Performance Agreement Supplement - Downloadable

The Dental Performance Agreement (for Standard Operating Procedures for All Dentists) is Marsha Freeman�s latest, cutting-edge staff management program. With model agreements for the ten most common staff positions in the dental office, it�s more than just a collection of job descriptions.

Each Performance Agreement also serves as a complete performance review and new employee orientation tool to ease your staff management burden.
 
Marsha also provides detailed, SOPs-format instructions on how to edit, implement, and use the Performance Agreements.
 
As with the rest of the DENTAL SOPs LIBRARY, everything comes in printed form, with all text also on an accompanying computer disk, or it is digitally downloadable as an email attachment, both formats for ultimate customization.
 

 Office Manager
 OSHA and Regulatory Compliance Coordinator
 Registered Dental Hygienist
 Registered Dental Assistant
 Dental Assistant
 General Back Office Assistant
 Patient Account Administrator
 Patient Treatment Coordinator
 Hygiene Treatment Coordinator
 General Front Office Assistant

Want to see an example, part of one of the 10 Performance Agreements?

Let's look at the Patient Treatment Coordinator:

Name:  ______________________________________________________________________

Date of Hire:  _______________   Starting Salary: $_______    per _______

[Doctor/Practice Name] provides all of our clients quality dental care and exceptional, warm, and caring patient/customer service. We believe that each patient deserves the best oral health care available in today�s dental industry.

This PERFORMANCE AGREEMENT outlines how we carry on this tradition and continue to maintain a financially successful and professionally fulfilling dental practice.

Our Standards of Service

1. We seek to develop a partnership with our patients in creating a higher level of health.
2. We are dedicated to maintaining our education and our professionalism at the highest level.
3. We understand that the achievements of our organization are the result of building teamwork with those we serve and among ourselves.
4. We will share information with our patients so they can make educated and comfortable decisions about their oral health care.
5. We believe that only through providing care to others in a value system that is compatible with our own can we achieve harmony in our lives.

In addition to these company-wide standards, as an employee you also have individual standards for your personal area of responsibility, which you will find outlined in the PERFORMANCE STANDARDS attached. How you maintain these standards will determine your future with our practice.

You will find the following forms provided in this PERFORMANCE AGREEMENT package:
 
 Introduction and Acknowledgment
Position Summary
Performance Standards
Position Task Inventory
Overall Evaluation
Performance Plan
 
I have reviewed this position description and understand that I am expected to abide by these standards as outlined.  I understand that I will be evaluated on these standards after the three-month orientation period, as needed throughout the year, and annually at the anniversary date of my employment. I further understand that this agreement does not represent an employment contract; employment with this practice is not for any specified term; employment can be voluntarily or involuntarily terminated �at-will�, with or without cause or notice at any time.  

EMPLOYEE SIGNATURE ____________________________ DATE _______________

MANAGER SIGNATURE_____________________________ DATE ________________
 

NAME:  _________________________________________________________________

JOB CLASSIFICATION:  Non-exempt SUPERVISOR: ________________________

WORK SCHEDULE:  Prior to employment, you will be notified of your actual hours and work schedule. This schedule is subject to change (i.e., daily hours increased or decreased) according to the needs of the practice.

POSITION SUMMARY:  Performs a variety of general reception, secretarial, insurance, and data entry duties while promoting a safe environment of minimal stress.  Answers the telephone, schedules appointments, assists with patient finances, maintains patient records, and coordinates patient flow.

PHYSICAL REQUIREMENTS:  Must be able to meet the physical requirements and demands of an active position, including but not limited to: extended durations of standing, walking, stooping, bending and sitting; manual dexterity; good eye-hand coordination; visual abilities (depth perception,  ocular focus, close vision, color vision, and peripheral vision), and adequate hearing to perform daily work. Must be able to adjust physically and emotionally to a spontaneous, fast-paced and hectic environment.

HAZARDS:  The dental office environment may result in employees being exposed to toxic chemicals, radiation, potentially infectious materials, and increased noise level.

