Bright Braces Policies Handbook

Employee Handbook

For the office of: Dr. David S. Bright DDS. MS. Bright Orthodontics, PA.

TABLE OF CONTENTS

GENERAL

The Purpose of this Handbook…

We wanted to provide employees with a comprehensive guide to the policies, procedures, expectations, and benefits of our company. To serve as a valuable resource that would outline the standards and guidelines employees are expected to follow and helps foster a consistent and harmonious work environment. This handbook aims to:

1. Communicate Company Policies and Procedures:

· The handbook provides a clear understanding of the company's policies, rules, and regulations. It covers a wide range of topics, including attendance, dress code, code of conduct, performance expectations, and more.

· By familiarizing employees with these policies, the handbook helps to ensure consistency, fairness, and compliance within the organization.

2. Set Expectations:

· The handbook sets forth the expectations regarding professional conduct, attendance, performance, and other essential aspects of employment.

· It helps employees understand what is required of them in terms of behavior, productivity, and quality of work.

3. Provide Information on Employee Benefits and Entitlements:

· The handbook outlines the benefits and entitlements offered by the company, such as vacation time, sick leave, holidays, and other employee perks.

· By understanding these benefits, employees can take advantage of the resources and support provided to them.

4. Promote Compliance with Legal and Regulatory Requirements:

· The handbook ensures that the company and its employees adhere to applicable laws, regulations, and industry standards.

· It helps create a legally compliant workplace, promoting a culture of fairness, safety, and respect for all employees.

5. Serve as a Reference Guide:

· The handbook acts as a reference tool for employees to access information about company policies, procedures, and resources.

· It provides answers to common questions, clarifies expectations, and supports consistent decision-making.

6. Communicate Company Values and Culture:

· The handbook reflects the company's values, mission, and vision, fostering a sense of shared purpose among employees.

· It serves as a guide to understanding and embracing the company's culture and promoting a positive work environment.

Overall, this handbook is designed to provide employees with essential information, guidelines, and resources that promote a productive, respectful, and compliant work environment. It is an important tool in aligning employees with the company's goals, values, and expectations, ultimately contributing to the success and well-being of both individuals and the organization as a whole.

Office Hours and Attendance

Office Hours

- Monday: 8:00 AM to 5:00 PM

- Tuesday: 9:00 AM to 5:00 PM

- Thursday: 8:00 AM to 5:00 PM

- Friday: 8:00 AM to 4:00 PM

Attendance

All employees are required to adhere to the following attendance policy:

1. Arrival Time: Employees must be present in the office and ready to work 15 minutes prior to the official opening time. This allows for a smooth transition and ensures that all necessary preparations are made before the start of the workday.

2. Office Hours: The office opens promptly at the designated times stated above. Employees are expected to be present and prepared to work during these hours.

3. Late Arrivals: Punctuality is crucial for maintaining a productive work environment. Being late can disrupt workflow and impact team dynamics. Therefore, employees are allowed a maximum of three late arrivals per week. A late arrival is defined as arriving after the designated opening time. Beyond three instances, further tardiness will result in disciplinary action, including a writeup.

4. Prior Notification: If an unforeseen circumstance arises that may cause an employee to be late or absent, it is essential to notify your supervisor or the HR department as soon as possible. Communication and transparency are highly valued, and it allows us to make necessary adjustments and ensure smooth operations.

Note: Any deviations from the specified office hours require prior approval from your supervisor or the HR department. Special considerations may be made on a case-by-case basis, but it is essential to maintain open communication to manage expectations effectively.

Office Hours are subject to change.

We appreciate your commitment to punctuality and professionalism in adhering to these guidelines. By doing so, we can maintain a cohesive and efficient work environment that benefits everyone.

Disciplinary Actions and Write-Ups

The objective of implementing write-ups is to ensure accountability, maintain a high standard of job performance, and promote a positive work environment. Write-ups may be issued for various reasons, including tardiness, job performance issues, or non-compliance with company policies. It is important for all employees to be aware of the consequences of repeated infractions.

