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Office Management
Final
| Question | Answer |
|---|---|
| What are the three levels of dental practice software | Basic, Intermediate, Advanced |
| Create patient billing accounts- insurance processing – recall – basic accounting | Basic |
| Electronic scheduling – support group practices – personalize recall – generate reminders- all of the basic functions | Intermediate |
| All of above Plus integrates clinical with business office Maintains clinical records- Interoral and digital x-rays – electronic banking – credit card processing- digital signatures | Advanced |
| who should be involved in the selection of software in the office | everyone |
| 3 things the first level of software gives you | Word processing ( letters) Submit insurance claims List of scheduled patients daily ( not as a time schedule just a list) |
| Should the dentist’s signature be preprinted on a computer generated Prescription? Why or why not? | no too easy for unauthorized people to give RX for drugs |
| Why is it a good thing to have terminals in treatment rooms? | Clinical personnel can enter treatment at time of treatment for office to generate bills and insurance – schedule follow-up appts |
| What types of management forms can be generated by electronic systems? | Bills, superbills, letters, insurance forms, collection letters, charts and graphs of production of office and personnel, year to date financials, Patient demographics, |
| What does the computerized software assure the Administrative Assistant of? | A safe and secure system that will gather, store, process, and help effectively connect the clinical and business sides of the practice. |
| four categories of records are | vital important useful unimportant |
| clinical records should be written in pencil so you can fix mistakes easily? | false |
| is is oka to make derogatory statements in the patients clinical record because it is property of the dentist? | false |
| One type of number system is | Universal Numbering system |
| the registration form is used to | gather demographical info. insurance info, financial data |
| can clinical charts and record be used in the court of law? | yes |
| which numbering system is most widely used in the us today | Universal |
| Mesial Occlusal Buccal Distal would be noted in the chart as what | MOBD |
| Tooth “A” would be noted on a chart for a? | child |
| EX, Ext, Exo on a chart means | extraction |
| Employee records that must be maintained in the office include which of the following? | Birth certificated, high school diploma, employment agreements, Certifications and Hygiene Licenses. |
| Is it considered prudent to send copies and keep the original of records and x-rays? | yes |
| Can you send a copy of a husband’s clinical records and billing information to his wife | No unless he signs a release form giving permission |
| A patient phones to say he wants to have his entire clinical chart and any x-rays sent to his new dentist. Do you have to send them? Can you charge to send them? What is step one? | Step one – get signed permission to send only send copies of the clinical chart and copies of the x-rays keep originals in office |
| HIPPA privacy rules apply to the office – How do you get around the rules if you need to send a copy of an x-ray to the endodontist to whom you are referring a patient? | have patient sign a release form giving permission to send a copy of his x-rays to the endodontist |
| How often should the health history be updated? | each visit, or once a year |
| You heard the pharmacist tell a patient of office that his Warfarin prescription was ready. The patient is going to have 6 lower teeth extracted next week. Warfarin is a blood thinner. He never put the Rx down on his health history. What do you do? | -Call patient ask if he taking any med you need to know about for the extractions I.e a blood thinner; explain why Call doctor and tell him about the extractions: ask if there is any protocol he wants regarding pt going off the Warfarin. |
| it is smarter to use pencil when entering in a chart so you can erase something later. | false |
| Data entered into a chart after treatment should be initialed by the dentist or hygienist and in what other circumstances by the DA as well. | If the DA is the one who actually entered the info dictated by the doctor or hygienist, even if it was only part of the entry. |
| Which name comes first – John McDonald or John MacDonald | John Macdonald |
| ADA requires all dental and non dental supplies should be ordered from an accredited dental supplier. | false |
| Expendable supplies require the most attention | True |
