The Administrative Dental Assistant

by Gaylor, Linda

• ISBN13: 9781416025665
• ISBN10: 1416025669
• Edition: 2nd
• Format: Paperback
• Copyright: 2006-11-08
• Publisher: Elsevier Science Health Science div

Summary

Now in full color, The Administrative Dental Assistant is revised to reflect the latest information on operating a dental office. It's logically organized to cover all of the various tasks an administrative dental assistant encounters. It includes up-to-date CDT-5 Dental Codes, new HIPAA (Health Insurance Portability and Accountability Act) and OSHA (Occupational Safety and Health Administration) guidelines, plus current examples of key equipment, forms, and computer technology. A companion CD-ROM simulates dental practice management, offering opportunities to enter and update patient data, post payment and treatment procedures using dental codes, submit e-claims for payment, evaluate reports, and schedule appointments.

Table of Contents

Orientation to the Dental Profession	1	(20)
Introduction	2	(1)
Your Role as the Administrative Dental Assistant	2	(2)
Types of Administrative Assistants	4	(2)
Office Manager	4	(1)
Business Manager	4	(1)
Receptionist	4	(1)
Insurance Clerk	4	(1)
Records Manager	5	(1)
Data Processor	5	(1)
Bookkeeper	5	(1)
Appointment Clerk	5	(1)
Personal Traits of an Administrative Dental Assistant	6	(1)
Education	6	(1)
Members of the Dental Healthcare Team	6	(2)
Dentist	6	(1)
Dental Hygienist	7	(1)
Dental Assistant	8	(1)
Health Insurance Portability and Accountability Act of 1996	8	(4)
Background	8	(1)
Administrative Simplification	9	(1)
Transactions and Code Sets	9	(1)
Electronic Data Interchange	9	(1)
Standards for Privacy of Individually Identifiable Health Information	10	(1)
Standards for Security of Individually Identifiable Health Information	11	(1)
National Provider Identifier Standard	12	(1)
Occupational Safety and Health Administration (OSHA)	12	(1)
Professional Ethics	12	(1)
Legal Standards	12	(1)
Licensure	13	(1)
Registration	13	(1)
Certification	13	(1)
Patients' Rights	13	(2)
Professional Organizations	15	(6)
American Dental Assistants Association	15	(2)
HOSA (Health Occupations Students of America)	17	(4)
Dental Basics	21	(30)
Introduction	22	(1)
Basic Dental Office Design	22	(4)
Nonclinical Areas	22	(1)
Clinical Areas	23	(3)
Basic Dental Anatomy	26	(10)
Basic Structures of Face and Oral Cavity	26	(5)
Basic Anatomic Structures and Tissues of the Teeth	31	(1)
Dental Arches	32	(1)
Occlusion	33	(1)
Types of Teeth	34	(1)
Surfaces of the Teeth	34	(2)
Numbering Systems	36	(2)
Universal Numbering System	36	(1)
International Standards Organization Designation System	36	(1)
Symbolic Numbering System (Palmer System)	37	(1)
Charting Methods	38	(4)
Color Coding	38	(1)
Charting Symbols	38	(1)
Types of Dental Charts	38	(4)
Dental Procedures	42	(4)
Basic and Preventive Dental Procedures	42	(1)
Restorative Procedures	43	(1)
Prosthetic Procedures	43	(1)
Surgical Procedures	44	(1)
Endodontic Procedures	44	(1)
Other Common Procedures	44	(2)
Basic Chairside Dental Assisting Duties	46	(5)
Seating and Dismissing a Patient	46	(1)
Radiographs	46	(1)
Occupational Safety and Health Administration (OSHA)	46	(1)
Infection Control	46	(5)
Communication Skills and Telephone Techniques	51	(16)
Introduction	52	(1)
Elements of the Communication Process	52	(1)
Mediums of Communication	52	(2)
Verbal Communication	52	(1)
Nonverbal Communication	53	(1)
Nonverbal Cues From the Dental Healthcare Team	53	(1)
Interpersonal Communication	54	(1)