1. Tardiness Write-ups: As mentioned earlier, being late more than two times per week will result in a write-up. Each instance of tardiness beyond the allowed limit will be documented and discussed with the employee. The purpose of these write-ups is to address the issue, identify potential reasons for the tardiness, and find solutions to prevent recurrence.

2. Job Performance Write-ups: In situations where an employee's performance does not meet the expected standards, a write-up may be issued. This could include persistent errors, failure to meet deadlines, or a lack of professionalism. The purpose of performance-related write-ups is to communicate concerns, provide feedback, and establish a plan for improvement.

3. Non-compliance Write-ups: Non-compliance with company policies, procedures, or guidelines may also result in a write-up. This includes violations related to workplace safety, harassment, attendance, or other misconduct. Write -ups for non-compliance aim to address the behavior, educate employees on the correct procedures, and ensure adherence to company standards.

Consequences of Write-ups:

Repeated write-ups within a six-month period will lead to immediate disciplinary actions, which may include further penalties or even termination of employment. The specific actions taken will depend on the severity and frequency of the infractions, as well as the overall work history and conduct of the employee.

It is important to note that the objective of disciplinary actions is not to penalize employees but rather to facilitate improvement, maintain a positive work environment, and uphold the standards and values of the company. The ultimate goal is to provide employees with the necessary support and resources to succeed in their roles.

We encourage open communication and dialogue throughout the write-up process. Employees are welcome to discuss any concerns or provide additional information that may be relevant to their situation. We value each employee's growth and development and are committed to working together to achieve mutual success.

Remember, adherence to company policies, punctuality, and job performance are essential for maintaining a productive and harmonious workplace. Your commitment to these principles is greatly appreciated.

Calling-In Requirements

In the event that an employee is unable to report to work as scheduled, it is essential to follow the proper procedure for notifying the company. By promptly informing the appropriate personnel, we can effectively manage schedules and ensure smooth operations. Please adhere to the following requirements when calling in:

1. Notification Timeframe:

· Employees must notify their immediate supervisor or the designated contact person at least two hours prior to their scheduled start time.

· If an employee becomes aware of their inability to attend work beyond the specified timeframe, they should contact their supervisor as soon as possible to provide timely notice.

2. Communication Channels:

· Employees should use the prescribed communication method outlined by the company to report their absence. Our preferred method of communication for ‘Call-Ins’ are phone calls. However, if management is unreachable text messages, emails, or any other designated means of communications are allowed.

· Contact information for reporting absences will be provided during onboarding or in subsequent communications. It is the employee's responsibility to maintain this information and use it appropriately.

3. Information to Include:

· When reporting an absence, employees should clearly state their name, position, and the reason for their absence.

· If the absence is due to illness, employees may be required to provide relevant details such as symptoms, anticipated duration, and any medical documentation, as per company policy.

· It is important to provide accurate and complete information to assist in managing schedules and determining appropriate coverage if necessary.

Failure to adhere to the calling-in requirements may result in disciplinary actions, including write-ups, as outlined in the company's attendance policy (refer to the relevant section for more details).

We understand that unforeseen circumstances can arise, leading to absences from work. By promptly notifying the company and following the established procedure, we can better accommodate such situations while minimizing disruptions to workflow.

If you have any questions or concerns regarding the calling-in process or the reporting of absences, please reach out to your supervisor or management for assistance.

Your cooperation in following these requirements is greatly appreciated.

Parking Policy:

To ensure that our patients have a seamless experience and easy access to parking, we have implemented a parking policy for employees. It is important that all employees adhere to this policy to maintain a smooth flow of traffic and availability of parking spaces. The parking policy is as follows:

1. Employee Parking Location:

· Employee parking is designated in the area directly in front of the Comerica Bank, facing Mason Rd.

· Employees are expected to park their vehicles in this designated area to allow maximum availability of parking spaces for our patients.

2. Policy Enforcement and Consequences:

· It is mandatory for employees to adhere to the designated parking area.

· Failure to comply with the parking policy may result in disciplinary actions.

· The consequences for not adhering to the parking policy may include a warning for the first offense, followed by further disciplinary actions or written reprimands for repeated violations.

See diagram below for parking.

We understand that situations may arise that require temporary adjustments to parking arrangements, such as maintenance work or special events. In such cases, the office manager or designated personnel will communicate alternative parking instructions to employees in advance.

