University of Michigan School of Dentistry
Patient Services Information for Faculty and Staff
http://www.dent.umich.edu/patientservices
The Office of Patient Services is one of the largest units at the School of Dentistry. Our goal is to support the
delivery of quality dental care to patients and ensure clinic operations run smoothly and efficiently. The
divisions within Patient Services include the following, which are described below:
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Information Desks
Patient Admitting & Emergency Services Clinic
Information and Appointment Office
Patient / Student Monitoring
-
Patient Business Office
Central Records
Central Sterilization
Dispensing
Dental Stores
The main office for Patient Services is Room 1301 ((734) 764-1558). Services available in this area include the
following:
 Credentialing
o To find information about licensing and credentialing as a UM dentist or dental hygienist, visit
this link:
 https://intranet.dent.umich.edu/patientservices/Credentials.pdf
 CPR course sign-up and TB testing information
 HIPAA training – Training is required by faculty and staff to be involved with patient care, please see
the link below.
o https://intranet.dent.umich.edu/patientservices/HIPAA_Training.pdf
 Infection control and Injury management
o Learn our best practices for infection and biohazard control plus managing percutaneous
injuries
 https://intranet.dent.umich.edu/patientservices/Clinic_Best_Practices.pdf
 We can provide answers to any questions you might have about the School. Really, our staff in 1301
either knows the answer or can direct you someone who does.
Patient Services Units
The Information Desk team is our reception and registration point for patients. The team greats our patients
and visitors, direct them to their appointment, collect their registration (billing) information, and collect the
payments. The Information Desks on each floor are also the distribution point for wheelchairs.
PAES (Patient Admitting & Emergency Services) Clinic employs staff dentists, dental assistants, and radiology
technicians to evaluate, diagnose and treat emergency patients. The PAES staff also evaluates and assigns
new patients to the various levels of dental providers – predoctoral and graduate students, as well as faculty.
The Information and Appointment Office is often our first point of contact for our patients. The main
telephone number for the School of Dentistry is answered here and calls are triaged appropriately. Patients
also request initial visit appointments, emergency appointments, and are pre-registered by this team.
Patient / Student Monitoring is the team of individuals who work to coordinate the activities of the student
providers with the needs of the patient. As patient ombudsmen, this group of Patient Care Coordinators and
their support staff work closely with faculty and students to ensure good patient management and that
completion of clinical requirements is done in a timely manner.
The Patient Business Office is the financial counseling office for our patients. The staff in this office meet with
the patients and providers to resolve billing questions, assist with insurance information if possible, establish
and monitor financial arrangements/payment plans,
Central Records houses over 60,000 patient charts, pull more than 700 charts per day for providers and other
users, send out more than 700 charts per day for providers and users, and print nearly 200 patient encounter
forms each night. The staff works in two shifts – 7:30 am until 4:30 pm and 2:00 pm to 10:00 pm. They copy
chart notes for insurance queries and also process chart duplication requests for patients and legal entities.
Central Sterilization staff also work two shifts to accommodate the high demand for sterilized instruments and
equipment. This group of technicians also inspects and maintains instruments; they report on quality issues
for the instrument replacement process.
The teams at Dispensing are responsible to sign instruments, supplies and consumables out to the student
providers and to check items back in. They maintain an inventory of clinical product.
Dental Stores staff runs the central warehouse and supply operations for the School and are located in the
basement level. This diverse and skilled team of workers deliver clinical supplies, deliver research/lab orders,
maintain inventory, replenish stock, maintain/repair equipment, order replacements, send/receive lab cases,
sort mail, and ship and receive all goods coming to the School in including overnight deliveries. You also will
visit Stores if you need clinic coats and laundry services.
Other Patient Services’ Activities
Dental Faculty Associates – Need a dentist? Our faculty and staff dental hygienists see patients within and
outside the School. Need more information? http://www.dent.umich.edu/patientservices/dfa
Outreach Program – Our students serve the community through our outreach program. Learn more here:
http://www.dent.umich.edu/outreach