Course Title: Assist with administration in dental practice

Part A: Course Overview

Program: C3202 Certificate III in Dental Assisting

Course Title: Assist with administration in dental practice

Portfolio: SEH Portfolio Office

Nominal Hours: 30

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Course Code




Learning Mode

Teaching Period(s)


City Campus


155T Vocational Health and Sciences

Face-to-Face or Workplace

Term1 2012,
Term2 2012,
Term1 2013,
Term2 2013

Course Contact: Ms Eleanor Schroeder

Course Contact Phone: 03/9341 1412

Course Contact Email:

Course Description

This unit of competency describes the skills and knowledge required for a dental assistant to assist the operator by managing appointments to suit the client and the organisation, to record and reconcile payments and to maintain client records.
All procedures are carried out in accordance with occupational health and safety policies and procedures, current infection control guidelines, Australian and new Zealand standards, state/territory legislative requirements and organisational policy.

Pre-requisite Courses and Assumed Knowledge and Capabilities

HLTIN301A Comply with infection control policies and procedures in the health care setting
HLTIN302A Process reusable instruments and equipment in the health care setting
HLTOHS200A Participate in OHS processes in the health industry
HLTDA303B Prepare for and assist with oral health care procedures

National Competency Codes and Titles

National Element Code & Title:

HLTDA306C Assist with administration in dental practice


1. Communicate effectively with clients and other persons
2. Respond appropriately to inquiries from clients and visitors
3. Allocate appointments appropriate to clients and organisation requirements
4. Calculate and record basic financial transactions
5. Handle cash and record financial transactions
6. Maintain client records
7. Assist with client recalls

Learning Outcomes

 1.1 Greet clients and other visitors appropriately
1.2 Make available an appropriate environment for the client to complete medical, dental and financial details
1.3 Listen carefully and be sensitive to client and/or carer point of view
1.4 Provide information to client and/or carer appropriately and completely using language that can be easily understood
1.5 Ensure client and/or carer understands information provided to them
1.6 Show empathy and respect for client and/or carer by being polite and avoiding negative comments
2.1 Maintain personal dress and presentation
2.2 Operate communication equipment effectively
2.3 Respond to inquiries promptly, politely and ethically
2.4 Determine the purpose of an inquiry, the identity of the person and retrieve relevant record/s if required
2.5 Prioritise messages and record them legibly and accurately
2.6 Refer inquiries outside area of responsibility and/or knowledge to appropriate supervisor
2.7 Comply with organisation protocols for electronic communication with clients and/or carers
2.8 Maintain confidentiality of information relating to clients, staff and the dental practice/organization
3.1 Identify the client’s appointment requirements
3.2 Agree an appointment time which meets the client’s preferences and the organisation’s requirements
3.3 Record the appointment details accurately and legibly using standard dental notation in the organisation’s appointment system
3.4 Provide a copy of appointment details to the client
3.5 Monitor appointment schedules and notify clients and the oral health care team of any necessary changes within a suitable time frame
4.1 Complete petty cash vouchers accurately and account for all monies
4.2 Calculate correct fees
4.3 Apply GST where appropriate in line with identified requirements
4.4 Check and record legibly and accurately payments received
4.5 Validate cheques and credit card vouchers
4.6 Provide the client with a receipt
5.1 Balance accurately monies received against records of payment in accordance with organisation policies
5.2 Secure cash is secured in an approved location
5.3 Respond to suspected breaches of security and take the appropriate action with minimum delay in accordance with organisation policies
5.4 Identify a record of bad debts and take appropriate action in line with office procedures
5.5 Follow banking procedures in accordance with organisation policies
6.1 Remove the correct client files and attach the appropriate fees and diagnostic records
6.2 Place files in order of appointment
6.3 Enter information legibly, accurately and update as appropriate
6.4 File client dental records correctly after use
6.5 Maintain up-to-date, accurate, legible and complete records of laboratory work
7.1 Apply knowledge of a client recall system
7.2 Mark client records with the relevant recall date as appropriate and as directed by the operator
7.3 Identify clients who are due for recall and notify them that an appointment is due
7.4 Follow-up with courtesy those clients who do not respond to a recall appointment request

Overview of Assessment

A variety of assessments are incorporated in this unit of competency including:
• Observation in the work place
• Evidence of essential knowledge and understanding may be provided by: traditional or online (computer-based) assessment or written assignments/projects
• Case study and scenario as a basis for discussion of issues and strategies to contribute to best practice
• Questioning
• Staff and/or client feedback
• Supporting statement of supervisor
• Authenticated evidence of relevant work experience and/or formal/informal learning
• Role play simulation