By strictly following the parking policy, we can ensure a convenient and pleasant experience for our patients.

Employee Probationary Period

The primary purpose of a work probationary period is to give both employers and new hires the opportunity to make sure the job is a good fit. It’s also used to give new hires an opportunity to receive proper training before they’re expected to meet certain standards, such as sales or production goals.

New employees working for Bright Braces go through a 90-day probationary period upon starting with the company. As an at-will employer, the company has the right to fire the new hire at any time without cause and likewise, the employee has the freedom to terminate employment during this timeframe.

· New hires receive the following during the probationary period:

· Extensive training and support from their supervisor

· Weekly check-ins with the supervisor to receive feedback

· Support for improving performance to meet expectations

· A copy of all company policies and procedures

· A written performance evaluation at the end of the probationary period

Upon successful completion of the probationary period, the new hire transitions to permanent employee status. Completing this probationary period does not guarantee continued employment with Bright Braces. Employment is at-will, and the new hire can be fired at any time with or without cause. The employee is subject to all company policies and procedures.

After 1 year, the new employee has access to all company benefits offered to regular full-time employees, per the company’s employee handbook. This includes:

· Vacation time

· Sick time and additional paid time off (PTO) per the handbook.

· Holiday pay & MORE

For more information on Employee Benefits, please refer to page: 17 of this handbook.

Write-ups during the Probationary Period

If an employee receives a write-up during the probationary period, it is taken seriously as it may impact their continued employment. The specific consequences of write-ups during this period will depend on the severity and frequency of the infractions, as well as the overall assessment of the employee's performance and conduct.

While each situation is evaluated on a case-by-case basis, it is important to note that repeated or significant write-ups during the probationary period can lead to termination of employment. The decision to terminate will consider the employee's ability

to meet job expectations, integrate into the company culture, and demonstrate improvement in areas of concern.

The purpose of addressing write-ups during the probationary period is to provide timely feedback, identify areas for improvement, and allow for corrective action. Supervisors and HR personnel will work closely with the employee to discuss the concerns, provide support, and establish a plan for improvement if deemed appropriate.

Communication

Open Communication is encouraged throughout the probationary period. Employees are welcome to ask questions, seek clarification, and address any concerns they may have. It is important to remember that the probationary period serves as an opportunity for both the employee and the company to assess compatibility and ensure a good fit.

We are committed to providing a fair and supportive environment during this period and will strive to provide the necessary guidance for employees to succeed. However, if it is determined that termination is the appropriate course of action, it will be carried out in accordance with company policies and procedures.

We encourage all employees to utilize the resources available to them, communicate openly, and make efforts to meet job expectations during the probationary period.

Pay Period, Direct Deposit, and Payroll Access

Pay Period

Our company operates on a bi-monthly pay schedule. Payroll is processed and disbursed on the 1st and 15th of each month. This means that employees can expect to receive their salary or wages on these designated paydays. The pay period covers the work performed during the previous two weeks.

Direct Deposit

As part of our efficient payroll process, the company exclusively uses direct deposit for salary and wage payments. Direct deposit ensures the timely and secure transfer of funds directly into the employee's designated bank account.

Banking Information

To facilitate direct deposit, each employee is required to provide their banking account information. This includes the bank name, account number, and routing number. The company ensures the confidentiality and security of this information, following strict data protection measures.

Payroll Site and Access

To enhance transparency and accessibility, each employee will be provided with access to the payroll site. This site allows employees to view their electronic check stubs and access other important payroll-related information.

Login Information

Employees will receive their login information for the payroll site during their first week of hire. This will enable them to access the site securely and conveniently. Instructions on how to log in and navigate the site will be provided to ensure a seamless experience.

Benefits of Payroll Site Access:

The payroll site offers various advantages to employees, including the ability to:

· View and download electronic copies of their pay stubs.

· Access and update personal information, such as contact details and tax withholding information.

· Review annual earning statements and tax documents.

· Submit certain payroll-related requests, such as changes to direct deposit information or tax withholding status.

Maintaining accurate and up-to-date information on the payroll site is essential for smooth payroll processing and ensuring the accuracy of salary or wage payments.

