We are happy to have you helping us. We are very proud of what we’ve accomplished. So what have we accomplished? We’ve built long-term relationships among ourselves and with our clients.
Did I say clients? Don’t we treat dental patients! We used to years ago when we thought that we were here to fix teeth. Today we believe that dentistry is more a behavioral science then a physical science. That means that patching diseased teeth on fearful people is worthless profession.
We have dedicated ourselves to dentistry in the 21st century on clients. Patients are people who patiently, gratefully, accept the treatment the dentist has diagnosed as needed. Clients retain professionals to meet their needs as they define their needs. Almost no one wakes up in the morning and thinks: “Wow this is going to be a great day! I have a dental appointment!” People think of dentistry as an expensive, painful, experience where you give up all control and are done to.
That’s why we need you. Your reason for being here is to help relax our clients. The rest of this training manual will describe various tasks that you can do to accomplish this. I hope you see how important we believe you are to our success. A welcoming smile. A reassuring, happy, relaxed first contact with our practice. Do you need help with your coat? Directions to a restroom? Help with a child? Something to drink? You’re the person ready to solve these concerns. The more relaxed the client, the better the anesthesia works. The more receptive they are to our suggestions to improve their health. The greater the chance that they’ll feel good about their visit with us and they’ll come back!
We believe your job is critical to our success. Your job is a new type of job in dentistry. We’ll learn together how best to structure it. As you read our training material always judge it by thinking “Will this help me to relax that client that’s going to have dental appointment soon?” If you have any ideas at any time to improve how we help our clients, let your office manager or the dentist know. Thank You.
Understands this section.
Office manager Date
A – Keeps reception room & business office clean and neat
B – Appointment Book
C – Checking Patients In
D – Verifies client information and insurance plans
E – Professionalism in the Dental office
F – Understands Windows
G – Provides refreshments
H – Does Client / Non-Client Interviews
I – Complaint Forms
J- Scanning To Purge Old Charts
K – Updates “Patients In The News”
L – Follows Ideal Day
M – Summarizes Walkout Statements for our collections secretary
N – Handles new mover direct mail postcards
O – Works with DemandForce software
P – Finds provider names for Delta and Met Life claims for our collections secretary
Q – Homebound Friends
R – Gmail directions
S – Processing change of address forms
Everyday you need to straighten the reception area. Plants are to be watered weekly. Trim all dead blooms and yellowed leaves when they first appear. Once every 2-3 weeks the magazines need to be sorted. The New Patient Board is updated with NP names each day. Keep the pamphlets looking neat and slots full. Add any new information, as it is included into each area.
Once each month go through this checklist. If any item isn’t excellent – let your office manager know.
• Room temperature 70-73 degrees
• Humidity comfortable
• Rooms are odor free
• Adequate lighting
• Clients aren’t seated in sun’s glare
• Window sills are clean
• Window shades are clean
• Furniture is dusted, stain free
• Carpet has no stains
• Doors, walls, switch plates clean
• Light fixtures clean
• Lavatory mirror, sink, toilet clean
• Lavatory soap dispenser clean and full
• No peeling wallpaper
• Magazines current and not torn
• TV is on and tuned to the correct channel
• Make sure each dentist and hygienist’s profile is in the wooden rack by the front door
• Make sure our current newsletter is in the wooden rack by the front door and a small stack of newsletters sits on both the greeter station and the corner of the main front desk
Magazines in office:
Better Homes and Gardens Money
Bits and Pieces More magazine
Buckeye Sports Bulletin Nutrition Action Health Letter
Business Week Oprah
ESPN Magazine People
Family Circle Popular Science
Forbes Magazine Prevention
Health Real Simple
Martha Stewart Living Sports Illustrated
In Lobby: keep current month, and next month (example: if this is October – have Oct. and November. If weekly magazines, keep most recent 4 issues.
Exception: If damaged or torn covers pitch. If not “newsy” (Smithsonian, Harpers, People), older issues are ok.
In Operatories: When done sorting in lobby use older (August and September if this is October) in ops. and toss older ones. Keep 1 magazine in each of these categories: Women (Better homes, Family Circle, Health), Girls (Seventeen), Kids (Highlights)
Okay, let’s look at the appointment scheduler. For each doctor, on each separate “page”, there are four columns, and each doctor’s hours are outlined in black. Each “producer” (doctor, hygienist, or assistant) is given a column
All appointments are booked in the computer.
Page 1 (F1) is Dr. ___________
Page 2 (F2) is Dr. ________________
Page 4 (F3) is for ________________________
Each line in the computer represents 15 minutes. The patient’s name, type of treatment and if they are a new patient (N.P.) is entered in the computer plus the amount of time that client requires.
When a client walks into the door, your job is to make them feel welcome, and that they are important to us. Treat them like the friend of your best friend visiting your house for the first time. Expect clients by reviewing the appointment book and greet them by their first name whenever possible.
Click on the appointments and choose Status:
Here ww (it will turn the side of the appointment _________ color), be sure to check all pages to make sure clients aren’t seeing multiple providers, these should usually say to _____ from _____. Clients needing to fill out paperwork will be ____________ color, the paperwork to be given will be noted in appointment section on the ________ screen.
Welcoming New Patients
When a new client comes into the practice stand up, look them in the eye, and greet them. “Welcome to Dr. _______’s office.” Offer them a packet of new client health history to fill out and also a packet of new client brochures. Make sure they realize the health history information is 3 pages long. If the client has trouble filling it out, escort him/her to a quiet area and ask the questions and you fill out the form.
The greeting should sound like, “Welcome to HealthPark. I’m (first name). I have some paperwork for you to fill out when you are ready. Is there anything I can do to make you more comfortable? Would you like something to drink? We have coffee, tea, or water. I have also included a practice brochure about our practice. If you would like to have a seat and fill out your paperwork the Dr. will see you in a few minutes.”
