Office Procedures

Front 1

Business Assistants can also be known as...

Back 1

Secretarial assistants, receptionists and administrative assistants

Front 2

Business assistants are:

Back 2

often in the spotlight at all times

Front 3

Individual productivity

Back 3

the amount of work an individual can accomplish in a given amount of time under specific conditions

Front 4

Current productivity

Back 4

level of productivity at a given time NOt a max. level or potential level of productivity

Front 5

Group productivity

Back 5

varies according to the ability of the individuals to work together as a team and is not just simply the sum of the individuals productivity

Front 6

What are the four points of influence in the service cycle

Back 6

1) starts with the initial phone call by the client

2) initial visit, filling out forms etc.

3) journey from the front of the office to the back

4)communication skills, client education, financial arrangements, finale and follow up

Front 7

Client care problems must be...

Back 7

taken control of and resolved quickly by the dental office administrator

Front 8

Complaint can be thought of as a gift. What do the letters of the word THANKS stand for:

Back 8

T)hank the client for brining the problem to your attention

H)ear the problem

A)pologize for the inconvenience

N)eed more information? Ask.

K)now a solution and propose it

S)olve the problem or find someone who can

Front 9

Non verbal communication is approx. ___% of of information exchanges

Back 9

80%

Front 10

What is one of the first opportunities the dental office admin will have to build the foundation of a long term relationship with the client?

Back 10

New client interview

Front 11

What is a close ended question?

Back 11

Can be answered with yes or not. Best used to confirm, limit or close a conversation. Words like: is, do, has, have, can, will

Front 12

What is an open ended question?

Back 12

Used to reveal more information, control the conversation or build rapport. Words like: what, when, how, who, where or which

Front 13

What is the importance of triaging a patient over the phone?

Back 13

To know if the patient is calling due to an emergency or urgency.

Front 14

What are incoming calls?

Back 14

Calls for the dentist or staff, emergencies, complaints, calls about appointments, fee inquiries and solicitors

Front 15

What are outgoing calls?

Back 15

Calls for hotel arrangements, order supplies, confirmation calls, collections calls and client referrals.

Front 16

What is a comfort call?

Back 16

When a patient has been seen on an emergency basis or they have experienced a long or difficulty appoint-- a call is placed that evening or the following day to see how h/s is feeling.

Front 17

What is a patient record:

Back 17

1) legal document

2) patient registration (legal name, address, birth date, contact info)

3)medical/dental history

4)clinical exam and diagnostic information

Front 18

Original copies of the patient are always kept by:

Back 18

the dentist...copies are made and sent to the receiving office

Front 19

What must be received from the patient before transferring a chat to anyone

Back 19

Written consent

Front 20

What is the most common unit of time be:

Back 20

10-15 minutes

Front 21

What do you find a list of all the codes

Back 21

ODA fee guide

Front 22

What is a buffer time:

Back 22

very short (1-2 units) reserved time for emergencies and last minute appointments e.g. denture adjustment

Front 23

When should a new patient be scheduled?

Back 23

As as soon as they can be scheduled

Front 24

How many minutes before the scheduled time should a new patient arrives?

Back 24

15 minutes before

Front 25

What are recall appointments:

Back 25

also known as continuing care appointments and are generally scheduled every 6 months

Front 26

What is a "call list"

Back 26

Patients who would be able to come in for an appointment when another patient has cancelled or not shown up for their appointment

Front 27

What are the eight secrets of outstanding customer service

Back 27

C)ourtesy

U)nderstanding needs

S)ervice with a smile

T)elephone skills

O)one (customer comes first)

M)istakes happen

E)mpathy

R)eliability

Front 28

What are the 4 things that need to be obtained from the caller when taking a message:

Back 28

1)name of caller

2)number where they can be reached

3)message or instructions

4) time of call

Front 29

What is an active file?

Back 29

Patient who has been seen recently: within the last 2-3 years

Front 30

What is an inactive file?