We prioritize the security and privacy of our employees' information and take appropriate measures to safeguard their data. If you have any concerns or questions regarding the handling of your banking information or access to the payroll site, please contact management for assistance.

Requesting a Raise & Eligibility

We understand that employees may seek salary adjustments based on their performance, experience, and contributions to the company. To request a raise, employees should follow the procedures outlined below:

1. Timing and Eligibility:

· Raises may be considered after the 90-day probation period to allow sufficient time for evaluation and assessment of the employee's performance.

· Additionally, opportunities for raises may be available at specific milestones, such as the 1-year, 3-year, 5-year, and 10-year marks.

· However, it's important to note that while these milestones provide potential opportunities, raises are not guaranteed and will depend on factors such as performance, market conditions, and overall company financial health.

2. Prepare a Case:

· Prior to requesting a raise, employees should thoroughly evaluate their contributions, accomplishments, and growth within the company.

· Prepare a list of specific achievements, completed projects, increased responsibilities, additional qualifications, or notable contributions that demonstrate the value brought to the organization.

· Research industry standards and salary benchmarks to ensure the request aligns with fair compensation practices.

3. Schedule a Meeting:

· Request a meeting with your supervisor or appropriate management personnel to discuss the potential for a raise.

· Choose an appropriate time when your supervisor is available and not overwhelmed with other priorities.

· Clearly communicate the purpose of the meeting in advance, indicating that you would like to discuss your compensation and present your case.

4. Present Your Case:

· During the meeting, professionally and confidently present your case for a raise.

· Discuss your achievements, increased responsibilities, and any additional value you have brought to the company.

· Reference industry standards and salary research to support your request for fair and competitive compensation.

5. Be Open to Feedback:

· Listen to your supervisor's feedback and consider their perspective.

· Understand that a raise may not be immediately granted or may be subject to review and approval from higher-level management or the HR department.

6. Follow Company Procedures:

· Adhere to any specific procedures outlined in the company's compensation policy or employee handbook regarding requesting raises.

· Submit any required documentation or forms as instructed.

Please note that the decision to grant a raise will be based on multiple factors, including performance, market conditions, budget constraints, and overall company objectives. While we strive to provide competitive and fair compensation, it is important to manage expectations, as raises are not guaranteed and are subject to these factors.

We appreciate your dedication and contributions to the company and will consider all reasonable requests for salary adjustments based on the established procedures and guidelines.

Employee Benefits

After completing one year of continuous service with the company, employees become eligible for various benefits. We believe in recognizing and rewarding the commitment and dedication of our staff. The following benefits will be available to eligible employees:

1. Vacation Time:

· Eligible employees will receive two weeks (80 hours) of paid vacation time per year.

· Vacation time can be utilized for personal and leisure activities, allowing employees to rest and rejuvenate.

· Requests for vacation time should be submitted in advance, following the established procedures outlined by the company.

2. Sick Time:

· Eligible employees will be provided with 48 hours of sick time for unforeseen illness or medical appointments.

· Sick time can be used to recover from personal illness or to care for an immediate family member in need of assistance.

· Documentation may be required for extended periods of sick leave, as per company policy.

· Unused sick time will be paid out but will not be carried over to the following year to eligible employees., subject to certain limitations.

· Payouts will be processed in accordance with company policies and applicable legal regulations.

3. Bereavement:

· Employees are eligible for up to 16 hours of bereavement leave in the event of the death of an immediate family member, such as a spouse, child, parent, sibling, or grandparent.

· The bereavement leave is intended to provide employees with the necessary time to attend funeral or memorial services, make necessary arrangements, and grieve the loss of their loved one.

4. Holiday Pay: [See Page: 18]

5. Personal Time Off:

· Eligible employees are allocated 8 hours of PTO per calendar year. This time off is intended to be used for personal reasons, such as appointments, family commitments, personal errands, or leisure activities.

· Unused PTO hours will not be paid out to employees. It is a "use it or lose it"

policy where any remaining PTO hours at the end of the calendar year will not carry over to the following year.

· Employees should plan and utilize their PTO effectively to ensure its benefits are fully realized within the calendar year.