Ask for a copy of their insurance card, make a copy of both sides and give this information to a secretary to enter into the computer. For patients without insurance, give them a prevention bonus club card and explain that after a client has had 5 cleanings, they will receive 50% off their next recare appointment.
Checking In Clients (Check List)
Is client on time?
(if not let a secretary know so they can alert the provider)
All appointment boxes that are _________ color mean that we need paperwork from the patient. If they are new we will need them to fill out the NP health history (either Adult or Child). If they are an existing patient they will need to fill out the 5 Year Review.
To print these:
Double click on the patients appointment box and select Patient Info
On the tool bar click on the Quick Letters icon (blue envelope)
For a new patient click on either GP Adult NP health history or GP Child NP health history, then print
For an existing patient needing a 5 Year Review click on 5 Year Review, then print
The computer will automatically print all saved account information onto the health history and patient will need to fill in blanks and update any necessary existing information.
Is client New?
a. New Client Paperwork
b. Welcome Packet
c. Check Client in
d. Verify Client information in the computer off of the Health History. (Name, address, phone #’s, e- mail address, birthday, SS#, employer, insurance, referral) *Remember* if the insurance isn’t in the patient’s name be sure to get the name, date of birth, SS# and employer of the policy holder for our collections secretary. Most insurance companies are now issuing an ID number in place of the SS#. Be sure to enter that ID number into the computer on the insurance screen or give to our collections secretary.
e. Offer them a prevention bonus club card.
f. Place client information in the “New Client Paperwork” bin located on shelf in business office.
a. Check Client in
b. Check to see if they need paperwork
c. Ask client if any of their information has changed and verify information, make copy of any new insurance cards (front and back).
Always ask every client checking in if we have their e-mail address.
Show them the e-mail sharing slip
Explain the reason/benefits of having their e-mail on file. (Online appointment request, clinical/billing questions, online confirmations)
If the patient fills out the form go to their family file and double click on the gray personal info box and enter info.
If the patient declines to give us their e-mail that’s fine.
As a Greeter it will be one of your daily responsibilities to record all new e-mail updates on the e-mail tracking form. At the end of every month, you will turn this info into the office manager for review.
Scanning Patient Insurance Card Into Family File – West Wing
At copier, place card face down in center of glass
On copier, select scanner
Scans, scan settings
Full color, ok
Flip card over, start
Press # button
Inside Dentrix find the client in the family file
Go to document Center
Acquire, Import from file
Select scan you want
Document Type – Patient Insurance
Description – name of insurance
Delete insurance card from scans folder (F/Shared/scans)
Scanning on East Wing
At copier, place card face down in center of glass
Arrow up to file, set
Arrow up to computer you want scan to go to, set
Flip card over, start
Inside Dentrix find the client in the family file
Go to document Center
Acquire, import from file
Select scan you want
Document Type – Patient Insurance
Description – name of insurance, ok
Modify document, add page
Import from file
Select file you want, ok
Save – yes
Save insurance cards in multiple family document center accounts
Open family file
Go to document center
Import from file
Select the scanned info you need
Select document type and type description
Click modify attachments
click > by patient
type family member name, enter (may repeat for several family members)
Guidelines for running on time
1. As Greeters we are to note the arrival time of each patient.
2. If the patient arrives way too early, we are to inform them of their scheduled appointment time when we check them in.
3. However, if a patient is on time and is still sitting in the waiting room after 8-10 minutes, we are to advise their provider of that fact, find out the reason, and let the patient know about the delay.
If your client needs pre-medicated for future appointments, make a note of it in the computer, by placing a + after his/her first name and by double clicking the Alerts box in the family file, choosing the medical alert and clicking okay.
Before you can enter patients you need to understand the referral system and how it works in our office. Referrals are the backbone of the entire practice.
To enter a referral:
Go to the family file, select the patient
Double click on the box that says “Referred By”
Choose either patient or Doctor/Other-which will pop up a list for you to choose the appropriate referrer from
If the patient doesn’t have a referral listed, please ask them “Whom do we have to thank for referring you?” Then put this information into the computer.
PATIENT INFORMATION – HOW TO VERIFY INFORMATION
The Family File is one of the regions in which you will spend much of your time on the computer. It is in this screen that you add new head of households, new patients, change addresses and phone numbers of existing patients, add or change insurance coverage, etc. This is also one of the most important sections. It is the basis for everything that happens to the patient. If the information here is entered correctly, everything that happens afterwards will go so much smoother. If it’s incorrect to begin with, then your life will be more complicated. This is why we’re going to be spending a lot of time on this section.
Always check first to see if the new patient or any member of his family is already in the computer. He may be listed as a head of household if his wife or kids are patients. You would click on the Select patient icon and enter the first few letters of his last name and the computer will pop up a list of all patients with similar last names. After you have determined that the patient or his family is not in the system you will want to add the patient. To add patients, Click New Family. This will bring up a template for you to fill out with their information.
The head of household is the person who will receive private statements and is the person who is responsible for payments on the account. It is not necessary for the head of household to be the patient, to live in the same household as the patient, or even to have the same last name. The head of household could be the mother, grandmother, uncle, etc.
Once you have entered the head of household, it is easy to add family members to the same account. Simply click on the icon “Add New Family Member” and it will bring up a template for you to fill out on his family member.
Name-Enter the name in the requested format. Entry may be all in lower case as the system automatically capitalizes the first letter of each name after you press the tab key. Common entries would be:
Bush, George H.
Bush, D.D.S., George H.
Bush Sr., George H.
Mc Donald, George
FOR OUR WELFARE and BCMH patients, ENTER THEIR LAST AND FIRST NAMES IN ALL CAPITALS. THIS IS A REQUIREMENT FOR THE CLAIM FORMS, and also helps us identify them. Salutation – Only use this if the person likes to be called something different than his/her proper name.