Back 30

Patients who have not been seen in the last 3 years

Front 31

What are the four basic elements to be outlined in the appointment schedule:

Back 31

1)office hours

2)buffer time

3)meetings

4)holidays

Front 32

What are office hours

Back 32

Hours that the office open for business: does not included the hours when the practice is opening and closing, lunch hours and days off

Front 33

When are difficulty procedures booked:

Back 33

in the morning but not before or after another difficult procedure

Front 34

What type of questions do you ask patients who are calling regarding an emergency:

Back 34

1) how long the tooth has been bothering them

2)location

3)type of paint

4)swelling

Front 35

What is the daily view:

Back 35

appointment book information that is printed for each operatory, consultation area and sterilization area

Front 36

If the files with the names John Joseph Howard and John J. Howard are filed in alphabetical order, what name comes first?

Back 36

John J. Howard

Front 37

What is one of the most crucial elements needed for practice growth and stability?

Back 37

Recall system

Front 38

List 3 reasons why a recall system is so important:

Back 38

1) encourages clients to return to the dental office

2)dental diseases respond better to treatment with early detection, diagnosis and intervention

3)it is the life line of a dental practice

Front 39

What are the 3 types of recall systems:

Back 39

1)continuing appointment system

2)written recall notification

3)recall by telephone

Front 40

If a manual self-address recall card has been filled out by a patient, where is it filed

Back 40

Behind the month of the recall and at the beginning of the month the cards are mailed out to the patient

Front 41

What are 4 reasons for why a patient may be recalled:

Back 41

1)denture exam

2)status of ortho exam

3)endo check

4)prophylaxis and exam (most often)

Front 42

What it continuing appointment system also known as:

Back 42

The advance or pre appointment recall appointment system

Front 43

For the continuing appointment system what is given to the patient at the time of the last visit and when are they sent a reminder?

Back 43

1) they are given an appointment card with a specific time and date for a recall

2)the patient is reminded 2 weeks before the appointment

Front 44

How should continuing appointment system appointments be confirmed?

Back 44

By telephone

Front 45

What is the benefit of recall by telephone

Back 45

Personal contact with the patient is better than a notice in the mail that may be easily ingnored

Front 46

How does recall by telephone work?

Back 46

A list of patients and telephone numbers must be maintained of those patients that are due for a recall for each month. Their name is crossed off once an appointment has been booked.

Front 47

What is a purchase order or requisition:

Back 47

an order from your office with a reference number that is given to the supplier

Front 48

What is an invoice:

Back 48

a description of the product sent including the quantity and price

Front 49

What is a packing slip:

Back 49

similar to an invoice but does NOT contain pricing information

Front 50

What is back order:

Back 50

occurs when a supplier is unable to ship all or part of a purchase order

Front 51

Statement:

Back 51

at the end of a billing month all purchases and credits on the account with be consolidated on a single bill

Front 52

What is a credit slip:

Back 52

if products are returned to the supplier, you should receive a credit slip indicating the product, the quantity and the reason for the return

Front 53

What is shelf life:

Back 53

the length of time that a product will be stored after the manufacturer has distributed the product.

Front 54

What is a special order:

Back 54

products that are not used frequently, so they are not stored on a local basis. Delivery time will be 4-6 weeks rather than 2-3 business days

Front 55

The BA is responsible for ordering the:

Back 55

front desk supplies

Front 56

The clinical assistant takes care of ordering the:

Back 56

clinical supplies

Front 57

Red tag is for:

Back 57

to be ordered

Front 58

Blue tag is for:

Back 58

on order

Front 59

Yellow tag is for:

Back 59

back ordered

Front 60

What is an expendable item:

Back 60

items that are consumed upon each use such as cotton products, dental cements

Front 61

What are non expendable items:

Back 61

reusable items that are not a major cost such as dental instruments

Front 62

What are capital supplies:

Back 62

large costly items that are seldom replaced like computers, dental units and chairs

Front 63

What is a dental supply house?

