginning of each month. Please review Benefits, Group Health and Dental with your mentor the office’s policies regarding MSDPR Assignment vs. Non-Assignment patients. If the office accepts assignment – then the expectation is Each dental plan will have a list of dental services that that the office will submit claims on the patient’s behalf are eligible for full or partial reimbursement. Most dental and will accept payment from dental plan on behalf of the plans will rely upon the BCDA’s Suggested Fee Guide patient. If the office does not accept assignment – then for maximum reimbursement amounts. It is important the expectation is that the patient will pay for services to remember that some plans will have their own fee up front and will submit a claim to their dental benefit schedule, frequency limits to services, and/or have an provider for reimbursement. Some offices may choose to annual dollar limit. Encourage your patients to familiarize submit the claim on the patient’s behalf as a courtesy, or themselves with their own dental plan – and if needed, provide the patient with a completed claim form for their remind patients that dental treatments are proposed submission. Consult with your mentor for your office’s based on the patient’s dental needs, and not what is practices. eligible by their dental plan. Additional Notes: bcdental.org Dental Receptionist Training Resource | 8  Claim Submission Submitting claims on a patient’s behalf is a service that ʚ The date on which the services were performed. many dental offices perform as a courtesy to the patient. ʚ The provider who performed the services. An office would prepare a claim by including the patient’s ʚ The office at which the services were performed. information, services completed, fees for services, the treating dentist’s information and dental plan information. ʚ All the services provided at the particular Physical claim forms can be mailed to insurance appointment. providers directly, or digital versions can be sent ʚ The total fee payable, errors and omissions electronically by using the Canadian Dental Association excepted. (CDA) service: CDAnet and iTRANS. Once you have submitted the claim, provide a copy of the Please note: consent is required from the patient to claim acknowledgement or the Explanation of Benefits submit claims electronically and is recommended to (EOB), to the patient as a receipt that the claim was sent. renew consent every 3 years. Electronic claim submission is a benefit for members of Please refer to: CDAnet Dental Office User Guide the CDA. Dentists agree to specific terms in order to use appendix for templates for patient authorization. CDAnet Services and is imperative the terms are followed to avoid any interruption. Any claim submitted by the office is warranting that the claim contains accurate and complete statement of: For more details, please have your dentist log in to their ʚ The dental service(s)performed. CDA profile to review their agreement. You can also refer to details found in the CDAnet Dental Office User Guide. Mentor Notes Review with your mentor the office protocol when receiving payments from: ʚ Dental Plan ʚ Entering payment details in dental software ʚ Patient payments - use of POS machine ʚ Issuing Receipts/invoice Additional Notes: bcdental.org Dental Receptionist Training Resource | 9  Common Dental Terminology Arches Arches ʚ Maxillary Arch – top arch Midline ʚ Mandibular Arch – lower arch Right maxillary Left maxillary Midline quadrant quadrant ʚ An imaginary line between the central incisors ○ Divides the mouth into left and right sides. Quadrants ʚ Mouth is divided into 4 sections: ○ Maxillary Right (upper right). ○ Maxillary Left (upper left). Right mandibular Left mandibular ○ Mandibular Right (lower right). quadrant quadrant ○ Mandibular Left (lower left). Types of Teeth ʚ Anterior Teeth – Incisors and Canines Anterior Teeth - Not Shaded ʚ Posterior Teeth – Premolars (in Permanent Posterior Teeth - Shaded Dentition only) and Molars Dentitions Quadrant 1 Quadrant 2 Maxillary Maxillary right quadrant left quadrant Right Left Quadrant 4 Quadrant 3 Mandibular Mandibular right quadrant left quadrant Primary Mixed ʚ Combination of primary and permanent teeth. ʚ 20 Teeth ʚ Usually occurs between 5 – 12 years old. ʚ Incisors, canines, and molars. Quadrant 1 Image Source: dentagama.com/news/mixed-dentition Quadrant 2 Maxillary Maxillary right quadrant left quadrant Right Left bcdental.org Dental Receptionist Training Resource | 10 Quadrant 4 Quadrant 3 Mandibular Mandibular right quadrant left quadrant  Quadrant 4 Quadrant 3 Mandibular Mandibular right quadrant left quadrant Dentitions (continued) Quadrant 1 Quadrant 2 Permanent Maxillary right quadrant Maxillary left quadrant ʚ 32 teeth ʚ Incisors, canines, premolars, and