For our orthodontics patients, even if they are already GP side patients, we enter them again, so their orthodontic accounts only have ortho information in them. For the patient named Ann Carter, her ortho account would be entered as Ann zz Carter . Place two z’s at the beginning of the last name and then enter a space, and then the name: zz Carter. This keeps all the ortho accounts together at the end of the database. We have separate ortho accounts since we charge their entire fee for their ortho treatment up front, and since we use the FIFO (first in first out, meaning first charge in will be paid first), method of accounting, we can’t wait until their $45000 ortho treatment is paid before their cleanings and restorations and other treatment. Also, each ortho account can only have one patient in it. (The reason for this: Dentrix only allows one payment agreement per account.) So if Ann Carter and her sister Jane are both going to have treatment, they each would be entered on separate accounts w/ whoever is responsible for the account on each account as the guarantor. For example if Ann and Jane’s dad is Joseph Carter you would enter zz Carter as the last name then “Joseph for Ann” as the first name on the account where you are putting Ann, and likewise”Joseph for Jane” on the account where you are putting Jane. (or zz, ) This way when we are entering payments under the guarantor names, it is easy to see which is which. If Joseph Carter would then decide to also have ortho treatment, he would go on a third account and his first name would be “Joseph for self”.
B. Select if this is a patient, non-patient (for example a parent of an orthodontic patient) or inactive.
Select male or female.
Select Married, Single, or Child.
C. Birth Date- Enter numbers in MMDDYY (month, day, year) format (e.g. July 2, 1964 would be entered as 070264. The day and year always require two digits, such as 07 and 02.
D. Soc/Sec/No – Enter the 9-digit number without dashes such as 598374239. The system will then display 598-37-4239.
Street Address- Enter as you would like it to appear on correspondence (e.g. 123 Main St., Apt.14).
City- Enter, as you would like it to appear on correspondence. Do not abbreviate, and watch your spelling as this initial entry may be used for all patients in this city.
State- Enter the abbreviation of the state. Dentrix will default to the state, which appears in your Practice Information, so you may tab past this field unless the patient is from out of state.
ZIP- Dentrix contains a ZIP code cross reference file that keeps track of the city and state associated with ZIP codes as you enter them. When you type a ZIP code already on file, Dentrix will automatically fill in the city and state. If the ZIP code is a new one, you will need to fill in the City, State.
Home Phone- Enter the area code and the 7-digit number. Work Phone and Extension- Enter in the same manner as the home phone. Enter an extension number if available.
Choose their primary provider-one of the doctors.
Change their first date to the date of visit; if they are a non-patient delete there first visit date.
Now you will double click on each box in the family file and enter information in each section.
Alerts-Add any medical alerts for the patient
Continuing Care- Dentrix will set this automatically
Employer- Double click the box, then type the first letter of the employer, then the arrows to the right so you can select it from the list. NEVER TYPE THE FULL NAME OF AN EMPLOYER – THIS WILL CREATE DUPLICATES!! Click ok. Only enter the employer if the patient has insurance through the employer. If the employer is not on the list, go ahead and type the employer name into the pop up screen.
Primary Insurance– Click on the bottom next to carrier- this will bring up a screen where you can find the insurance plans that company offers.
1. Click Search by Employer and it should give you a list of insurance plans attached to that company.
2. Select the one you want and click okay.
3. If the result of this search is No match then click cancel to get back to the insurance information screen.
4. In the carrier box, type the first letter of the insurance company you want and click the double arrow button. This will bring up a list of all the employers that work with that insurance company. Look for the employer in the list. If you find it, highlight it and click okay.
5. If you do not find the employer listed for that insurance company you will need to add a new insurance plan for that employer. Start by clearing the carrier box and clicking on the double arrow button.
6. Then click New Insurance Plan- enter all information needed here. Line 1 is the insurance company name, line 2 is the employer name-you must type it exactly as it shows up in the Employer list so it will match, next fill in address and phone numbers.
7. Enter Group#, if no Group# is listed you must enter 0000
8. Change claim format to DX2007
9. You can ignore Local, and Last update.
10. You must choose a Payer ID. Look to see if the insurance company is listed, if not you, must click on 06126 ALL OTHER PAYERS NOT LISTED. We send all insurance claims electronically, by clicking this code. The claim will get sent. If this Payer ID is left blank the insurance claim will not be sent – this is a problem.
11. Then choose the type of insurance company it is – usually commercial.
12. If the insurance company has assigned an ID number to use in place of the Social Security number then place that ID number in the “Subscriber ID” box on this page (you could be over-riding the SS#)
13. Mark both assign benefits boxes.
14. Click okay for both screens to get back to the family file.
Patient Notes- You can put in a note for this patient here.
Billing Type- Regular is #1, you must choose the billing type that corresponds to the program they’re on.
Referred by/Referred to- This field is used to provide an analysis of your referrals from other professionals and/or sources such as Yellow Pages. A referral must be entered for each new person.
The insurance plans are basically the coverage each employer has with the insurance company (insurance carrier). For example: Cardinal Foods (the employer) has certain coverage with Aetna Insurance Co. (the carrier). The coverage that Cardinal Foods has with Aetna may differ significantly than the coverage that Aetna has with the other employers with which it has policies. The insurance coverage that Cardinal Foods has will be listed under the insurance plan named “Cardinal Foods”.
Our system uses the complex prorating so that we will have all the information available for each insurance plan to assist you in estimating insurance benefits for your patients accurately.
BIRTHDAY RULE FOR INSURANCE
If the child is the patient and both parents have dental insurance be sure to ask the parents’ date of birth and note this on the top of the treatment sheet where the insurance information is. Ohio follows the “Birthday Rule” which states that the primary plan (the plan whose benefits are paid first) must be the plan of the parent whose birthday falls earlier in calendar year. The other parents’ plan will be considered the secondary plan and will pay after the primary plan has paid. If both parents’ birthdays fall on the same date, the primary plan will be the plan, which covered the parent longer. In the case of plans covering dependent children of divorced or separated parents, benefits will be paid from the plans in the following order:
1. The plan of the parent with custody of the child
2. The plan of the spouse of the parent with custody
3. The plan of the parent without custody of the child
However, if the terms of a court order identify the parent who is responsible for the child’s health care, that parents’ plan will be the primary plan.
