Dental office management / Cynthia Lamkin, RDA, RDH
Book | 2014 | Second edition.
Available at Gateway-Kenosha Campus General Collection (RK 60.5 L3.6 2014)

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Gateway-Kenosha Campus General Collection RK 60.5 L3.6 2014 Available
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Edition
Second edition.
Description
xx, 474 pages : color illustrations ; 28 cm + 1 DVD-ROM (4 3/4 in.)
Note
Includes index.
Contents
Section One: The Business of Dentistry
Ch.1 The Dental Office Manager
The Dental Office Manager -- Career Credentials -- Responsibilities of the Dental Office Manager -- Scheduling -- Attracting New Patients to the Practice -- Evaluating Practice Goals -- Financial Oversight -- Patient Retention -- Handling Insurance Issues -- Managing Inventory -- Maintaining and Updating the Practice Website -- Maintaining Compliance with State and Federal Regulations -- Handling Conflict with the Office Staff -- Equipment Maintenance -- Monitoring All Office Correspondence -- Managing a Dental Practice -- The Practice Philosophy -- The Practice Mission Statement -- Practice Goals
Ch.2 The Dental Team
Members of the Dental Team -- The Dentist -- The Dental Hygienist -- The Clinical Dental Assistant -- The Dental Laboratory Technician -- Working Together as a Team -- Staff Meetings -- Morning Meetings -- Office Goals -- Quality Assurance
Ch.3 Legal and Ethical Regulations in Dental Office Management
Dental Jurisprudence -- Dental Ethics -- Code of Ethics -- State Dental Practice Act -- State Board of Dental Examiners -- Laws and Regulations Related to Office Management -- Supervision of Staff -- Record Keeping -- Fair Hiring Practices -- Quality of the Work Environment -- Americans with Disabilities Act -- Protected Categories -- Effects of Americans with Disabilities on the Dental Office -- Risk Management Strategies to Prevent Malpractice -- Negligence -- Standard of Care -- Abandonment -- Burden of Proof -- Elements of Malpractice -- Causes of Malpractice Suits -- Steps to Prevent Malpractice -- Handling Accidents or Complaints -- Patient Discontinuation of Treatment -- Health Insurance Portability and Accountability Act -- HIPAA in the Dental Office -- Reporting Suspected Abuse -- Signs and Symptoms of Abuse and Neglect -- Reporting and Documenting Procedures
Ch.4 Hazard Communication and Regulatory Agency Mandates
The Role of Government Agencies in the Dental Office -- Occupational Safety and Health Administration (OSHA) -- The Centers for Disease Control and Prevention (CDC) -- The Environmental Protection Agency (EPA) -- The Food and Drug Administration (FDA) -- The Organization for Safety and Asepsis Procedures (OSAP) -- Hazard Communication Standard -- Product Warning Labels and Stickers -- National Fire Protection Association Color and Number Codes -- Material Safety Data Sheets (MSDs) -- Staff Training -- Training Recordkeeping -- Reducing Hazards in the Dental Office -- Handling Hazardous Materials -- Bloodborne Pathogens Standard -- OSHA Engineering and Work Practice Controls -- Standard (Universal) Precautions -- Handling and Laundry of Reusable PPE -- Decontamination of Surfaces -- Waste Management -- Hepatitis B Vaccination -- Exposure Incidents -- Recordkeeping -- Waterline Biofilms -- Fire and Emergency Evacuation Procedures -- Signage Requirements -- The Safety Coordinator's Duties -- Practice Compliance Check List
Section Two: Practice Communication
Ch.5 The Dental Office Manager as a Patient Relations Specialist
