DEA 111 Office Management

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COURSE SYLLABUS

1. TITLE OF COURSE: DENTAL OFFICE MANAGEMENT

PREFIX / NUMBER: DEA111 CREDIT HOURS: 2

2. PREREQUISITE:

3. RESOURCES NEEDED:

TEXT: Modern Dental Assisting, Torres & Erhlich, Saunders, 9^th Edition, 2008.

Modern Dental Assisting Workbook, 9^th Edition, 2008.

SUPPLIES:

4. COURSE DESCRIPTION: Includes office management and clerical practices, scheduling appointments, completing daily records, insurance and tax forms, bookkeeping and recall systems and ordering supplies.

5. COURSE GOAL:

To introduce the student to office procedures in the dental practice utilizing professional behavior, responsibilities, ethics and mannerisms.

This course carries two credit hours for a total of 45 contact hours.

Transferability of credit depends on the institution to which the student plans to transfer.

6.	COURSE OBJECTIVES:
	At the completion of this unit the student should be able to:
	A.	Recognize the role of the dental business assistant.
	B.	Demonstrate the duties of the dental business assistant to laboratory competency.
	C.	Demonstrate professional communication skills with patients (verbal and nonverbal) and discuss communication pathways.
	D.	Discuss and demonstrate proper communication with patients (meeting the patient’s needs psychological, physical, mental, financial etc.)
	E.	Discuss effective communication with diverse populations (Awareness of respecting cultural diversity).
	F.	Identify basic dental terms in Spanish.
	G.	Demonstrate professional phone skills and use of phone techniques when taking with patients.
	H.	Discuss and identify types of written communications that originate from a dental practice
	I.	Identify business office equipment and demonstrate proper use of a business office computer, dental office management computer software program(s), copier and faxing equipment.
	J.	Identify types of business letters and demonstrate composing an acceptable business letter in either block or modified block style.
	K.	Describe how external and internal marketing is applied to dentistry.
	L.	Discuss communication with colleagues and identify the key to a successful work environment (being a team member).
	M.	Describe stressors in a dental office and methods of stress reduction.
	N.	Discuss the role of the office manager/business assistant in the dental office.
	O.	Discuss and identify the policies and procedures of an operating procedure manual.
	P.	Identify and demonstrate how to use the alphabetic, numeric, cross-reference, chronologic, and subject file systems.
	Q.	Describe the process of scheduling appointments for maximum productivity.
	R.	Demonstrate scheduling of the following: an appointment series, children, new patients, recall patients, emergency patients, appointments utilizing an EFDA, and overall appointment control management
	S.	Describe the function of computerized practice management systems and manual bookkeeping systems.
	T.	Identify and demonstrate setting up the various types of recall systems.
	U.	Discuss the management of inventory systems and identify the guidelines for ordering dental supplies.
	V.	Discuss a dental supply budget and equipment repair management.
	W.	Describe the function of computerized practice management systems and manual bookkeeping systems.
	X.	Discuss and identify appropriate preventive account management methods.
	Y.	Describe the importance and management of collections in the dental office.
	Z.	Discuss the role of the administrative assistant in making financial arrangements and state when such arrangements should be made.
	AA.	Describe types of accounts receivable systems and management of collection efforts.
	AB	Describe the basic accounts receivable management techniques.
	AC.	Discuss the components of a collection follow-through program.
	AD.	Demonstrate making financial arrangements with a patient.
	AE.	Demonstrate making a telephone collection call.
	AF.	Identify and use the terminology associated with expense and disbursements.
	AG.	Given the necessary information, establish the reorder point and reorder quantity for a given supply.
	AH.	Describe the procedures for the management of dental insurance and identify basic dental insurance terminology.
	AI.	Discuss the ADA Dental Procedure Codes and identify the basic dental procedure codes from D0100-D9999.
	AJ.	State the proper way to handle a N.S.F. check and describe how to make the necessary adjustments on the office bookkeeping systems.
	AK.	Identify the payroll taxes that are withheld from payroll checks, require a matching contribution by the employer; and which are paid only by the employer.
	AL.	Demonstrate maintaining payroll records.
	AM.	Describe the role of the dental auxiliary when employed as a generalists, administrative assistant, chairside or coordinating assistant, EFDA, office manager and dental auxiliary educator.
	AN.	Determine career goals and develop a personal philosophy.
	AO.	List at least three places where a dental auxiliary seeking employment may look for information concerning work opportunities and discuss types of dental practices to be employed in.
	AP.	Describe the responsibilities of both the employer and employee in maintaining employment. Discuss the elements of an employment agreement.
	AQ.	Discuss and identify factors to consider in salary negotiations.
	AR.	Prepare a personal resume and a letter of application.
	AS. AT.	Identify facts of personal and professional grooming and ethical behaviors. Participate in a mock job interview for the dental industry.
	AU.	Discuss the legal aspects of sexual harassment and describe the steps for job termination.

