Course Title: Assist with administration in dental practice

Part B: Course Detail

Teaching Period: VE 2020

Class Number: All

Class Section: All

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: sue.fatone@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Program Manager:

 Ms. Rachael Starr

rachael.starr@rmit.edu.au

 

Vocational Educator:

 Ms. Vibha Ghia

vibha.ghia@rmit.edu.au 

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

None

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

Element:

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

Element:

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

Element:

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

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 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

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 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

Element:

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

Element:

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


On completion of this course, you will be able to;

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


Details of Learning Activities

Students will be involved in the following learning activities to meet requirements for this competency:

  • Face to Face classes
  • Written classroom tasks
  • Demonstration and classroom discussion
  • Facilitator led practical clinical demonstration
  • Group discussions
  • Participation in group activities based on simulated workplace exercises
  • Clinical practice, peer evaluation/feedback session/completion of practical worksheets
  • Online learning  via CANVAS
  • Self-managed research to support completion of Study Guides.
  • Students will be observed and assessed through their planned activities throughout the duration of the course


Teaching Schedule

As per Certificate III Timetable, which is issued as a hard copy on Induction Day and is also located in Canvas.


Learning Resources

Prescribed Texts


References


Other Resources

Students will be able to access course information and learning materials through CANVAS.

CANVAS is an online resource with the lesson plans for each unit. Within CANVAS are the session lessons plans, assessments, resources and other materials required for completion of each unit of competency.

Additional materials maybe provided in class and lists of relevant reference books, resources in the library and accessible Internet sites will be provided where possible. During the course, you will be directed to websites to enhance your knowledge and understanding of difficult concepts.


Overview of Assessment

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:

• assisted with management of an appointment and recall system on 3 occasions including:
- recording, labelling and filing forms - recording patient details and records
- recording appointments
- assessing the urgency of calls and prioritising appointments
- responding to a range of requests for information

• recorded financial transactions in accordance with dental practice or organisation requirements including:
- calculating fees - recording payments

• interacted effectively with at least 3 different patients from a range of different social and cultural backgrounds including:
- showing empathy
- dealing with conflict situations
- asking for clarification from patient
- using negotiation skills.

To be deemed competent you must demonstrate an understanding of all aspects required of the competency.   Regular attendance is necessary.  Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks and consist of theory and practical based tasks.

 


Assessment Tasks

Assessment: Task 1

Simulated Computer Practical Assessment

This is conducted on  Phase 6 Day 3 as per timetable.  Student will attempt the practical assessments under supervision of the assessor and they will be marked 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. 

Assessment: Task 2

Workplace Assessment 1

This is conducted after Phase 6. RMIT will contact the student and the Workplace Assessor for discussion and scheduling of the suitable time for this assessment. Student knowledge and skills will be observed in the workplace. Detailed information will be provided  via canvas and to students during their class attendance.

Students will attempt the workplace assessments under supervision of the assessor and they will be marked 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  the assessments at the end of the workplace assessment.

 

Assessment: Task 3

Workplace Assessment 2

This is conducted after Phase 6. RMIT will contact the student and the Workplace Assessor for discussion and scheduling of the suitable time for this assessment. Student knowledge and skills will be observed in the workplace. Detailed information will be provided  via canvas and to students during their class attendance.

Students will attempt the workplace assessments under supervision of the assessor and they will be marked 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  the assessments at the end of the workplace assessment.

Assessment: Task 4

Online Test 1

This is the first of four knowledge based tests and students must access Canvas and  complete the online knowledge tests.  There are three attempts allowed to complete this online test and students must achieve 100% result.

Assessment: Task 5

Online Test 2

This is the second of four knowledge based tests and students must access Canvas and  complete the online knowledge tests.  There are three attempts allowed to complete this online test and students must achieve 100% result.

Assessment: Task 6

Online Test 3

This is the third of four knowledge based tests and students must access Canvas and  complete the online knowledge tests.  There are three attempts allowed to complete this online test and students must achieve 100% result.

Assessment: Task 7

Online Test 4

This is the fourth of four knowledge based tests and students must access Canvas and  complete the online knowledge tests.  There are three attempts allowed to complete this online test and students must achieve 100% result.

 

To be deemed competent you must demonstrate an understanding of all aspects required of the competency and will incorporate a variety of methods including knowledge and skill based tasks and activities. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks and you will be asked to personally demonstrate to your teacher/assessor the practical skills gained during this course to the relevant industry standards.

Assessment activities will occur throughout this course and feedback will be provided at regular intervals.

You will need to obtain Satisfactory (S) in all assessment tasks before a final grade of CA (Competency Achieved) can occur.

 


Assessment Matrix

The assessment tasks listed in this course guide address all the elements and criteria of the requirements of this course. 

 

Other Information

All email communications will be sent to your RMIT email address and you must regularly check your RMIT emails.

 

Credit Transfer and/or Recognition of Prior Learning (RPL):
http://www.rmit.edu.au/students/enrolment/credit  

 

Study and learning Support: 
http://www.rmit.edu.au/studyandlearningcentre 

Equitable Learning Services (ELS):
https://www.rmit.edu.au/students/support-and-facilities/student-support/equitable-learning-services 

 

Late submission: 
https://www.rmit.edu.au/students/student-essentials/forms/assessment-forms



Special consideration: 
http://www.rmit.edu.au/students/specialconsideration 

 

Plagiarism: 
https://www.rmit.edu.au/students/student-essentials/rights-and-responsibilities/academic-integrity

Course Overview: Access Course Overview