This unit applies to dental assistants who assist with administration in dental practice

It acknowledges the role of these members of the dental team to make appointments for clients and handle payments

Pre-requisite units

This unit must be assessed after successful achievement of pre-requisites:

HLTDA303D Prepare for and assist with oral health care procedures

HLTIN301C Comply with infection control policies and procedures

HLTIN302C Process reusable instruments and equipment in the health care setting

HLTWHS200A Participate in WHS processes

ELEMENT

PERFORMANCE CRITERIA

1. Communicate effectively with clients and other persons

1.1 Greet clients and other visitors appropriately

1.2 Make available an appropriate environment for the client to complete medical, dental and financial details

1.3 Listen carefully and be sensitive to client and/or carer point of view

1.4 Provide information to client and/or carer appropriately and completely using language that can be easily understood

1.5 Ensure client and/or carer understands information provided to them

1.6 Show empathy and respect for client and/or carer by being polite and avoiding negative comments

2. Respond appropriately to enquiries from clients and visitors

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, the identity of the person and retrieve relevant record/s if required

2.5 Prioritise messages and record them legibly and accurately

2.6 Refer enquiries outside area of responsibility and/or knowledge to appropriate supervisor

2.7 Comply with organisation protocols for electronic communication with clients and/or carers

2.8 Maintain confidentiality of information relating to clients, staff and the dental practice/organisation

3. Allocate appointments appropriate to client and organisation requirements

3.1 Identify the client's appointment requirements

3.2 Agree an appointment time which meets the client's preferences and the organisation's requirements

3.3 Record the appointment details accurately and legibly using standard dental notation in the organisations appointment system

3.4 Provide a copy of appointment details to the client

3.5 Monitor appointment schedules and notify clients and the oral health care team of any necessary changes within a suitable timeframe

4. Calculate and record basic financial transactions

4.1 Complete petty cash vouchers accurately and account for all monies

4.2 Calculate correct fees

4.3 Apply GST where appropriate in line with identified requirements

4.4 Check and record legibly and accurately payments received

4.5 Validate cheques and credit card vouchers

4.6 Provide the client with a receipt

5. Handle cash and record financial transactions

5.1 Balance accurately monies received against records of payment in accordance with organisation policies

5.2 Secure 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

5.4 Identify a record of bad debts and take appropriate action in line with office procedures

5.5 Follow banking procedures in accordance with organisation policies

6. Maintain client records

6.1 Remove the correct client files and attach the appropriate fees and diagnostic records

6.2 Place files in order of appointment

6.3 Enter information legibly, accurately and update as appropriate

6.4 File client dental records correctly after use

6.5 Maintain up-to-date, accurate, legible and complete records of laboratory work

7. Assist with client recalls

7.1 Apply knowledge of a client recall system

7.2 Mark client records with the relevant recall date as appropriate and as directed by the operator

7.3 Identify clients who are due for recall and notify them that an appointment is due

7.4 Follow-up with courtesy those clients who do not respond to a recall appointment request

In order for a safe inference of competence to be made on this unit, the candidate must provide evidence of the following areas of skills and knowledge.

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

This includes knowledge of:

Appointments:

confirmation of appointments

the action that must be taken for broken and/or cancelled appointments

the dentist's preferred work routine

the particular needs which clients may have for the timing of appointments

the relevant details that must be entered into the appointment system and the written confirmation that must be provided to the client

the time constraints imposed by the dental laboratory

the time requirements of different treatment procedures and the effect this has on appointment scheduling

the ways in which the scheduling of appointments may cause problems for the practice and possible methods for remedying this

Recall appointments:

advantages of a recall system

methods used by the dental practice or the organisation to identify those clients who require either recall examination or follow-up treatment

methods used to follow-up clients who do not respond to recall

Legal requirements:

confidentiality requirements for the recording and storage of client records

reasons for ensuring the confidentiality of information provided by the client

requirements of the Health Privacy Principles and their application to the collection of information by the dental practice or organisation

Dental terminology:

abbreviations and symbols used when recording dental treatment

community periodontal index

FDI notation system used to designate the permanent and deciduous teeth during examination and charting

