Course Title: Assist with administration in dental practice

Part B: Course Detail

Teaching Period: Term2 2013

Course Code: OFFC5286C

Course Title: Assist with administration in dental practice

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C3299 - Certificate III in Dental Assisting

Course Contact: Ms. Suzanne Dellas Fatone

Course Contact Phone: +61 3 9341 1406

Course Contact Email: sue.fatone@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Ms. K. Beltrame

kim.beltrame@rmit.edu.au

 

9341 1418

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

This unit must be assessed after successful achievement of pre-requisites:

        HLTDA303D Prepare for and assist with oral health care procedures
        HLTIN301C Comply with infection control policies and procedures
        HLTIN302C Process reusable instruments and equipment in the health care setting
        HLTWHS200A Participate in WHS processes

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 work health and safety (WHS) policies and procedures, current infection control guidelines, Australian and New Zealand Standards, State/Territory legislative requirements and organisation policy


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

HLTDA306D Assist with administration in dental practice

Element:

1. Communicate effectively with clients and other persons

Performance Criteria:

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

Element:

2. Respond appropriately to enquiries from clients and visitors

Performance Criteria:

2.1 Maintain personal dress and presentation
2.2 Operate communication equipment effectively
2.3 Respond to enquiries promptly, politely and ethically
2.4 Determine the purpose of an enquiry, 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 enquiries 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/organisation

Element:

3. Allocate appointments appropriate to client and organisation requirements

Performance Criteria:

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 organisations 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 timeframe

Element:

4. Calculate and record basic financial transactions

Performance Criteria:

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

Element:

5. Handle cash and record financial transactions

Performance Criteria:

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

Element:

6. Maintain client records

Performance Criteria:

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

Element:

7. Assist with client recalls

Performance Criteria:

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


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 enquiries promptly, politely and ethically
2.4 Determine the purpose of an enquiry, 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 enquiries 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/organisation

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 organisations 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 timeframe

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.

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).

Guest Speaker from D4W facilitates a software demonstration, followed by simulated administration assessment with “Dental 4 Windows” software program.
 

Administration experience in the student’s workplace.
 

Self managed research, completion and submission of Administration Workbook, including third party evidence.


Teaching Schedule

Block 3 Day 5: Introduction to Front Desk Management (15:00 – 16:00)
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 3 and Block 4.



Block 4 Day 1: Front Desk Management (14:00 - 17:00)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           Facilitator led workshop, including class discussion on the problems of patient records and communication within the dental practice. The Administration Workbook is collected at the end of the class.
Topic 3. Dental Practice Records (The patient record ): Element 6.
Topic 1. Communication (The art of communicating): Element 1 & 2).
 

Block 4 Day 3: Front Desk Management Morning Session (09:00 to 13:00)
Facilitator led workshop including class discussion and small group activities.
Topic 3. Dental Practice Records (The patient record): Element 6.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    Topic 2. The Dental Appointment : Element 3 &7.
Topic 1. Communication (The art of communicating): Element 1 & 2.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            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 a software presentation,  and the students 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.


Learning Resources

Prescribed Texts

Bird D. & Robinson D.(2012),  Modern Dental Assisting, 10th Ed. W.B. Saunders Company. Philadelphia


References


Other Resources

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. (2010) Practice Management for the Dental Team. 7th. Ed. Mosby USA.

Gaynor, L. (2007) The Administrative Dental Assistant Saunders, 2nd. Ed. Canada.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    myRMIT Studies (BlackBoard) HLTDA306D Assist with administration in dental practice.

Workplace Administration Manuals.
 


Overview of Assessment

Assessment will include demonstration of underpinning skills and knowledge, assessment activities may include quizzes, project work, simulated computer demonstration and written work.


 


Assessment Tasks

HLTDA306D Assist with Administration in Dental Practice WorkBook  including third party evidence. 70% Weight

 Please note: The Third Party Evidence Document has been designed for workplace implementation. Completion of the document provides a student with the opportunity to gain constructive feedback from Supervisors/mentors and allows the Supervisor/mentor to evaluate the student’s progress and provide the RMIT teacher/assessor with any relevant feedback as to the progress and application and development of the student’s skills and knowledge in infection control in the workplace.

The WorkBook and third party evidence document are aligned directly with the desired learning outcomes of this unit of competency and as such will provide students with study direction and focus in work based training.

Dental for Windows Computer Practical Assessment: 30% Weight


Assessment Matrix

 HLTDA306D Assist with Administration in Dental Practice WorkBook, including third party evidence: 70% weight

Topic 1. The art of communicating (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)

Please note: The Third Party Evidence Document has been designed for workplace implementation. Completion of the document provides a student with the opportunity to gain constructive feedback from Supervisors/mentors and allows the Supervisor/mentor to evaluate the student’s progress and provide the RMIT teacher/assessor with any relevant feedback as to the progress and application and development of the student’s skills and knowledge in infection control in the workplace.

The WorkBook and third party evidence document are aligned directly with the desired learning outcomes of this unit of competency and as such will provide students with study direction and focus in work based training.

Dental for Windows Computer Practical Assessment:    30% weight                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  Elements 4 - 7

Other Information

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