Dr Lind's General Office Policy Manual

Dr. Lind’s General Office Policy Manual

TABLE OF CONTENTS MISSION STATEMENT ....................................................................................................................................1 WELCOME TO OUR TEAM..............................................................................................................................2 WHY DO WE NEED POLICY?...........................................................................................................................3 EMPLOYEE SUGGESTIONS..............................................................................................................................4 AT WILL EMPLOYMENT..................................................................................................................................4 ACKNOWLEDGMENT OF RECEIPT..................................................................................................................4 EQUAL EMPLOYMENT OPPORTUNITY ...........................................................................................................4 POLICY PROHIBITING HARASSMENT, DISCRIMINATION AND RETALIATION.................................................6 DEFINITION .......................................................................................................................................6 REQUIRED INTERNAL COMPLAINT PROCEDURE ..............................................................................7 WHISTLEBLOWER AND NON-RETALIATION POLICY.......................................................................................9 PAY PERIODS AND PAY CHECKS...................................................................................................................10 PAY TRANSPARENCY STATEMENT ...............................................................................................................10 SEVENTH DAY REST ......................................................................................................................................10 OFFICE HOURS .............................................................................................................................................11 MEAL AND REST PERIODS............................................................................................................................12 TIMEKEEPING ............................................................................................................................................... 13 REPORTING UNPLANNED ABSENCES/TARDINESS .......................................................................................13 PERSONNEL FILE...........................................................................................................................................14 EMPLOYMENT SEPARATION ........................................................................................................................14 COMPUTER USAGE AND SOCIAL MEDIA......................................................................................................15 CELL PHONE USE IN THE OFFICE..................................................................................................................16 POLICY REGARDING SNACKS, LUNCH AND RESTROOM USE .......................................................................16 BENEFITS......................................................................................................................................................17 HOLIDAYS .....................................................................................................................................................18 PAID TIME OFF .............................................................................................................................................18 STATUTORY PAID SICK LEAVE ......................................................................................................................19 DENTAL CARE ...............................................................................................................................................21 LEAVES OF ABSENCE ....................................................................................................................................22 PREGNANCY DISABILITY LEAVE (PDL)/ACCOMMODATION ............................................................22 WORK-RELATED INJURY LEAVE.......................................................................................................23 MEDICAL DISABILITY LEAVES ..........................................................................................................24 i

BEREAVEMENT LEAVE.....................................................................................................................24 MILITARY SERVICE...........................................................................................................................24 JURY DUTY ......................................................................................................................................25 WITNESS DUTY................................................................................................................................25 LEAVE FOR VICTIMS OF DOMESTIC VIOLENCE, SEXUAL ASSAULT, AND STALKING .......................25 CRIME VICTIMS LEAVE ....................................................................................................................25 VOTING TIME ..................................................................................................................................26 LEAVE FOR SCHOOL APPEARANCE .................................................................................................26 VOLUNTEER FIREFIGHTERS, RESERVE POLICE OFFICERS AND EMERGENCY RESCUE PERSONNEL........................................................................................................................26 OTHER LEAVES OF ABSENCE MANDATED BY STATE OR LOCAL LAW .............................................26 GENERAL POLICIES ......................................................................................................................................27 CONFIDENTIALITY ........................................................................................................................................27 SAFETY ........................................................................................................................................................27 DRUG-FREE WORKPLACE/SUBSTANCE ABUSE POLICY................................................................................28 USE OF THE DENTAL OFFICE’S PROPERTY AND INSPECTIONS.....................................................................29 VIOLENCE-FREE WORKPLACE ......................................................................................................................29 ATTENDANCE AND PUNCTUALITY ...............................................................................................................30 DISCIPLINE AND STANDARDS OF CONDUCT................................................................................................30 OFFICE DRESS CODE AND UNIFORMS .........................................................................................................32 GUIDELINES FOR NEEDLE STICKS, PUNCTURES OR ANY OFFICE INJURIES ..................................................33 PROFESSIONAL STANDARDS REQUIRED OF ALL EMPLOYEES......................................................................34 HIPAA REQUIREMENTS FOR OFFICE STAFF .................................................................................................35 CONTINUING EDUCATION ...........................................................................................................................36 STAFF MEETINGS .........................................................................................................................................36 EMPLOYEE REVIEWS ....................................................................................................................................37 OFFICE EMERGENCIES..................................................................................................................................37 JOB DUTIES AND RESPONSIBILITIES ...........................................................................................................38 ANSWERING THE PHONE PROTOCOL ..........................................................................................................38 FRONT DESK DAILY DUTIES ..........................................................................................................................38 CHECKING OUT PATIENTS...............................................................................................................43 END OF DAY REPORTS.....................................................................................................................43 NEW PATIENTS WITH INSURANCE OR WITHOUT INSURANCE.......................................................44 ii