Welcoming Patients as Guests -- Prior to the New Patient's First Appointment -- Greeting the Patient -- The Reception Area -- Creating a Comfortable Atmosphere -- Organizers and Signs -- Reading Materials -- Lighting, Ventilation, and Aroma Therapy -- Special Touches for Children -- Refreshments -- Sound System and Internet Access -- Assisting Patients with Necessary Forms -- Patient's Rights -- Introducing the New Patient to the Dental Team -- Office Tours -- Using Communication to Create Patient Comfort -- The Anxious Patient -- The Phobic Dental Patient -- The Angry or Agitated Patient -- Nonverbal Communication -- Personal Appearance -- Posture -- Attire -- Team Portraits -- Courtesy Communicates Respect -- Attitude -- Etiquette -- Follow-up Phone Calls after Treatment -- Offering Extended Services
Ch.6 Marketing the Practice
The Necessity for Practice Marketing -- Key Elements of Dental Marketing -- Create a Need -- Demonstrate Expertise -- Emphasize Affordability -- Offer Convenience -- Goal Setting -- Patient Selection -- Use of the Computer in Marketing the Practice -- The Marketing Budget -- Internal Marketing -- Patient Satisfaction -- Focus groups -- Event Marketing -- External Marketing -- Public Speaking -- Tracking Marketing Results -- Referral Source Analysis -- Thanking Referral Sources -- Dental Office Website -- Social Networking
Ch.7 Printed Communications
Printed Communication -- The Logo Sets the Practice Tone -- Letterhead Stationary -- Business Cards -- Appointment Cards -- Practice Statements -- Practice Brochures and Information Packets -- Practice Surveys -- Business Letters -- Business Letter Styles -- Welcome to the Practice Letter -- Thank You for the Referral Letter -- Other Printed Communication from the Practice -- Email -- Basic Rules for Using Email
Ch.8 Business Office Equipment
Practice Communication Equipment -- The Telephone -- Telephone Features -- Speaker -- Headset -- The Conference Call -- Voice Mail -- Answering Service -- Office Cell Phone -- Tone of Service -- Telephone Courtesy -- Telephone Etiquette -- Printer, Copier, Scanner, Fax Machine -- The Practice Computer -- Computer Hardware -- Information Storage -- Portable Computers -- Computer Software -- Computer Terminology -- Selecting Practice Management Software -- Managing Patient Information -- Appointment Scheduling Features -- Fee Calculations -- Reports -- Internet in the Office
Section Three: Clinical Records Management
Ch.9 Dental Nomenclature and Related Terminology
Dental Nomenclature -- Dental Arches -- Mandibular Arch -- Maxillary Arch -- Quadrants and Sextants -- Tooth Composition -- Hard Structures -- Soft Sturctures -- Anatomical Landmarks of Teeth -- Types and Functions of Teeth -- Tooth Identification: Deciduous Dentition -- Tooth Identification: Permanent Dentition -- Tooth Surfaces and Edges -- Mesial Surface -- Distal Surface -- Facial / Labial / Buccal Surface -- Lingual Surface -- Occlusal Surface / Incisal Edge -- Restorative Classifications -- Class I - Anterior and Posterior Teeth -- Class II - Posterior Teeth Only -- Class III - Anterior Teeth Only -- Class IV - Anterior Teeth Only -- Class V - Anterior and Posterior Teeth -- Class VI - Posterior Teeth and Cuspids
Ch.10 Charting the Oral Cavity
The Importance of Accurate Clinical Records -- The Complete Dental Chart -- Tooth Numbering Systems -- Universal Numbering System -- Palmer System -- Federation Dentaire Internationale System -- Charting Symbols and Abbreviations -- Anatomic Chart -- Geometric Chart -- Office Systems and Color Charting -- Charting terms and Abbreviations -- Common Charting Symbols -- Caries -- Existing Restorations -- Missing Tooth -- Tooth to Be Extracted -- Impacted Tooth -- Drifted Tooth -- Crown -- Porcelain-Fused-to-Metal Crown -- Fixed Bridge -- Fractired Tooth -- Periapical Abscess -- Root Canal -- Periodontal Charting -- Manual Charting -- Computer-Assisted Charting
Section Four: Business and Financial Records Management
Ch.11 Patient Records, Diagnosis, and Treatment Planning
