Course Title: Assist with administration in dental practice

Part B: Course Detail

Teaching Period: VE 2017

Class Number: See specific class number

Class Section:

For flexible terms and optional semesters, a Part B course guide may have been published for the entire teaching period, or for the specific class number in which you are enrolled. If there is no Part B course guide published for your specific class number, please refer to the guide for the teaching period in which you are enrolled. Enrolment Online is the definitive source for details regarding your class enrolment.

Course Code: OFFC5318C

Course Title: Assist with administration in dental practice

School: 174T School of VE Engineering, Health & Science

Campus: City Campus

Program: C3393 - Certificate III in Dental Assisting

Course Contact: Ms. Suzanne Dellas Fatone

Course Contact Phone: +61 3 9341 1406

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 40

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


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 patient and the organisation, recording and reconciling payments, and maintaining patient records.


This unit applies to dental assistants who assist with administration in dental practice.


The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

HLTDEN003 Assist with administration in dental practice


1. Communicate effectively with patients and other persons

Performance Criteria:

1.1 Greet patients and other visitors appropriately.

1.2 Make available an appropriate environment for the patient to complete medical, dental and financial details

1.3 Listen carefully and be sensitive to patient or carer’s point of view

1.4 Provide information to patient or carer appropriately and completely, using language that can be easily understood

1.5 Ensure patient or carer understands information provided to them

1.6 Show empathy and respect for patient or carer by being polite and avoiding negative comments


2. Respond appropriately to enquiries from patients 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 and the identity of the person and retrieve relevant records


2.5 Prioritise messages and record them legibly and accurately


2.6 Refer enquiries outside area of responsibility or knowledge to appropriate supervisor


2.7 Comply with organisation protocols for electronic communication with patients or carers


2.8 Maintain confidentiality of information relating to patients, staff and the dental practice or organisation


3. Allocate appointments appropriate to patient and organisation requirements

Performance Criteria:

3.1 Identify the patient’s appointment requirements

3.2 Seek agreement on an appointment time that meets the patient’s preferences and the organisation’s requirements

3.3 Apply knowledge of the patient management system to record details accurately and legibly using standard dental notation in the organisation’s appointment system

3.4 Provide a copy of appointment details to the patient

3.5 Monitor appointment schedules and notify patients and the oral health care team of any necessary changes within a suitable timeframe


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 Goods and Services Tax (GST) where appropriate in line with identified requirements

4.4 Validate cheques and process credit or debit card payments

4.5 Check and record legibly and accurately payments received

4.6 Provide the patient with a receipt


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 Ensure 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 and procedures

5.4 Identify a record of bad debts and take appropriate action in accordance with organisation procedures

5.5 Follow organisation banking procedures correctly


6. Maintain patient records

Performance Criteria:

6.1 Access and prepare the correct patient files and make notation of the appropriate fees and diagnostic records

6.2 Enter information legibly and accurately in accordance with organisation procedures

6.3 Store patient dental records correctly, securely and confidentially

6.4 Maintain up-to-date, accurate, legible and complete records of laboratory work


7. Assist with patient recalls

Performance Criteria:

7.1 Apply knowledge of a patient recall system

7.2 Mark patient records with the relevant recall date as appropriate and as directed by the operator

7.3 Identify patients who are due for recall and notify them that an appointment is due

7.4 Follow-up with courtesy those patients who do not respond to a recall appointment request

Learning Outcomes

Refer to Elements

Details of Learning Activities

A combination of learning activities have been designed to help students to achieve learning outcomes of this unit:

  • Facilitator led classroom based lecture and or workshop using PowerPoint Presentations
  • Written classroom tasks
  • Demonstration and classroom discussion
  • Group discussions
  • Participation in group activities based on simulated workplace exercises
  • Clinical practice, peer evaluation/feedback session/completion of practical worksheets
  • Online learning resources accessed via myRMIT Studies (BlackBoard)
  • Self-managed research to support completion of assessment tasks. 

Teaching Schedule

This unit is scheduled for delivery as per the timetable issued on Induction Day and is also located on BlackBoard. The classes will be delivered, on level 3 or 2 of Building 154, RMIT (within the Royal Dental Hospital of Melbourne).

Notification will be provided via student email if the date or location change.

The following schedule is as per the timetable issued on Phase 1 Day 1 and is provided on BlackBoard (subject to change at the discretion of RMIT, in this event notification will be provided to your student email).

