I. General Information

1. Course Title:
Principles of Practice Management & Communication

2. Course Prefix & Number:
DENT 1133

3. Course Credits and Contact Hours:

Credits: 2

Lecture Hours: 1

Lab Hours: 2

Internship Hours: 0

4. Course Description:

This course teaches general principles of communication in health care settings. Specific emphasis is placed on verbal and nonverbal skills, assertiveness and confidentially in a variety of situations to include receptionist, office manager, business manager, insurance clerk, records manager, data processor, appointment clerk, bookkeeping and operation of basic office equipment.

5. Placement Tests Required:

6. Prerequisite Courses:

7. Other Prerequisites

Grade of “C” or higher in all Fall semester DENT courses except for DENT 1116 Dental Clinic I, which must be a grade of “B” or higher

9. Co-requisite Courses:

II. Transfer and Articulation

III. Course Purpose

1. Program-Applicable Courses – This course is required for the following program(s):

IV. Learning Outcomes

1. College-Wide Outcomes

2. Course Specific Outcomes - Students will be able to achieve the following measurable goals upon completion of the course:

V. Topical Outline

Listed below are major areas of content typically covered in this course.

1. Lecture Sessions

• Identify basic components of communications
• Identify barriers to effective communications
• Identify methods of conflict resolution
• Demonstrate personal self awareness
• Recognize learning theories to include education, motivation and persuasion
• Identify role behaviors
• Recognize effects of stress
• Identify patient behavior
• Define responsive listening
• Identify patient interviewing techniques
• Recognize patient perception of the dental environment
• Define importance of assertiveness in personal communication
• Identify the students present assertive strengths and weaknesses
• Compare verbal and non-verbal assertive behavior
• Apply assertive skills to specific situations
• Distinguish assertive responses to criticism
• Describe strategies when expressing negative concerns
• Demonstrate oral communication skills through an oral presentation
• Identify various roles in business office
• Identify specific responsibilities of each member of the business office
• Identify telephone techniques
• Identify basic office equipment
• Identify scheduling and appointment control
• Identify records management to include filing and indexing
• Describe patient confidentiality
• Identify charting terms
• Describe recall systems
• Define accounts receivable, bookkeeping, transaction and posting
• Differentiate insurance type
• Describe various financial plans
• Identify collection techniques
• Indentify inventory control systems
• Identify accounts payable bookkeeping techniques
• Describe the function of each component of a clinical record

2. Laboratory/Studio Sessions

• Demonstrate the use of office equipment
• Demonstrate appropriate scheduling appointment control
• Demonstrate appropriate charting
• Demonstrate entering charges, payments, and adjustments
• Complete a collection request
• Prepare a clinical record
• Compose a recall card
• Construct a personal career portfolio
• Prepare a quality resume
• Compose a cover letter
• Complete a mock interview