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Employ telephone management techniques
Assessment Strategies
by managing incoming/outgoing telephone calls
by taking telephone messages in a role-play
Criteria
utilize telephone courtesy techniques to place incoming/outgoing telephone calls
answer the phone promptly
greet the patient pleasantly
identify the practice and yourself
ask how you may help the caller
ask for permission before putting patients on hold
organize thoughts before placing outgoing calls
telephone messages are complete and accurate
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Manage appointments
Assessment Strategies
by completing appointment scheduling exercises
by completing a daily schedule
Criteria
appointment schedules include entries for a variety of dental procedures
appointment schedules include allowances for routine office hours
appointment schedules include allowances for emergency procedures
appointment schedules include notations of meetings, vacations, and holidays
appointment entries are accurate and complete
daily schedule has all required items filled in completely
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Manage recall systems
Assessment Strategies
by managing recall system
Criteria
recall system accurately calculates the month of recall for a patient
recall system includes a list of services included in a recall visit
recall system includes a method for notifying recall patients
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Manage inventory and supplies
Assessment Strategies
in an oral, written or graphic assessment
Criteria
examine inventory systems
evaluate the strengths of systems
identify recommendations for the improvement of systems
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Process dental records
Assessment Strategies
using the simulated clinical chart
Criteria
transfer information from the scenario to the dental form completely and accurately
enter the patient information accurately
make a notation about a serious illness or allergy
records are signed and dated
records utilize standard English and correct usage, punctuation, spelling and abbreviations
records show correct use and spelling of professional/technical terminology
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Operate business equipment and software programs
Assessment Strategies
by operating business equipment and software programs
in a series of exercises provided by the instructor
Criteria
operate the equipment/software proficiently
select the correct equipment for a given tasks
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Process accounts receivable and collections
Assessment Strategies
by processing accounts receivable
by completing daily reports
using information as provided by instructor
Criteria
accounts receivable exercises are complete and accurate
accounts receivable system includes data concerning all account transactions
accounts receivable system includes a system for statement generation
daily reports provide a summary of all practice activity on a day-to-day basis
daily reports are complete and accurate
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Process accounts payable
Assessment Strategies
by completing accounts payable
using information as provided by instructor
Criteria
accounts payable exercises are complete and accurate
accounts payable exercises include a system for paying bills and maintaining expense documentation
accounts payable exercises include an annual expense summary
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Complete third-party forms
Assessment Strategies
by completing third party forms
using information as provided by instructor
Criteria
third party forms are complete and accurate
third party forms contain accurate categories of dental services (CDT)
third party forms reflect patient and carrier payment responsibilities