Palmer notation system used to designate the permanent and deciduous teeth during examination and charting

symbols used during charting of individual

Handling and recording financial transactions:

HICAPS electronic claims and payment

issuing of invoices

itemising of client accounts using the coding system described in the Australian Schedule of Dental Services and Glossary wherever possible

operating a petty cash system

organisation policy on banking and handling of cash securely

recording of payments and issuing of receipts

the Department of Veteran's Affairs (DVA) health care program

the details that need to be recorded and checked for credit and/or debit cards and cheque payments

the different methods of payment

Essential skills:

It is critical that the candidate demonstrate the ability to

Accurately calculate fees

Assist with management of an effective appointment and recall system

Record financial transactions in accordance with dental practice/organisation requirements

Record, label and file forms and records in accordance with legislation and the dental practice/organisation policies

Respond to a variety of requests for information from a range of persons

In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

This includes the ability to:

Deal with conflict

Select and apply the procedures to perform a range of tasks; follow sequenced written instructions, record accurately and legibly client details

Use available technology and software for recording appointments and payments

Use interpersonal skills to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities. It includes working with others and demonstrating empathy with callers and clients

Use oral communication skills required to fulfil the job role as specified by the dental practice/organisation:

acknowledging and responding to a range of views

active listening

asking for clarification from caller or client

asking questions

negotiation

Use literacy skills to read and follow directions, policies and procedures including:

infection control policies and procedures

WHS policies and procedures

practice/organisation policies and procedures

Use numeracy skills including:

basic mathematical calculations such as addition, multiplication and calculations of percentages

handling and recording of basic financial calculations

Use problem solving skills required include an ability to use available resources, prioritise appointments and assess the urgency of calls

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this competency unit:

The individual being assessed must provide evidence of specified essential knowledge as well as skills

Observation of workplace performance is preferred for assessment of this unit

Consistent compliance with current NHRMC infection control guidelines, Australian Standards and legislative requirements as they relate to the dental assistant's specific job role

Consistency of performance should be demonstrated over the required range of workplace situations

Context of and specific resources for assessment:

Assessment should replicate workplace conditions as far as possible

Simulations may be used to represent workplace conditions as closely as possible

Where, for reasons of safety, access to equipment and resources and space, assessment takes place away from the workplace, simulations should be used to represent workplace conditions as closely as possible

Method of assessment

Observation in the workplace

Evidence of essential knowledge and understanding may be provided by:

traditional or online (computer-based) assessment

written assignments/projects

Case study and scenario as a basis for discussion of issues and strategies to contribute to best practice

Questioning

Staff and/or client feedback

Supporting statement of supervisor

Authenticated evidence of relevant work experience and/or formal/informal learning

Roleplay/simulation

Access and equity considerations:

All workers in the health industry should be aware of access and equity issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Abbreviations and symbols may include:

Abbreviations and symbols used when recording dental treatment

International notation

Palmer notation

Symbols used to chart tooth crowns

Communication equipment may include:

Telephone

Facsimile

Email

Maintaining confidentiality may include but is not limited to:

Public environments

Legal and ethical requirements

Writing personal details such as medical and dental histories and consent forms

Conversations on the telephone

Secure location for written records

Offering a private location for discussions

Information disclosed to an appropriate person consistent with the responsibility of a dental assistant

Appointment requirements may include but are not limited to:

Appointment requirements of the client:

routine examination

defined procedures

emergencies

Special requirements of the dental practice:

timing requirements for different types of procedures.

availability of staff

Scheduling a series of appointments

Recording of appointment details may include:

Manual - appointment book

Electronic - computer based program

Appointment details include the:

client's name

client's contact details

procedure to be performed for that appointment

Dental records may include but are not limited to:

Dental charts and dental treatment records

Completed medical questionnaires

Consent documents obtained for treatment

Radiographs, tracings and measurements

Diagnostic models

Photographs

Records of financial transactions

Notes made by staff following telephone conversations

Reports to and from referring dentists and specialists

Copies of correspondence relating to the client

Recall systems may include:

Manual

Electronic

This unit contains Employability Skills