Sample Covid-19 Administrative Team Member Responsibilities

Job Title: COVID-19 Admin Team Member Department Administration
Employee Name: Date Updated:
Hours Required: State COVID-19 hours Status: Employed

During the current COVID-19 shutdown, you may have a team member who was left on the payroll and is working in isolation at your dental practice. This role is a temporary position during the shutdown to help streamline and deliver effective communication. This communication includes: keeping the practice phone lines answered, sending week-by-week updates to your team and patients, and conveying the message that only emergency cases will be seen during this time.

This team member or manager is in charge of the rescheduling patient appointments (one week at a time), as we do not know when we will be back in full operations. It is also imperative that a system and process is in place for screening and signed consent forms. This system is essential for both healthcare providers and patients when visiting the dental practice for emergency care.

It is also a great time to re-set and update patient contact data, purge charts or complete the undone projects in the administrative department that are difficult to get done when there is a full schedule of patient operations.

Below are the top 22 tasks or accomplishments that an administrative role could do to maximize the downtime and continue the screening process for patients, in addition to supporting patient communication.


  1. Create documentation of the steps for employee and patient screening processes for now and in the future.
  2. Screen incoming patient emergencies to determine if they need to attend the office – see COVID-19 Survival Guide Screening Form.
  3. Complete team member screenings for themselves and any other employee who enters the practice using the TCG Sample Patient Consent Form.
  4. Call or contact all patients scheduled for non-urgent care within the shutdown time period and reschedule them to a future date after June 1st, 2020.
  5. Track patients who are not being rescheduled using a special COVID-19 scheduling list.
  6. Catch up on overdue insurance claims and allocation of any bulk payments.
  7. Set up and organize team member connection with a Virtual Meeting Agenda.
  8. Send outbound communications to your patient base via email or text to keep them informed. See our Transition’s Group Sample Patient Letter.
  9. Develop the systems for the necessary infection control precautions that will be needed and order plan for PPE supplies.
  10. Prepare and send out statements of overdue Accounts Receivable. (No collection calls in this crisis).
  11. Learn something new with utilizing online training modules and the vast amount of webinars available.
  12. Catch up on any pre-determinations that are outstanding and schedule a follow up with your patient.
  13. Chart purge old paper charts over 4 years old.
  14. Reach out while patients are at home and collect accurate or new emails and/or phone numbers to text.
  15. Schedule weekly planning calls with your Transitions Coach for support.
  16. Open and sort the mail and post any checks that arrive.
  17. Facility clean up and plan a de-clutter project or any needed painting etc.
  18. Make sure the telephone answering machine/service states the current situation verbal skills and allow messages.
  19. Take time to learn advanced functions of the practice management system and dashboards used in the practice.
  20. Do not stop marketing and be sure to post on your practice’s social media accounts. In addition, add any new information to your website. See marketing tips here.
  21. Make sure that any unused equipment is maintained and water lines are cleared regularly using our Transitions Dental Equipment Maintenance Checklist.
  22. Complete Daily Day End Report as usual.