Records Management -- Filing Systems -- Alphabetized Filing -- Numeric Filing -- Chronological Filing -- Filing Safety Rules and Courtesy -- Contents of the Patient File -- Active Files -- Inactive Files -- Types of Patient Records -- Clinical -- Financial Responsibility -- Informed Consent -- Medical/Dental Health History -- Ownership of Patient Records -- Transfer of Patient Records -- Retention of Patient Records -- Diagnosis, Treatment Planning, and Case Presentation -- Intraoral Dental Radiographs -- Extraoral Dental Radiographs -- Radiation Safety -- Digital Radiography -- Study Models -- Intraoral Camera -- The Case Presentation -- Recall Program: Lifeline of the Practice -- Pharmaceutical Prescriptions -- Parts of a Pharmaceutical Prescription -- The Office Manager's Responsibility Regarding Prescriptions -- The Dental Laboratory Prescription
Ch.12 Scheduling to Optimize Practice Efficiency
Appointment Scheduling -- Scheduling for the Dentist's Preference -- Scheduling to Maximize Production -- Blocking Out the Appointment Schedule -- Appointment Columns -- Multiple Appointments / Double Booking -- Sample of Appointment Book with Staggered Scheduling -- Treatment Codes -- Scheduling Special Needs Patient -- Dental Emergency Patients -- Screening and Scheduling Emergency Patients -- Screening Telephone Requests for Prescription Drugs -- Recording Appointments -- Sequential Appointment Scheduling -- Issuing the Patient's Appointment Card -- Appointment Confirmation -- Computerized Appointment Confirmation -- Handling Late Patients -- "No-Show" Patients -- Maintaining a Call List -- The Daily Schedule -- Recall Appointment Confirmation -- Scheduling the Hygienist Who Works with an Assistant
Ch.13 Managing Accounts Receivable
Managed Care Programs -- Health Maintenance Organizations -- Preferred Provideer Organizations -- Exclusive Provider Organizations -- Point-of Service Plans -- Insurance and Third-Party Claims Processing -- Terminology and Procedures -- The ADA Insurance Claim Form -- ADA Procedure Codes -- ICD Diagnostic Codes -- Predetermination and Preauthorization -- Signature on File -- Use of Digital Radiographs and Intraoral Photographs -- Electronic Claims Processing -- Claims Tracking and Rejection -- The One-Write System -- Methods of Payment -- Cash -- Personal Check -- Dental Care Cards -- Health Care Savings Plans -- Credit Cards and Debit Cards -- Direct Reimbursement -- Series of Payments -- Finance Plans -- Cycle Billing -- Walk-Out Statement -- Procedure for Entering a Payment -- Collection of Past-Due Accounts -- Collection of Past-Due Accounts -- Collection Telephone Calls -- Small Claims Court and Collection Agencies
Ch.14 Managing Accounts Payable
Understanding Accounts Payable -- When an Invoice Arrives -- Embezzlement -- Understanding Overhead -- Fixed Expenses -- Variable Expenses -- Controlling Practice Overhead through Budget Goals -- Categories of Practice Expenses -- The Office Checking Account -- Components of a Check -- Bank Deposits -- Understanding the Bank Statement -- Reconciling the Bank Statement -- Electronic Funds Transfer and Automatic Payment Systems -- Other Forms of Payment -- Payroll Records and Reporting Procedures -- Employer's Identification Number -- Employee's Withholding Allowance Certificate -- Employee Earnings Record -- Payroll Deductions -- Federal Insurance Contributions Act (Social Security and Medicare Taxes) -- Income Tax Withholding: Federal and State -- Depositing Withheld Income Tax and Social Security (FICA) Taxes -- Federal Unemployment -- Wage and Tax Statement -- Report of Withheld Income Tax -- Retaining Payroll and Tax Record
Ch.15 Supply Ordering and Inventory
The Importance of Managing Supply Inventory -- Types of Supplies -- Consumable Supplies -- Disposable Supplies -- Expendable Supplies -- Equipment -- Managing Supply Quantity Needs of the Practice -- Shelf Life -- Rotating Stock -- Storage Considerations -- Rate of Use, Reorder Point, and Flagging System -- Storage of Controlled Substances -- Computerized Ordering and Inventory Control -- Quantity Discounts -- Buying in Bulk -- Automatic Shipments -- Bids and Contract Buying -- Supply Order Tracking -- Order Form -- Purchase Order -- Packing Slip -- Invoice -- Back Order -- Credit Invoice -- Warrentless and Repairs
