2 Flashcards
(33 cards)
identify the practice’s basic feelings toward patient care, business management, auxiliary use, health and safety, and continuing education
Develop a practice philosophy
(General)
positive statement actions with results; set as rules
Develop practice objectives
(Specific)
speaks to the way the practice is to be managed and the roles of the staff and the patients; for both staff and patients
Determine a mission statement
(Mission)
broad headings that are followed by specific policies; for both staff and patients
Develop practice policies
(Basic Policies)
specific tasks for all of the common office procedures; procedural manual for staff
Develop procedural policies
(Office Procedures)
outline in numeric terms the budget process for the practices and procedures
Develop business principles
(Office Activities)
identify a quality standard the defines his or her own self-performance level as well as the performance level expected of the staff and how to
maintain it
Develop practice standards
(Quality)
hiring, salary, increase in salary, benefits, etc.
Develop a staff recognition program
(Staff)
MOTIVATING EMPLOYEES
→ keep work assignments interesting and challenging
→ provide recognition when a job is well done
→ be open, friendly, and professional with staff
→ respect the employee for their skills and work
→ encourage communication and involvement in setting goals
→ provide job security
→ listen when an employee has an idea about how to do things
better
→ allow employees to think for themselves
→ provide employees with a chance to develop skills
→ assign a job that is not too easy
→ provide good pay
→ provide good benefits
BUSINESS OFFICE ETIQUETTE
→ determine the office code of behavior
→ extend friendly greetings
→ be a team player
→ avoid becoming a do-gooder who seeks constant recognition
→ introduce yourself
→ maintain good relations with your peers
→ make patients feel important; discuss issues that are of interest
to them
→ do not eat or drink in front of patients
→ dress and act professionally when representing the office at
conferences or seminars
→ when conflict exists, learn to mend fences
→ respect the privacy of both patients and colleagues
→ explain technical terms in understandable language without
being demeaning
person whose primary responsibility involves the business activities of the dental office
ADMINISTRATIVE ASSISTANT
ADMINISTRATIVE ASSISTANT
basic job responsibilities:
o schedule appointments
o set up meetings and conferences
o obtain information for and maintain all patient clinical and
financial records
ADMINISTRATIVE ASSISTANT
also known as:
o secretary
o receptionist
o business assistant
o front-desk person
responsible for planning, organizing, staffing, leading and
controlling
ADMINISTRATIVE ASSISTANT
act or art of leading a team to accomplish goals and objectives
while using skill, care, and tactful behavior
MANAGEMENT
experience, effort, and learning = good manager
MANAGEMENT
5 R’S OF MANAGEMENT
Responsibility
Respect
Rapport
Recognition
Remuneration
duty, obligation, follow through and completion of a task
Responsibility
Respect
Rapport
Recognition
Remuneration
Responsibility
consideration, esteem
Responsibility
Respect
Rapport
Recognition
Remuneration
Respect
mutually trusting
Responsibility
Respect
Rapport
Recognition
Remuneration
Rapport
recognized for a task well done
Responsibility
Respect
Rapport
Recognition
Remuneration
Recognition
monetary recognition
Responsibility
Respect
Rapport
Recognition
Remuneration
Remuneration
understanding and being understood by another person
STAFF COMMUNICATION
POSITIVE STAFF INTERACTIONS
→ help others to be right rather than wrong
→ whenever possible, have fun
→ be enthusiastic
→ seek ways for new ideas to work rather than reasons why they
will not
→ be bold and courageous; take chances
→ help others to achieve success
→ maintain a positive mental attitude
→ maintain confidentiality
→ verify information given to you before you repeat what you
hear; avoid gossip
→ speak positively about others whenever the opportunity arises
→ say “thank you” for kind gestures or a job well done
→ express a happy attitude in your nonverbal communication
→ if you do not have anything positive to say, then do not say
anything
