Chapter 61-64 Notes PDF

CHAPTER 61 - COMMUNICATION IN THE DENTAL OFFICE Communication Skills appropriate communication - verbally, and non-verbally - is the back bone of a well-run dental practice effective interpersonal skills improve the quality of working relationships and cultural situations Communication Pathways stat...

CHAPTER 61 - COMMUNICATION IN THE DENTAL OFFICE Communication Skills appropriate communication - verbally, and non-verbally - is the back bone of a well-run dental practice effective interpersonal skills improve the quality of working relationships and cultural situations Communication Pathways statement proper = this is what i have told you explanation = coveys understanding of the statement we communicate with words, facial expressions, appearance, gestures, mannerisms, listening, voice inflection, attitudes and actions Verbal Communication is made up of words used everyday. most of the time it is written or spoken Voice Quality - more than 1/3rd of the impact of the message and reveals lots about an individual Asking Questions ‣ closed ended questions; answered with a yes or no; start with is, do, has, have, can, or will ‣ open ended questions; used to obtain information, maintain control of conversation or build rapport; start with what, when, how, who, where, or which Nonverbal Communication perceived at a subconscious level through all senses, is communicated through body language body language consists of the messages that we send, the way we carry ourselves and how we move about; posture, movements, and attitudes transmit major messages Listening Skills 90% of spoken words are not heard good listening requires: ◦ not letting mind wander ◦ no []ing on reply ◦ look while listening ◦ do not stereotype ◦ be careful of selective hearing ◦ do not get impatient Understanding Human Behaviour *One Test human behaviour is a collection of actions that are influenced by someone's culture, attitudes, emotions, values, ethics and authority Maslow's Hierarchy of Needs ◦ lvl 1 breathing, food, sleep, sex, homeostasis, excretion ◦ lvl 2 security of body, employment, resources, morality, family, health, property ◦ lvl 3 friendship, family, sexual intimacy, sense of connection ◦ lvl 4 self-esteem, confidence, achievement, respect of others, respect by others ◦ lvl 5 morality, creativity, spontaneity, problem solving, lack of prejudice, acceptance of facts Socialization grow and development in life, social attitudes begin to influence behaviour and cultural ways of thinking internalizing attitudes of others by making their attitudes our own Peer Pressure *On TEST the tendency to adapt our behaviour to fit in with a group peer pressure can have both negative or positive effects Cultural Diversity effective understanding of communication is our respect for a diversified society differences in race, gender, cultural heritage, age, physical abilities and spiritual beliefs must be appreciated and understood Communicating with Colleagues working in a positive, challenging and stress-free environment is what everyone wants pts can tell the lvl of harmony at a practice right away Being a Team Member a key to successful work environments is teamwork ◦ be flexible and receptive to altering responsibilites ◦ be self confident ◦ show appreciation to coworkers ◦ think before speaking ◦ do not let emotions be involved ◦ a first impression is not always the right one ◦ share ups and downs of the day ◦ your way is not always the right way Stress in the Dental Office how you handle stress in your personal life and a work causes of stress in an office: ◦ lack of staff ◦ appointment over-boooking ◦ multiple tasks required simultaneously ◦ lack of good communication ◦ perceived lack of job advancement Methods of Stress Reduction ‣ maintaining a balanced life helps reduce stress by regularly exercising, self care, leaving the office behind at home, setting realistic expectations ‣ controlling stress will enable you to make intelligent decisions about pts Conflict Among Coworkers differences or conflicts among coworkers create stress; learning how to work through differences is necessary for effective problem solving and interpersonal relationships Conflict resolution tips ◦ be specific about your conflict ◦ resist the temptation to involve yourself in conflict that does not involve you ◦ try to depersonalize conflicts ◦ be open and list to another's pov and think about how the person responded to the conflict ◦ don't always involve the dentist or office manager ◦ take it outside and away from the group if not involved ◦ limit you complaints to those directly involved in the conflict ◦ know when conflict is more than conflict ◦ consider a mediator if problem get out of control ◦ it is not about you Communicating with Patients solid foundation of excellence in dental care and communication skills necessary for a dental practice to achieve goals and needs of pts Patient Needs build a relationship Psychological Reactions - current life situation stresses, tensions, conflicts and anxieties are present in any pts life Anxiety and Fear of Pain - stated as anxiety, it is the expectation of pain not the acutal pain ‣ Subjective fears = acquired fears, based off of suggestions of peers, siblings, parents (hearing stories) ‣ objective fears = learned fears, pts experiences and own memories. be honest when communicating with pts Dental Phobia - most cases pts avoid dentist at all