7.	EVALUATION PROCEDURES:
	50%	Of the student’s grade will be based on the scores received on worksheets, assignments, unit tests and quizzes.
	10%	Of the student’s grade will be based on the score received on the final examination.
	20%	Will be based on student’s attendance and tardiness (3 pts per session = 45 pts. per semester), clinic team rotation participation (5 pts per session = 75 pts per semester), and professional behavior/ work ethic (See Student Handbook - ex. respectable, team player, responsible patient care, dependable, etc.). 3 tardy equate to 1 absence.
	20%	The student's grade will be based on the rating scale of competency based tasks (1-4), scores received by the student on the competencies of writing a business letter, completing a resume, mock job interview, and appointment book scheduling.

Raw Score Range				Grading Scale Letter Grade	Grade Point Earned (Credit Only)
	100	to	93	A	4
	92	to	85	B	3
	84	to	77	C	2
	76	to	68	D	1
	67	to	0	F	0

PRECLINICAL AND LABORATORY ROTATION

Due to the importance of professional behaviors and team participation, all Dental Assisting Students must abide by the clinical rotation schedules posted in the Dental Assisting Clinic.

The following will apply for each student’s assigned weekly rotation:

· Each student will work within the assigned team when practicing skills and during student skill test out evaluations.

· Instructor skill test out evaluations will be completed with the assigned rotation team.

· If a member of the team is not ready for testing, the remaining partners will assist to bring all members to sufficient competency levels for final evaluation by practicing with the assigned group.

· Do not sign up for instructor test out prior to completing your student evaluation

· Task Performance sheets left in the clinic or lab will be taken and not returned to the student.

· Assigned teams waiting for instructor test out evaluation will be responsible for completing the following list:

o Instrument processing and stocking operatory supplies

o Clinic and laboratory housekeeping

o Working together on classroom assignments, homework, DASO Club projects

· Five (5) team points will be assigned to each team per week. (Total of 75 points per semester)

· Each student’s behavior will be respectful and professional* to all team members, faculty and patients. *See page 4 of the DA Student Handbook for professional behavior.

· Teams not abiding to the above will have the entire week’s points deducted and/or dismissed from clinical or laboratory session.

CLINICAL ATTIRE

The Dental Assisting Program Student Handbook describes proper clinical attire. The following additions will be evaluated in each clinical or laboratory session as part of the 5 team points.

· Students not in proper clinical attire (complete uniform) will be dismissed and not allowed to participate in clinical and laboratory sessions. No street clothes are allowed in clinic.

· Bangs longer than eyebrow length and long hair must be pulled back from face and secured.

· Teams not abiding to the above will have the entire week’s points deducted and/or dismissed from clinical or laboratory session.

ATTENDANCE: The attendance policy of the Dental Assistant Program will be the same as Pueblo Community College's (20% drop) with the following additions according to the Dental Assisting Program’s Attendance Table:

A. Ten percent (10%) absence (excused or unexcused) in lecture or lab classes will result in the student receiving an attendance-warning letter from the instructor. Any additional absences beyond the 10% will result in the lowering of that grade one complete letter grade for the class.

B. Twenty percent (20%) absence (excused or unexcused) in lecture and/or lab classes may result in the student being dropped from the class. If a student is dropped from a class for excessive absenteeism, continuation within the DEA Program will be decided by the Program Director/Department Chair.

C. It is the students responsibility to complete and sign the attendance or tardy sheet upon entering the class (before or at the end of the class, please do not interrupt the instructor during class to complete this task). Written excuses will be accepted at this time. If the instructor has started the class the tardy sheet is put out and you are considered tardy if you are not in your seat, even if you are in the facility area. (Ex., Still at your locker, socializing in hallway or smoking area.)

**How to evaluate your attendance grade: Take the total clock hours of your course multiply by .20. If you miss more than those hours you may be dropped from the DEA program. Half that many hours will be 10% which will result in the lowering of that grade one complete letter grade from that class.