| Why is it not prudent to order all supplies from on supplier? | you can sometimes get them cheaper or sooner from another vendor |
| A procedural Manual is good for: Dentist; Office Mangager, All staff Members | all staff |
| Clinical records can only be entered in the business Office | false |
| P. O. # stands for: | Purchase Order |
| Staples, Rite Aide, Bangor Medical supply are considered | Retail stores; non medial supply |
| What is HIPAA and what does it stand for? | Health Insurance Portability and Accountability Act Protects the privacy of the patient – |
| What is OSHA and what does it stand for? | Occupational Safety Health Administration protects the worker |
| Perry O’Dontal died 4 years ago can we throw away his records | no you must keep records for a certain amount of time after the death of a patient |
| What are the four types of documents in the office? | vital important unimportant useful |
| Why do we keep the original of dental records in the originating office? | legal document- forensics |
| What are the two types of filing systems for patient records? | alphabetical and numeric |
| The alphabetical patient filing system is used by 90% of all offices. | True |
| Is it considered ethical to charge a fee for copying records and x-rays to be sent to another dental practice? | yes |
| Define “lead time” when ordering supplies | Time it takes from order placement to receiving the merchandise |
| What are the three types of supplies? | capital expendable nonexpendable |
| What is a down side of the card inventory system? | cards can get lost or mis filled |
| Which of the following is NOT a reason for a recall? Cleaning, b. determination of periodontal tissue status, c. extraction | Extraction |
| The success of the recall system depends on what?: motivation, education, and consistent follow-up | Follow up |
| Productivity = Treatment divided by a. monetary considerations b. time factors c. patient motivation. | Monetary Considerations |
| Infection control in the office is whose responsibility | everyones |
| Evening hours and Saturdays should be saved for whom? | the working people who can't get time off from work |
| There are three types of recall system give and explain the good and bad for two. | advance appointment telephone system mail 1. make appt. when there – have it – may forget 2 telephone – personable – time consuming 3. mail – visual reminder – can be ignored |
| CASD stands for what? | Canceled appointment same day |
| A Patient comes in for a cleaning on the wrong day. What do you do? | Check to see who really made mistake- if “us” we see the patient – if patient- show nicely they are wrong and make sure they have one for a later date |
| When is the best time to see a preschooler? | around naps and meals |
| True or False, When making an appointment always ask, “What time would be best for you?” | False |
| List three thing to do when using the telephone recall system ie say thank you. | don't call too early in the morning voice conveys a happy positive attitude Make calls in private out of other patient hearing Don't pester a patient |
| Who gets specific times scheduled or extra time? | Elderly, handicapped,children, frightened |
| The office is backed up, you are running 45 min. late. What do you do with the patients who are stacking up in the waiting room | First apologize Tell them an emergency arose, ask if they can wait – give apx how long, offer new appointment |
| What are the two types of appointment book? | electronic or manual |
| What is the best type of traditional appointment book? Why? | spiral bound notebook pages are more secure |
| Should you use an indelible black pen in an appointment book? Why or why not? | No, erase tx of ca appt leave name put in new name under it with tx for new patient |
| What do you do with lunch hours, holidays, and vacations in the book? | cross them out; highlight lunch |
| Staff meeting should be held when? | when office is closed; employee should be paid for it |
| where should the office policy on broken/cancelled appointments be noted? ( there are 2 places) | in reception area and new pt letters |
| Is it “OK” to charge for a broken appointment? If YES, explain when, if NO, explain why | Yes – after x # have been broken, patient has been informed verbally and in writing |
| HIPPA | Health Insurance Portability and Accountability Act |
| Emergency Buffer | Time xed out for emergency patients |
| Peak Time | B/4 8 Am After 3P |
| Legal Document | Appointment Book |
| Xed out time | Lunch time |
| Call List | Used for broken or cancelled appts |
| Red Ink | Used for CA and CASD |
| Daily Appoint. Screen | Can have colors for each practioner |
| Daily Schedule | Can be printed for all Tx rooms |
