Course Title: Assist with administration in dental practice
Part B: Course Detail
Teaching Period: VE 2021
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: Sue 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
Vocational Educators
Sandra Torbica
sandra.tobica@rmit.edu.au
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.
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;
- Communicate effectively with patients and other persons
- Respond appropriately to enquiries from patients and visitors
- Allocate appointments appropriate to patient and organisation requirements
- Calculate and record basic financial transactions
- Handle cash and record financial transactions
- Maintain patient records
- Assist with patient recalls
Details of Learning Activities
Online lectures
Simulated practical assessment
Teaching Schedule
Phase 4:
Front Desk
• Communication
• Conflict resolution
• Patient Complaints
Phase 5:
Administration
• Telephone Techniques
• Dental Appointments
• Recall Appointments
• Patient Records
• Petty cash
• Patient Accounts
• Hicaps
• Revision of unit
Phase 6:
Simulated practical assessment
Learning Resources
Prescribed Texts
Modern Dental Assisting |
978-0-323-62485-5 |
References
Other Resources
Overview of Assessment
You 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 you have:
• 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
Students enrolled in Vocational Education and Training qualifications are assessed for Competency. To be assessed as
Competent means you have consistently demonstrated the required knowledge and skills at a standard expected in then workplace.
To be assessed as Competent in this course, you will need to complete each assessment task to a satisfactory
standard. You will receive feedback from the teacher at the conclusion of each assessment task.
You should refer to the assessment brief which is available through Canvas for full assessment criteria.
Assessment Task 1. Knowledge Assessment
Assessment Task 2. Evidence Portfolio
Assessment Task 3. Phone Customer Service & Supervisor’s report
Assessment Task 4. Customer Service & Supervisor’s report
Results that apply to courses that are delivered and assessed in accordance with competency-based assessment are:
CA: Competency Achieved
NYC: Not Yet Competent
DNS: Did not Submit for Assessment
Assessment Matrix
The assessment tasks listed in this course guide address all the elements and criteria of the requirements of this course.
Other Information
Attendance:
Your learning experience will involve class-based teaching, discussion, demonstration and practical exercises
It is strongly advised that you attend all timetabled sessions. This will allow you to engage in the required learning
activities, ensuring you the maximum opportunity to complete this course successfully.
Information about your studies:
You can access My Studies through the RMIT website for information about timetables, important dates, assessment
dates, results and progress, Canvas etc. https://www.rmit.edu.au/students
Assessment:
Information on assessment including Special consideration, Adjustments to assessment, (eg. applying for an extension of time): https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment
Academic Integrity and Plagiarism:
RMIT University has a strict policy on plagiarism and academic integrity. Please refer to the website for more information on this policy. https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/academic-integrity
Credit Transfer and Recognition of Prior Learning:
Credit transfer is the recognition of previously completed formal learning (an officially accredited qualification).
Recognition of Prior Learning (RPL) is an assessment process that allows you to demonstrate competence using the
skills you have gained through experience in the workplace, voluntary work, informal or formal training or other life
experiences. https://rmit.service-now.com/navpage.do
Please speak to your teacher if you wish to discuss applying for Credit Transfer or RPL for the unit(s) of competency
addressed in this course. https://www.rmit.edu.au/students/student-essentials/enrolment/apply-for-credit
Course Overview: Access Course Overview