Excused Absence: If a student knows that he/she will be absent from a scheduled class, prior notification must be given to the instructor before the class begins. Instructors maybe reached by phone, emailed or through the Division Administrative Assistant.

A. All assignments and exams will be allowed to be made up however, 10% will be deducted from each quiz, assignment, exam, pop-tests etc. If a student is absent the day of a group presentation the student will receive a 50% deduction and only receive credit evaluation for work done on the project. It is the student’s responsibility to arrange for the make-up and to schedule time with the instructor. Assignments must be turned in before the beginning of the next class, (it is recommended assignments be turned in the next day of attendance, please inform the instructor what assignment and course it is for and the instructor it should be given to). Exams must be made up before the beginning of the next class. It is the student’s responsibility to obtain all class materials that were presented while absent.

Unexcused Absence: Failure to notify the instructor that the student will be absent before the beginning of class will result in an unexcused absence. No assignments, quizzes or exams will be allowed to be made up for any unexcused absence.

TARDY It is considered unprofessional behavior for students to arrive late and/or leave early from lecture, lab, or internships. Students are to be ready to begin all educational opportunities at the scheduled start of the lecture, lab, or internship. Failure to do so will result in the student being tardy.

Students are to be ready in appropriate lab attire for the lab classes 5 minutes after the scheduled start of the lab. Failure to do so will result in the student being tardy.

A. Excessive tardiness or leaving early (2 or more) will result in the student being placed on probation. Two (2) additional tardies or leaving early after probation may result in the student’s grade being dropped 1 letter grade. Students are assessed for each contact hour of time and points will be deducted for time missed. (ex. DEA 175 = 2 credits and 3 contact hours per week or 3 points per session. If you left 30 minutes early deduction equates out to -.5 and total points earned are 2.5). In addition, if a student is dropped for excessive tardiness in a course, continuation in the program will be at the discretion of the Program Director.

B. Tardy Excused: If a student knows he/she will be tardy, the student must notify the instructor prior to the beginning of the lecture, lab or internship to be tardy excused. Exams will be allowed to be made up. Assignments are to be turned in as the student enters the room or as required for that class. It is the student's responsibility to obtain all class materials that were presented while absent or making up any exams, etc. Quizzes are usually not allowed to be made-up and the decision to do so is at the discretion of your instructor.

C. Tardy Unexcused: If a student does not notify the instructor prior to the beginning of the class that he/she will be tardy, the student will be tardy unexcused. If the student is allowed to take a quiz, they will receive only 50% of the total earned points for that quiz or allowed to sit for only the remaining minutes of the quiz. A timed quiz is usually verbal and the instructor will not go back to repeat previous questions. If an exam is occurring and the student arrives tardy unexcused, the student will be allowed to take the exam but WILL NOT be allowed any additional time to complete the exam beyond the scheduled completion time. Assignments will be dealt with as late assignments and the student will receive credit as stated in the syllabus (10% deduction). It is the student’s responsibility to obtain all class materials that were presented while absent or schedule a time to make-up any exam within the time frame allotted.

Students are expected to discuss their reason for being late and not notifying the instructor resulting in an unexcused tardy by the end of the class without interrupting the class. This professional courtesy will also be extended by all instructors to students if the occasion occurs. Phone messages left for the student are EXPECTED to be returned to the instructor.