WEEKLY REPORTS ...........................................................................................................................46 PATIENT’S OFFICE JOURNAL ...........................................................................................................47 CONTINUING CARE REPORT ...........................................................................................................47 CONTINUING CARE POSTCARDS .....................................................................................................47 CONTINUING CARE WITHOUT APPOINTMENTS .............................................................................47 CONTINUING CARE WITH APPOINTMENTS ....................................................................................48 HOW TO E-MAIL AN X-RAY .............................................................................................................48 CHARTING PAYROLL HOURS ...........................................................................................................48 ASSISTANT DUTIES .......................................................................................................................................49 GREETING THE PATIENT..................................................................................................................49 ASSISTANT DAILY DUTIES................................................................................................................50 END OF DAY DUTIES........................................................................................................................51 WEEKLY ASSISTANT DUTIES............................................................................................................52 ASSISTANT MONTHLY DUTIES ........................................................................................................53 HYGIENE DUTIES ..........................................................................................................................................53 EIGHT RULES FOR A SUCCESSFUL HYGIENE VISIT...........................................................................55 PHONE SCRIPT FOR THE FRONT ANSWERING MACHINE ............................................................................56 MESSAGE WHEN DR. LIND IS GOING OUT OF TOWN AND ANOTHER DOCTOR WILL BE COVERING FOR HIM..........................................................................................................................................56 HEPATITIS B VACCINE ..................................................................................................................................57 EMPLOYEE ACKNOWLEDGEMENT FORM ....................................................................................................58 iii

MISSION STATEMENT Our mission is to be known as the best dental practice in this community. We strive to provide excellent results, and to be the most friendly, efficient staff and doctor in the state. We are dedicated to helping each patient attain their maximum potential for good oral health. Through this commitment, we will sustain a prosperous and viable practice. Our purpose is to operate at full capacity with unparalleled quality and patient service. 1

WELCOME TO OUR TEAM Welcome to our dental office. We are dedicated to providing quality care in every aspect of service to our patients from our fist greeting to the delivery of our excellent dental care. At our dental office we understand the value of dedicated and loyal employees who enjoy their jobs and work with confidence. We expect our employees to always perform at their highest level. To support this endeavor we are committed to providing clear, detailed policies and procedures for job function, general rules and office guidelines. This includes explicit policies and procedures for specific positions within the office. We believe in open communication. If you need clarification about anything please see our office manager or doctor right away. You are an important part of our team now. We are happy to welcome you and hope you enjoy working with us providing great service to our great patients. 2

WHY DO WE NEED POLICY? Can you imagine baseball without any rules or during rush hour traffic with no laws or guidelines governing what to do when the lights turn green, yellow, or red? The obvious result would be confusion and chaos. This logic applies to every organization. If there are no guidelines and rules for employees to follow they will not know what is expected of them and frustration, confusion and unnecessary disagreements can ensue. For these reasons and many more it is vital we have a General Office Policy Manual. In addition to achieving our goal of improving our patients’ dental health, we want to maintain a comfortable and positive environment. This can only happen if everyone knows the specific expectations required of them as employees. The following policies will govern time off, uniforms, cell phone usage, where it is appropriate to eat lunches or snacks, etc. The policies provided in this manual are not intended to create a contract (either express or implied), nor are they to be construed to constitute contractual obligations of any kind or a contract of employment. The provisions of the manual have been developed at the discretion of management and, except for the policy of employment-at-will, may be added to, rescinded, terminated, amended, modified, or canceled at any time, at the Doctor’s sole discretion. This manual supersedes and replaces all existing and any previously issued policies, handbooks, statements about policies and prior practices. The office’s policies, procedures, practices and benefit programs have been designed and are expressly intended to be in full and complete compliance with applicable local, state and federal law. If you have any concerns with a policy or circumstance not expressly addressed by this manual see the Doctor for immediate clarification. 3