The words you use are the “mirror to your soul”. When talking with a client, use words and phrases that professionals use. How you say what you say makes all the difference.
AVOID / BETTER
Cancellation / Change in schedule
Emergency time / Dr. Can relieve your discomfort at____
What is your phone number? / Where can we reach you during the day?
Can I help you? / How may I help you?
Dr. is busy / Dr. is with a patient
Check up / Thorough examination
Running Late / Interrupted schedule
Pain / Discomfort
Filling / Restoration
Pull, extract / Remove
Cap / Crown
Drill / Hand piece
Caries / Decay
Shot / Injections
Work / Treatment
Operatory / Treatment room
Recall / Re-examine or re-evaluate
Suggest / Recommend
Baby teeth/ Primary teeth
Rehabilitation or reconstruction / Comprehensive dentistry
Waiting room / Reception room
Dr. doesn’t work Sundays / Dr.’s hours are….
Would you like to come in? / Dr.__is ready to see you now.
Dr. can’t speak with you now. / Is this in regard to your account, or an appointment?
Have you seen the Dr. before? / When was the last time you saw the Dr.?
Do you understand? / How do you feel about this?
Understanding our Dentists
Oral surgeon – removes teeth
Orthodonist- Places braces & fixes occlusion (how your teeth fit together)
Pediatric Dentist – Specializes in children’s dentistry
Periodontist- Gum Specialist – Provides gum surgery and gum treatments
Prosthodontics – Deals with the replacement of missing teeth with complete partial dentures, or crown and bridges
Endodontist- Provides root canals
F- Understands Windows
There are a number of ways to develop your computer skills. For example:
2. Training classes
3. Trial and error
4. Computer tutorials
You’ll have a chance to use most of these methods, but here are some ideas to speed your progress:
1. Don’t be afraid of computers. Examples of these fears are:
a. Will I break it?
b. Will I mess up the information?
c. Am I smart enough to understand it?
d. Will the other secretaries think I’m slow or stupid?
Remember, everyone had to get through this learning time. You will too. Take your time. Don’t panic. Each day you’ll gain more experience and it will be easier.
2. Start working with the computer quickly. Don’t worry about speed. Be accurate. Use your own time to come in and work on the computer until your comfortable with it.
3. Take good notes in your notebook. Write down your mistakes. Write down who helped and what they did. Review your notes. Ask questions.
4. If something doesn’t look right, don’t panic. Ask for help.
5. Be physically comfortable at the computer.
a. Adjust your chair for good support
b. Sit straight most of the time
c. Keep your feet flat on the floor
d. You should be 14-30 inches from the screen and looking straight at it
e. Avoid glare on the screen
Here are the functions a computer can handle easily:
1. Information management
3. Insurance forms
4. Word processing
5. Lower overhead
When the computer manages these functions, your time is free to spend with our clients. The computer doesn’t depersonalize, it adds many personal touches that would otherwise be impossible.
If you haven’t used computers in dentistry regularly before, don’t be afraid. You will be given plenty of help and encouragement. Besides, everyone else has gone through this learning process also. The first few months some people may feel afraid that they’ll make a mistake that will ruin the office. That’s normal. More that that, it’s good. You can’t make a mistake that you (or our office manager) can’t correct. There are two kinds of mistakes.
1. Misentered information
2. Wrong sequencing of tasks
The first problem is not a problem. Everyone does this. If you are going to develop your career as a secretary, these mistakes must be minimal. The second kind of mistake is a computer operator’s nightmare. Many tasks, such as processing insurance forms and closing the computer down at the end of the day, require as exact series of instructions at specific intervals. These mistakes can take hours to correct. Try hard to avoid them!
There is a help manual in all programs that explains what the various sections mean. To access them, just click Help at any point and the on-line manual will pop up. Choose a topic in the index that you need help with and it will pull it up. Don’t pirate software! The penalty for every pirated program in $100,000. It’s not worth the risk! To avoid a $50 – $75 add additional program license. This also means that you shouldn’t copy programs for personal, family or your friends use.
Here are safety precautions when using a computer screen.
1. Avoid eyestrain – the most common health complaint from working on computers. Don’t stare at the screen too long. Never use the screen for more that ½ hour without doing something else for 10 minutes.
a. Don’t slouch
b. Don’t sit on the edge of your chair
c. Keep your elbows at your sides
d. Keep your wrists straight
e. Don’t bend your neck more than 15 degrees
f. Backrest adjusted to the small of your back
g. Feet flat on the floor
h. Thighs parallel to floor
i. Back against the backrest
a. Use a screen brightness 3-4 times greater than the room light. Also use a high contrast between the characters and the background. Make sure your screen is cleaned daily. (Dust decreases contrast)
b. Your screen should be at eye level, directly in front of you and at least 16 inches from your eyes. This may seem too far at first, but it helps protect you from the screen’s electromagnetic radiation.
c. The emissions are much more of a problem from the sides and back. Stay four feet from these areas any time a screen is on – even if it’s only dim.
d. ¾ of screen should be at or below eye level
e. Make sure there is no distracting glare (may need hood or anti-glare filter)
a. Upper arms hanging comfortably from sides
b. Keyboard should be slightly higher than your elbows
c. When typing:
i. Fingers should be lower than wrists
ii. Elbows should rest on armrests or at your sides and bent at a 90-degree angle.
iii. Forearms parallel to floor
iv. Strike keys with minimal pressure
v. Wrists should not rest on anything
vi. Use 2 hands to strike double key operations
vii. Hold the mouse lightly and position it at the same height as the keyboard
d. If you are tying a document, have the document at the same height as the screen so you don’t have to focus as much
e. Protect your eyes. Occasionally focus on an object away from the screen. If you wear glasses, be as far from the screen as you would hold a book. If you wear contact lenses, blink often to keep your eyes moist. Have regular optometric exams (available in flex-spending plan).