Section Five: Dental Office Employment
Ch.16 Employment Opportunities
Employment Opportunities -- Type of Employment Desired -- Employment Opportunity Sources -- Preparing for Employment -- Preparing a Resume -- Preparing a Cover Letter -- Preparing for the Interview -- Terms of Employment -- Other Career Opportunities in Dentistry
Ch.17 Hiring a Dental Team
Hiring the Right Person -- Making an Employment Plan -- Terminating an Employee -- Writing an Employment Advertisement -- Evaluating Resumes and Cover Letters -- Initial Phone Contact -- Face-to-Face Interviews -- Working Interviews -- Offer Letters
Section Six: The Use of Practice Management Software
Ch.18 Dental Practice Management Software
Electronic Medical Records -- Dental Practice Management Software -- Carestream Dental -- CurveDental -- Dentimax -- Dentrix -- EagleSoft -- EasyDental -- OCS Dental -- QSI -- Use of the Dentrix Learning Edition CD -- Installing the Dentrix G4 Learning CD -- User's Guide -- Registering Your Software -- Sample Practice -- Accessing Dentrix -- Web Sync Override
Ch.19 Entering, Updating, and Maintaining Patient Information
Managing Patient Charts -- Selecting a Patient -- Adding a New Patient -- Adding Patient Photos -- Adding Medical Alerts -- Adding a Patient Referral -- Insurance Information
Ch.20 Clinical Records
Patient's Clinical Chart -- Periodontal Charting -- Making Treatment Plans -- Prescriptions -- Summary
Ch.21 Appointment Book
The Appointment Book -- Find an Appointment Time -- Scheduling Appointments for Existing Patients -- Scheduling Appointments for New Patients -- Rescheduling an Appointment -- Broken Appointments -- Tracking Patient Status -- End of Day -- Backing up Files -- Summary
Ch.22 Financial Records
Patient Accounts -- Managing the Patient Ledger -- Enerting a Procedure -- Adjusting an Account -- Editing or Deleting a Transaction -- Entering a Patient Payment -- Patient Alerts -- Submitting an Insurance Claim -- Electronic Claims Submission -- Filing Secondary Claims -- Entering an Insurance Payment -- Walkout Statements -- Quick Checkout -- Summary
Ch.23 Communication Using Practice Management Software
Communicating with Patients -- Writing Quick Letters -- Recurring Care/Recall -- Letters -- Changing an Existing Letter -- Office Journal -- Email -- Statements -- Documenting Patient Contacts
Ch.24 Beyond the Basics
Making the Most of Dentrix -- Time Clock -- Practice Setup -- Adding New Staff Members -- Adding Fees and Procedures -- Dunning Messages -- Month End Wizard -- Changing the Fee Schedule -- Adding a PPO and Fees -- Running Reports -- Practice Goals Analysis -- Using Practice Assistant -- Management Routines -- Daily Routines -- Weekly Routines -- Monthly Routines -- Summary
Summary
Make a good first impression! The first dental professional a patient encounters is generally the front office staff. This interaction is key to promoting the practice and making the patient comfortable. 'Dental Office Management, 2E' hones professionalism and improves efficiencies in managing the business aspects of dentistry. The various tasks associated with front office dental management are addressed in six sections:the business of dentistry, practice communications, clinical records management, business and financial records management, employment opportunities, and practice management software. Well-rounded and up-to-date with the latest technologies and trends, 'Dental Office Management' is the only resource needed to achieve success in the dental office.
80.00 DENT ASST (31-508-1)
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