costs and only come in with most aggresive dental symptoms, as the dentist brings an overwhleming sensation of panic and terror Physical and Mental Needs - sensitivity to pts wellbeing Financial Strain - major obstacle to pt acceptance of tx Responding to Patient Needs clear communication and good listening skills are important in meeting the needs of the pt Positive Atmosphere Sincerity Show Respect Respect the Patient's Time Resolve Complaints and Misunderstandings Remain Approachable Respecting Patient Confidentiality Communicating Through Technology do not assume a single method of communication will meet every pts needs Telephone Skills telephone is the most important device used in public relations. pts first contact is usually through the phone imperative that all pt interactions have a positive experience Telephone Etiquette - communicate the same as if in person Incoming Calls - answer calls as soon as possible after first ring Working with Difficult Callers - listen and remain calm Placing a Caller on Hold - ask first Callers Waiting to Speak to the Dentist - take a message a relay later, give a time to expect a call back Taking Messages - take notes of items that need further attention/ action Messaging System phone coverage must be provided when staff is not available to answer the phone Voice mail Answering Machine Answering Service ‣ Automatic Appointment Reminders Text Messaging Emailing ‣ Email Etiquette mind manners watch tone be consice be professional use proper grammar and spelling ask before sending attachment fill in "to" address last to prevent premature sending Tele-dentistry Written Communication written communication is the 3rd most important form of communication in a dental office after face to face and phone an important public relations too Business Letters Types of Business Letters ‣ wlcome to practice ‣ congratulations ‣ acknowledgement of a referral ‣ completion of an extensive case ‣ missed appointment ‣ continuing care (recall) ‣ proposed tx ‣ collection of payment always us office offical letterhead Letters to Colleagues Letters to Insurance Carriers Format of a Business Letter ‣ block letter format ‣ semi-block format ‣ alternative block format ‣ simplified format Anatomy of a Business Letter Preparing Envelopes for Mailing Marketing Your Dental Practice encompasses all activities involved in attracting new pts to practice and retaining satisfied ones Goals of Practice Marketing primary goal: create positive image of practice - caring atmosphere secondary goal: enroll new pts at practice Logistics of Marketing successful marketing is attributed to good organization, attention to details, determination of a budget and tracking of results ◦ written goals with dates ◦ average investment budgeted aprox 3-5% gross revenue of pervious year ◦ tracking to determine success of marketing plan Types of Practice Marketing external marketing - activities that take place outside of the office, directed at reaching potential new pts ◦ advertising ◦ website ◦ blog ◦ social media marketing ◦ marketig materials (letterhead, logos, business cards) ◦ health fairs internal marketing - activities and promotions targeted at current pts ◦ practice newletter ◦ developing promotional materials ◦ sending flowers ◦ sending birthday cards ◦ sponsoring giveaways Dental Office Newsletter ‣ keeping pts aware of new tech and tx advances in office ‣ keeping in touch with dentist and members of dental team ‣ listing pts names as referral sources or contest winners ‣ announcing other changes taken place within practice Patient Education Materials ‣ printed pamphlets, brochures, and statement "stuffers" have been used successfully by many dental offices CHAPTER 62 - BUSINESS OPERATING SYSTEMS Business Practices effective management is necessary to achieve organizational goals, team oriented employee satisfaction and financial profits administrative assistant differ from practice to practice, some responsibilites include; ◦ greeting pts and answering phone ◦ scheduling pts ◦ managing pt records ◦ managing accounts receiveables and payables ◦ managing recall and inventory control systems ◦ overseeing and monitoring practice marketing activities ◦ managing payroll ◦ presenting fees and making financial arrangements with pts ◦ overseeing insurance submissions Standard Operating Procedures dental practice runs smoothly when policies and procedures are clearly defined for dentists and staff to follow. information may include: ◦ new pt protocol ◦ office communications ◦ staff policies ◦ employment policies ◦ office records ◦ HIPAA procedures ◦ OSHA and infection control procedures ◦ clinical procedures ◦ sterilization process protocol ◦ tx room turnover ◦ lab shipping and receiving ◦ professional organizations HIPAA Office Compliance protects pts privacy and pt info sharing HIPAA Privacy Compliance List ‣ know the law ‣ adopt or create the required forms ‣ educate dental staff ‣ notify pts of new policies ‣ make sure policies and procedures are fully implemented and up to date Personnel Manual personnel issues may be discussed in the employment section of the office standard procedures manual or a separate personnel manual personnel topics: job description, details regarding pay periods and working hours, information regarding employee benefits such as paid holidays, vacation, and sick leave, provisional employment, maternity leave, disciplinary measures, sexual harassment