PACE Nationally Approved CE Credits
Administration Excellence & Patient Experience
Strengthen back-office systems that keep the clinical day running smoothly
Course Description & Objectives
Administrative excellence is invisible to patients until something breaks. This course covers scheduling architecture, accounts receivable hygiene, inventory controls, and privacy-compliant communication so your team delivers calm, professional experiences at every visit.
Office managers and administrators learn practical SOPs for Canadian dental offices: OHIP/insurance billing nuances for orthodontic records, HST documentation, recall systems, and conflict de-escalation at the front desk.
Key Curriculum Highlights
- Standard operating procedure templates for front desk and billing
- Patient experience audit checklist for walk-through assessments
- Emergency and after-hours phone tree examples
- KPI dashboard fields compatible with common practice management software
Detailed Syllabus & Sessions
Day 1
Scheduling, Flow & Patient Communication
- Template-based scheduling for records, starts, adjustments, and emergency blocks
- Reducing same-day chaos with confirmation policies and waitlist management
- Email, text, and portal messaging that complies with privacy expectations
- Service recovery protocols when appointments run late or labs are delayed
Day 2
Financial Administration & Compliance
- Daily deposit reconciliation, aging accounts, and courteous collections scripts
- HST-ready invoicing, refund documentation, and tuition-style payment tracking
- Vendor management, supply par levels, and sterilization log accountability
- HR basics for small dental teams: onboarding, probation reviews, and documentation
Tuition & Registration
Tuition + 13% HST
Duration2-Day Operations Workshop
FormatIn-Person + SOP Workbook
InstructorSamantha Watkins
EligibilityOffice Managers, Administrators, Practice Owners, Lead Receptionists
*Cancellation refunds issued if received in writing 2 weeks prior to start date. Payment instructions sent upon registration confirmation.
Dr. Ramesh Agrawal
BDS, MDS, NDEB Certified
Registered general dentist with RCDSO offering case-based clinical orthodontic guidance and evidence-informed decision-making.