molars. ʚ The permanent teeth are numbered as follows: Right Left ○ Maxillary right quadrant is #1. ○ Maxillary left quadrant is #2. Quadrant 4 Quadrant 3 ○ Mandibular left quadrant is #3. Mandibular Mandibular right quadrant left quadrant ○ Mandibular right quadrant is #4. The Tooth: Sections & Tissues ʚ Crown ○ Part of the tooth above the gingiva. ○ Covered by Enamel (usually). ʚ Root Maxillary alveolar ○ Part of the tooth below the gingiva and process supported by bone. Crown Enamel Root Dentin ○ Covered by Cementum (usually). Cementoenamel junction ʚ Enamel Pulp cavity ○ Outer surface on crown section of tooth. Dentin ʚ Dentin Cementum Cementoenamel ○ Secondary layer, makes up bulk of the tooth. junction ʚ Cementum Root Dentin Enamel Crown ○ Outer surface on root section of tooth. Mandibular alveolar ʚ Pulp process ○ Also known as the Nerve of tooth. ○ Provides nourishment and sensory information to tooth. Structures Surrounding the Tooth Also known as Periodontium Enamel ʚ Gingiva Dentin Pulp ○ Soft tissue that surrounds tooth and covers bone. ○ Also known as the Gums. Gingival epithelium Gingival connective Gingiva ʚ Alveolar Bone tissue Cementum ○ Supports the tooth in functional position. Periodontal Ligament ʚ Periodontal Ligaments Alveolar bone ○ Fibers that prevent the tooth from twisting/tipping/over-erupting. bcdental.org Dental Receptionist Training Resource | 11  Numbering System - FDI/ISO Primary Right Left Permanent Right Left ʚ The mouth is divided into left and right ʚ The permanent teeth are numbered as sides by an imaginary line called midline follows: ○ Found between central incisors on ○ Maxillary right quadrant is #1. maxillary and mandibular arches (see ○ Maxillary left quadrant is #2. image in “Arches”). ○ Mandibular left quadrant is #3. ○ Mandibular right quadrant is #4. ʚ The numbering system uses a two-digit ʚ The teeth are numbered 1 to 8, and starts tooth recording system. from the midline toward the posterior ○ The first digit indicates the quadrant. (anterior to posterior). ○ The second digit indicates the tooth within the quadrant. bcdental.org Dental Receptionist Training Resource | 12  Tooth Surfaces Mesial Occlusal Surfaces surface Distal ʚ Chewing surface. ʚ Posterior teeth (only) Incisal surface surface Incisal Surfaces ʚ Chewing surface. ʚ Anterior teeth (only). Palatal Lingual Surfaces surface ʚ Tooth surface closest to tongue. Palatal Surfaces ʚ Tooth surface closest to palate (roof of mouth). ʚ Maxillary arch (only). Buccal/Facial/Labial Surfaces Facial Surfaces: Buccal surface ʚ Tooth surface closest to cheek. Labial surface Occlusal Mesial Surfaces surface ʚ Tooth surface closest to midline. Distal Surfaces Lingual surface Proximal surface ʚ Tooth surface that is distant. with contact area Dental Procedures When possible, observe common dental services offered Additional Notes: in-office. Ensure the patient consents to being observed and the appropriate PPE is worn by all. Suggested observations are listed below: ʚ Examination ʚ Hygiene Appointment ʚ Charting/Odontogram ʚ Restoration ʚ RCT ʚ Surgical/Extraction ʚ Crown/Bridge Preparation Mentor Notes ʚ Denture/Partial Denture fabrication ʚ Encourage/Arrange for appointment observation. bcdental.org Dental Receptionist Training Resource | 13  General Practitioner & Specialists General practice dentists, also known as General example, an infected molar may be in a position or have Practitioners (GPs) provide a wide variety of dental anatomy that extends beyond the comfort level of a GP to procedures including all or most of the following: treat, therefore a referral to an endodontist may be in the best interest for the patient, since the endodontist would ʚ Complete dental examinations and diagnosis of be able to treat this tooth with greater success. Speak disease including x-rays. with your mentor on who the office commonly refers to ʚ Preventive dentistry (e.g., cleanings, oral hygiene when complex cases arise. instruction, fluoride treatments, fissure sealants). Dental Specialists - In Canada, a dentist can apply for ʚ Restorative dentistry (e.g., fillings, crowns, veneers, recognition as a certified specialist after: bridges, dentures, implants). ʚ Endodontic treatment (e.g., root canal). ʚ Completing an additional two to six years of post- graduate training in a specific field of dentistry. ʚ Periodontal treatment (e.g., gum treatment). ʚ Passing both an oral and written fellowship ʚ Surgical treatment (e.g., extracting teeth, oral examination by the Royal College of Dentists surgery). of Canada (RCDC). The RCDC’s mission is to ʚ Orthodontics (correcting the alignment of teeth). maintain the high standards of specialty education, ʚ Cosmetic treatments (including bleaching of teeth). practice and certification for the