Note: All requests and benefits are subject to approval and company policies and may be adjusted or modified at the discretion of the company. The specifics regarding accrual rates, carryover limits, and other details will be provided and communicated to each employee as needed.

Holiday Pay

This benefit recognizes the importance of holidays and compensates employees for their work during designated company holidays. Please review the following guidelines regarding holiday pay:

1. Eligibility:

· Employees who have successfully completed one year of continuous service with the company are eligible for holiday pay.

· This benefit applies to designated company holidays as determined by the company's holiday schedule.

2. Calculation and Payment:

· Holiday pay will be calculated based on the employee's regular rate of pay.

· If an eligible employee works on a designated company holiday, they will receive additional compensation for the hours worked in addition to their regular pay.

· If an eligible employee does not work on a designated company holiday, they will receive holiday pay equivalent to their regular working hours for that day.

3. Holiday Schedule:

· The company will establish and communicate a holiday schedule, outlining the specific days that are recognized as company holidays.

· The holiday schedule may include traditional holidays, such as Christmas, New Year's Day, Thanksgiving, and other culturally or regionally significant holidays.

We value our employees' dedication and recognize the significance of holidays. The holiday pay benefit serves as a token of appreciation for your commitment and contributions to the company's success.

Requesting Time Off

At our company, we understand the importance of work-life balance and the need for occasional time off. Employees are encouraged to request time off in advance to ensure proper planning and to minimize disruptions to workflow. To request time off, please follow the guidelines outlined below:

1. Submitting a Time-Off Request:

· Employees should submit a formal request for time off by using the company's designated time-off request process. This may involve filling out a form, utilizing an online portal, or following any other prescribed procedure established by the company.

· Time-off requests should be submitted well in advance of the desired time off, preferably as soon as the need for time off is anticipated or known. This allows supervisors and the HR department to review and plan accordingly.

2. Providing Relevant Information:

When submitting a time-off request, employees should include the following information:

· The desired dates and duration of the requested time off.

· The reason for the time off (e.g., vacation, personal reasons, family commitments, etc.).

· Any additional pertinent information or special considerations (e.g., need for coverage during absence).

3. Supervisor Approval:

· Once a time-off request is submitted, it will be reviewed by the employee's supervisor or an appropriate manager.

· The supervisor will assess the request, considering factors such as operational requirements, team coverage, and the employee's leave balance.

· Approval or denial of the time-off request will be communicated to the employee in a timely manner.

4. Planning and Communication:

· Employees are responsible for coordinating their workload and ensuring any necessary handover or coverage during their absence.

· It is important to communicate with colleagues and supervisors in advance, sharing pertinent information and providing any required documentation or instructions related to ongoing projects or tasks.

Please note that the company reserves the right to consider operational needs and may request rescheduling or deny a time-off request if it conflicts with business requirements. In such cases, the employee will be notified and offered alternatives if available.

Cell Phone & Earphone Policy

To maintain a focused and productive work environment, the company has implemented a cell phone and earphone policy. The policy is designed to ensure that employees are attentive, engaged, and minimize distractions during working hours. Please familiarize yourself with the following guidelines:

1. Cell Phone Usage:

· Personal cell phone usage for non-work-related purposes should be limited to designated break times.

· Personal calls, messaging, social media browsing, and other similar activities should not be conducted during working hours.

· In case of an emergency or urgent personal matter, employees should seek permission from their supervisor and use designated break areas or private spaces for brief and necessary phone conversations.

2. Earphone or Earbud Usage:

· The use of earphones or earbuds is generally discouraged during working hours to ensure effective communication, collaboration, and a safe work environment.

· Exceptions may be made for specific job roles or tasks that require audio communication or listening to relevant audio material. In such cases, employees must obtain prior approval from their supervisor.

Disciplinary Actions and Write-ups:

Failure to comply with the cell phone and earphone policy may result in disciplinary actions, including write-ups. The consequences of repeated violations will be as follows:

1. Verbal Warning: The first instance of non-compliance will result in a verbal warning. The employee will be reminded of the policy and its importance in maintaining a professional work environment.