| Advanced appointment | type of recall system |
| Crime | wrongdoing by society as a whole |
| Felony | serious crime punishable by imprisonment of more than 1 yr |
| litigation | process of a law suit |
| Expert Witness | offers an opinion based on records |
| Misdemeanor | Less serious crime punished by fine or imprisonment up to one year |
| Malpractice | negligence or wrongdoing by a professional |
| Code of Ethics | systematic, intellectual approach to standards of behavior |
| Consent | actions and duties that flow from a relationship |
| Negligence | an act of omission or commission |
| Malpractice can be intentional or unintentiona | True |
| Tort is a criminal wrongdoing with the government against a person | false |
| A fact witness must provide first hand information, not opinion based on records | True |
| If a dentist tells the DA to cement a permanent crown in the state of Maine it is “ok” if the dentist is in the building | False |
| Abandonment is considered malpractice | True |
| Risk Management programs provide examples of dentists who: ___ are good managers to copy ___ are good dental practitioners to copy ___ have been found liable in the past ___ have taken risks in the past | have been found liable in the past |
| Records of Management ___must include any incident between patient and staff ___ include all employee records ___ include any incident between staff, be documented and retained ___ all of the above | All of the aboce |
| 2 Categories of the Americans with Disabilities are: a. ___ Impairments b. ___ Records of impairment c. ___ inability to speak English d. ___ a & b e. ___ b & c | A and B |
| Tort is civil wrongdoing: it means ___ plaintiff against plaintiff ___ plaintiff against government ___ plaintiff against defendant(s) | Plantif against defendants |
| Acts that can lead to litigation: ___eating in the treatment rooms ___ canceling a patient’s appointment for the second time in a row ___ entering inaccurate information on a patient chart ___ B & C | entering inaccurate information on a patient chart |
| The two roles of dentistry in today’s modern world are: a. to listen and help patients b. to provide health care service and make a profit c. to create communication and service between patients and the practice | To provide health care service and make a profit |
| Goals are achieved by: a. stressing efficiency b. considering short term goals first c. being proactive rather than reactive | Being proactive rather than reactive |
| 80% of all failed jobs are due to poor ___________ skills. a. technical b. people training leadership | people |
| are the major assets in the new workplace. | employees |
| The modern dentist must be a/an ___ as well as a clinician. | entrepreneur |
| When a patient comes into the office what is he really looking for | Service |
| is what evolves into the commitment for the welfare of others | Attitude |
| The basis for patient retention is | Communication |
| To promote service you must listen to the patient. | True |
| It is important to inform patients of alternative plans. | True |
| The office manager develops the practice philosophy. | False |
| One way to promote service is to maintain regularly scheduled office hours. | True |
| It is up to the dentist to assign any duty he wants. | False |
| Technology alone cannot drive a practice. | True |
| Who else can carry out the administrative assistant’s duties? | Chairside Dental Assistant |
| One barrier to communication is | Lingo Terminology Vernacular Language Preconceived ideas Emotions, noise, stereotyping, conflicting non verbals |
| List two non verbal clues | Tenseness Embarrassment Anger Feeling Ignored Defensiveness |
| How does the patient show the two you gave? | How he sits, clenched hands, cover mouth, holding body in a tight manner, crossed arms, tapping toes or fingers |
| What is the first thing that should happen when a patient enters the office? | Smiled at greeted or acknowledged – if on phone complete call asap |
| What are the five elements of communication? | Sender Message Medium Receiver Feedback |
| What are semantics and what is a common one in the dental office? | Change in meaning of a word. Drill is one in dentistry |
| What should you always do when answering the phone? | Smile |
| What is the difference between telephone communications and face to face? | Non verbals cannot be seen, auditory only, tone of voice becomes Paramount |
| Show a telephone message with all the informational questions. | Date Time Int of person who took the mess For Name of caller Number of caller Call back Y or N Message |
| Second pages of a letter do not have the letter head on them. | True |