EMPLOYEE SUGGESTIONS If you have any suggestions as to how we may better serve our patients, or if you know a more efficient way to conduct our business, please let the Doctor or Office Manager know. To ensure that our office runs smoothly, efficiently and in a team-oriented manner, all policy changes and additions require written approval from the Doctor. We definitely appreciate your ideas, enthusiasm and input. So feel free to suggest anything you think will help. AT WILL EMPLOYMENT Employment with Dr. Lind’s Dental Office (the “Dental Office”) is at will, which means that your employment is not for a specified term and may be ended by you or the Dental Office at any time, with or without cause or advance notice. The at will nature of your employment cannot be changed except in a writing that expressly changes at-will employment and is signed by the Doctor and you. ACKNOWLEDGMENT OF RECEIPT On the last page of this manual is an acknowledgment form you must sign and return to the Doctor. EQUAL EMPLOYMENT OPPORTUNITY In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications and abilities. The Dental Office prohibits discrimination against employees or applicants on the basis of age, race, color, religion, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, legally- protected medical condition, military or veteran status, marital status, sexual orientation, genetic information, or any other characteristic protected by local, state or federal law. The Dental Office also prohibits discrimination based on the 4

perception that an employee or applicant has any of those characteristics, or is associated with a person who has or is perceived to have any of those characteristics. This policy applies to all areas of employment, including, but not limited to, recruitment, hiring, training, promotion, compensation, benefits and transfer opportunities. It is the responsibility of every employee to conscientiously follow this policy. Any employees with questions or concerns about any type of discrimination in the workplace must immediately bring their concerns to the attention of their supervisor, the Office Manager or the Doctor. The Dental Office prohibits retaliation against an employee who makes a good faith complaint of discrimination or who participates in an investigation. This means that employees can raise concerns and make reports without fear of reprisal. Anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action, up to and including separation from employment. Qualified individuals with disabilities will be given equal employment and advancement opportunities in relation to his/her capabilities. Reasonable accommodations will be made for qualified individuals who are employees or applicants with known physical or mental disabilities unless doing so would result in an undue hardship. This policy governs all aspects of employment, including interviews, selection, job assignment, compensation, discipline, separation from employment, and access to benefits and training. Any employee who requires an accommodation to perform the essential functions of his or her job should contact his/her supervisor, the Office Manager or the Doctor and request such an accommodation. The employee should specify in what way he or she is limited in his or her ability to perform his or her job and what accommodation(s) he or she believes is needed. The Dental Office will engage in an interactive process, review the situation with the employee and identify possible accommodations, if any, that will enable the employee to perform the essential functions of his/her job. If a reasonable accommodation can be identified that will not impose an undue hardship, the Dental Office will make the accommodation. If there is more than 5

one possible accommodation, the Dental Office will decide which one will be provided. POLICY PROHIBITING HARASSMENT, DISCRIMINATION AND RETALIATION The Dental Office is committed to providing a workplace free of sexual harassment as well as harassment based on gender, pregnancy (childbirth, breastfeeding and related medical conditions), sex, race, color, religion, national origin, ancestry, age, physical disability, mental disability, legally protected medical condition, marital status, sexual orientation, gender identity, gender expression, military or veteran status, or any other characteristic protected by local, state or federal law. The Dental Office also prohibits harassment based on the perception that a person has any of the above protected characteristics, or is associated with a person who has or is perceived as having any of the above protected characteristics. This policy applies to all applicants for employment, employees (including supervisors and coworkers) and other third parties with whom the Dental Office or its employees have a business, service or professional relationship (such as patients, vendors and independent contractors). DEFINITION Harassment prohibited by this policy includes, but is not limited to verbal, physical, and/or visual conduct that creates an intimidating, offensive, or hostile working environment or that interferes with work performance. Such conduct may constitute unlawful harassment when: 1. Submission to the conduct is made either an explicit or an implicit condition of employment; 2. Submission to or rejection of the conduct is used as the basis for an employment decision; and/or 3. The harassment is severe or pervasive and unreasonably interferes with an employee’s work performance or creates an intimidating, hostile, or offensive work environment. 6