Barriers to Effective Communication	55	(2)
Semantics	55	(1)
Jargon	55	(1)
Credibility	55	(1)
Preconceived Ideas	56	(1)
Other Barriers	56	(1)
Improving Communication	57	(1)
Responsibilities of the Sender	57	(1)
Responsibilities of the Receiver	57	(1)
Telephone Techniques	58	(9)
Developing a Positive Telephone Image	60	(1)
Active Scripts	61	(1)
Answering the Telephone	62	(1)
Placing Outgoing Telephone Calls	62	(5)
Written Correspondence	67	(24)
Introduction	68	(1)
Letter Writing Style	68	(3)
Tone	68	(1)
Outlook	68	(1)
Personalizing Letters	69	(1)
Organization	70	(1)
Letter Style (Appearance)	71	(2)
Appearance	71	(1)
Stationery	71	(1)
Type	71	(1)
Paragraphing	72	(1)
White Space	72	(1)
Line Spacing	73	(1)
Letter Style (Format)	73	(1)
Punctuation Styles	74	(5)
Types of Correspondence Used in Dentistry	79	(2)
Letter to Patients	80	(1)
Letters Between Professionals	81	(1)
Correspondence Between Staff Members	81	(1)
Writing Resources	81	(1)
Mail	82	(5)
Incoming Mail	82	(1)
Outgoing Mail	83	(1)
Postal Cards (Postcards)	84	(3)
Electronic Mail (E-Mail)	87	(1)
Dictation	87	(4)
Patient Relations	91	(14)
Introduction	92	(1)
Psychology: Humanistic Theory	92	(1)
Maslow: Hierarchy of Needs	92	(1)
Rogers: Fully Functioning Human Beings	92	(1)
Humanistic Theory in the Dental Office	93	(1)
Positive Image	93	(5)
Investigation Stage	93	(1)
Initial Contact Stage	94	(2)
Confirmation of Initial Impression Stage	96	(1)
Final Decision Stage	97	(1)
Managing Patient Expectations	98	(1)
Problem Solving	98	(3)
Noncompliance	99	(1)
Complaints	99	(1)
Angry Patients	100	(1)
Providing Outstanding Customer Service	101	(4)
Team Strategies	101	(1)
Personal Strategies for Providing Exceptional Patient Care	101	(4)
Dental Healthcare Team Communications	105	(12)
Introduction	106	(1)
Dental Practice Procedural Manual	106	(1)
Communications	107	(4)
Personal Communications	107	(1)
Organizational Communications	107	(1)
Channels	107	(3)
Organizational Barriers to Communication	110	(1)
Organizational Conflicts	111	(1)
Constructive	111	(1)
Destructive	111	(1)
Classifying Conflict	111	(1)
Conflict-Handling Styles	111	(1)
Staff Meetings	112	(5)
Before the Meeting	113	(1)
During the Meeting	113	(1)
After the Meeting	113	(4)
Patient Clinical Records	117	(36)
Introduction	118	(1)
Components of the Clinical Record	118	(3)
Collecting Information	121	(23)
Privacy Practices Notice	122	(1)
Registration Forms	122	(1)
Other Diagnostic Records	122	(1)
Diagnostic Models	122	(22)
Clinical Records Risk Management	144	(4)
Maintaining Clinical Records	145	(1)
Procedures for Specific Tasks	145	(3)
Computerized Management of Clinical Records	148	(5)
Clinical Records	149	(4)
Information Management	153	(16)
Introduction	154	(1)
Filing Methods	154	(4)
Alphabetic	154	(3)
Numeric	157	(1)
Geographic	158	(1)
Subject	158	(1)
Chronological	158	(1)
Types of Information	158	(2)
Business Records	158	(2)
Patient and Insurance Information	160	(1)
Filing Equipment	160	(1)
Vertical Files	160	(1)
Lateral Files	160	(1)
Card Files	160	(1)
Filing Supplies	161	(2)
File Folders	161	(1)
Vertical File Folders	161	(1)
Lateral File Folders	161	(1)
Guides	162	(1)
Out-Guides	162	(1)
File Labels	162	(1)
Color Coding	162	(1)
Aging Labels	163	(1)
Preparing the Clinical Record	163	(1)
General Guidelines	164	(1)
Preparing the Label	164	(1)
Coding the File Folder	164	(1)
Cross-Referencing (Numeric Indexing)	164	(1)
Preparing Business Documents	164	(5)
Inspecting	164	(1)
Indexing	164	(1)
Coding	164	(1)
Filing Procedures	164	(1)
Sorting	164	(1)
