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Module 1: Introduction
Module 2: Goals, Performance and Attitude
Your Goals
Policies and Management Philosophy
Module 3: Privacy Guidelines and What is Allowed
Fraud
Retain Patient Records
Business and Human Resource Records
Release of Patient
Module 4: Clinical Considerations
Terminology
Anatomy
Tooth Numbering Systems
Tooth Surfaces
Charting
Specialists
Treatment Planning
Module 5: Records
Clinical Records
Progress Notes
Maintaining Records
Filing Methods
Types of Records
Filing Supplies
Safeguarding Records
Retention of Records
Transferring Records
Module 6: Communication
Interpersonal Communication
When Patients Challenge YOU
Nonverbal verses Verbal
Improving Communication
Delivering Information
Listening to Your Patients
Problem Solving Techniques
Providing Outstanding Customer Service
Communication Skills
Communication with Patients
Patient Arriving on the Wrong Day
Handling Angry Patients
Module 7: Correspondence
Secretarial Skills
Writing a Letter
Stationery
Types of Correspondence
Mail
Module 8: Telephone Etiquette
All the Office's a Stage
Telephone Techniques
Telephone Communication
Hold Please
Telephone Etiquette
Telephone Etiquette for a New Patient
Module 9: Your Responsibility and Daily Tasks
Morning Meetings
Appointment Schedules
Follow-up Calls
Patient Charts at End of Treatment
Next Day's Schedule and Confirmation
Daily Schedule Check List
Slow Period Check List
Module 10: Working as a Team and Types of Dentists
Module 11: Insurance (The beginning.....)
Insurance Terminology
Types of Insurance
Coverage
Insurance Claims
How to File
Completing a Claim Form
Tracking Claims
Payments
Fraud
Common Communication Problems
Module 12: Appointment Control and Scheduling
Production Goals
Appointment Book
Special Scheduling
Problem Solving
Confirmation Calls
Appointment Scheduling Tips
Module 13: Recall Systems
Types of Recall
How to Recall Patients
Module 14: Forms
New Patient Information Check List
Financial Policy
Emergency Retention Letter
No Show Letter
Module 15: Referrals
Module 16: Payments and Treatment Acceptance
De-briefing
Financial Plan
Patient Payments
Scripts
Payment Options
Collection Letter
Checking Accounts
Patient Follow Through
Handling Non-committal
Statements
Module 17: Financial Arrangements
Module 18: Accounts Receivable
Method of Accounting
Internal Controls
Adjustments
Daily Deposits
Audit Trail
Monthly Statements
Aging Report
Debt Collection
Collection Calls
Letters
Return Check
Non-sufficient Funds
Credit Bureau Reporting
Overdue
Collection
Small Claims Court
Module 19: Accounts Payable
Overhead
Writing Checks
Reconciling a Bank Statement
Petty Cash
Payroll & Deductions
Retaining Records
Module 20: Inventory Control
Module 21: Dress Code
Module 22: Resume & Interview
Module 23: Managing with a Purpose
Mission & Vision Statements
How to Create a Vision Statement
How to Write a Mission Statement
Core Values
Job Description
Job Writing
Legal and Fair Interviews
The Interview
Interview Questions
Candidate Evaluation Form
The New Team Member
Orientation
Orientation Checklist Agreement
Empowering Team Members
Building a Team with Purpose
The WOW Effect
Role Playing
Ethical Concerns
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