and termination Business Equipment Computer Applications in the Dental Office computers are operating systems used for many forms of communication ◦ appointment scheduling ◦ recall system ◦ electronic pt records ◦ word processing ◦ networking and marketing ◦ bookkeeping tasks ◦ spreadsheets ◦ inventory management ◦ billing and collection ◦ pt ledgers ◦ processing of insurance claims ◦ online communication Characteristics of the Computer ‣ hardware - houses wires, transistors, and circuits and responds to specific sets of instructions ‣ software - introduces new data to hardware to execute a list of instructions ‣ cloud based or server based software ‣ dental software is customizable to fit the practices needs. important to determine how much storage will be needed Cyber Security ‣ Security at home using a router use complex and long passwords don’t use the same password in multiple places change default passwords keep antivirus updated check windows or other software updates ‣ Phone/mobile security phones are not safer from cyberattacks emails are not safer to be used on a phone than a PC text messages are not always safe be careful clinking on links Dental Record Management maintenance of adequate is the business assistants most important roles Patient Dental Records include multiple forms ◦ medical ◦ dental ◦ examination ◦ diagnosis ◦ tx plans ◦ record of tx ◦ correspondence ◦ consent forms ◦ radiographs Patient Financial Records pts account is maintained separately pt ledger - financial info on each pt/ family ◦ payments ◦ file insurance claims ◦ print statements ◦ and reminder letters insurance benefits are auto updated as you enter payments into the system Practice Business Records accurate business and financial records enable the business assistant to operate the practice in a well organized and business like manner ◦ accounts receivable records ◦ practice expenses awaiting payment ◦ expense records (receipts and bills paid) ◦ payroll records ◦ business correspondence ◦ canceled checks and bank statements ◦ records of income and expenses ◦ financial statements, tax records and possibly corporate records ◦ computer printouts of practice reports ◦ personnel records Filing Systems method of classifying and arranging records so they are preserved safely and be retrieved quickly when needed. kept out of sight of other pts Basic Filing Methods Alphabetical Colour Coding Numerical Computerized Filing - dental staff have access to pt records in multiple locations, never lost saving time and money, easy to share with referrals Guidelines for Efficient Filing Active and Inactive Files Record Protection and Confidentiality HIPAA Electronic Safeguards Protecting Electronic Files - back up =make a copy of computer files, should be preformed at the end of each business day. protection of files may be on a USB drive or in the cloud Protecting Paper Files - never leave records outside appropriate file space, return to proper place, stored in file cabinets that are properly closed Appointment Scheduling effective appointment scheduling is vital to a smooth fxning and success of dental practice as a whole Goals of Efficient Appointment Scheduling pts seen on time pt load is well balanced throughout the day dentist and staff can make good use of time Computerized or Manual Scheduling basic understanding and guidelines are the same between both systems The Appointment Book electronic scheduling - much easier to cancel, reschedule or shift appointments ◦ auto-scheduler ◦ pt record ◦ daily appointment screen manual scheduing - enough space required for al necessary entries Guidelines for Scheduling the schedule is the heartbeat of the practice a daily schedule should be posted throughout the office for the dental staff to follow Units of Time Guidelines ‣ time increments used in planing appointments 10, 15 or 30 mins increments Columns Per Day Guidelines ‣ assigned column per operator or tx area Outlining the Appointment Schedule business assistant responsible for going through upcoming months and outlining basic information such as: Office Hours Morning Huddles Buffer Time Meetings Holidays Entering Appointments and Appointment Card Entries pt name best contact number abbreviated code for tx provided length of appointment special notations ◦ make complete entry of appointment book or computer system ◦ write appointment card for pt ◦ double check to ensure information is the same for both Different Considerations for Scheduling downtime = dentist cna float and visit other pts during waiting period of anesthetic Daily Scheduling Rules ‣ do not schedule difficult procedure close together ‣ allow time for tx area cleanup ‣ educate pts about tx times ‣ protect the appointment book from eyes of others New Patients Scheduling for the Dental Hygienist Recall Patients Children Emergency Patients Scheduling an Appointment Series Scheduling for the Advanced Skills Dental Assistants Confirmation of Appointments confirmation is the greatest obstacle to good appointment control. confirming all appointments by phone, text, email the day before catches a lot of cancellations far enough in advance that time can be filled effectively. Patient Circumstances late pts cancelled appointments - after 10 mins of appointment start time, pt should be contacted on arrival time no shows short notice appointments - pts that can come in on short notice Preventive Recall most common is 6 monthly Recall