2. Written Warning: If a second violation occurs, a written warning will be issued. This will be documented and placed in the employee's personnel file. The employee will be notified that further violations may result in more severe disciplinary actions.

3. Final Warning: A third violation will lead to a final written warning. The employee will be informed that any subsequent infractions may result in termination of employment.

4. Termination: Continued violations after the final warning may result in termination of employment, as it indicates a disregard for company policies and expectations.

It is important to note that disciplinary actions will be applied in a fair and consistent manner, with due consideration given to the circumstances and the employee's work history. So, please familiarize yourself with this policy and adhere to it consistently.

Drugs & Alcohol Use

The practice's utmost priority involves protecting the safety and health of patients, visitors, and staff. Staff who come to work while under the influence of drugs or alcohol put other staff, patients, visitors, and the practice at risk. To guard against this, the practice ensures that the office is a drug and alcohol-free workplace by requiring drug and alcohol screening if a staff member is suspected or known to be under the influence of drugs or alcohol.

Policy

1. All staff are prohibited from the following:

· Being under the influence of non-prescription drugs or alcohol while on duty or on the worksite

· Possessing, using, or distributing illegal drugs in the workplace

· Taking or abusing prescription drugs that cause impairment or create safety risks to themselves

· or others.

2. Staff must notify management within 5 days of either receiving a conviction or entering a plea of nolo contendere for violating state or federal laws pertaining to illegal drugs.

3. Management may determine that staff are under the influence of drugs or alcohol by any of the following:

· Breath odor

· Slurring of speech

· Unusual, inappropriate, erratic, or violent behavior

· Being involved in an accident or damaging the practice's equipment while on duty

· Behavior that results in a complaint by another staff member, patient, or visitor

4. Any staff who suspect that another staff member is under the influence of drugs or alcohol must notify management immediately.

5. If management concludes there is a reasonable basis for determining that a staff member is impaired by drugs or alcohol, management will immediately remove the staff member known or suspected to be under the influence of drugs or alcohol from contact with patients, family members, and visitors.

6. Staff suspected of being under the influence of drugs or alcohol may be asked to submit to blood-alcohol-level testing or a chemical-substance screening. In such cases, the staff member is escorted to the laboratory collection facility for testing or collection.

7. Staff who refuse to consent to blood-alcohol or chemical-substance testing are subject to disciplinary action, including termination of employment.

8. Exempt staff who have worked any part of the workweek are suspended from work with pay while waiting for the results of chemical-substance screening. Hourly staff are suspended without pay.

9. If a staff member is found to be under the influence of drugs or alcohol, management will ensure that he or she is safely taken home. Should the staff member refuse to be driven or otherwise escorted home, management will document this in his or her personnel file. The appropriate authorities will be contacted if management believes the staff member poses a risk to himself or herself or to others.

10. Management documents, the reason for suspecting that he or she is under the influence of drugs or alcohol, along with any findings related to this suspicion will become a part of the staff member's personnel tile.

11. Staff proven to be under the influence of drugs or alcohol while at the workplace are subject to disciplinary action, including immediate dismissal, even for first-time offenses.

12. Any information, action, or documentation addressing a staff member's known or suspected condition of being under the influence of drugs or alcohol is confidential. Disclosing this confidential information, through oral, written, or electronic methods, without proper authorization is prohibited and may result in disciplinary action.

ROLES & DUTIES

Roles of Registered Dental Assistants (RDAs):

As Registered Dental Assistants (RDAs), your roles and responsibilities are essential in ensuring the smooth operation of our dental office and providing high-quality patient care. Here are the general expectations associated with each RDA title:

· Assist the dentist during patient procedures by handing instruments, maintaining a clear operating field, and anticipating the dentist's needs.

· Ensure the comfort and safety of patients during treatments.

· Take and process dental X-rays as instructed by the dentist.

· Perform dental charting and documentation accurately.

· Educate patients on proper oral hygiene techniques and post-treatment care instructions.

· Perform thorough cleaning and sanitizing of dental instruments, equipment, and treatment areas to maintain a sterile environment.

· Follow proper infection control protocols and maintain compliance with sterilization guidelines.

· Package, label, and sterilize dental instruments and equipment according to established procedures.

