Business Operating Systems - Chapter 62

Business Operating Systems

Chapter 62

Learning Objectives (Lesson 62.1)

  • Operating Procedure Manual: Identify the key elements, including definitions and spelling of terms.

  • Computer Applications: Discuss applications in dental offices.

  • Record Keeping: Types of practice records and files, and guidelines for efficient filing.

  • Filing Systems: Describe how to use alphabetical, color-coded, numerical (cross-reference), chronologic, and electronic filing systems.

Introduction

  • Efficient and effective business systems can:

    • Increase productivity

    • Decrease stress

    • Increase patient confidence

Role of the Business Assistant

  • Key responsibilities include:

    • Greeting patients and answering the telephone

    • Scheduling patients

    • Managing patient records

    • Managing accounts receivable and payable

    • Managing recall and inventory control systems

    • Overseeing and monitoring practice marketing activities

    • Managing payroll

    • Presenting and making financial arrangements

    • Overseeing insurance submissions

Importance of Organizational Components

  • Essential components for achieving goals include:

    • Organizational goals

    • Satisfied employees working in teams

    • Financial success

Operating Procedure Manual

  • Purpose: Communicates policies and procedures for staff.

  • Key contents:

    • Office communications

    • Staff policies

    • Employment policies

    • Office records

    • Health Insurance Portability and Accountability Act (HIPAA) procedures

    • Occupational Safety and Health Administration (OSHA) and infection control policy

    • Clinical procedures

    • Professional organizations

HIPAA Compliance

  • Adopted in 1996 to enhance and protect patients' rights.

  • Implementation: The dentist must follow specific formats.

  • Training: Continuous HIPAA-related training for dental staff is crucial.

HIPAA Privacy Compliance

  • Areas to include in a procedure manual:

    • Know HIPAA and state privacy law requirements.

    • Develop necessary forms for privacy policies.

    • Train staff and designate a privacy officer.

    • Notify patients with a Notice of Privacy Practice.

    • Ensure full implementation and updates of policies.

Personnel Manual

  • Topics include:

    • Job descriptions

    • Pay periods and working hours

    • Employee benefits (holidays, vacation, sick leave)

    • Provisional employment

    • Maternity leave

    • Disciplinary measures

    • Sexual harassment policies

    • Termination procedures

  • Format: Can be customized or commercially prepared.

  • New employees must review the manual to prevent miscommunication.

Cyber Security

  • Dental practices face increasing cyber threats such as:

    • Theft

    • Hacking

    • Unauthorized access

    • Lost records

    • Improper disposal of records

  • Protection measures: Each computer should have firewalls, software updates, and antivirus protection.

Record Keeping

  • Maintaining adequate records is a crucial responsibility for business assistants.

  • Types of records:

    • Hard copy or electronic files

    • Accurate records reflect quality care.

Types of Records and Files

  • Patient dental records:

    • Includes registration forms, medical history, examination findings, diagnosis, treatment plans, treatment records, and radiographs.

  • Patient financial records:

    • Includes financial statements and ledgers.

  • Practice Business Records:

    • Includes accounts receivable, practice expenses, payroll records, correspondence, checks, financial statements, tax records, and personnel records.

Basic Filing Methods

  • Alphabetical Filing: Most common and easiest system to use.

Color Coding Filing

  • Uses adhesive colored tabs to indicate patient names.

Numerical Filing

  • Each document is assigned a number.

  • Requires a cross-reference file for large practices.

Chronologic Filing

  • Divided by months/days, often used for recalls or reminders.

Electronic Filing

  • Stored on the hard drive of computers and backed up externally (zip drive, CD).

Guidelines to Efficient Filing

  • Characteristics of a good filing system:

    • Simplicity

    • Clear labels

    • Adequate workspace

    • Properly labeled shelves

    • Use of outguides

    • Pre-sorting of files

Active and Inactive Files

  • Active Files:

    • Patients seen within 2-3 years, stored in accessible areas.

  • Inactive Files:

    • Patients not seen in 3+ years, stored in less convenient locations.

Purge Tabs

  • Color-coded tabs to indicate file status over time (e.g., red for new, green for subsequent years).

Record Protection and Confidentiality

  • Compliance with HIPAA safeguards for electronic files.

  • Regular backup of electronic records.

  • Proper storage of paper files in secured cabinets.

Importance of Duplicate Files

  • Maintaining duplicate records improves security.

Learning Objectives (Lesson 62.2)

  • Appointment Scheduling: Describe methods for optimal scheduling.

  • Preventive Recall Systems: Identify benefits of various systems.

  • Managing Inventory: Discuss inventory management strategies.

  • Dental Supply Budget: Outline components.

  • Record Keeping for Equipment Maintenance: Explain necessary records.

Goals of Efficient Appointment Scheduling

  • Timely patient visits

  • Balanced patient load throughout the day

  • Effective use of staff time

Scheduling Methods: Computerized vs. Manual

  • Appointment control can be managed either through computerized systems or traditional appointment books.

  • Manual Appointment Book: Needs a format that allows efficient scheduling.

Components of the Appointment Book

  • Should feature an outlined design for effective scheduling.

Guidelines for Scheduling

  • Time Units: Specific times (10, 15, or 30 minutes) depending on the procedure.

  • Ensure appointments reflect the time necessary for complete procedures.

Outlining the Appointment Schedule

  • Plan in advance, documenting:

    • Office hours

    • Buffer times

    • Emergency patients

    • Staff meetings

Appointment Book Entries

  • Must be accurate, legible, and complete:

    • Entries include:

    • Patient's name

    • Contact numbers

    • Treatment codes

    • Appointment length

    • Special notes (e.g., new patient).

Special Considerations for Scheduling

  • Difficult procedures should be scheduled in manageable slots.

  • Morning slots may yield better patient and staff performance.

Daily Scheduling Rules

  • Avoid clustering difficult procedures.

  • Allocate time for cleanup between treatments.

Patient Circumstances

  • Address tardiness and cancellations respectfully to optimize scheduling efficiency.

Daily Treatment Area Schedule

  • Information must be communicated and updated regularly to all treatment areas.

Preventive Recall Programs

  • Emphasize the importance of consistent preventive care for patient health.

Types of Recall Systems

  • Continuing Appointment System: Patients receive a next appointment at their visit.

  • Written Recall Notification: Cards or postcards sent as reminders.

  • Recall by Telephone: Maintain a list for monthly follow-ups.

Inventory Management

  • Essential to manage dental supplies effectively.

  • Track expendable and disposable item quantities.

Guidelines for Ordering Dental Supplies

  • Must possess clear, centralized storage for easy access.

  • Stay informed on product specs and available storage capacity.

Reorder Point

  • Defined by use rates and lead times for reordering supplies.

Automatic Shipments

  • Suppliers may provide bulk shipment options to maintain sufficient stock.

Quantity Purchase Rate

  • Discounts available for bulk purchases; identify savings thresholds.

Reorder Quantity

  • Determined by product shelf life, rate of use, and storage conditions.

Backorders

  • Manage orders that are not fulfilled immediately.

Order Exchange/Return

  • Procedures for incorrect or damaged products must be understood.

Requisitions and Purchase Orders

  • Used in larger practices to procure supplies with specific form processes.

Dental Supply Budget

  • Classifies types of supplies:

    • Consumables and disposables

    • Expendables, nonexpendables, and major equipment

Equipment Repairs and Service Contracts

  • Track warranties, service agreements, and maintain service records for repairs.

Service Call Preparation

  • Gather all necessary information before contacting support services to ensure efficient troubleshooting.

Questions?

  • Engaging in discussions helps clarify operating procedures and potential issues.