5. Danger Signals
a. Stiffness or pain in fingers, wrists, forearm, elbow
b. Clumsiness or loss of strength in hands
Shut down the computer
a. Close all programs by clicking the x in the top right corner of the window. (Click the task bar at the bottom of the screen to make sure all programs are closed.)
b. Disconnect from Mind Spring and then close that program also.
c. Click your left mouse button on the Start button (bottom right of the screen)
d. Click on Shut Down
e. Click Yes – to shut down the computer
f. f. It takes a few minutes for the computer to shut itself off – when the screen finally goes blank, you can go ahead and unplug all the cables and pack it up for the next time.
We offer coffee and water to all clients and their families coming in for appointments, these are kept on the wall table underneath the display cabinet. Ask clients upon checking in if they would like a beverage; also be aware if someone is sitting in the waiting room for a period of time offer them a beverage.
Fix one thermos of coffee and a pitcher of ice water
Supply napkins, sugar packets, sweet-n-low, in a bowl with some stir sticks, cups, and non-dairy creamer
Before leaving wash the thermoses out at night and leave open to air out
Extra products are stored under the tablecloth at night
This task is designed to improve client feed back through interviews. Scan the schedule in advance (try to stay away from 1st visit clients – are they running on time etc.)
Interview 10 clients a month
Sit with them in the waiting room and ask the following questions. As you gather good ideas and feedback from the patients, please share it with the office manager.
1. How long have you been coming to our practice?
2. Why do you come here?
3. How has your communication with us been? (letters, phone, front desk, statements)
4. Is there any treatment that has been recommended to you that you haven’t had done yet? Why?
5. How important is our warranty program to you?
6. Is there anyone on staff you especially like?
7. Rank your overall experience with us on a 1-5 scale (5 being best) __ Why?
1. We have superior technology – computers, intra-oral TV’s, tomographic x-ray equipment that provide you advanced care. How do you feel about the trade off between us putting a significant expense to continually improve our technology even though it requires a moderate fee increase?
2. Do you have dental benefits through work?
Yes – That’s great. How have they worked for you?
No – Well, you’re not alone. In fact, most companies are now offering dental benefits only if their employees pay the premiums! Do you think your company might be interested in setting up a dental benefits plan?
3. We believe in giving people choices for their dental treatment and that includes explaining what the procedures are and how much they cost. Do you feel our dentists and staff spend enough time answering your questions?
Parent With Child In Office
1. Because our dentists and staff do so much continuing education, we only schedule 3 weeks into the future. We offer evening and weekend hours for families with busy schedules. How convenient are our appointments for you?
2. Our overall goal is to help our patients help themselves to avoid expensive, complex, dental treatment and receive regular preventive care. When kids, learn how to brush and floss correctly it can save families from through expensive, painful problems. What do you think of our kids preventive care appointments?
3. As part of our emphasis on preventive care, we recommend sealants for kids ages 5 through their mid-twenties to protect their teeth from cavities. Do your kids have sealants?
4. Sometimes kids’ teeth come in too close together and braces can straighten out their smile. Have your children been evaluated for braces?
5. Any other dental services you might like to find out more about?
1. We believe in giving people choices for their dental treatment and that includes explaining what the procedures are and how much they cost. Do you feel our dentists and staff spend enough time answering your questions?
2. We invest in our people through extensive training and by providing the best technology to ensure that our patients have the best experience possible when they visit us. How do you feel about the trade off between the expense to continually improve our technology and a moderate fee increase to support it?
3. In the last few years, many new materials and methods have become popular for improving both the function and appearance of people’s teeth. Many of our patients have taken advantage of these advances. Have our dentists helped you have the attractive appearance you want when you smile and talk with people?
4. As new cosmetic procedures become more and more popular we offer new services to enhance your smile such as veneers, whitening and reshaping teeth. Have our dentists discussed these options with you?
5. Aside from cosmetic enhancements, we understand that preserving teeth for a lifetime helps people to stay healthy overall by maintaining a healthy diet. Is there anything our dentists have recommended to you?
Reasons Clients Leave:
1. 1% Die
2. 3% Move away
3. 5% Develop other friendships – friend went to another Dr. and they join them
4. 9% Leave for competitive reasons (better price or product)
5. 14% Leave because there is a problem
6. 68% Perceive an “Attitude of Indifference” – no compelling reason to stay
Client complaints are a good thing. In most offices in most industries an upset client is to be avoided at all costs. In our practice, you need to be able to put client complaints in a different context. It is your job to recognize these complaints, and make the dentist aware. Make sure to write down exactly what the complaint is, on a complaint form. It’s very irritating to the client to be asked to repeat the problem several times to various staff. Fill out the complaint form by asking simple questions, “I understand you are frustrated, tell me what happened?’ Once you have all the facts, thank the client and assure her that you will call her back within 24 hours, if that is okay with the client. Pull the chart and give the chart to the office manager for follow up.
Dr. ______________________ Type of problem: Sched; Tx; Communication; Insurance; Money; Other
Patient Name ____________________ Ph: _______________
Guarantor Name ______________ Yrs in practice: ______ Date aware: _______
Client Concerns and Desire:
Staff/Doctor Perspective: (Date __________________________)
Call back to respond to patient: (Date _____________________)
How problem was resolved: (Date ________________________)
Resolution: Satisfied / Staying in practice / Leaving practice
Every year we purge folders that we have been aging.