· Maintain inventory of supplies, restocking as needed, and ensuring their proper storage.

· Assist in the fabrication of dental prosthetics, such as crowns, bridges, or dentures, under the direction of the dentist or dental lab technician.

· Prepare dental impressions and models for laboratory work.

· Perform basic lab procedures, including pouring and trimming models, and fabricating temporary restorations.

· Clean and maintain lab equipment, ensuring a clean and organized work environment.

Daily Duties:

· As part of the daily routine, RDAs are responsible for shutting down equipment, cleaning assigned chairs/stations, and setting up for the next day's appointments.

· Ensure that all dental instruments used during the day are properly cleaned, sanitized, and prepared for the following day's use.

· Clean and maintain the lab area, ensuring proper sanitation and organization.

1. Chairside:

2. Sterilization:

3. Lab:

Weekly Equipment Maintenance:

· Utilize non-doctor/slow days for conducting weekly maintenance on dental equipment.

· Follow the equipment maintenance protocols specified by the manufacturer and the office to ensure optimal performance and longevity.

· Perform routine inspections, cleaning, and calibration of equipment to identify and address any potential issues promptly.

It is essential for RDAs to adhere to infection control protocols, maintain a clean and organized work environment, and communicate effectively with the dental team to ensure seamless patient care.

If you have any specific questions or need further clarification on your role or responsibilities as an RDA, please consult your supervisor or the designated dental office manager.

Roles of Front Office Staff

Front office staff play a vital role in ensuring smooth operations and providing a positive experience for our patients. Here are the general expectations and responsibilities associated with the front office staff:

1. Answering Phones:

· Respond promptly and courteously to incoming phone calls, addressing patient inquiries, scheduling appointments, and providing necessary information.

· Use professional and empathetic communication skills to effectively assist patients and handle any concerns or issues.

2. Greeting Patients:

· Welcome patients with a friendly and professional demeanor, ensuring a positive first impression.

· Verify patient information, update necessary paperwork, and assist with filling out forms.

· Provide clear directions and instructions regarding check-in procedures and wait times.

3. Appointment Scheduling and Check-in/out:

· Manage the appointment schedule efficiently, ensuring accuracy and avoiding conflicts or double bookings.

· Check-in patients upon their arrival, verify and update their personal and insurance information, and assist in completing any necessary paperwork.

· Efficiently check-out patients, collect payment, schedule follow-up appointments, and provide any required documentation or instructions.

4. End of Day Duties:

· Ensure that all front office equipment, including computers, printers, telephones, and lights, are properly turned off.

· Verify that all doors, including entrance and exit doors, are securely locked at the end of the day to maintain the safety and security of the office.

Additional Responsibilities:

· Maintain a clean and organized front desk area, including the waiting room and reception area.

· Manage patient records and confidential information with the utmost discretion and compliance with privacy regulations.

· Assist with insurance verification, billing, and processing financial transactions accurately.

· Provide exceptional customer service, addressing patient inquiries or concerns in a professional and timely manner.

Front office staff serve as the face of our dental office, creating a welcoming and efficient environment for patients. Your professionalism, attention to detail, and friendly demeanor contribute to a positive patient experience.

Thank you for your dedication to fulfilling these roles, ensuring smooth operations, and creating a positive impression for our patients.

CONDUCT & PRODUCTIVITY

Office Conduct & Patient Confidentiality

Maintaining a professional and respectful environment is crucial when interacting with patients in our orthodontist office. Patient comfort, trust, and satisfaction depend on the conduct and behavior of our staff. Here are the expectations for office conduct around patients:

1. Professional Demeanor:

· Display professionalism at all times when interacting with patients. This includes maintaining a positive attitude, being courteous, and demonstrating empathy and sensitivity towards patients' needs and concerns.

· Dress professionally and adhere to the designated dress code policy, ensuring a neat and clean appearance that inspires confidence in patients.

2. Privacy and Confidentiality:

· Respect patient privacy and maintain confidentiality regarding all patient information, records, and discussions. Relaying any information that is privileged to any person outside of the patient is considered a violation according to HIPPA regulations.

· Only discuss patient-related matters in designated private areas where the conversation cannot be overheard by others.

