Reception Small Intro

Clinic Operations and Administrative Procedures

This document summarizes key administrative procedures, contact points, and best practices for students working in clinic. It organizes guidance on reception locations and staffing, account adjustments, course-of-care charging, waitlists and referrals, patient contact, appointments and sessions, cancellations and missed appointments, treatment estimates and payments, leave and swaps, and who to contact for support.

Reception Desks and Staffing

• Reception locations:

  • Main reception at the front desk (primary entry point).
  • DMD reception desk just outside Clinic 1 (main contact for bookings/queries).
  • A desk at Eatlock (site name as provided).
  • A desk on the first floor.

• Staffing and availability:

  • The DMD reception desk will be staffed as much as possible when students are in clinic; if unavailable, use the main front desk.
  • Clinical coordinator/administrator circulates around reception and is available for queries—ask at reception if you cannot locate them.
  • For general queries, contacting reception directly is an acceptable option.

Account Adjustments and Incorrect Charges

• If an incorrect charge is applied, notify the designated administrator (email contact provided by clinic) with as much information as possible:

  • Patient identifier (name/ID).
  • The incorrect item (description/code) and the intended/correct item.
  • Date/time and any contextual notes (e.g., tutor involvement).

• Preferred correction process:

  1. Charge the correct item (or have your tutor charge it).
  2. The administrator will void the incorrect item afterwards.
  • Do not remove the incorrect item first; removing before re-charging can cause system issues and prevent correct processing.

• Rationale: detailed information helps support the adjustment request and speeds resolution.

Courses of Care and Charging Practices

• Most charges should be applied to the appropriate DMD course of care.
• Exceptions: emergency services and some other clinics may use different coding—check when applicable.
• If a patient has multiple courses of care open (e.g., 3–20), confirm you are charging into the correct course.
• If unsure, ask reception or the administrator before making adjustments.

Waitlists and Referrals

• When adding patients to waitlists:

  • Ensure you enter the correct discipline (e.g., dentist, hygienist) and appointment subclass.
  • Include the correct appointment type (consultation/screening/other) and any required screening notes.
  • Provide accurate contact details and patient identifiers.

• Waitlist entries are used for internal referrals and bookings; accuracy is essential for appropriate triage.

Contacting Patients

• Using personal mobile phones to contact patients is discouraged:

  • There have been instances where patients reacted negatively to student calls regarding treatment or costs.
  • For privacy and professionalism, use clinic resources whenever possible.

• Clinic resources for contacting patients:

  • Landline phones are available in room 202.
  • Room 202 also has computers with the system functionality to contact patients securely.
  • Reception staff can assist with contacting patients as needed.

Appointment Bookings and Session Management

• Reception handles all bookings in the Titanium (booking) system. When requesting bookings, provide:

  • Patient name and clinic/UR number.
  • Type of appointment and any relevant clinical details.
  • Preferred date/time and any constraints.

• Rebooking after a clinic session:

  • You can request bookings at reception after a session.
  • If in a hurry, leave a detailed popup note in the system with all booking information.

• Session blocking policy:

  • Sessions enter a blocked status once the appointment time is within 48 hours.
  • While blocked, sessions can be requested by any student in the cohort.
  • To request a blocked session from the student coordinator/administrator, you must have a patient already identified (i.e., a patient to fill that session immediately).
  • If a session is blocked and then re-opened for up to three days, booking operates on a first-come, first-served basis—original student does not retain automatic priority.

• Clinic availability:

  • Some satellite clinics (e.g., Clinic 8, Clinic 5) may be closed for certain general sessions; available sessions will typically be in Clinic 1 and Clinic 2.
  • Check availability with student coordinators and reception.

Cancellations and No-shows

• Same-day cancellations:

  • Reception will typically wait about 15 minutes before marking a patient as a no-show to allow for late arrivals.
  • Staff will try to notify you when cancellations occur, but during busy times this may not always happen.

• Cancellations more than 24 hours in advance:

  • Appointments are usually removed from your schedule if the cancellation occurs more than 24 hours before the appointment time.

• Missed appointments (no-shows):

  • Record each missed appointment in Titanium (use the no-show code/process).
  • Typical fee policy:
    • First missed appointment: usually no charge to the patient.
    • Subsequent missed appointments: a fee (commonly $20) may be applied to encourage attendance.
  • Track missed appointments consistently to build a patient history.
  • Report patients with frequent missed appointments to the student-friendly board or relevant coordinator for follow-up.

Treatment Estimates, Planning, and Payments

• Provide treatment estimates whenever you are arranging treatment plans:

  • Many patients are cost-sensitive; a clear estimate avoids surprise charges and difficult conversations on the day of treatment.
  • Document evidence of financial/conversation discussions in the system to support reception and administration if questions arise.

• Typical payment expectation:

  • Standard approach is 50% payment up front when treatment begins, with final payment on or before the day of insertion/completion.
  • Reception will ask about payment arrangements at the time of booking or treatment—ensure patients are informed in advance.

Payment Plans

• Payment plans are available on request but are not the default approach:
  • Encourage standard payment (e.g., 50% upfront) first.
  • If a patient requests a payment plan, discuss the situation with the administrator or reception and put the request to the attention of the appropriate coordinator.
  • Some patients may attempt to exploit payment arrangements—each request will be assessed case by case.

Leave, Missed Clinical Sessions, and Swaps

• Leave planning:

  • Notify student coordinators as early as possible when you will be on leave so list sessions can be planned and assigned.
  • Being proactive makes it easier to arrange cover and available chairs.

• Missed clinical sessions:

  • Review the leave policy for rules and implications.
  • The clinic tracks missed clinical sessions—proactive communication helps prevent misunderstandings and administrative consequences.

• Swaps:

  • Students are responsible for arranging swaps directly with one another.
  • Staff will not organize swaps on your behalf.
  • Note: there are no swaps for Tom brief placements (as stated by clinic policy); verify with coordinators if unsure.

Contact Channels and Support

• Primary contact options:

  • Email the clinic administrator/coordinator (address provided by clinic) for account adjustments, payment-plan requests, or session queries.
  • Contact reception directly for bookings, cancellations, or patient contact assistance.

• If you have login issues, questions about scheduling, or other administrative concerns, contact the assigned coordinator promptly.

Action Checklist (Quick Reference)

• Before charging a correction: gather patient ID, incorrect item details, correct item details; charge correct item first.
• For waitlists/referrals: include discipline, subclass, appointment type, patient ID, and any screening requirements.
• If contacting patients: use room 202 or reception phones/computers; avoid using personal mobiles.
• For blocked sessions (<48 hours): have a patient ready before requesting session unblocking.
• For cancellations/no-shows: expect a 15-minute grace for same-day arrival; log no-shows in Titanium and track missed appointments.
• For treatment plans: provide written estimates and document financial discussions.
• For payment plans: consult the coordinator/reception before committing.

If you need clarification on any of these procedures or require the administrator email address again, contact reception or the student coordinator.