Back 63

company that is able to provide all of the basic dental supplies, brand name and generic

Front 64

A dental insurance program is a contract between:

Back 64

the client's employers and the insurance carriers NOT between the insurance carrier and the dentist

Front 65

Frequency limitations:

Back 65

how many times a patient can come for a recall e.g. 6-9months

Front 66

Co payments and deductibles:

Back 66

usually annual fees

Front 67

Predetermination/pre-estimates:

Back 67

before the dental service is provided this is sent out to see how much the insurance company will cover

Front 68

coordination of benefits:

Back 68

prevent the duplication of benefits

Front 69

subscriber:

Back 69

the person who receives the dental insurance plan or the dependent of the subscriber

Front 70

group:

Back 70

the union or employment organization that has negotiated the dental insurance as a part of its benefits package

Front 71

carrier:

Back 71

is the part (usually the insurance company) whp pays the claims

Front 72

provider:

Back 72

the dentist that provides the treatment

Front 73

fixed fee schedule:

Back 73

establish fee for any treatment received by the patient under government programs:

-ODSP

-OW

-VA

-NHIB (non insured health benefits)

-WSIB (workplace safety and insurance board)

-Healthy Smiles program

Front 74

What is EDI

Back 74

electronic data interchange: the electronic submission of insurance claims

Front 75

What is the structure and layout of a letter:

Back 75

1)heading

2)opening

3)body

4)closing

Front 76

Things to include in a letter:

Back 76

1)return address,email, phone number

2)date

3)recipients name and address

4)persons title

5)greeting/salutation

Front 77

First class mail:

Back 77

priority mail, personal mail, special deliveries, payments and general correspondence

Front 78

Printed matter:

Back 78

announcements, professional meetings, newsletters

Front 79

Magazines and newspapers:

Back 79

for reception area

Front 80

Incoming mail must be:

Back 80

dated

Front 81

What are the 8 types of letters:

Back 81

1)welcome to the practice

2)congratulations

3)referral letter

4)completion of extensive care

5)continuing care

6)missed appt

7)proposed treatment

8)collection of payment

Front 82

Accounting:

Back 82

the process of recording, classifying and summarizing the financial transactions

Front 83

bookkeeping:

Back 83

recording of the accounting process

Front 84

BA is responsible for bookkeeping or accounting?

Back 84

Bookkeeping

Front 85

What are the two types of bookkeeping?

Back 85

1)accounts receivables

2)accounts payable

Front 86

Accounts receivable:

Back 86

any money owed to the practice

Front 87

Accounts payable:

Back 87

all the money owed by the dental practice

Front 88

Daily journal page:

Back 88

record of all patient transactions for each day

Front 89

Walkout statement

Back 89

Similar to a receipt except it shoes the current balance on the account

Front 90

Cheques must be stamped with:

Back 90

an endorsement to prevent anyone else from cashing it

Front 91

guarantor:

Back 91

person that is responsible for payment of the account

Front 92

disbursements journal:

Back 92

includes a record of all deposits and bank charges as well as cheques that are written

Front 93

overhead

Back 93

another word for expenses- the cost of doing business

Front 94

what are the two categories of expenses:

Back 94

1)fixed

2)variable

Front 95

fixed overhead:

Back 95

business expenses that continue all of the time: rent, utilities, insurance, salaries

Front 96

variable overhead:

Back 96

change according to the types of services obtained: dental/lab supplies, lab fees, equipment repairs

Front 97

payroll:

Back 97

the sum of all financial records of salaries, wages, bonuses and deductions

Front 98

source deductions:

Back 98

subtracted form the gross earnings of every employee

Front 99

When should all deductions be submitted:

Back 99

the 15th of the subsequent month

Front 100

vacation pay

Back 100

4% of their gross pay= equal to two weeks pay

Front 101

EI:

Back 101

employer is responsible for submitting 1.4 times the amount of employee's premiums on insurable earning for the pay period

Front 102

T4 slip:

Back 102

summarizes the total deductions that were withheld from the employee pays

Front 103

Record of Employment:

Back 103

reflects the preceding 20 weeks of insurable earnings- given when the employment has ended, must be issued with in 5 days of interruption of work

Front 104

Different types of payment:

Back 104

1) at the time of treatment

2)monthly statement

3)payment plan

Front 105

petty cash voucher

Back 105

slip saying what the petty cash was used for- date, expense cost,name of supply,to whom it was paid out to

Front 106

petty cash must be _____ at the end of the day

Back 106

balanced

Front 107

blanket endorsement

Back 107

anyone can cash the cheque

Front 108

restrictive endorsement:

Back 108

for the deposit only to the account of-- if someone steals it they cannot deposit the cheque

Front 109

raised cheque

Back 109

Numbers have been added to increase the amount the cheque has been written for

Front 110

Small claims court

Back 110

If the patient won't pay the balance they owe-- last option