Differences

This shows you the differences between two versions of the page.

--- patientservices:dental_training_guide [2025/06/02 11:25] – [Talking to patients] christopher.helmoski
+++ patientservices:dental_training_guide [2025/09/09 15:50] (current) – [Table] removed time of day column christopher.helmoski
@@ Line 36: / Line 36: @@
 **Dental support staff:**
-^ Name              ^ Role              ^ Availability         ^ Ages seen     ^ Notes                    ^
+^ Name              ^ Role              ^ Availability         ^ Ages seen     ^ Notes                         ^
-| Cindell Haugen    | Dental Hygienist  | Full-time            | Any age       |                          |
+| Cindell Haugen    | Dental Hygienist  | Full-time            | Any age       |                               |
-| Debra Kolden      | Dental Hygienist  | Flex                 | Any age       |                          |
+| Debra Kolden      | Dental Hygienist  | Flex                 | Any age       |                               |
-| Carmen Beauclair  | Dental Assistant  | Unspecified          | 5 - 14 years  | Adult cleanings: 1 hour  |
+| Carmen Beauclair  | Dental Assistant  | Unspecified          | 5 - 14 years  | Adult cleanings: 1 hour only  |
-| Carrie            | Unspecified       | Part-time            | Any age       |                          |
+| Kari              | Unspecified       | Flex                 | Any age       |                               |
-| Nicole            | Unspecified       | Flex - Fridays only  | Any age       |                          |
+| Nicole            | Unspecified       | Flex - Fridays only  | Any age       |                               |
-| Hannah            | Unspecified       | Flex - Fridays only  | Any age       |                          |
+| Haley             | Unspecified       | Flex - Fridays only  | Any age       |                               |
 ===== Procedure types and appointment lengths =====
@@ Line 63: / Line 63: @@
 | SDF                       | 30 minutes       | Prevents decay in baby teeth (same time as Filling Short)         |
 | Crown Prep                | 90 minutes       | Crown preparation (pre-paid appointment)                          |
+| Child Prophy              | 30 minutes       | For patients 11 years and under                                   |
+| Adult Prophy              | 60 minutes       | For patients 5 years and older                                    |
-**Prophy appointment guidelines:**
-  * Child Prophy (30 min): For patients 11 years and under
+===== Dental clinic checklists =====
-  * Adult Prophy (60 min): For patients 5 years and older
-===== Dental clinic checklist =====
+{{.:pasted:20250909-153309.png?100}}
-**Morning:**
+==== Start of day checklist: ====
-  * Turn on lights, log into Phone, Epic and Dentrix
+^ Task                                               ^ Notes                                                         ^
-  * Count the cash drawer – you should have $150.00.
+| Turn on lights, log into Phone, Epic, and Dentrix  |                                                               |
-  * Check voicemails.
+| Log into computer/phone                            | Turn on scanner                                               |
-  * Chart Prep for following day.
+| Log into Dentrix, Epic, and Teams                  |                                                               |
-  * Confirmation Calls should start by 9am.
+| Tend to provider requests                          | For example: Rescheduling pts if a provider happen to be out  |
+| Check voicemails, return patient calls             |                                                               |
-**Afternoon:**
+| Chart prep as soon as time allows                  |                                                               |
+| Start confirmation calls                           | Typically done by noon                                        |
-  * Review insurances from the morning
+:!: Reminder: Check voicemails through out the day as time allows – Return patient calls as needed. :!:
-  * Check voicemails.
-  * Double check to make sure all patient paperwork has been scanned into Epic and Dentrix from morning appointments.
-  * Review insurances for the following day
-**Closing:**
+Remember your 1st priority is assisting our patients, present in our clinic.
-  * Close cash drawer.
+==== Afternoon checklist: ====
-  * Check voicemails.
-  * Wipe down lobby chairs and tables, workstations, door handles, and front desk.
-  * Verify all patient paperwork for the day has been scanned into Epic and Dentrix.
-  * Review insurances from the afternoon
-  * Shut lights off.
-**Weekly:**
+^ Task                                                           ^ Notes  ^
+| Review insurances from the morning                             |        |
+| Check voicemails                                               |        |
+| Ensure all morning paperwork is scanned into Epic and Dentrix  |        |
+| Review insurances for the following day                        |        |
-  * Dental work-queue.
+==== Closing checklist ====
+^ Task                                                                        ^ Notes  ^
+| Close cash drawer                                                           |        |
+| Check voicemails                                                            |        |
+| Wipe down lobby chairs, tables, workstations, door handles, and front desk  |        |
+| Verify all paperwork for the day is scanned into Epic and Dentrix           |        |
+| Review insurances from the afternoon                                        |        |
+| Shut lights off                                                             |        |
+==== Weekly checklist ====
+^ Task               ^ Notes  ^
+| Dental work-queue  |        |
 ===== Dental clinic information =====
@@ Line 124: / Line 133: @@
 ===== Scheduling in Dentrix =====
-Dentrix is only used as a program for the Dentists to use in the back for charts as well as how they read the schedule. Epic is where all our scheduling will take place and the information will be automatically transferred over to Dentrix for you. That being said, things about appointments that are changed in Dentrix __DO NOT__ transfer over to Epic. Be sure that any permanent changes that need to be made are made on the Epic side of things so that both programs are on the same page. Notes added in Epic do not transfer over- if there is anything the providers need to know please be sure to add them before completion of scheduling or they will need to be added into Dentrix after as well.