| What are 4 types of correspondence sent from a dental office? | Bills recall cards, letters to other dental offices, greeting cards, collections, insurance claims and cover letters |
| What type of correspondence is sent return receipt requested? | Final bills before legal action is taken, notices of firing a patient, legal correspondence |
| Do not send personal, sensitive, or confidential information e-mail. Why? | it is not secure |
| When dental personnel use jargon to a patient what happens? | The patient gets confused and upset and may get the wrong impression of what is happening |
| What does the Dental Assistant do with the Doctor’s mail when he goes on vacation? | Follows office protocol (places it on his desk unopened) |
| A patient who has a crown placed on a root canalled tooth# 2 is exhibiting which of Maslow’s hierarchy of needs? | Safety |
| Patient relations revolve around: ___ empathy ___understanding ___ warmth ___concern _ all of above | All of the above |
| Rogers believed that people were striving to | achieve the ideal self |
| List three things that influence a patient’s decision to join a practice. | name, ins accepted, staff communication, dentist’s philosophy |
| Why is the receptionist one of the MOST important people in the office? | First one seen at initial visi or spoken to on phonet |
| Mary Marshall is a 48 year old widow. How do you address her when it is her turn to be seen ? | Mrs. Marshall or as protocol for the office dictates |
| If a patient has to wait more than 10 minutes beyond their appointment what should you do? | Tell them – ask if they can wait - offer coffee or a beverage |
| A patient has cancelled 3 appointments for her root canal. Why? How do you get her to tell you the real reason? | Talk to her ask non one word answers and open ended questions |
| Iva Foulmouth comes into the reception area yelling. He has received a bill for services his insurance should have covered he screams. There are 2 children and one new patient in the waiting room. What do you do? | Get him out of the room into a quiet area. Speak quietly and calmly. Tell him you will recheck the bill and see what has happened – If there is time call the ins co. to see why it was not paid. Be firm and objective do not let it get personal to you |
| List 4 Team Strategies to provide outstanding customer service | available - unique image - appreciation shown- personalizes patints- listens- set goals for the office understands value |
| What are the 4 types of communication channels in an office | Formal downward horizontal Formal upward informal |
| In Formal downward communication who is the instigator of the communication? | Top down dentist or office manager to DA or Hyg Dent to off mgr |
| Is the office grapevine a good thing or detrimental to the office? | good to tell you if there is a problem arising in the office |
| Of the 4 types of conflict in the office, which one is between the three hygienists? | Horizontal |
| Noise, work overload, lack of trust is all barriers to communication. | True |
| Criticism can be constructive if it causes | Positive Changes |
| Ethel never can make a decision. If you ask her if she wants Subway or Quizzno’s for lunch she will say,”Oh, it doesn’t matter, whatever you all want if fine.” What is her conflict handling style? | avoid style, as well as passive aggresive |
| The dentist is going to ordered new uniforms for the office – it is a really ugly green- everyone else thinks it is beautiful. How will you handle the situation and what is the appropriate resolution for the problem? | Either deal with it because you'll only have to wear it one day a week or talk to the dentist and request a new color. |
| What should a well defined credit policy include? | Adhere to community standards conform to community standards reflect attitudes of dentist provide options to patients be written down for patients |
| List 3 traps to not being paid in timely fashion and how do you handle them? | Will pay at end of long treatments defensive or angry if asked for payments will pay after ins pays (even co-pay) be firm give policy again ASK for the money!! |
| Which type of office uses the coupon book for payment most often? | Ortho |
| When are statements sent out? | Usually ½ alphabet on 1st of month 2nd ½ middle of month all only once a month |
| What times of day can you make collection calls? | After 9 AM before 9PM |
| What is important to have in front of you when making a collection call? | All the account information in front of you – charts, ledger, copies of statements |
| What is level 5 of the collection process? | Collection agency or small claims court |
| Who does the Fair Debt Practices Act protect? | The consumer or patient |
