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
80.00 DENT ASST (31-508-1)
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