	COURSE OUTLINE:
	UNIT I.		Communication in the Dental Office
			A.	Communication Pathways
			B.	Communicating with Patients
				1)	Patient Needs
				2)	Cultural Diversity
			C.	Phone Skills
				1)	Procedure of Answering the Phone
				2)	Phone Message Systems
				3)	Phone Equipment
			D.	Written Communication
				1)	Equipment
				2)	Business Letters
				3)	Types of Business Letters
				4)	Writing a Business Letter
			E.	Marketing the Dental Practice
				1)	Goals of Practice Marketing
				2)	Logistics of Marketing
				3)	Types of Practice Marketing
				4)	Practice Newsletter
				5)	Patient Education Materials
			G.	Communicating with Colleagues
				1)	Being a Team Member
				2)	Stress in the Dental Office
				3)	Methods of Stress Reduction
	UNIT II.		Business Operating Systems
			A.	Role of the Business Assistant
			B.	Operating Procedure Manual
				1)	Policy and Procedure Information
				2)	HIPAA Compliance
				3)	Personnel Manual
				4)	Computer Record Management
			C.	Record Keeping
				1)	Patient Dental Records
				2)	Patient Financial Records
				3)	Practice Business Records
			D.	Efficient Filing
				1)	Basic Filing Systems
				2)	Active and Inactive Files
				3)	Record Protections and Confidentiality
			E..	Appointment Scheduling
				1)	Computerized and Manual Scheduling
				2)	The Appointment Book
				3)	Guidelines for Scheduling
				4)	Outlining the Appointment Book
				5)	Making appointment Book and Appointment Card Entries
				6)	Special Considerations for Scheduling
				7)	Daily Scheduling Rules and Scheduling Patients
				8)	Confirmation of Appointments
				9)	Demonstrating Appointment Book Scheduling
			F. Preventive Recall Programs 1) Types of Recall Systems G. Inventory Management 1) Inventory Systems 2) Guidelines for Ordering Dental Supplies			Appointment Scheduling
			3) Dental Supply Budget and Equipment Repairs
UNIT III.		Financial Management in the Dental Office
			A.	Accounting and Preventive Account Management
				1)	Gathering Financial Information
				2)	Credit Reports
				3)	Fee Presentation and Making Financial Arrangements
			B.	Account Receivable
				1)	Types of Accounts Receivable
				2)	Accounts Receivable Management Basics
				3)	Recording Payments
				4)	Payment and Payment Methods
				5)	Bank Deposits
				6)	Monthly Statement
			C.	Collections
				1)	Management of Collection Efforts and Accounts Receivable Report
				2)	Collection Follow-Through
				3)	Collection Letters and Telephone Calls
				4)	Collection Agency
				5)	Small Claims Court
			D.	Accounts Payable Management
				1)	Dental Office Overhead
				2)	Disbursements
				3)	Organizing Expenditure Records
			E. Writing Checks
			1) Check Terminology
			2) Check Endorsement
			3) Non Sufficient Funds
			F. Payroll
			1) Payroll Deductions (Income Tax Withholding)
			2) Federal Insurance Contributions Act
			3) Government Remittance G. Dental Insurance 1) Parties Involved in Dental Insurance 2) Types of Prepaid Dental Programs 3) Basic Dental Insurance Terminology 4) Determining Benefits 5) Dental Procedure Codes 6) Claim Forms 7) Claim Form Processing 8) Payments from Insurance Carriers 9) Handling Overpayments 10) Insurance Fraud
	UNIT IV.		Employment and Marketing Your Skills
			A.	Your Professional Career
				1)	Goals and Philosophy
				2)	Career Opportunities
			B.	Gaining Employment
				1)	Locating Opportunities
				2)	Telephone Contact
				3)	Letter of Application
				4)	Resume
				5)	The Interview
				6)	Follow-up Letter
				7)	Salary Negotiations
				8)	Employment Agreements
				9)	Achieving Career Objectives
				10)	Professional Responsibilities
			C.	Types of Dental Practices
				1)	General (Solo) Practice
				2)	Partnerships and Shared Expenses
				3)	Specialty Dental Practice
				4)	Group Practice
				5)	Professional Corporations
				6)	Public Health/Government Clinic
				7)	Military Dental Services
				8)	Dental Schools
				9)	Teaching Programs
			D.	Maintaining Employment
				1)	Employee's and Employer’s responsibilities
				2)	Continuing education
				3)	Physical well being, Professional Uniforms and Appearance
			E.	The Legal Aspects of Sexual Harassment
				1)	Avoiding Sexual Harassment
			F.	Termination

9.	METHODS OF INSTRUCTION:
	To be successful in this course, students are expected to participate in discussions, readings, in-class writing, and peer review activities. The instructor may assign point values to such activities.
10.	ACADEMIC INTEGRITY:
	The very nature of higher education requires that students adhere to accepted standards of academic integrity. Therefore, Pueblo Community College has adopted a policy of academic conduct as described in the Student Handbook. Violation of academic integrity may be defined to include the following: cheating, plagiarism, falsification and fabrication, abuse of academic materials, complicity in academic dishonesty, and personal misrepresentation. It is the student’s responsibility to be aware of the behaviors that constitute academic dishonesty. Sanctions for violating the standards of academic integrity may include warning, probation, suspension, and/or failure of the course or assignment at the discretion of the instructor.
11.	ADA NOTICE:
	Students who have a documented disability may be eligible to receive accommodations for this class. Please contact the PCC Adaptive Services Advisors at (719) 549-3331.