Putting Records and Documents into Their Final Place	165	(1)
How to Safeguard Records	165	(1)
Retention and Transfer of Records	165	(4)
Dental Patient Scheduling	169	(16)
Introduction	170	(1)
Mechanics of Scheduling	170	(9)
Selecting the Appointment Book (Manual and Electronic)	170	(3)
The Art of Scheduling	173	(3)
Scenarios for Scheduling	176	(3)
Results of Poor Scheduling	179	(1)
Making Appointments	179	(1)
Time-Saving Techniques	180	(5)
Develop Call Lists	180	(1)
Maintain Daily Schedule Sheets	180	(1)
Establish a Daily Routine	181	(4)
Recall Systems	185	(12)
Introduction	186	(1)
Classification of Recalls	186	(1)
Methods for Recalling Patients	187	(10)
General Information Needed for a Recall System	187	(1)
Prescheduled Recall System	187	(2)
Telephone Recall System	189	(1)
Mail Recall System	189	(1)
Combination Recall System	190	(1)
Computerized Recall Systems	190	(7)
Dental Insurance Processing	197	(32)
Introduction	198	(1)
Types of Dental Insurance	198	(6)
Fee for Service	198	(5)
Capitation Programs	203	(1)
Closed Panel Programs	203	(1)
Franchise Dentistry	203	(1)
Direct Reimbursement	203	(1)
Preferred Provider Organization	203	(1)
Health Maintenance Organization	203	(1)
Managed Care	204	(1)
Individual Practice Association	204	(1)
Union Trust Funds	204	(1)
Insurance Coding	204	(1)
Organizing Insurance Coverage for Each Patient	205	(6)
Manual System	205	(1)
Computer Databases	205	(1)
Subscription Services	205	(6)
Types of Insurance Information Required	211	(1)
Maximum Coverage	211	(1)
Deductible	211	(1)
Percentage of Payment	212	(1)
Limitation to Coverage	212	(1)
Eligibility	212	(1)
Preauthorization/Pretreatment	212	(1)
Methods of Filing Insurance Claims	212	(1)
Paper Dental Claim Forms	212	(1)
Superbills and Encounter Forms	213	(1)
Electronically Submitted Forms	213	(1)
Insurance Payments	213	(1)
Insurance Tracking Systems	214	(1)
Other Types of Insurance Coverage	215	(1)
Secondary Coverage	215	(1)
Government Assistance	215	(1)
Workers' Compensation	215	(1)
Auto Accidents	215	(1)
Other Accidents	215	(1)
Completing a Dental Claim Form	215	(1)
Sections of the ADA Dental Claim Form	216	(9)
Fraudulent Insurance Billing	225	(4)
Advisory Opinions	225	(4)
Inventory Management	229	(14)
Introduction	230	(1)
Inventory Management Systems	230	(4)
Computerized Inventory Management Systems	230	(1)
Manual Inventory Management Systems	230	(4)
Inventory Management System Protocol	234	(1)
Types of Supplies, Products, and Equipment	234	(1)
Consumable Supplies and Products	234	(1)
Nonconsumable Products	234	(1)
Major Equipment	234	(1)
Selecting and Ordering Supplies, Products, and Equipment	234	(4)
Selecting Supplies and Products	234	(1)
Purchasing Major Equipment	235	(1)
Selecting the Vendor	235	(1)
Information to Consider Before Placing an Order	236	(1)
Receiving Supplies and Products	237	(1)
Storage Areas	237	(1)
Occupational Safety and Health Administration (OSHA)	238	(5)
Financial Arrangement and Collection Procedures	243	(14)
Introduction	244	(1)
Designing a Financial Policy	244	(1)
Elements of a Financial Policy	244	(1)
Community Standards	244	(1)
Practice Philosophy	244	(1)
Business Principles	244	(1)
Financial Policies	244	(3)
Payment in Full	244	(1)
Insurance Billing	245	(1)
Extended Payment Plans	245	(1)
Credit Cards	245	(2)
Financial Policy Communications	247	(1)
Managing Accounts Receivable	247	(10)
Gather Financial Data	247	(1)
Prepare a Treatment Plan	247	(3)
Monitor the Accounts Receivable Report	250	(1)
Collection Process	250	(7)
Bookkeeping Procedures: Accounts Receivable	257	(18)