Examples of prohibited harassment include, but are not limited to, any of the following when based on a protected characteristic: making comments, slurs, innuendos or jokes; the display of cartoons, posters, or other materials; distributing pictures or words in written, pictorial or electronic form; touching, or other unwanted attention; threats, intimidation, or other abusive behavior. Sexual harassment deserves particular mention. Unwelcome sexual advances, requests for sexual favors, and other physical, verbal, or visual conduct based on sex are not allowed. This includes such things as sexual innuendoes, suggestive comments, sexually oriented teasing or practical jokes, display of sexually suggestive pictures or other materials, suggestive or insulting sounds, looks, or gestures, and any unwanted physical contact. Obviously, more severe forms of harassment, such as sexual assault, are also prohibited. REQUIRED INTERNAL COMPLAINT PROCEDURE All employees are responsible for helping to ensure that the work environment is free from prohibited harassment, discrimination and retaliation. Employees who hear, observe or are subject to offensive and/or inappropriate conduct are encouraged to immediately inform the offending party that the conduct is unwelcome and to stop the behavior. Employees or contract workers who feel that they have been harassed, discriminated against, or retaliated against, or who witness any harassment, discrimination, or retaliation by an employee, contract worker, intern, patient, vendor or anyone else who does business with the Dental Office, must immediately report such conduct to their supervisor, the Office Manager or the Doctor. There is emphasis that an employee is not required to complain first to his or her supervisor especially if that supervisor is the individual who is believed to be harassing the employee. When a supervisor or member of management becomes aware that harassment, discrimination or retaliation might exist, they must report any such complaint of misconduct to the Doctor so the Dental Office can try to resolve the matter and address it internally in accordance with this policy. All complaints of harassment, discrimination and/or retaliation that are reported to the Office Manager or the Doctor will be treated with as much confidentiality as possible, consistent with the need to conduct an investigation. All complaints of harassment, discrimination and/or retaliation that are reported to management will receive a timely response and closure. In response to every 7

complaint, the Dental Office will conduct a prompt, impartial, fair and thorough investigation. The manner of the investigation is at the sole discretion of the Dental Office. The investigation will be conducted by qualified personnel and will be kept as confidential as possible, information will be shared only on a need-to- know basis. The investigation will provide all parties due process and reach reasonable conclusions based on the evidence collected. All complaints and investigations will be documented and monitored to ensure reasonable progress. The Dental Office will not tolerate any form of retaliation against any employee for engaging in protected activity, such as making a good faith complaint of harassment or discrimination, or for cooperating in an investigation. Individuals who believe they have been subjected to retaliation must immediately report the matter to their supervisor, Officer Manager or the Doctor. All complaints of retaliation will be investigated in the manner described above. The Dental Office will take disciplinary action up to and including the immediate termination of any employee who retaliates against another employee for engaging in any protected activities. If, after conducting an investigation, a violation of this policy or other inappropriate conduct is established, the Dental Office will take appropriate corrective action to stop any prohibited harassment, discrimination or retaliation and to prevent such conduct in the future. Corrective action may include without limitation, training, counseling, discipline, up to and including termination, and other personnel action. In addition to following the required internal complaint procedure, employees should also be aware that the federal Equal Employment Opportunity Commission (EEOC) and the California Department of Fair Employment and Housing (DFEH) investigate and prosecute complaints of unlawful harassment in employment. Employees may contact the nearest EEOC or DFEH office by checking the government listings in the local telephone directory. Please contact the Office Manager or the Doctor if you have any questions about this policy or require further information on the subject of sexual or other harassment, discrimination or retaliation. 8