The folder aging process is:
Seen within last 24 months – main file
Seen in more than 2 years, but less than 3 years located ______________
Seen in more than 3 years, but less than 6 years broken down and scanned with x-rays stored in _________
Your task is to throw away unimportant papers, scan these we want to keep, and store the x-rays. Here is the outline of the papers to be saved / pitched.
Old health histories
Any emergency forms that are older than 2 years but save all that have endo notes on it
All old treatment plans
Filled, old treatment plan sheets
Notes from specialists
Thorough review exam forms (save medical / dental history forms)
Current health history
All hygiene sheets
Current treatment sheets
Current financial arrangements
Current treatment work sheet
All treatment sheets
Once sorted, the broken down file that we are keeping is stapled together, labeled with patient name and the year in which they were last seen, and filed on the East Wing. The papers not being kept can be shredded. If you are able to scan the kept papers, please do so.
As we are going through breakdowns, the colors of patient folders needs to be updated. Check the ages of children (red charts) and, once they are 10 years old, change their folders to the appropriate color folder for the length of time they have been with the practice. While going through the main charts, check the year in which the patient first start with HealthPark and change their charts as appropriate:
Less than 5 years: Manilla
5-9 years: Green
10-14 years: Purple
15 years or more: Gold
While switching the charts, make sure the chart is organized and all papers no longer needed are shredded (old health histories, old insurance cards, outdated Dentrix treatment plans, etc.).
Instructions to Scan a document on Greeter station scanner:
Go to family file in Dentrix
Click the document center icon
Click the scanner icon “Acquire Scanner”
To scan a full page
1. Put card into notch
2. Click on fax icon – looks like a Fax
3. Document Information will pop up
a. Document type – choose an option from the drop down menu
b. Description – type in
Instructions to Scan a document on the East Wing scanner:
1. Go to family file in Dentrix
2. Click the document center icon
3. Click the scanner icon
4. This will bring up the scanner software – Dentrix Quick Scan.
5. Click on Launch OEM dialog
6. Insert item into scanner – print side down
7. Click on scan on Dentrix screen (green triangle)
8. Then the document information screen pops up when done scanning
9. Select Patient Info for the document type
10. Type in the description & press okay
For GP Practice scan only:
1. Current health histories – name each page: health hx1, healthhx2, etc.
2. All hygiene sheets – name each page: hyg1, hyg2, etc.
3. All treatment sheets – name each page: tx sheet1, tx sheet2, etc.
4. Any signed consent forms
For Ortho breakdowns:
Scan and/or keep the following:
5. Current health histories – name each page: health hx1, healthhx2, etc.
6. All treatment sheets – name each page: tx sheet1, tx sheet2, etc.
7. All referral sheets from our orthodontist – name each page: refltr1, refltr2, etc.
8. All exam sheets – name each page: exam1, exam2, etc.
Save the x-rays & throw away everything else (including payment arrangements, insurance card copies and retainer slips). We also scan all signed HIPAA privacy forms – follow the same instructions for scanning and name the file: HIPAA privacy. After these documents are scanned, all paperwork is pitched and x-rays are labeled and saved in the file.
Dr. Smith, Loraine and Jill will bring in local newspapers (Tipp Gazette, Weekly Record Herald, Troy Daily News) and you will read through the human interest articles and look in Dentrix to see if any of these folks are patients. If they are, then cut out the photo or article, scan it in color & save it in their Dentrix document center.
Next, check Dentrix for an email and send the patient (or their Mom) an email that reads something like:
Subject: We saw you in the paper! (Insert the article to the email)
Dear patient (or patient’s Mom),
Congratulations! We saw you made the newspaper. What a great accomplishment to . . . (insert a comment about their activity from reading the article).
We love it when our patients get famous! We would love to show off your accomplishments – if you ‘like’ us on Facebook, we would be happy to post a link or photos from your article.
Have a great day!
Another way to congratulate Patients in the News is to go online to look for patients who have made the news. Go online once a week, look at the newest articles regarding schools, on the homepage, sports, etc. – look in Dentrix to see if anyone mentioned is a current patient. Then, email the link to the office manager so she can post a comment on Facebook.
The greeter is responsible to follow her ideal day, filling out the ideal day page and turning this page into the office manager’s inbox every other day (we fill out both sides and then turn it in).
Greeter Ideal Day
Day of the week:_____________Date: __________ Hours worked: _________ Name: __________
Mondays – Update our Welcome New Patient sign
Tuesdays – Participate in team meeting
Set Up Beverage Station
Turn Candle On
Salt Sidewalks If Needed
Check In All Clients
1. Verify Insurance
2. HH/HIPPA filled Out and Signed
3. Verify/Add Email
4. Preventative Club Card (For Patients Without Ins)_____
5. Warranty-# Discussed with Patients_____
6. Brochures-# Handed Out Today________
7. What Type:________________________
Pull Charts From Doctor/Hygiene Review Bins-Update Dentrix (phone/email) And Organize Charts
Change Water In Flowers If Needed
Sort Mail When It Arrives
Walk Out Statements
Track Hours Unfilled For Doctors And Hygiene
Print HH For The Next Day-Place In Secretary Binder (Print For Saturday & Monday, On Fridays)
Turn Off Candle
Have Clipboard Ready With One Child HH And One Adult HH
Put Away Beverages And Empty Coffee Pot
Patients Waiting In The Lobby (7 Minutes or More)
Patients Provider Time Waited
Extra Projects Worked On: ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Turn in summary of absenteeism for the month to office manager
Turn in final totals of unfilled hours for docs/hyg
Put blocks in for the next month (primetime, hyg, docs, etc.)
Auto Scheduling for dentrix
Pull most recent 12 months absenteeism report & highlight those who received a notice or meeting for absenteeism &/or tardiness.
