Know which lab cases need attention
Give the assistant the appointment list and lab log, including case references, promised dates and receipt statuses. Ask for the cases that need a call to the laboratory, with the record behind each one, so reception can resolve them before discussing schedule changes.
When a status is blank, reception can ask the lab for an update. Once a team member has checked it, the dental team can decide what happens to the appointment.
Keep paperwork tied to the right question
An administrative form, an insurance eligibility check and an unsettled claim are separate matters. Comparing the practice's required form list with recorded receipt and signature statuses gives reception a specific missing item to follow up on.
For a US practice using insurance claims, a dated eligibility status identifies cases that still need checking; a claim status and return reason help the billing team see what needs review. Staff can verify coverage and claim outcomes with the appropriate payer.
Give reception a usable next step
Ask the assistant about one case or a small set of cases and provide the relevant records your practice is authorised to use. The answer can distinguish what the records say from what remains uncertain and prepare the question a staff member needs to resolve.
For post-treatment communication, the team supplies the exact instruction approved for that patient. The assistant can prepare an administrative follow-up around that wording; a clinician handles treatment questions and the practice uses its chosen process to contact the patient.
Work you can get help with
Illustrative scenario using sample information.
Check whether lab work has arrived
Compare scheduled visits and promised delivery dates with recorded receipt statuses. Prepare a list for reception and a question for the lab where the record is incomplete.
- What you provide
- Case reference, appointment and promised delivery dates, receipt status and responsible staff member.
- The useful result
- A case-by-case list of confirmed receipts and items needing a status check.
- When the task is complete
- The practice confirms and records receipt of the lab work; a missing or unclear status stays with reception.
- What still needs checking
- Check the lab status before changing the appointment.
Find missing administrative forms
Compare your required form list with received and signed statuses for an appointment. Prepare a request for the specific missing item.
- What you provide
- Appointment reference, practice-approved form list and recorded receipt and signature statuses.
- The useful result
- The forms accounted for and the particular form or signature still missing.
- When the task is complete
- The practice confirms receipt of the required form and signature; missing items remain open with reception.
- What still needs checking
- The practice chooses an approved contact channel and checks questions about signature validity.
Review insurance eligibility checks in the US
For a US insurance workflow, group cases with an unchecked, failed or conflicting eligibility status and show when each was last reviewed.
- What you provide
- Case references, verification statuses, last-check dates and responsible person.
- The useful result
- A dated review list for billing, with unknown status clearly marked.
- When the task is complete
- An authorised staff member records a dated eligibility result; a failed, conflicting or unanswered check remains with billing.
- What still needs checking
- An old or missing check does not establish coverage or reimbursement.
Identify claims that need billing review
Bring together open or returned US insurance claims and the recorded reason for return, where available. Prepare a concise case note for the billing team.
- What you provide
- Claim reference, status, date, recorded return reason and assigned staff member.
- The useful result
- A list distinguishing claims awaiting a response from those needing a correction or explanation.
- When the task is complete
- The billing team confirms the claim outcome or finishes preparing the correction for review. A missing return reason remains open.
- What still needs checking
- A missing return reason stays unknown; the assistant does not resubmit the claim.
Prepare approved post-treatment follow-up
Prepare an administrative check-in using the dentist's exact approved instruction and the follow-up time approved by the practice. Ask whether the patient needs to speak with the practice.
- What you provide
- Visit reference, clinician-approved wording, contact permission and channel, follow-up time and responsible staff member.
- The useful result
- The approved instruction and a draft check-in for staff review, with unanswered or clinical questions identified for the team.
- When the task is complete
- Staff close the administrative follow-up once they confirm that the instruction was provided and the patient clearly says no contact is needed. Questions and unanswered check-ins remain with staff.
- What still needs checking
- The practice handles delivery and responses; do not invent treatment advice or send without an approved channel and a person to receive replies.
Questions you may have
Can it tell us whether a patient is covered?
It can organise the verification status and date you provide. A staff member must check unknown or conflicting information with the appropriate source; a status summary is not a promise of coverage.
Can it write clinical instructions for a patient?
Use the exact wording approved by the treating clinician. The assistant can help prepare an administrative handoff or check-in around that wording, while clinical questions go to the dental team.
What do we need to start with a lab case?
A case reference, the appointment and expected delivery dates, and your most recent receipt status are enough for an initial review. If a date or confirmation is missing, the result should say so.
Can I try this with my practice's records?
The demo uses sample company data. Ask about access and your intended workflow before planning to use your own records.
Sources and further reading
- Receiving Lab Cases
Dentrix Ascend describes pending and received dental lab cases.
- Insurance Claims Overview
Dentrix Ascend describes eligibility checks and insurance claim handling in a US dental workflow.
- Practice Owners U.S: Insurance Rant 2024
A public discussion describes steps in US dental insurance claims.
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