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Dental Office Administration, 1st Edition

By Sandie Baillargeon
Instructional Resources
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Soft Cover
416 pages
ISBN-10: 017610478X
ISBN-13: 9780176104788
Publisher: Top Hat
Edition: 1st

This book has been designed to guide new and/or existing Dental Office Administrators through many of the complex issues that they will face, such as the changes in privacy laws, insurance adjudication, personnel performance issues, client relations, marketing and advertising and many other valuable topics. One change that will be consistent throughout the book is that the word patient is replaced with client to reflect a mutual relationship between the health care provider and the dental clients, who are informed consumers and active participants in their own wellness.Each chapter begins with a behavioural objective and lists the topics to be addressed in the chapter. The book has been structured into three main sections.The beginning chapters cover the duties and responsibilities of the Dental Office Administrator, including communication skills, verbal and written, as well as the psychological aspects of what motivates client behaviour.The second section provides a basis of clinical theory in order to understand, interpret and translate the language of dentistry into terms that are understandable to the dental client. The Dental Office Administrator is the liaison between the doctor and the client, and as such, often must interpret highly technical information into understandable terms for the client.The latter chapters include practical office management skills, policies and procedures that can be easily implemented into any dental clinic. These chapters will also address the changes in insurance adjudication in Canada as well as privacy laws and how they affect client care.This text has been designed to become a desktop reference for you to refer to even when your course of study has been completed. Each chapter stands on its own so you can explore topics as they come to mind.


  • *NEW* It contains 100% Canadian content. That is important to dentists and their teams. They seek relevant information that is applicable to their dental practices and practical applications that they can implement immediately.
  • *NEW* Emphasis is placed on leadership skills and guiding highly skilled dental teams through rapid change and growth, where strong and insightful leadership is needed.
  • *NEW* Many chapters contain reprinted versions of articles that have been published by the Journal of the Canadian Dental Association.
  • *NEW* The text addresses the changes in insurance issues and the paradigm shift from insurance driven dental practices to client centered wellness clinics.
  • There are more communication tips such as how to conduct financial discussions with clients and how to motivate clients to keep appointments.

Table of Contents

  • Chapter 1. Dental Office Administration and the Role of the Administrator
  • Chapter 2. Client Communications
  • Chapter 3 - The Write Stuff - Written Communications
  • Chapter 4. Lingual Lingo - Translating Dental Terms to Common Language
  • Chapter 5. - Oral Structures and Facial Anatomy - Tooth Morphology
  • Chapter 6 - Tooth Identification and Numbering Systems
  • Chapter 7. - Preventive Dentistry and Oral Pathology
  • Chapter 8 - Dental Pharmacology
  • Chapter 9 - The Dental Patient Record
  • Chapter 10- Records Management
  • Chapter 11 - Protecting Clients'' Privacy
  • Chapter 12 - Dental Insurance and Fee Guides
  • Chapter 13- Effective Appointment Scheduling
  • Chapter 14 - Effective Telephone Skills
  • Chapter 15 - Continuing Care Systems
  • Chapter 16 - Accounts Receivable - Turning Accounts Receivable into Accounts Received
  • Chapter 17 - Accounts Payable
  • Chapter 18 - Payroll - Employment Standards and Records
  • Chapter 19 - Building the Dental Team - Human Resources Management
  • Chapter 20 - Daily Banking
  • Chapter 21 - Marketing and Advertising
  • Chapter 22 - Daily Operating Policies and Procedures - Time Management
  • Chapter 23. The Job Search

Author Information

Sandie Baillargeon

Sandie is a leading authority on how to increase the effectiveness of medical and dental business systems. Ms. Baillargeon is author of two text books, Dental Office Administration and The Canadian Dental Office Administrator published by ITP Nelson Canada. She created the first Certificate Course in Dental Practice Management at the University of Toronto, Faculty of Dentistry. Sandie has lectured at dental faculties across North America and has had many articles published in the Journal of the Canadian Dental Association. As owner/operator of Dental Office Consulting Services, Sandie specializes in dental practice management consulting, hiring and coaching dental teams, implementation of in office programs, dental business and operational plans.