recognized dental specialties. Occasionally, a GP will recommend that a patient be referred to a dental specialist. The GP determines that In British Columbia, the recognition of a certified the treatment required is complex enough to involve the specialist is governed by the BC College of Oral Health additional expertise of a dentist who has taken extra Professionals. Dental specialists are governed by the training to specialize in a particular area of dentistry. For same ethical guidelines and professional regulations. Recognized Specialties in BC Endodontics Oral and Maxillofacial Surgery Endodontists save teeth through the prevention, Oral and maxillofacial surgeons (OMFS) specialize in diagnosis, and treatment of pulpal and periapical disease. the diagnosis and management of conditions of the They specialize in treating the most challenging teeth, face, jaws, mouth, and teeth. OMFS have extensive severe infections, or hypersensitivity. Extraction is not experience in removal of impacted teeth (wisdom teeth, the only option if a previously root canal treated tooth supernumerary teeth, etc), implant placement, bone becomes a problem. Endodontists have a high rate of grafting, soft tissue grafting, oral pathology, and surgical success and have extensive experience at saving teeth exposure of teeth for orthodontic treatment. OMFS also through retreatment or microsurgery. have a wide range of expert skills including the treatment and management of facial injuries, facial deformities, oral Endodontists are experts at treating traumatized teeth, deformities, temporomandibular joint disease (TMJ or determining if a tooth is fractured, and finding the source TMD), cysts, tumors, and infections. of unusual pain in the mouth. Recent developments now allow them to employ vital pulp therapy techniques to OMFS perform reconstructive and cosmetic surgery help infected immature teeth continue to develop. on the mouth, jaws, and head, as well as remove bcdental.org Dental Receptionist Training Resource | 14 wisdom teeth and place dental implants. They have treatment of conditions specific to children, behavior advanced training in administering sedation and general management, restorative dentistry (fillings, extractions, anaesthesia and are the only dental specialists to have etc.), preventive dentistry, as well as growth and hospital admitting privileges in the province of British development. Columbia. The goal of each pediatric dentist is to ensure the dental Oral Medicine and Pathology treatment is of the highest standard and the experience Oral medicine and pathology involve the diagnosis and is positive for both the child and the family. For some non-surgical management of oral, maxillofacial, and children, sedative drugs or general anaesthesia may be temporomandibular joint diseases or disorders. considered. A pediatric dentist considers the specific needs of each child when proposing treatment options Oral medicine specialists diagnose and treat conditions and works with the family in a collaborative manner. of the mouth and jaws; these include, but are not limited to, oral mucosal diseases, neuromuscular dysfunction, Periodontics temporomandibular joint (TMJ) pain, and orofacial pain Periodontists strive to save teeth through the prevention, disorders. People with complex medical conditions often diagnosis, and treatment of periodontal (gum) disease. require oral medicine specialists to manage their dental They specialize in treating even the most severe cases of care. gum disease (periodontitis) and oral pathology. People with complex medical conditions often have poor healing Oral pathologists diagnose and treat diseases affecting potential; periodontists are experts in stabilizing a the oral mucosa; they perform laboratory procedures person’s oral condition which will influence overall health. on oral and maxillofacial tissues to establish a histopathological diagnosis. Oral pathologists are central Periodontists also perform numerous procedures to to diagnosing both hard and soft tissue samples biopsied improve both the aesthetics and function of the soft by dentists, surgeons, or physicians. tissues of the mouth. They have extensive experience in placing dental implants as well as treating complications Orthodontics that may arise. Orthodontics is the specialty involving the diagnosis, prevention, and treatment of dental and facial Prosthodontics irregularities. Orthodontists have extensive experience Prosthodontists are specialists in the diagnosis, in the design, application, and control of corrective treatment planning, rehabilitation, and maintenance of appliances (i.e., braces) to bring teeth, lips and jaws into the oral function, comfort, appearance, and health of proper alignment and achieve facial balance. They are those