36 dental office management. 2 the reception area “waiting room” has negative connotation...
TRANSCRIPT
2
The Reception Area
• “Waiting room” has negative connotation
• Colors, design, and seating should be relaxing and comfortable
• Magazines should be interesting and current
• Americans with Disabilities Act
3
The Dental Receptionist and Business Office Staff
• The Dental Receptionist– Organizes time and multi-tasks– Communicates effectively, listens, and
observes patients– Responds to upset patients
4
The Dental Receptionist and Business Office Staff
• Job Description of Dental Receptionist – Greet patients– Assist patients with paperwork– Answer telephone and take messages– Maintain patient charts and records
5
The Dental Receptionist and Business Office Staff
• The Dental Office Bookkeeper– May double as receptionist– Handles office finances
• Accounts receivable and payable
– Inventory and supplies
6
The Dental Receptionist and Business Office Staff
• The Dental Office Bookkeeper– Must be organized, have knowledge of
dental services, and communicate effectively
– Must possess knowledge of office equipment
7
Dentistry Marketing
• Marketing – Newsletters– Giveaways– Referral thank-you notes– Special occasion cards
8
Dentistry Marketing
• Marketing – Patient photographs – Postcards from patients– Coupons for dental services– Refrigerator magnets
9
The United States Postal Service
• Small Business Plans– Deferred payment plans– Online payments– Certified mail/certificate of mailing– COD– Delivery confirmation
10
The United States Postal Service
• Small Business Plans– Insured mail– Registered mail– Restricted delivery– Return receipt
11
Telephone Technique
• Basic telephone techniques– No eating or drinking while on phone– Answer within two or three rings– Smile– Speak directly into mouthpiece
12
Telephone Technique
• Basic telephone techniques– Use same volume as if speaking directly to
patient– Enunciate, speak at a normal rate, and use
good manners– Listen carefully, use caller’s name and
allow caller to end the call
13
Telephone Technique
• Answering calls
• Placing caller on hold
• Taking messages
• Outgoing calls
• Long-distance calls
• English as a Second Language
• Telephone and business office technology
15
Patient Scheduling
• Appointment books
• Computer scheduling
• Appointment book entries
• Recall patients
16
Dental Records Management
• Equipment and supplies for record management– Files– File Cabinets
• Patient chart filing
• Record confidentiality
• Daily schedule
18
Patient Account Management
• Pegboard System of Account Management– Section 1: Patient transactions– Section 2: Deposits– Section 3: Business analysis summary– Section 4: Daily transactions totaled– Section 5: Accounts receivable balanced
19
Patient Account Management
• Computer System of Account Management– Monthly billing– Financial information
20
Patient Account Management
• Dental insurance
• Capitation program
• Contract fee schedule plan
• Direct reimbursement plans
• Managed care plans
21
Patient Account Management
• Submitting dental insurance claims
• Dental service payment
• Collection management
• Special collection situations
• Recording payments