System at time of last visit next appointment should be booked in ◦ computer appointment system ◦ written recall notificatio ◦ recall by phone ◦ continuing appointment system Inventory Management Computerized Inventory System a simple system should be used ◦ full name of product ◦ all applicable descriptive information ◦ reorder point for product ◦ purchase source, name, phone number ◦ any necessary catalogue numbers for product ◦ quantity purchase rate and reorder quantity Guidelines for Ordering Dental Supplies through dental supply company catalogue by phone, fax or mail order, online When Ordering Supplies - be prepared, be specific, be sure, be alert, be informed Reorder Point - the minimum amount on adequate reserve for that product. minimum quantity should be established per expendable item ‣ rate of use - how many/ much of a product used in a set amount of time (day, week, month) ‣ lead time - how long it take from time of order to receiving at office Marking the Reorder Point - point on each item should be marked on supply of item. ‣ reorder tags - type of identification to indicate time to reorder. attached to item with rubber band or tape Automatic Shipments - dental suppliers offer dentists with the advantage of purchasing bulk orders with auto shipment. ensure practice always has stock Quantity Purchase Discount - purchase discount provide savings to office with decreased cost per unit. best to take advantage of the best price per unit on supplies Reorder Quantity - maximum quantity of a product to be ordered at one time ‣ rate of use ‣ shelf life how long the product lasts, storage of product in office ‣ availability of storage space ‣ availability of proper storage conditions ‣ best quantity purchase rate ‣ investment involved Backorders - when an item is not available for delivery when an order is placed. backordered items will be delivered as soon as stock becomes available. a notice of backorder on a product is usually sent to office to advise on situation Order Exchange, Return, or Replacement ‣ when wrong item was purchased ‣ right item was ordered but wrong item shipped ‣ size, colour, quantity was wrong ‣ product was broken or damaged on shipment Requisition and Purchase Orders Dental Supply Budget well organized practices operate on a budget Consumables and Disposables *On TEST consumables - materials that are used up such as restorative and impression materials disposables - single use items that are discarded such as local anesthetic, needles, saliva ejectors, and cotton rolls Expendables and Non-expendables *On TEST expendables - materials of relative low cost, used up in a short amount that are disposed of after use such as dental cements, local anesthetics, gypsum products. may be defined as products that cost less than a certain amount like $50 non-expendables - materials that can be used again such as dental instruments, burs, curing lights that will eventually need to be replaced Major Equipment category includes larger pieces of equipment that are costly to purchase and will depreciate over a 5-10 year period such as dental chairs, radiograph units, air compressor, computers or printers Equipment Repairs breakdown of dental equipment can result in major expense, loss of income and inconvenience for dental staff and pts prevention can be controlled through a sound maintenance program/ schedule Equipment Records date of purchase name of supplier expiration date of manufacturers warranty model and serial numbers Service Contracts Service Call prior to calling repair services ◦ is it plugged in and turned on? ◦ is there a reset button that must be pushed? ◦ did you check equipment for a blown fuse? ◦ did someone check the fuse box or circuit breaker? necessary info ◦ brand name of equipment ◦ model and approximate. age of equipment ◦ brief description of problem CHAPTER 63 - FINANCIAL MANAGEMENT IN THE DENTAL OFFICE Financial Management Account Management Gathering Financial Information Fee Presentation Making Financial Arrangements Credit Report Accounting Accounts Receivable Computerized Accounts Receivable Management Accounts Receivable Management Basics Charge Slips Walkout Statements Financial Accountability Payment at the Time of Treatment Cash Check Credit Cards Digital Wallet Professional Courtesy and Discounts Recording Payments Daily Proof of Posting Bank Deposits Monthly Statement Divided Payment Plans Collections Accounts Receivable Report Management of Collection Efforts Collection Telephone Calls Collection Letters Final Collection Options Collection Agency Small Claims Court Collection Follow-Through Accounts Payable Management Dental Office Overhead Fixed Overhead Variable Overhead Gross versus Net Income Disbursements Packing Slips, Invoices, and Statements Organizing Expenditure Records Payment of Accounts Cash on Delivery Petty Cash Replenishing Petty Cash Funds Writing Checks Check Terminology Check Endorsement Stop Payment Order Non-sufficient Funds Business Summaries Payroll Payroll Deductions Income Tax Withholding Federal Insurance Contributions Act Other Deductions Government Remittance Dental Insurance Traditional Insurance Plan Managed Care Dental Insurance Plan Capitation Plan (Dental HMOs) Preferred Provider Organization (Dental PPOs) Exclusive Provider Organizations (EPOs) Direct Reimbursement Plan Individual Practice Associations (IPAs) Patient Protection and Affordable Care Act (ACA) Parties Involved