3. Effective Communication:

· Communicate clearly and respectfully with patients, ensuring they feel heard and understood.

· Use appropriate language and tone, avoiding any disrespectful or offensive remarks.

· Demonstrate active listening skills, allowing patients to express their concerns and questions, and respond appropriately.

4. Patient Comfort and Safety:

· Prioritize patient comfort and safety during all procedures and interactions.

· Create a welcoming and calm environment that helps alleviate any anxiety or fear patients may have.

· Follow established infection control protocols and maintain a clean and hygienic environment to ensure patient safety.

5. Timeliness and Efficiency:

· Respect patients' time by adhering to appointment schedules and minimizing wait times.

· Strive for efficiency in patient care, ensuring procedures and treatments are conducted promptly and accurately.

6. Respect for Diversity:

· Treat all patients with equal respect and dignity, regardless of their race, ethnicity, religion, gender, age, or any other characteristic.

· Demonstrate cultural sensitivity and awareness, recognizing and valuing the diversity of our patient population.

7. Conflict Resolution:

· In the event of a patient concern or complaint, address it promptly and professionally. Listen to the patient's perspective, offer a solution or explanation, and involve the appropriate personnel, such as a supervisor or office manager, if necessary.

8. No Soliciting:

· Solicitation refers to any form of advertising, selling, or promoting goods, services, or personal interests within the workplace.

· Employees are prohibited from engaging in any form of solicitation during work hours or within company premises without prior authorization.

· There shall be NO distributing of promotional materials, soliciting for sales, recruiting employees for external organizations, or requesting donations for personal causes.

· Violations of the policy may result in disciplinary actions, including verbal warnings, written reprimands, or other appropriate consequences as determined by the company.

Adhering to these guidelines fosters a positive and patient-centered atmosphere, enhances patient satisfaction, and contributes to the overall success of our orthodontist office. Your commitment to upholding these standards reflects our dedication to providing exceptional patient care.

Patient Communication

In our orthodontist office, effective communication with patients is crucial to ensure they have a clear understanding of their treatment plans, procedures, and expectations. We strive to provide comprehensive information and maintain open lines of communication. Here are the expectations and guidelines for communicating with patients:

1. Clear and Concise Explanations:

· When discussing treatment options, procedures, or any aspect of orthodontic care, it is important to use clear and easily understandable language.

· Avoid technical jargon or terms that patients may not be familiar with. Instead, provide explanations in a simple and straightforward manner.

· Take the time to answer any questions patients may have, ensuring they have a complete understanding of the information provided.

2. Active Listening:

· Actively listen to patients' concerns, questions, and feedback. Show empathy and patience when addressing their needs and addressing any anxieties they may have.

· Encourage patients to ask questions and provide a safe and supportive environment for them to voice their concerns or seek clarification.

3. Visual Aids and Demonstrations:

· Utilize visual aids such as models, diagrams, or digital illustrations to help patients visualize the treatment process and understand the expected outcomes.

· If appropriate, demonstrate specific techniques or procedures to help patients gain a better understanding of the treatment process.

4. Written Information and Treatment Plans:

· Provide written materials, brochures, or handouts that summarize treatment options, procedures, and post-treatment care instructions.

· Ensure that treatment plans are documented in a clear and concise manner, outlining the steps involved and the expected timeline.

· Review the treatment plan with the patient, ensuring they understand the goals, expectations, and any necessary lifestyle modifications.

5. Follow-up Communication:

· Schedule regular follow-up appointments to discuss treatment progress, address any concerns, and provide updates on the patient's orthodontic journey.

· Maintain open lines of communication, offering additional support or information as needed throughout the treatment process.

6. Cultural Sensitivity and Language Accessibility:

· Be mindful of cultural differences and communication styles when interacting with patients from diverse backgrounds.

· If language barriers exist, consider providing interpretation services or utilizing translation tools to ensure effective communication.

By following these guidelines, we can foster a positive patient experience, promote informed decision-making, and support patients in achieving optimal orthodontic outcomes.

Effective communication plays a vital role in building trust, ensuring patient satisfaction, and maintaining a strong reputation within the orthodontic community.