Course Title: Assist with administration in dental practice
Part B: Course Detail
Teaching Period: Term2 2012
Course Code: OFFC5270C
Course Title: Assist with administration in dental practice
School: 155T Vocational Health and Sciences
Campus: City Campus
Program: C3202 - Certificate III in Dental Assisting
Course Contact: Ms Eleanor Schroeder
Course Contact Phone: 03/9341 1412
Course Contact Email: firstname.lastname@example.org
Name and Contact Details of All Other Relevant Staff
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.
Pre-requisites and Co-requisites
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
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.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title:
HLTDA306C Assist with administration in dental practice
1. Communicate effectively with clients and other persons
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
Details of Learning Activities
Facilitator led Introduction to the Front Desk Management via Power Point presentation and classroom discussion on the role of the dental assistant at the front desk.
Facilitator led classroom based lecture program (including class discussion, small group activities and role plays).
Topic 1. You the Professional Communicator (Element 1& 2)
Topic 2. The Dental Appointment (Element 3 &7)
Topic 3. The Patient Record (Element 6)
Topic 4. Cash Management (Element 4 & 5)
Facilitator led practical computer demonstration and simulated assessment with “Dental 4 Windows” software program.
Administration Experience in the student’s workplace or an alternative workplace.
Self managed research, completion and submission of Administration Workbook, including third party evidence
Block 2 Day 3: Introduction to Front Desk Management (16:00 – 17:00)
One-hour facilitator led classroom based lecture program via Power Point presentation and classroom discussion on the role of the dental assistant at the front desk. Students are explained how to access the Administration Workbook from myRMIT Studies (BlackBoard) and students commence and complete the workbook between Block 2 and Block 4.
Students are issued a worksheet, which is collected on Friday (Block 2 Day 5).
Block 4 Day 1: You the communicator (16:00 - 17:00)
Topic 1. The art of communicating (Element 1 & 2)
The Administration Workbook is collected at the end of the class.
Facilitator led classroom based lecture program, including class discussion on the problems of communication with in the dental practice.
Block 4 Day 3: Front Desk Management Morning Session (09:00 to 13:00)
Facilitator led classroom based lecture program (including class discussion and small group activities)
Topic 2. The dental appointment (Element 3 &7)
Topic 3. The patient record (Element 6)
Topic 4. Cash management (Element 4 & 5)
Block 4 Day 3: Computer Session Afternoon Session (14:00 to 16:00) Dental 4 Windows guest speaker facilitates the practical computer demonstration and student complete the simulated assessment with “Dental 4 Windows” software program on appointments, charting and banking.
Block 4 Day 3: Revision of Front Desk Management Session Afternoon Session (16:00 to 17:00)
Revision of the four topics and students questions are answered.
Bird D. & Robinson D.(2012), Torres & Ehrlich Modern Dental Assisting, 10th Ed. W.B. Saunders Company. Philadelphia
Australian Dental Association Vic Branch (2005): Human Resources Manual for Dental Practices.
Australian Dental Association Vic Branch (2005): Systematic Operating Procedures. A manual for infection control & occupational health and safety for the Dental Practices.
Australian Dental Association Vic Branch (2002): Privacy Manual for Dental Practices.
Finkbeiner, B.L. & Finkbeiner, C.A. (2001) Practice Management for the Dental Team. 5th. Ed. Mosby USA.
Gaynor, L. (2007) The Administrative Dental Assistant Saunders, 2nd. Ed. Canada.
myRMIT Studies (BlackBoard) HLTDA306B Assist with administration in dental practice.
Workplace Administration Manuals.
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
• Staff and/or client feedback
• Supporting statement of supervisor
• Authenticated evidence of relevant work experience and/or formal/informal learning
• Role play simulation
Students may apply for, Special Consideration (as per information provided in the Student Handbook) via the RMIT Hub http://www.rmit.edu.au/students/specialconsideration where they believe factors beyond their control have affected their academic performance. Special consideration must be lodged prior to or within 48 hours of the scheduled assessment time or assessment submission date. Special consideration is not granted automatically on application.
Application for extension of time for submission of work (where the assessment tasks will be submitted within seven days)
A student may be required to seek further Front Desk experience outside their place of employment in order to achieve the required Learning Outcomes/Performance Criteria for Unit HLTDA306C Assist with administration in dental practice.
1. Complete HLTDA306C Administration Worksheet.
2. Complete HLTDA306C Administration Workbook (including third party evidence) with a fully completed and signed HLTDA306B cover sheet must be submitted with the written assessment.
3. Complete Dental 4 Windows computer simulated assessment.
Third party evidence completed by the student and workplace supervisor indicating the administration experience that has occurred and workplace supervisor to record relevant comments about their observation of the student is included in the written assessment.
Refer to the Student Handbook for RMIT policies and protocol for submission of task.
A NYC (Not Yet Competent) result for the written assessment is managed as follows-
The marked coversheet will provide the student on what questions to resubmit. The student will have two weeks to submit the resubmission from the date of receiving the resubmission. The student will submit the original marked assessment (including original marked coversheet) and the resubmission answers that have been researched. The student with a resubmission is strongly advised to contact the principal teacher to clarify any aspects of the resubmission or arrange for a private tutorial.
Please note: Failure to undertake the above mentioned to achieve a PX result for the assessments will result in a student being deemed NYC and requiring result in re-enrolment incurring fees.
To complete Unit HLT306C a student MUST undertake routine and consistent administration experience in the area of communicating, appointments, patient records and cash management in the dental practice.
Students are strongly encouraged to use a variety of texts and websites to support their underpinning skills and knowledge for a successful outcome in this unit of competency, including myRMIT Studies (BlackBoard)
Please note: the Principle Teacher and or the Program Coordinator (see contact details listed above) are available via appointment to support and assist students in achieving the learning outcomes for Unit HLTDA306C.
Attendance and participation to all classes as scheduled in the student’s RMIT Training Plan or attendance to class work as rescheduled by the Program Coordinator
Course Overview: Access Course Overview