CRS Daily Tasks
Collect and update patient information, including personal details, medical history, and contact information
Patient Registration
Quality of being upright and ethical
Integrity
Avoiding distractions like checking records or devices while the patient speaks. For example, maintaining eye contact and nodding while a patient describes their dental pain.
Full attention
Caries
Tooth decay or cavities
Delays in appointments or long waits for consultations
Wait Times / Waiting time
Monitor and restock office and clinic supplies, including stationery, PPE, and patient care materials needed at the reception
Supply Inventory
What keeps you cool during a frustrating support call?
Patience
Using body language (e.g., leaning slightly forward, open posture) and verbal affirmations (e.g., “I understand,” “That sounds uncomfortable”) to show engagement. This reassures patients, who may feel anxious about dental procedures.
Verbal and Non-verbal cues
OP/Oral Prophylaxis
Dental cleaning
Pain, dissatisfaction with procedures, or fear of dental work
Treatment Discomfort
This is the expected time that the CRS is expected to arrive at the clinic before the shift starts to ensure that there's enough time for grooming and to get ready for the day ahead.
8:45 AM
Take ________for a customer's problem or complaint even if it's not your fault.
Responsibility
Restating or summarizing what the patient says to ensure understanding.
Clarifying and Paraphrasing
Halitosis
Bad Breath
Perceived rudeness, lack of empathy, or miscommunication from clinical staff.
Staff Interactions
These are all turned on to create a welcoming atmosphere for patients and staff.
All the lights and the signage
Sensitivity when delivering unwanted news.
TACT
Acknowledging the patient’s emotions, especially common dental anxieties. A response like, “I can see why that toothache is worrying you,” validates their feelings and builds rapport.
Empathy
Calculus
Hardened plaque, also known as tartar
Unexpected costs, insurance disputes, or unclear payment policies.
Billing Issues
This needs to be reviewed for any important information or notes regarding patient appointments, feedback, or incidents from the previous day.
The DAILY LOGBOOK
Build this with customers by being accurate and delivering service on time.
TRUST
Letting patients finish their thoughts without cutting them off, even during busy clinic schedules, to ensure they feel heard.
Avoiding interruptions
Periodontitis
Advanced gum disease
Dental phobia or past negative experiences amplifying emotional reactions
Anxiety and Fear