Unit 1 - Introduction

• What is Online Learning

Unit 2 - Goals, Performance and Attitude

• Your Goals
• Your Performance and Attitude
• Policies and Management Philosophy
• 
   

Unit 3 - Privacy Guidelines and What is Allowed

• Privacy Guidelines
• Fraud
• What is Allowed
• How Long Should I Retain Patient Records
• Why Is It Important?
• What Should Be Kept In A Patient's Records
• HIPAA Rules for Records
• Other Records
• Release of Records Form
• Release of Patient Letter
• 
  

Unit 4 - Clinical Considerations

• Terminology
• Anatomy Clips
• Tooth Numbering Systems
• Tooth Surfaces
• Tooth Eruption Charts
• Charting
• Specialists
• Treatment Planning
• 
  

Unit 5 - Records

• Patient Clinical Records
• Progress Note
• Maintaining Clincial Records
• Filing Methods
• Types of Records
• Filing Supplies
• Safeguarding Records
• Retention of Records
• Transferring Records
• 
  

Unit 6 - Communication

• Interpersonal Communication
• When Patients Challenge YOU
• Nonverbal verses Verbal
• Improving Communication
• Delivering Information
• Listening to Your Patients
• Problem Solving Techniques
• Providing Outstanding Customer Service 
• Personal Calls
• Communication Skills
• What's Your Favorite Work Style
• Self Esteem
• Communication with Patients
• Patient Arriving on the Wrong Day
• Handling Angry Patients
• 
  

Unit 7 - Correspondence

• Secretarial Skills
• Naming and Saving Your Document
• Spell Check
• Format Your Document
• Organization and Finding Your Documents
• Alpha and Numeral
• Writing a Letter
• Stationery
• Types of Correspondence
• Mail
• 
  

Unit 8 - Telephone Etiquette

• All the Office's a Stage
• Telephone Techniques
• Telephone Communication
• Hold Please
• Telephone Etiquette
• Telephone Etiquette for a New Patient
• 
  

Unit 9 - Your Responsibility and Daily Tasks 

• Your Responsibility
• Daily Tasks
• Morning Meetings
• Display Appointment Schedules
• Follow-up Calls
• Patient Charts at End of Treatment
• Print Next Day's Schedule and Confirm Appointments
• Pulling Patient Charts
• Daily Schedule Check List
• Slow Period Check List
• 
  

Unit 10 - Working as a Team and Types of Dentists

• Working as a Team
• Types of Dentists
  
• Team Members
• 
  

Unit 11 - Insurance (Great for someone new to the front office)

• Insurance Terminology
• Types of Insurance
• Dual Insurance
• PPO Fee Schedules
• Coverage
• Insurance Claims
• How to File Claims
• Completing a Claim Form
• Tracking Claims Manually
• Payments
  
• Fraud
• Common Communication Problems
• Medical Insurance
• Medical Codes for Dental Services
• Canadian Insurance
• 
  

Unit 12 - Appointment Control and Scheduling

• Introduction
• Production Goals
• Appointment Book
• Special Scheduling
• Problem Solving
• Confirmation Calls
• Appointment Scheduling Tips
• 
  

Unit 13 - Recall Systems

• Types of Recall
• How to Recall Patients
• 
  

Unit 14 - Forms

• Procedure and Time Template
• New Patient Information Check List
• Financial Policy
• Emergency Retention Letter
• No Show Letter
• 
  

Unit 15 - Referrals

• Who Refers Patients to the Practice?
• How to Increase Your Referrals
• 
  

Unit 16 - Payments and Treatment Acceptance

• Treatment Acceptance
• De-briefing is Key!
• Financial Plan
• Patient Payments
• Scripts
• Payment Options
• Collection Letter
• Checking Accounts
• Patient Follow Through
• Handling Non-committal
• Statements
• 
  

Unit 17 - Financial Arrangements

• Financial Arrangements
• Payment in Full
• Billing Insurance
• Payment Arrangements
• Credit Cards
• 
  

Unit 18 - Accounts Receivable

• Method of Accounting
• Internal Controls
• Adjustments
• Daily Deposits
• Audit Trail
• Monthly Statements
• Aging Report
• Debt Collection
• Collection Calls
• Letters
• Return Check
• Non-Sufficient Funds
• Credit Bureau Reporting
• Overdue
• Collection
• Small Claims Court
• 
  

Unit 19 - Accounts Payable

• Overhead
• Writing Checks
• Reconciling a Bank Statement
• Petty Cash
• Payroll
• Payroll Deductions
• Retaining Records
• 
  

Unit 20 - Inventory Control

• When to Reorder
• Guidelines to Order
• Types of Supplies
• 
  

Unit 21 - Dress Code

Unit 22 - Resume and Interview

Unit 23 - Managing with a Purpose

• Mission and Vision Statements
• Creating a Vision Statement
• Core Values
• Writing a Mission Statement
• Job Description Exercise
• Job Writing
• Legal and Fair Interviews
• The Interview
• Interview Questions
• Candidate Evaluation Form
• The New Team Member
• Orientation
• Orientation Checklist Agreement
• Empowering Team Members
• Continuous Learning
• Performance of a Successful Manager
• Motivation
• Management Process
• Praise and Feedback
• Evaluations and Timing
• Building a Team with Purpose
• Have a Vision
• Commitment
• The WOW Effect
• Providing a Service
• Role Playing
• Ethical Concerns

Ebooks
Final