| If the patient has insurance that will cover the cost of the procedure, who is responsible for making sure the dentist gets paid | The patient or legal guardian is ultimately responsible |
| adjustment | column that shows a change |
| bookkeeping | recording of financial data |
| receipt | copy of financial transaction for patient |
| day sheet | list of activity per day for each day |
| statement | monthly accounting for patient |
| credit balance | over payment by patient |
| Debit balance | what is due the dentist from the patient |
| nonsufficient funds | check returned for not enough money in bank |
| previous balance | amount owed before additional transactions |
| Accounting | recording, classifying, & summary of financial data |
| When adding decimal you always place the decimal point in the same place | true |
| __ Computer systems are only used to print out super bills | false |
| Computers must be backed up on a regular basis | true |
| In the pegboard system the date is shown as m/d/yy | false |
| __ It is more efficient to pull the ledger cards for the next day today | true |
| A credit balance can occur when the patient prepays for dental work. | true |
| Nonsufficient funds means the patient cannot afford to pay the dentist. | false |
| Cash only eliminates a lot of paper work | true |
| If a treatment is going to extend over 4 appointments, you must ask for the money up front | false |
| If you make an error on the day sheet, you should use white-out neatly and write over it. | false |
| 4 kinds of bank checks | Bank certified cashier traveler money order voucher |
| Who in the office should have access to the ATM Card | Dentist and office manager, business manager |
| A patient of many years wants to give you a check made out to her. She will sign it over to the dentist. Should you accept it? Defend your answer | no never take third party checks |
| Is it prudent to accept a check for more than the amount owed and give back change? If no, why not? | No. If it bounces you are out the original amount and the overage plus a bank fee for NSF. |
| Unemployment taxes are paid | the employer |
| What should you never use the ATM for | deposits |
| What does a certified check guarantee? How do you know this | The amount of the check has been frozen in the account. The bank account numbers on the bottom have been punched out. |
| Why is a money order, certified check, or Bank draft, better than a regular check? | Guarantee of payment, bank drafts and money orders were purchased and certified is frozen money in account. |
| What is a voucher check used for? What does it have that a regular check does not? | To pay bills you want itemized and has a stub that can be torn off |
| You made a mistake on the W-2 forms- They have already been sent- How do you correct this? | Make out a corrected copy and resend all the parts to the appropriate places. |
| self produced infection | autogenic |
| environmental protection agency | EPA |
| Hepatitis B Virus | HPV |
| materials identified as hazardous to human health | hazardous waste |
| A chemical used to destroy some pathogenic microorganisms | disinfectant |
| Occupational Safety and Health Administration | OSHA |
| Center for Disease control | CDCC |
| act of making something sanitary | Sanitization |
| process for rendering an item free of germ life entirely | Sterilization |
| secondary goal of dentistry | to make a profit |
| The business assistant is responsible for maintaining health exposure records of employees | true |
| There are 2 types of infection in the dental office. | true |
| _ It is not possible for front desk personnel to pick up germs | false |
| Tuberculosis has been wiped out in the U.S. | false |
| PPE is not necessary for all procedures | false |
| It is acceptable practice to wipe instruments with an alcohol wipe between patients. | false |
| OSHA was established to protect the worker in the workplace. | true |
| All chemicals in the office should be labeled | true |
| The proper way to sterilize instruments is to bag them and put them away in the bag after. | True |
| It is up to the dentist whether or not employees get immunized for Hepatitis B Virus. | false |
| lab jackets and coats must be cleaned by the? | dentist |
| Aseptic technique includes the following: | use of barrier covers use of antimicrobial hand rinses |
| bioburden includes | blood dust and skin cells |
| Chances of getting AIDS in a dental office are: | one in 1,000,000 |
| Cross Infection occurs when: | one person to another |
| What “old” disease is suddenly showing up in epidemic proportions in our area? | whooping cough and tb |
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