Introduction	258	(1)
Components of Financial Records Organization	258	(2)
Patient Information	258	(1)
Methods of Recording Transactions	258	(2)
Billing	260	(2)
Pegboard System	262	(3)
Daily Routine for Managing Patient Transactions	265	(6)
Identify Patients	265	(1)
Produce Routing Slips	265	(1)
Post Transactions	265	(1)
Complete End of the Day Procedures	266	(4)
Routine for Managing Financial Transactions	270	(1)
Reports	271	(4)
Types of Reports	271	(1)
Additional Reports	271	(4)
Bookkeeping Procedures: Accounts Payable	275	(26)
Introduction	276	(1)
Organizing an Accounts Payable System	276	(1)
Verification of Expenditures	276	(1)
Check Writing	276	(2)
Payment Authorization and Transfer	276	(1)
Completing a Deposit Slip	277	(1)
Pegboard Check Writing	277	(1)
Reconciling a Bank Statement	278	(8)
Information Listed on a Bank Statement	278	(1)
Items Needed for Reconciling the Account	278	(1)
Steps in Reconciling the Account	279	(7)
Computerized Check Writing	286	(1)
Payroll	286	(12)
Creating the Payroll Record	286	(5)
Payroll Records	291	(1)
Calculating Payroll	291	(1)
Calculating Net Salary	291	(4)
Payroll Taxes: Reports and Deposits	295	(3)
Employer Identification Number	298	(1)
Computerized Payroll	298	(1)
Payroll Services	298	(3)
Office Equipment	301	(14)
Introduction	302	(1)
Electronic Business Equipment	302	(2)
Hardware	302	(1)
Software	303	(1)
Data	303	(1)
Personnel	304	(1)
Procedures	304	(1)
Telecommunication	304	(3)
Telephone Systems	304	(3)
Electronic Communication Devices	307	(1)
Intraoffice Communications	307	(1)
Manual Systems	307	(1)
Electronic Systems	308	(1)
Office Machines	308	(1)
Business Office Environment	309	(6)
Questions to Consider When Organizing a Business Office	309	(2)
Safety	311	(4)
Computerized Dental Practice	315	(22)
Introduction	316	(1)
Levels of Function of Dental Practice Management Software	316	(3)
Basic Systems	316	(2)
Intermediate Systems	318	(1)
Advanced Systems	318	(1)
Selecting a Software Package	319	(1)
Functions To Consider When Selecting a Software Package	319	(3)
General Requirements	319	(1)
Patient Information	320	(1)
Patient Billing	320	(1)
Treatment Planning	320	(1)
Insurance Processing	320	(1)
Recall and Reactivation	321	(1)
Management Reports	321	(1)
Electronic Scheduler	321	(1)
Database Management and Word Processing	322	(1)
Clinical Integration	322	(1)
Basic Operation of a Software Package	322	(1)
Role of the Administrative Dental Assistant	323	(6)
Recording Patient Demographics	323	(1)
Creating an Account	323	(1)
Maintaining Patient Records	323	(1)
Posting Transactions	323	(2)
Using a General Database	325	(4)
Processing Insurance Claims	329	(1)
Scheduling Electronically	329	(1)
Producing Reports	329	(1)
Daily Procedures With a Computerized System	329	(8)
Opening Procedure	330	(1)
Checkout Procedure	331	(1)
Posting Mail Payments Procedure	331	(1)
End of the Day Procedure	332	(1)
Backup System	332	(5)
Employment Strategies	337	(16)
Introduction	338	(1)
Career Opportunities for Administrative Dental Assistants	338	(1)
Private Practice	338	(1)
Insurance Companies	338	(1)
Management and Consulting Firms	338	(1)
Teaching	339	(1)
Future Career Opportunities	339	(1)
Steps for Developing Employment Strategies	339	(14)
Assessing Yourself and Your Career Options	339	(1)
Gathering Information	339	(1)
Composing a Resume	340	(3)
Writing Cover Letters	343	(1)
Looking for a Job	343	(6)
Going on an Interview	349	(2)
Accepting a Job Offer	351	(1)
Leaving a Job	351	(2)
Glossary	353	(14)
Bibliography	367	(2)
Index	369