JOB SPECIFICATIONS
dental or business experience
high school graduate
CPR and first aid

COMPETENCIES
exceptional human relations skills
ability to maintain outgoing, friendly attitude with patients and staff even under pressure
ability to work with interruptions and to manage multiple priorities
ability to speak, understand, and write fluent English
knowledge of correct grammar, spelling, and punctuation
knowledge of organizational filing procedures and systems
proficiency in alphabetizing and spelling
ability to write legibly and work with numbers
ability to meet deadlines
ability to work unsupervised
ability to satisfactorily perform essential duties listed in the Position Task Inventory

SKILLS
calculator fax machine
typewriter multiple phone lines
computer verifone for VISA/M/C
copier  postage meter
 
PERFORMANCE STANDARDS
Performance Standards
 
1.  Consistently recognizes the needs and desires of other people (doctor, staff, patients, and business associates).  Treats them with respect and courtesy. Inspires respect and confidence.

______ Rating by Employee

______ Rating by Supervisor
 
2.  Provides a motivational environment by encouraging and supporting individual growth and development as a means to superior teamwork and greater success.

______ Rating by Employee

______ Rating by Supervisor
 
3.  Appropriately uses conflict resolution and problem-solving skills in managing interpersonal conflict, patient complaints, and other discord.

______ Rating by Employee

______ Rating by Supervisor
 
4.  Effectively manages own time and workspace to accomplish individual and practice objectives.

______ Rating by Employee

______ Rating by Supervisor
 
5.  Consistently keeps workspace and department neat and orderly.

______ Rating by Employee

______ Rating by Supervisor
 
6.  Cheerfully and without hesitation assists other departments and performs backup duties as outlined on the Position Task Inventory sheet as needed and requested.

______ Rating by Employee

______ Rating by Supervisor

 
7.  Appropriately and conscientiously uses office supplies.

______ Rating by Employee

______ Rating by Supervisor

8. Consistently maintains professional education in relative areas.

______ Rating by Employee

______ Rating by Supervisor
 
9.  Maintains productive and efficient use of company time, demonstrating good attendance, on-time arrivals, and completed work shifts.

______ Rating by Employee

______ Rating by Supervisor
 
10. Constantly aware of total quality management and recommends improvements when and where needed.

______ Rating by Employee

______ Rating by Supervisor
 
11. Immediately reports any unsafe working conditions.

______ Rating by Employee

______ Rating by Supervisor
 
12. Adheres to office policies outlined in the Employee Handbook regarding code of conduct, attendance, appearance, administrative requests, and confidentiality.

______ Rating by Employee

______ Rating by Supervisor
 
13. Consistently and accurately performs all tasks as outlined in SOPs and the Position Task Inventory sheet. Promptly and thoroughly corrects all errors.

______ Rating by Employee

______ Rating by Supervisor

14. Communicates clearly and tactfully with patients and parents of minor children, following practice philosophy guidelines and verbal as outlined in SOPs for specific circumstances.

______ Rating by Employee

______ Rating by Supervisor

15. Responds promptly to inquiries and requests from the patients, staff, doctor, and referring offices.

______ Rating by Employee

______ Rating by Supervisor
 
16. Accurately maintains patient records and charts to ensure easy retrieval and complete documentation of all patient treatment and transactions.

______ Rating by Employee

______ Rating by Supervisor
 
17. Participates fully in staff development through morning huddles, staff meetings, continuing education courses, and evaluations.

______ Rating by Employee

______ Rating by Supervisor
 
18. Promotes team cohesiveness by interacting with team members using common courtesy, active listening skills, respect, and non-judgmental attitude.

______ Rating by Employee

______ Rating by Supervisor
 
19. Promptly and warmly greets patients as welcomed guests to our office, following office guidelines for efficient check in and transfer to clinical staff.

______ Rating by Employee

______ Rating by Supervisor
 
20. Answers the telephone by the third ring and, using a warm friendly voice, identifies the office and self. Accurately assesses and meets the needs of the caller.  Accurately completes emergency message slips, message memos, and chart documentation.

______ Rating by Employee

______ Rating by Supervisor

21. Schedules all general appointments as outlined in SOPs to ensure a smooth patient flow and that production goals are met.