+**Epic and Dentrix Integration Overview**
-When changing an appointment to a provider, you will right click on the appointment in Epic and select the change option. Make any changes that need to be done in there and everything should transfer over to Dentrix after a refresh.
+  * Dentrix is used by dentists for charting and viewing their schedule.
+  * Epic is the primary system for scheduling. Information entered in Epic is automatically transferred to Dentrix.
-The only time that you would edit an appointments status in Dentrix alone is when a patient calls in the same day as their appointment to cancel it. What we do in this instance is to cancel the appointment using the color codes discussed earlier so that the providers in the back are aware of the change and Epic can track that appointment as a missed appointment appropriately. Please be sure to edit the EOD status to a “same day cancel,” than add in the appointment notes a reasoning for the cancel.
+**What Syncs Automatically**
+  * Appointments scheduled in Epic → appear in Dentrix
+  * Provider changes made in Epic → reflected in Dentrix after refresh
+**What Does NOT Sync**
+  * Changes made in Dentrix do not transfer to Epic
+  * Notes added in Epic do not appear in Dentrix
+❗ **Important:**
+  * Always make permanent changes in Epic to ensure both systems stay aligned.
+**Adding Notes for Providers**
+  * Add important notes in Epic before completing scheduling
+  * If missed, you must manually add them in Dentrix
+**Changing Appointment Provider in Epic**
+  - Right-click the appointment in Epic
+  - Select Change
+  - Make necessary updates
+  - Dentrix will reflect changes after a refresh
+**Handling Same-Day Cancellations**
+This is the only time to edit appointment status in Dentrix directly
+  - Cancel the appointment in Dentrix using the color codes (as discussed earlier)
+  - Update the EOD status to “Same Day Cancel”
+  - Add the reason in the appointment notes
+This ensures providers are informed and Epic tracks the cancellation properly.
 ===== Scanning into Dentrix =====
@@ Line 184: / Line 227: @@
 ===== Insurances =====
+See also: [[attaching_insurances|Insurance and Registration]]
+We accept all forms of insurance though the most common insurance we run into is going to be Medicaid. MNMA (Minnesota Medicaid) always covers dental and medical, though NDMA (North Dakota Medicaid) doesn’t always cover dental.
+NDMA is simple enough. You will want to put in the search bar “NDMA” and select the coverage option that best fits the visit at hand. From there, put in the subscriber ID as found on the card, either beginning with 3 “0’s” or an “ND”. From here, the insurance will go through an E-Verification step and let you know if the patient is eligible for the coverage and ask again what coverage you would like to add to the account to verify, though it would only show coverage that the patient qualifies for.
+For MNMA, Dental insurance is added by searching “777” and medical through “259”. For more info on MNMA, see the below sheet provided by our billing department:
+{{page>patientservices:attaching_insurances#minnesota_medicaid_mnma_dental_insurances}}
+Keep in mind, Insurance IS tricky to understand. If you ever have a question on an insurance or how to add/find one, just make sure you get a scan of the card and ask your co-workers in case they have come across it. If all else fails, our billing department is very good at helping find insurance as well so reaching out to them at 1204 would be a good next step when all else fails! To ensure an insurance has been added to a visit, you will want to start by going into the “visit info” tab of the patient’s chart found on the left side of the menus when checking a patient in or when in detailed view.
+===== Sign-in vs check-in =====
+Signing a patient in tells the providers the patient is in the clinic and filling out paperwork. Checking in a patient tells providers that the patient is ready to go.
+In every case, it is ideal to start by signing in a patient when they arrive and come to check in with you at the desk. Utilize your chart prep to hand any paperwork needed over as well as collect any documents that we need on file such as insurance card and/or ID’s.
+Once the paperwork has been brought back to you and you have reviewed whether it was all filled out correctly, you can then move to checking in the patient. Once in the check in menus, be sure to verify all the information in the checklist found on the right side of the screen. The goal is to make sure that all the boxes on the list are green and good to go!
+Once the patient is checked in please be sure to put patient check-out sheet, stickers, and any other forms the back may need in the correct provider slot on the back wall immediately.
+{{page>patientservices:medical_training_guide#phone_etiquette}}
+{{page>patientservices:medical_training_guide#confirmation_call_script}}
+===== How to make confirmation calls =====
+  - Select on the WORK LIST at the top of Epic.
+  - Click CONFIRM icon.
+  - On the left side of the pop-up box, you will want to select **SHGF Dental** option
+  - Department list should be: **SHGF Dental**.
+  - Make sure you select **Date Range Box** and click **RUN**.
+  - A list of upcoming appointments should populate.
+  - Click on Provider/resource twice. This will help put the time of appointments in order by provider.
+  - If a patient confirms their appointment right click in the correct patient box and select confirm.
+  - If a patient does NOT answer the phone, right click in the correct patient box, click New Call under Contact info. Click Self. Under Follow-up select the correct outcome of the call made.
+  - When making a confirmation call, please remember to tell patients that their appointment time is 15 minutes BEFORE the scheduled appointment time. For example, if the appointment is at 3:00pm. We should tell them that their appointment is at 2:45pm.