(March 31st, June 30th, September 30th, December 30th )
Check perfect attendance (year to date) and submit to the office manager
___________ # letters folded & stuffed (goal is 100/hr)
□ Add articles about patients into Patients in the News
□ Track why patients leave the practice & summarize
□ Change insurance maximum default (goal 10/wk) – we assign # done_______
□ Add employer addresses (goal 25/hr) # added _________
Typing projects worked on / completed_________________________________________
Status of Typing Projects:
# of levels left to do______________
# of handouts to do_______________
# of other projects to do___________
CELL PHONE NUMBERS
1. If they are NEVER coming back, delete appointment.
2. If they give more than 24 hours notice break it write on broken appointment list
this will not effect their account for canceling
3. For same day cancellations or no shows break it put in dentrix beside the name, canceled or no showed, this will effect their account write on broken appointment list, put day of only on the line
The Greeter is responsible for updating the Broken Appt. List once a week.
To do this:
• Open Dentrix
• Under Appt. Lists choose Unscheduled List
• Record the date, name, provider, reason, length of appointment(s), & phone number for all appointments on the list since the last time the list was worked. (The easiest way to do this is to make the Unscheduled List box full screen and click the Print Screen button, then Paste into Word and print.)
• Go back through those names and remove all blocks, emergency exams, Ortho, anes if its without tx and any patients who have rescheduled their appointment. (Draw a line through those appointments.)
• Once you’re done, give the list to the office manager.
Walk out statement responsibilities
1. Front desk staff
– responsible for collecting patient portion for each person checking out
– responsible for making notes on the walk out statement what paid or why not paid or why only a portion paid
– responsible for putting their initials on walk out statement
2. Front desk Admin of the Day
– responsible for making sure that each person checked out has a completed walk out statement
– responsible for matching these to the day’s schedule for each dentist and hygiene
– responsible for turning over all walk out statements and matching schedules to the greeter
– responsible for noting on the schedules the notations from the walk out statements (whether paid, 0 balance, waiting till after insurance pays, gave them a statement to mail us, on a contract, paying at next appointment, etc.
– responsible for separating and tallying the paid and partial paid walk out statements for what each front desk person collected
– responsible for turning into our collections secretary any walk out statements that were not collected in full
– responsible for turning into our collections secretary all daily schedules with notations
– responsible for putting the front desk totals in to the “contest” file
4. Our collections secretary
– responsible for following up on each walk out statement where patient portion was not collected in full at check out
– responsible for completing percentages for the day’s collections and noting in the “contest” file
One of our methods of gaining new patients is to send a postcard to all families that buy a house in our area. Your job is to send out these postcards – selecting the proper card (we have two), copying the labels & then sticking them to the cards and then adding postage. We have two oversized postcards:
One for the General Dentistry practice and
One for our 3 Specialists (Pediatrics, Orthodontics and Gum Specialist)
We do not just send out these postcards one time – to try to increase the response, we will send a postcard to the family once a month for 5 months. We alternate the cards that we send.
Instructions to copy labels & mail:
1. Receive the new month’s list (or in the mail) usually the first week of the month.
2. Pitch the pages that list the homes that have been sold, keep the brown cover page and the labels. Often there is an extra page of labels at the back of this report – you can use these extra labels for copying.
3. Get the new movers folder. This is where we keep the past months lists and the instructions & extra labels.
4. On the brown page, label it “January list” (for the month the homes were purchased) and then write the next five months (Feb, Mar, Apr, May, June) and look at the past month’s list to then write which type of postcard to send (GP or Spec).
5. Gather the five months worth of lists that you will send postcards to this month. Obviously you will send postcards to your new list – and you will also need to make a copy of the previous 3 months labels (we keep blank labels) – the last list (this list is 5 months old) you do not need to make a copy of – since this is the last time we will use this list, you can just use the labels themselves & then pitch the brown paper cover.
6. Write the date that you send out the postcards on each of the 4 lists on the brown paper covers so that you know that the cards have been sent.
7. To copy the labels on the copier:
i. Place blank labels face down in Tray 1
ii. One page at a time (otherwise it will jam) – place address labels face up in tray
iii. Only do one set of labels at a time so they do not mix up
8. To run through the postage meter – since they are oversized, we still have to use the same rate as first class. Then just put them into the mailing bin.
Instructions to track:
1. Go and look for the worksheet tab labeled “New Mover”
2. Open this spreadsheet. Looking at the brown paper cover on your most recent list – look on the left side for the total number of names on that month’s list. Enter this number in the column for this month under Month 1.
3. Since we’re going to send postcards to these folks for the next 5 months, you also need to enter this same number of people in the open slots for Month 2, Month 3, Month 4, Month 5. If you look at the spreadsheet – you can see how the other months trickle down.
4. This tracking helps us to see how many postcards we send out each month and we will track our success at year end.
This software is installed on the server and copies our Dentrix data files into the Demandforce program which uploads daily at 8pm. No need to be “out of Dentrix” b/c it’s just a copy of the files. This software does many things automatically:
1. Satisfaction surveys – Sent to all patients, they fill out 8 standard questions & their comments & we get results compared to other DemandForce clients. Any results less than 80% show as a red alert for us to contact the patient & improve. This survey also includes an area for the patient to refer other NPs online.
2. Appointment requests – Patients can request a date/time for an appointment & we receive an email with their info. We then call & schedule their appointment & send back an email to confirm this is booked.
3. Confirmations – Sent to patients with appointments 4 days out, asking them to confirm online. We can see results in the dashboard.
4. Continuing care emails – Sent to patients with last visit date over 6 and 12 months to motivate to schedule a cleaning/exam includes a custom incentive to motivate them to schedule.
DemandForce also has a relationship with Google so that if someone looks for a dentist in our geographic area and our website comes up – it will show “23 reviews” as a link next to our website. If you click on this link, then it will take you to our DemandForce page that shows results & comments from our satisfaction surveys and people can schedule appointments through this page.
Instructions for staff
Go to www.demandforce.net – Use this to log in to our dashboard
Enter your ID & password
This takes you to our Dashboard where you can see an overview of all the programs running.