______ Rating by Employee

______ Rating by Supervisor
 
22. Tactfully and effectively discusses finances with patients, providing written estimates, insurance benefit information, and financial options.  Reaches and documents financial arrangements prior to treatment.

______ Rating by Employee

______ Rating by Supervisor
 
23. Tactfully collects money from patients on the day of the visit, negotiating arrangements as needed, providing a receipt, and completing all necessary documentation and posting.

______ Rating by Employee

______ Rating by Supervisor
 
24. Prepared for the next day by timely and through confirmation of appointments, accurate typing of the schedule, and chart preparation.

______ Rating by Employee

______ Rating by Supervisor

25. Consistently monitors and follows up on no-shows, cancellations, and treatment still needed.

______ Rating by Employee

______ Rating by Supervisor
 
26. Follows office procedure for patient referrals and record transfers to other dental offices. Cheerfully and promptly assists patients in making appointments with specialists.

______ Rating by Employee

______ Rating by Supervisor
 
27. Actively promotes practice by following guidelines for welcome letters and educational handouts.

______ Rating by Employee

______ Rating by Supervisor
 
28. Maintains the clean and uncluttered appearance of the reception and front office area.

______ Rating by Employee

______ Rating by Supervisor

(1) did not achieve expectations
(2) partially achieved expectations
(3) fully achieved expectations
(4) exceeded expectations
 
I have reviewed this position description and understand that I am expected to abide by these standards as outlined.  I understand that I will be evaluated on these standards after the three-month orientation period, as needed throughout the year, and annually at the anniversary date of my employment. I further understand that this agreement does not represent an employment contract; employment with this practice is not for any specified term; employment can be voluntarily or involuntarily terminated �at-will�, with or without cause or notice at any time.

Review completed by: _______________________________________________
Signature/Date

(   ) Supervisor (  ) Administrator (  ) Doctor (  ) Other  _______________

Employee:   _______________________________________________
Signature/Date
Next Review Date:  _____________________

Position:

Doctor = 1
Office Manager = 2
OSHA Coordinator = 3
Registered Dental Hygienist = 4
Registered Dental Assistant = 5
Dental Assistant = 6
General Back Office Assistant = 7
Patient Account Administrator = 8
Patient Treatment Coordinator = 9
Hygiene Treatment Coordinator = 10
General Front Office Assistant = 11
 

Check the rating level that best describes this employee's overall performance since their last review.

(1) Did Not Achieve Expectations as described in the following Performance Statements:
 #�s: ______________________________________________________________________
 Improvement needed in these areas by: _________________   or  _________________
         __________________________________________________________________________
        __________________________________________________________________________

(2) Partially Achieved Expectations as described in the following Performance Statements:
 #�s: ______________________________________________________________________
 Improvement needed in these areas by: _________________   or  _________________
         __________________________________________________________________________
        ____________________________________________________________________

(3) Fully Achieved Expectations as described in the following Performance Statements:
#�s: __________________________________________________________________

(4) Exceeded Expectations as described in the following Performance Statements:
 #�s: _____________________________________________________________________
 

SUPERVISOR COMMENTS

Comment on how the overall evaluation was determined and the effectiveness of the evaluation session.  Clearly document if the employee�s job is in jeopardy and specifically state what she/he must correct, and by when, to keep their job.
   
PERFORMANCE PLAN

Focus on two or three areas that need improvement, particularly those performance factors for which the employee received less than a rating of 3.  Develop a plan with the employee that allows for additional training, feedback, or change in routine that will lead to the employee's success in fully achieving performance expectations.

Date:

Concern:

Action Plan:

By When Result:
 
 

EMPLOYEE COMMENTS
 

The employee may provide comments on the performance review and plan in the space provided below.
 
 
 
 

SIGNATURES

I have reviewed this document, discussed its contents with my supervisor, and had the opportunity to make written comments.  My signature indicates that I have been advised of my performance status and does not necessarily imply that I agree with this evaluation.

Review completed by: _______________________________________________
Signature/Date

(  ) Supervisor (  ) Administrator (  ) Doctor (  ) Other  _______________

Employee:   _______________________________________________
Signature/Date
Next Review Date:  _____________________