with missing or deficient teeth and/or maxillofacial experts in analyzing the many factors that influence the tissues using biocompatible substitutes. outcome of orthodontic treatment; this includes such A prosthodontist is an expert in treating complex diverse subjects as genetics, embryology, biophysics, problems of the teeth and jaws. In collaboration with the as well as human growth and development. They work patient, they coordinate treatment with other specialists with the person or family to determine the optimal time and general dentists to attain optimal aesthetics, to start treatment as well as the benefits of the various function, and health. treatment options. Orthodontists specialize in not only straightening teeth Additional Notes: but also correcting more complex bite discrepancies such as over- or under- bites, developmental malformations, and cross-bites to name a few. Pediatric Dentistry Pediatric dentists are specialists that provide comprehensive oral health care for infants, children, and adolescents, including those with medical concerns or special needs. They are experts in the diagnosis and bcdental.org Dental Receptionist Training Resource | 15  Daily Tasks There may be several daily tasks that you will be responsible for. Below are a few examples of the tasks you may perform, suggested steps to achieve each task, and considerations at each step. You and your mentor are encouraged to review the samples and to create similar protocols, so that it is appropriate for the clinic’s needs and the role of the receptionist. You can use the blank template at the end of this resource to create office specific protocols. *Please note, the following protocols are suggested. Items in red are regulatory requirements and/or agreements with the CDA, and/or legislation, and must be completed. Task: Confirming Patients Note: Usually 1-2 days prior Activity Open the Daysheet that Needs to be Confirmed Steps Refer to dental software instructions. Considerations ʚ Ensure training on dental software has been completed. Contact Each Patient Scheduled for that Day Activity *Regulatory requirement: please refer to page 9 in BCCOHP Infection Prevention and Control & Oral Health Care During the COVID-19 Pandemic. 1. Open patient file. 2. Contact patient using preferred contact method. Steps 3. Ask *Pre-appointment screening questions. 4. Document in patient’s chart. 5. Follow-up if no response (as required). ʚ Tone of voice/written correspondence. Considerations ʚ Create general scripts to follow. Additional Steps & Considerations: bcdental.org Dental Receptionist Training Resource | 16  Task: Scheduling Patients Activity 1: Open Patient File Steps Refer to dental software instructions. Considerations ʚ If patient is new to clinic, review with mentor what information is required at initial booking. *Informed Consent: Review/Confirm Service(s) Proposed & Time Required Activity 2: *Regulatory requirement: please see “Informed Consent” in BC College of Oral Health Professionals - Dental Recordkeeping Guidelines. 1. Review chart notes – proposed service(s) may be in a designated area, such as the odontogram. Steps 2. Confirm with patient that you will be scheduling them for a (hygiene, resto, etc) appointment, and “x” amount of time is required. Considerations ʚ If the service(s) proposed is not clear, consult with dentist or clinical staff to confirm. *Informed Consent: Review Proposed Service(s) Fees Activity 3: *Regulatory requirement: please see “Informed Consent” in BC College of Oral Health Professionals - Dental Recordkeeping Guidelines. ʚ If patient has dental benefits: 1. Send a predetermination to patient’s dental plan(s) for eligibility. 2. Give copy of insurance response, or an Explanation of Benefits (EOB) to patient. 3. Give total cost for proposed service(s), then advise estimated amount the dental plan will contribute (as noted on EOB), advise the patient their estimated cost(s). Steps ʚ If patient has no dental benefits: ○ Give total estimated cost for service(s). ʚ Clarify with patient who will be paying for proposed services: ○ If another person, then financial consent needs to be obtained from the person named – make note in patient’s chart. ʚ Provide copies of estimates and EOB (if applicable) to patient for their records. ʚ Some appointments such as hygiene can be difficult to estimate cost – advise patient that hygiene is billed by time, and will depend on how much cleaning is required – can offer a range or suggested fees for each hygiene service. Considerations ʚ Insurance responses/EOBs are estimates only – advise patient that factors such as limits are not provided, and any changes to the reported amounts will result in additional costs owed by the patient – can encourage patient to consult with their dental plan administrator directly if they have any questions regarding their policy. Activity 4: Scheduling the Appointment 1. Open appointment scheduler as per dental software instructions. 