Phase 4 Day 3 Front Desk Communication lecture (Facilitator led class work shop/classroom activities/revision quiz)

Phase 5 Day 3 Administration (Facilitator led class work shop/classroom activities/revision quiz)

                      Practical Assessment 1

Phase 6 Day 3 Administration D4W Practical Assessment 

                      Practical Assessment 2

Learning Resources

Prescribed Texts


Other Resources

Students will be expected to utilise a range of recent and appropriate library, electronic, text and other resources. Students will be provided with resources and tools for learning in this course through myRMIT Studies (BlackBoard)

  • Evolve Website:   This website has been set up by the publisher of the textbook, Modern Dental Assisting and offers free student learning resources and is and highly recommended.
  • RMIT Studies (Blackboard) for RMIT Online resources.
  • RMIT Library for textbooks and other resources.
  • RMIT Library (Dental Guides):  
  • Workplace Procedure Manuals and Workplace checklists.

Overview of Assessment

Before the critical aspects of evidence are considered all prerequisites must be met.

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

To be deemed competent you must demonstrate an understanding of all aspects required of the competency. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks.

Assessment: Task 1

Online tests

Assessment: Task 2

Online assessment

Assessment: Task 3

Workplace Assessment 1

Assessment: Task 4

Workplace Assessment 2

Assessment Tasks

To demonstrate competency in this course, students will need to complete all the following pieces of assessment to a satisfactory standard. 


  1. HLTDEN003 Simulated Practical Assessment

This is conducted on Day 3 Phase 6 as per timetable.  Student will attempt the practical assessments under supervision of the assessor and they will be graded with either a S (Satisfactory) or NYS (Not Yet Satisfactory) according to the assessment guidelines and criteria outlined in the HLTINF001 Assessment Overview. All assessment criteria must be successfully completed in order to achieve a satisfactory result.

Student will receive verbal feedback on this assessment. 

      2. HLTDEN003 Administration Portfolio

This assessment is submitted via Turn-It-in  and the student  will be graded with either a S (Satisfactory) or NYS (Not Yet Satisfactory) according to the assessment guidelines and criteria outlined in the HLTDEN003 Assessment Overview. All assessment criteria must be successfully completed in order to achieve a satisfactory result.

Student will receive verbal feedback on this assessment. 


  1.  & 4. HLTDEN003 Workplace Assessment 1 and Workplace Assessment 2

This is conducted after Phase 6. Allocated assessor will contact the student and/or Workplace Assessor for discussion and scheduling of the suitable time for this assessment. Student knowledge and skills will be observed in the workplace based on two separate performances completed on the same day. Detailed information will be provided to students during their class attendance.

Students will attempt the workplace assessments under supervision of the assessor and they will be graded with either a S (Satisfactory) or NYS (Not Yet Satisfactory) according to the assessment guidelines and criteria outlined in the HLTDEN003 Assessment Overview. All assessment criteria must be successfully completed in order to achieve a satisfactory result.

Student will receive verbal feedback on both of these assessments.


Assessment Matrix


Other Information

Please refer to the RMIT Student Page for extensive information about study support, assessments, extensions, appeals and a range of other matters:


RMIT provides all students with an extension range of online and campus based study support services ranging from:



RMIT University requires that you present only YOUR work for assessment.

Plagiarism is a form of cheating. It is the presentation of the work or idea of another person. Plagiarism is NOT acceptable. Penalties can include charges of academic misconduct, cancellation of results and exclusion from your course. Please note: It is also a disciplinary offence to allow your work to be plagiarised by another student. When signing the coversheet (electronic or paper based), you are declaring that the work is not plagiarised.


Special Consideration

Please note: Students may apply for Special Consideration as per the information via the RMIT website  if they believe that to complete assessment for this unit by the submission date has been affected by factors beyond their control. Special consideration must be lodged prior to or within 48 hours of the scheduled assessment time or assessment submission date. The application for Special Consideration is NOT granted automatically on application.


RMIT Assessment Appeal Process

Students may appeal against their assessment result as per the information via the RMIT website. The Appeals Against Assessment policy and procedure applies to all coursework programs in all careers. The appeal process is staged and students are required to follow each stage in order to ensure their full entitlement to appeal, this is available on;ID=nwjxaifdrgle (unresolved) 



It is strongly advised that you attend all sessions in order to engage in the required learning activities, ensure the maximum opportunity to gain competency. 


Recognition of Prior Learning and Credit Transfer

If you think you have some or all of the knowledge and competencies described, please discuss the Recognition of Prior Learning and Credit Transfer options that may be available to you with the Program Coordinator. For more information go to:


Course Overview: Access Course Overview