in Dental Insurance How Benefits are Calculated Usual, Customary, Reasonable Fees Schedule of Benefits Fixed Fee Schedule Determining Eligibility Determining Benefits Limitations ‣ Least Expensive Alternative Treatment ‣ Dual Coverage ‣ Determining Primary and Secondary Carriers ‣ Birthday Rule ‣ Coordination of Benefits Non-duplication of Benefits Dental Procedure Codes Claim Forms Claim Form Preparation Paper Claim ‣ Signature on File Electronic Claim HIPAA and Electronic Transactions Claim Form Processing Tracking Claims in Process Payments From Insurance Carriers Handling Overpayments Insurance Fraud CHAPTER 64 - MARKETING YOUR SKILLS Your Professional Career knowledge and skills will allow a selection of job which meets your interests and capabilities and setting a recognized by an employer it is important to evaluate your qualifications and career direction and what environments are compatible with your needs Goals and Philosophy you are responsible for your personal and professional development ask yourself what you want to accomplish in your work and personal life Marketing Yourself define your mission and the benefits you offer set your marketing objective design performance measures gather, analyze and interpret information about you situation identify target markets develop your marketing strategy and activities aimed at your target market define implementation strategies evaluate your efforts and modify them if needed Career Opportunities Private Practice ‣ Corporate Dentistry Insurance Company Sales Representative Research Management Consulting Teaching Dental Schools Hospitals Public Health and Government Programs Locating Employment Opportunities once area of employment is determined it is important to be knowledgeable about employment sources Social Media refers to networking and communication and is extremely powerful when looking for employment opportunities LinkedIn Facebook Twitter Online Advertisements Campus Placement Employment Agencies Temporary Agencies Dental Supply Companies Professional Organizations Seeking Employment you want to feel physically, psychologically and socially comfortable in your work environment you want to select an employer whom you respect and whose philosophy of practice parallels your beliefs you want to find the type of employment situation that will be the most stimulating, interesting, and rewarding for you one that will provide professional and personal growth you want to be able to work well with other members of the dental health team to achieve mutual respect and shared values Telephone Contact first impression over the phone is very important Resume heading professional objective education professional experience skills certifications volunteer experience awards/ scholarships references Electronic Resume Cover Letter Completing a Job Application Form The Interview Promptness Appearance Interviewing Professionally Listen Don't Talk Too Much Don't Be Too Familiar Use Appropriate Language Don't Be Arrogant Take Care to Answer the Questions Ask Questions Don't Appear Desperate Concluding the Interview Follow-up Letter Salary Negotiations specific benefits to inquire about during negotiations ◦ health insurance ◦ dental care for self and family ◦ retirement plan ◦ uniform allowance ◦ dues toward professional organizations ◦ travel expenses for professional meetings ◦ bonuses Employment Agreement job description work schedule compensation professional attire interim employment summary dismissal giving notice Achieving Career Objectives Positive Attitude nothing else is a more important factor than your own attitude towards achieving career objectives Professional Responsibilities to comply with local, provincial, federal laws and regulations governing the practice of dentistry to acquire and maintain all required professional credential such as BLS certification, appropriate registration to maintain high personal and professional ethical standards that result in pleasant, respectful and professional interactions with all pts and staff members to be honest, cooperative, and responsible to be punctual and on duty at all assigned times to be carefully follow instructions given and work to the best of ability to realize that supervision, feedback and criticism are occasionally necessary, and to be able to respond to these in a constructive manner to give proper notice to employer should it be necessary to seek out other employment The dentist also has responsibilities as employer: comply with local provincial and federal regulations regarding the practice of dentistry and the hiring of employee must treat all employees with professional and personal dignity as well as respect, in an atmosphere that will motivate and encourage employees to do their best must establish and maintain fair employment policies and practices to provide safe and pleasant working conditions employer or office manager should conduct performance reviews at least annually Physical Well-Being physical wellbeing is reflected in all aspects of life personal areas to focus on are: ◦ sound physical and mental health ◦ regularly exercising ◦ making wise food choices ◦ getting enough sleep ◦ maintaining friendships ◦ and indulging in diverse interests professional areas of focus: ◦ healthy skin ◦ neat and clean hair styled out of face securely ◦ appropriate clothing Job Termination can be voluntary or involuntary common time from of notice is 2 weeks