2. Ask patient if they prefer morning or afternoon appointment. 3. Find first available appointment and consult with patient. Steps 4. Once a time is agreed upon, repeat date and time. 5. Ask patient their preferred contact method (make note of preference). 6. Advise patient the expected date the office will contact them to confirm appointment and ask pre- screening questions. ʚ If appointment is scheduled far in advance, ask patient if they would like to be put on a “short notice” Considerations list (if applicable to office and if appropriate for appointment). bcdental.org Dental Receptionist Training Resource | 17  Task: Billing Patients for Services & Claim Submission Confirm Services Rendered Activity 1: *Regulatory requirement: please see “Informed Consent” in BC College of Oral Health Professionals - Dental Recordkeeping Guidelines. 1. Open patient chart to today’s date and*review with patient the list of services they will be billed for, as part of Informed Consent process. Steps 2. If patient requires clarification on services, consult with office manager or treating clinician to either provide details, or to speak with patient directly. Service Codes Activity 2: *CDAnet Agreement: please review CDAnet Claim Submission Basics: understanding your responsibilities” in CDAnet Dental Office User Guide. 1. *Ensure treating dentist’s UIN is selected on software. 2. Use the full BCDA Suggested Fee Guide for entire descriptor for codes. Steps 3. *Confirm appropriate codes are selected that best describes the services rendered. 4. When required, *ensure correct tooth numbers and surfaces are entered. 5. *Review fees to ensure accuracy. ʚ Abbreviated Fee Guide does not include descriptors for services, it is encouraged to use full Considerations Suggested Fee Guide. Submit Claim to Dental Insurance Provider (if applicable) Activity 3: *CDAnet Agreement: please review “Submit a Claim” in CDAnet Dental Office User Guide. 1. Follow dental software instructions. 2. *Provide a copy of Insurance Response/EOB to patient. Steps 3. If patient has a second dental insurance provider, print 2nd claim form and obtain signatures – patient balance and collecting payment may not apply if all services submitted are eligible for reimbursement through the 2nd insurance provider. ʚ Training on dental software. Considerations ʚ If second dental insurance provider, refer to CLHIA – Coordination of Benefits, Group Health and Dental. Activity 4: Inform Patient of Balance Give total cost for service(s), then advise expected amount the dental plan will contribute (as noted on Step insurance response), advise the patient their balance. Activity 5: Collect Payment 1. As per office’s POS (Point of Sale) system. Steps 2. Enter payment in patient’s ledger as per dental software instructions. ʚ Training on office POS system. Considerations ʚ Training on dental software. Activity 6: Provide Copies of Receipt Step Provide receipt and copies of insurance response (if applicable) to patient as proof of payment. Activity 7: Review and/or Schedule Next Appointment Step See: Sample Task Protocol - Scheduling Patients. bcdental.org Dental Receptionist Training Resource | 18  Task: Patient Records Request Activity 1a: Patient Records Request: From Another Office 1. Confirm patient is a patient of record. 2. Confirm where to send the records: clinic address and dentist’s name. Steps 3. Complete any in-office policies related to transfer of records (e.g., written request from patient, consent form etc.). 4. Document request in patient’s chart. Activity 1b: Patient Records Request: From Patient 1. Document request in patient’s chart. 2. Inquire where the records need to be sent. Steps 3. Complete any in-office policies related to transfer of records (e.g., written request from patient, consent form etc.). Activity 2: Communicate Request Step Inform dentist and/or office manager. Prepare Records Activity 3: *Regulatory requirement: please see “Ownership, Retention, Transfer and Disposition of Dental Records” in BC College of Oral Health Professionals - Dental Recordkeeping Guidelines. 