To check online confirmations – Do this every Monday morning
1. On the Dashboard tab, look to the right column for Confirmations
2. Look under the New column – click on each day to bring up a window of patients that have been send email confirmations for their appointments that day.
3. For all patients Confirmed, then put a checkmark in the box by clicking the box.
4. For patients “Verify email address” – make a note in their appointment in Dentrix to do this.
5. Be aware of other patients that have had their online confirmation delivered or read – if it has been read & not confirmed, these patients are possible no shows.
6. Any time you see other New confirmations, click on that day & check as the week progresses.
As of 4/12, DemandForce is implementing an upgrade that allows the program to automatically go into Dentrix to update the confirmations in the appointment book.
To ask for online referrals – Do this every Wednesday morning
1. Go to the Satisfaction Index tab – this shows a list of all patients that filled out an online survey for us.
2. Click the % for each patient to see the survey – for each patient that says Yes to question #10 (Would you refer a friend?) then put a note in any future appointments for the doctor to thank them for filling out the online survey & ask them to refer a friend.
To see how many emails were added each day to the system
1. Click on the Results tab
2. Click on the number of Promotions sent in the current month.
3. Look at the Date Sent – count how many were sent on each day; click Next as needed.
To check patient referrals – every Wednesday morning
1. Click on Referrals tab – shows a list of patients that have referred other patients
2. Click on the number next to the referral patient name, this brings up a window that shows the name of the patient that was referred.
3. Go into Dentrix to see if this person has scheduled (or completed) an appointment.
4. If they have, make sure the family file referral box reflects the patient name that referred them.
To check satisfaction surveys – every Wednesday morning
1. Click on the Dashboard tab – look at the upper left box of Satisfaction Index
2. Click on the number of New surveys
3. Print all surveys with comments – if positive, give to the provider; if negative, give to Jill
Keep the Demandforce website up on your computer screen so you can switch back & forth from Dentrix into Demandforce. This will help everyone to remember to gather emails & promote online scheduling & referrals.
A good script for talking about this program:
“We’ve made it easier for you to schedule appointments online and confirm appointments online. Plus we have an online referral rewards program that makes it convenient for you to refer friends here. Would you like me to add your email into our system so you can use these services?”
At this time, ______________ handles Appointment Requests and monitoring results
The greeter’s responsibility is to print the patients who are “offline” – meaning that we do not have a good email address for them. The greeter prints this list every day. She makes a copy for the East Wing and then both sides are to ask patients for their email address – and then enter the email address into each person’s family file in Dentrix so that each family member will receive an email when they are due for their cleanings.
On-Demand Training- Now you can access Demandforce training at your convenience. Trainings range from managing appointment reminders to tracking referrals and more. Access on-demand trainings by clicking “Training” in the top right hand corner, then click “Self-Running Video” on the left hand tool bar.
1. go to ledger screen in Dentrix
2. select patient icon
3. type name of patient from list
4. double click on the blue claim line that has the same dollar total as the Total column (last one on report)
5. note the provider name on the claim (left hand side of claim)
6. write the initials in the space in the 31-60 column on report
7. use these initials: ______________________
8. on the right upper side of claim you may see the words (Secondary Insurance) – if you see these words, write a 2 next to the patient’s name
9. “x” out of claim and proceed to the next patient listed
1. go to ledger screen in Dentrix
2. select patient icon
3. type name of patient from list
4. double click on the blue claim line that has the same dollar total as the Total column (last one on report)
5. also look at the Status Box in the lower left corner of the claim – if it says “Met to mail $____ on _____ (date) then you are done with this patient. You can put X thru their name on the report and proceed to the next one. If sentence is not there, then proceed to next step.
6. note the provider name on the claim (left hand side of claim)
7. write the initials in the space in the 31-60 column on report
8. use these initials _____________
9. “x” out of claim and proceed to the next patient listed
Q. Homebound Friends
Ocassionally you will receive a flyer from Dr that he gets at his church and has names of people at nursing homes or people in their homes with limited mobility. We get the list and send them a postcard. Allow Dr to sign the card, this card should have a label on the inside with all of our information so if they have any questions or any concerns they can contact us. (www.healthparkdentistrry.com,)
Get the list from Dr.
Pull the charts
Get mailing information together
Have Dr. review , so if he wants to add any friendly notes to postcard
Make your friendly comment on the postcard
Make clinical note in chart and in the tooth chart
Address and send out in the mail
1. Look for patients in the schedule from yesterday who have g-mail
2. Email that patient:
Thank you for allowing us to provide your dental care. I hope you enjoyed your appointment. Please find us on Google, follow the directions below and leave us a review of how well your dental visit went.
3. Patient log on to their Google account
4. Click on “+Amber” located in the upper left corner (their name if they are signed up for Google Plus. Will say “+You” if not”
5. Click “local” located on the left column
6. In Google Search, search HealthPark Dentistry
7. Click “write a review”
8. If not a Google Plus account, Google will direct the patient how to create this account when they click “write a review”
9. Patient can select link provided:
One of the greeters responsibility is separating and distributing mail.
Sometimes we receive FORM 3547, which are large post cards from the post office informing us of an address change. (see example below) The processing of these forms is also the responsibility of the greeter. They will usually arrive either stapled or rubber banded to a postage due page (form P.S. 3582 – C). This page goes to Loraine for processing.
The large post cards labeled FORM 3547 is what the greeter needs to process the address change. To process these, pull up the patient’s info in the family file. Make sure that the address in the system is the same as the old address on the FORM 3547 card. To change address, double click in name and address box. Delete old address and insert new as printed on bottom left hand side of FORM 3547 card. When you are changing head-of-household address, a box pops up asking to “change address” or “add as new address”. “Change address” will change all the addresses of everyone in the family file. “Add new address” will only change that person’s address. After all changes have been made, these cards can be shredded.