1. Duplicate records as per dental software instructions. Steps 2. *Entire record to be prepared and sent. Send Records Activity 4: *Privacy Act Requirement. ʚ *Use a secure method to transfer records. Steps ○ If sending electronically, password protect/encrypt digital files or use Canadian Dental Association’s SecureSend Service. ʚ Patient can also pick up copy of dental record if requested. Considerations ʚ A reasonable fee may be billed to the patient for time spent to duplicate records, however, records cannot be withheld if patient does not pay. Additional Notes bcdental.org Dental Receptionist Training Resource | 19  Glossary A An acute or chronic localized inflammation, probably with a collection of exudate (pus) abscess and, frequently, swelling; usually secondary to infection. abutment A crowned tooth or implant fixture used as a support for a dental bridge. Use of an acidic chemical substance which prepares the tooth in advance of bonding acid etching restorative (filling) material to it. adult dentition The permanent teeth that replace the primary (baby) dentition (teeth). A mixture of metals used to make direct dental restorations (silver fillings). Primarily amalgam composed of mercury, silver, tin and copper. anatomical crown That portion of tooth normally covered by, and including, enamel. anesthesia, local Commonly referred to as dental freezing. Centrals, laterals and cuspids on both Mandibular (lower) and maxillary (upper) arches. anterior Also refers to the teeth and tissues located towards the front of the mouth. apex The tip or end of the root end of the tooth. arch The curved jaw structure where the natural dentition is found. The term for when a patient provides authorization to their dental benefit provider to assignment of benefits forward payment for an eligible procedure directly to their dentist. B The amount payable by a third party (generally a dental benefit provider) toward the benefit cost of various eligible dental services included in the plan. bicuspid A premolar tooth; a tooth with two cusps. A dental radiograph (x-ray) that shows both the upper and lower posterior (back) teeth bitewing radiograph with the bite closed. Often used to detect decay/caries (cavities). Using an adhesive (glue) to make two or more materials adhere – e.g., a composite bonding (tooth-colored) filling is bonded to the tooth surface. bruxism The grinding of the teeth by the patient. The portion of the tooth that is toward the cheek (as in the buccal surface of a posterior buccal tooth). C Commonly referred to as tartar, a hardened plaque deposit which may be found on calculus teeth, above and below the gum line, as well as on dental appliances. Space inside the root portion of a tooth containing pulp tissue (the blood supply and canal nerve of the tooth). bcdental.org Dental Receptionist Training Resource | 20  caries Tooth decay. Missing tooth structure. A cavity may be due to decay, erosion, or abrasion. If caused by cavity caries; also referred to as carious lesion. cementum The hard layer of tooth that covers the outer surface of the root of the tooth. A form, paper or electronic, used to file a claim for dental procedures to a dental benefit claim form provider. clinical crown That portion of a tooth not covered by tissues. When a patient has dental benefits from their employer as well as benefits available coinsurance through their spouse/partner’s dental plan. complete denture A prosthetic that replaces missing dentition (teeth) on one or both arches. complete series An entire set of radiographs showing all dentition, also referred to as a full mouth series. composite A tooth coloured dental restorative material made up of resin and quartz particles. The patient’s portion of the dental fees after the benefit plan has paid. Also referred to copayment as patient portion or patient balance. cone beam computed A dispersion of x-rays in a divergent patter and captured for a digital volumetric data or tomography (CBCT) voxels for anatomic imaging A base made of a material similar to a filling material which is placed in a prepared tooth core buildup to provide retention for a crown. coronal Refers to the crown of a tooth. coverage/contribution Benefits available to an individual who is enrolled in a dental benefit plan. Commonly referred to as a “cap”. A fabricated (made) replacement of the coronal crown portion of a tooth. It is made of metal, ceramic or polymers or a combination of such materials and is bonded/cemented into place. cusp Pointed or rounded part on the chewing surface of a tooth. Commonly referred to as the “eye tooth or canine”. Single cusped tooth located cuspid between the incisors and bicuspids. D decay The term for caries or a carious lesion in a tooth leading to a cavity (hole). deciduous A term used to describe primary (baby) teeth, meaning to shed or fall off/out. The hard tissue which forms the bulk of the tooth beneath the surface of the enamel dentin (on the crown or coronal portion of the tooth) and the cementum (which covers the root surface of all teeth). dentition teeth Often referred to as mixed dentition, when both primary and adult dentition (teeth) are dentition, transitional present in the mouth of a child/adolescent. Generally, the spouse and children of the person who has dental benefits, often through dependents their employer. bcdental.org Dental Receptionist Training Resource | 21  A “study model” or replica of teeth and adjoining tissues created digitally or by taking an diagnostic cast impression of the upper and lower dental arches. diastema A space between two adjacent teeth in the same dental arch. direct restoration A restoration (filling) fabricated (made) inside the mouth. distal Surface or position of a tooth most distant from the midline of the arch. Localized inflammation of the tooth socket following extraction (removal) due to infec- dry socket tion or loss of blood clot. E edentulous Without teeth. The date an individual and/or dependent become eligible for benefits under a dental eligibility date plan. enamel The hard, calcified tissue covering the crown of tooth. The branch of dentistry which is concerned with the morphology, physiology, and pa- endodontics thology of the human dental pulp and periradicular tissues. The adjustment and reshaping of the occlusal (chewing) surfaces of teeth to create a equilibration better contact relationship between the upper and lower teeth; also known as occlusal adjustment. excision Surgical removal of bone or tissue. exclusions Dental services that are not eligible under a dental benefit program. explanation of benefits A written statement from a dental benefit provider following submission of a claim, (EOB) indicating the benefit/charges that the plan has or will contribute to. extraoral Outside the oral cavity (mouth). extraction The process or act of removing a tooth or tooth parts. exudate Commonly referred to as “pus”, usually resulting from inflammation. F The surface of a tooth directed toward the cheeks or lips (i.e., the buccal and labial sur- facial faces) and opposite the lingual surface. A lay term for “restoration” – restoring lost tooth structure with amalgam, composite, or filling other materials. The muscle fibers which attach to the cheek, lips and or tongue to the associated dental frenum mucosa (tissue). furcation The area of a multirooted tooth where the roots diverge. bcdental.org Dental Receptionist Training Resource | 22  G gingiva Commonly referred to as the “gums”. gingivectomy The excision or removal of gingiva. gingivitis Inflammation of gingival tissue. I A full arch denture made for placement immediately after removal of remaining natural immediate denture teeth. An unerupted or partially erupted tooth that is positioned against another tooth, bone, impacted tooth or soft tissue so that complete eruption is unlikely. Effectively, it is a man-made root, designed to be placed surgically on the mandibular or implant, dental maxillary arch followed by placement of a crown, bridge or other dental prosthesis. incisal The biting edges of the incisor and cuspid (anterior) teeth. incisor A tooth designed for cutting or gnawing; located in the front of the mouth. A type of dental restoration, similar to a crown, made at a dental lab, that replaces some inlay of the occlusal surface of a tooth, but does not restore any cusp tips. It is cemented in place. interproximal Between the adjoining surfaces of adjacent teeth in the same arch. intraoral Inside the mouth. J jaw A common name for either the maxilla or the mandible. L labial Pertaining to or around the lip. A thin restoration which covers the facial surface of a tooth, made of tooth colored ma- laminate/veneer terial used to restore discolored, damaged, misshapen, or misaligned teeth. lingual The surface of the tooth adjacent to the tongue; opposite of facial. M mandible The lower jaw. maxilla The upper jaw. mesial Tooth surface that is closest to the midline. bcdental.org Dental Receptionist Training Resource | 23 molar Teeth posterior (behind) to the premolars (bicuspids) on either side of the jaw. mucous membrane/ Lining of the oral cavity (mouth) as well as other canals and cavities of the body. mucosa O occlusal The chewing/biting surfaces of the premolar and molar teeth. A type of dental restoration, similar to a crown, made at a dental lab, that replaces the onlay occlusal surface of a tooth, but not the entire tooth. It is cemented in place like an inlay or a crown. oral Pertaining to the mouth. P palate The hard and soft tissues forming the roof of the mouth. A large radiograph (x-ray) taken outside of the mouth, showing the entire mandible, panoramic radiograph maxilla, teeth and other oral structures on a single image. partial denture A dental prosthetic that replaces some missing teeth and is generally removable. periapical The area surrounding the end of the root of a tooth. periapical radiograph An intraoral radiograph showing the area surrounding the end of the root of a tooth. periodontal Related to the supporting and surrounding tissues of the teeth. periodontitis/ Inflammation and loss of the connective tissue of the supporting or surrounding periodontal disease/ structure of teeth with loss of attachment. gum disease Tissue comprising of the gingival, cementum, periodontal ligament, and alveolar bone periodontium which attaches, nourishes, and supports the tooth. pin A small metal rod, cemented or placed into dentin to aid in retention of a restoration. plaque A soft sticky bacterial substance (biofilm) that grows on teeth. The term used for an artificial tooth replacing the missing tooth/teeth as part of a dental pontic bridge. A small rod-like device inserted into a prepared root canal space to provide structural post support. Refers to teeth and tissues towards the back of the mouth (behind to the canines); and posterior includes premolars(bicuspids) and molars A process where a proposed treatment plan is submitted to a dental benefit provider preauthorization / prior to starting treatment so that the dentist and the patient are informed of the pa- predetermination tient’s eligibility for the service, the amount the insurance provider may contribute to the fee as well any deductibles and plan maximums. The use of medications prior to dental procedures, e.g., antibiotics for persons with premedication artificial joints. bcdental.org Dental Receptionist Training Resource | 24 prophylaxis/ Removal of plaque from the tooth structures. rubber cup polishing provisional A pre-formed or custom-made temporary restoration. The tissue that contains the blood vessels and nerve tissue found inside the pulp cavity/ pulp canal of a tooth. R Commonly referred to as an x-ray, which is an image produced by exposure to ionizing radiograph radiation. removable partial A removable partial denture is a prosthetic replacement of one or more missing teeth denture that can be removed by the patient. residual root Remaining root structure following the loss of the crown of the tooth. The anatomic portion of the tooth that is covered by cementum, located in the alveolus root (socket) within the dental arch. The portion of the pulp cavity inside the root of a tooth; the chamber within the root of root canal the tooth that contains the pulp. Also called endodontic therapy, when the pulp tissue/nerve of the tooth is infected or root canal therapy (RCT) non-vital (dead) and has to be removed. A periodontal treatment procedure which removes calculus and also removes/smooths root planing cementum and/or dentin that is rough. A barrier used to isolate a treatment area, maintain a dry operative field, and prevent rubber dam/dental dam the patient from exposure to debris in their mouth. Also called dental dam. S salivary gland Glands in the mouth that produce saliva. scaling Removal of calculus from teeth from coronal portion (crown) of tooth. A resin material which is applied to the occlusal/chewing surfaces of posterior teeth to sealant prevent caries. Supernumary tooth/ A tooth/teeth that is additional to the normal series and can be found in any region of teeth the dental arch. suture Stitch used to repair an incision or wound. T temporomandibular The connecting hinge joint between the base of the skull (temporal bone) and the lower (TMJ) jaw (mandible). treatment plan A sequenced treatment guide for a patient’s needed care based on the dentist’s diagnosis. bcdental.org Dental Receptionist Training Resource | 25  Task Template Task: Activity: Steps Considerations Activity: Steps Considerations Activity: Steps Considerations Activity: Steps Considerations Additional Notes bcdental.org Dental Receptionist Training Resource | 26  Sources American Dental Association: ○ Glossary of Dental Clinical and Administrative Terms The Journal of Prosthetic Dentistry: ○ The Glossary of Prosthodontic Terms: Ninth Edition BC College of Oral Health Professionals ○ Dental Recordkeeping Guidelines ○ Infection Prevention and Control & Oral Health Care During the COVID-19 Pandemic Canadian Dental Association: ○ CDAnet Dental Office User Guide Canadian Life and Health Insurance Association: ○ Supplementary Health Insurance Explained for Health Care Providers ○ Coordination of Benefits, Group Health and Dental Published by the British Columbia Dental Association. Copyright © 2024 by the British Columbia Dental Association (BCDA). All rights reserved. No part of this guide may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or any other information storage and retrieval system, without permission in writing from the copyright owner. bcdental.org Dental Receptionist Training Resource | 27  Notes bcdental.org Dental Receptionist Training Resource | 28 bcdental.org Dental Receptionist Training Resource | 29 400-1765 West 8th Avenue Vancouver BC Canada V6J 5C6 T: 604-736-7202 TF: 1-888-396-9888 F: 604-736-7588 E: [email protected] www.bcdental.org