WHISTLEBLOWER AND NON-RETALIATION POLICY The Dental Office does not wish to prevent employees from reporting legitimate violations of local, state or federal law. Likewise, the Dental Office does not tolerate retaliation against any employee who has reasonable cause to believe that a local, state, or federal law has been violated. Accordingly, the Dental Office, or any person acting on behalf of the Dental Office, will not: 1. Prevent any employee from disclosing information to a government or law enforcement agency or to another employee who has authority to investigate, discover or correct violations or noncompliance; or prevent any employee from providing information to, or testifying before, any public body conducting an investigation, hearing or inquiry if the employee has reasonable cause to believe that the information discloses a violation of a state or federal statute, or a violation of or noncompliance with a local, state, or federal rule or regulation; 2. Retaliate against any employee for disclosing or providing such information; or 3. Retaliate against any employee for refusing to participate in any activity that would result in a violation of state or federal statute or a violation of or noncompliance with a local, state or federal rule or regulation. Any employee, who reasonably believes or suspects that a violation of a local, state, or federal law or regulation has occurred, should immediately report the violation to a supervisor. the Office Manager or the Doctor. Any good faith report, concern or complaint is fully protected by this policy. Any employee who makes an allegation of unlawful conduct without reasonable cause or in bad faith may be subject to disciplinary action, including termination. 9

PAY PERIODS AND PAY CHECKS The workweek is defined as the seven days commencing on Monday at 12:00 a.m. and ending the following Sunday at 11:59 p.m. Pay Periods are from the first of the month to the 15th and from the 15th through the end of the month. Paychecks will be available on the 20th and the 5th of each month. Any employee may elect to have direct deposit. If they elect not to have this, then the paycheck will be available to be picked up at the office or upon request the check can be mailed by Dr. Lind to the employee. If applicable, discretionary bonuses will generally be paid on the 20th of any given month. PAY TRANSPARENCY STATEMENT The Dental Office will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless authorized by the Doctor, who will authorize the release of information as required by law. SEVENTH DAY REST Employees are statutorily entitled to a day’s rest within the workweek subject to exceptions permitted by applicable law. While the workweek is defined as the 7- day period that begins at 12 a.m. Monday and ends at 11:59 p.m. the following Sunday, the Dental Office does not expect any of its employees to work 7 days within a workweek. Under no circumstances will an employee be required or encouraged to work 7 days within a workweek. If for any reason you believe you are being required or encouraged to work 7 days within a workweek, notify the Office Manager or the Doctor immediately. 10

OFFICE HOURS We work four ten hour days. Our staff voted on this many years ago, and we are registered with the State of California for this alternate work week. What this means to you is that if you work more than ten hours in a day, you are typically paid overtime (approved makeup time excluded), which is generally considered time and a half for any hours more than ten that you work. If you work any more days than four, then that is also typically paid at the overtime rate of time and one half. For example, when full time employees work the regular Monday through Thursday schedule and work Saturdays, Saturday is typically paid at time and one half. Our typical work week schedule (which includes a meal period) is as follows for full time employees. Full time employees are expected to arrive and work the hours noted below except for scheduled rest/meal periods mid-shift and other modifications communicated by Dr. Lind for any given day. There is a grace period of ten minutes. Monday 7:30 -- 5:30 Tuesday 7:00 -- 4:00 Wednesday 7:00 -- 5:00 Thursday 7:00 -- 5:00 In addition to the above normal schedule, Friday and Saturday Hours when worked are: Friday 8:00 -- 2:00 Saturday 7:30 -- 3:00 We only work Fridays when the Dental Office recognizes a holiday and is closed on a day during the week. Those can be Memorial Day, Fourth of July, Labor Day, Christmas, or New Year’s Day, which fall on a normal work day. 11

Typically we work one Saturday a month, which is usually the third Saturday of the month. In December we work two Saturdays, which are the first and third Saturdays of the month. If an employee misses a day of work during the week when we are working a Saturday, then they are typically not eligible for time and a half pay on the Saturday. You must work your four days of regular work before you are eligible for overtime on the fifth day. MEAL AND REST PERIODS Non-exempt employees are required to take duty-free breaks and meal periods in accordance with applicable law. During a normal workday non-exempt employees must take two ten-minute rest periods (one every four hours). Employees may typically take two fifteen minute breaks. Authorized rest period time shall be counted as hours worked and will be paid. Non-exempt employees must also take at least a 30-minute meal period before the start of their fifth hour of work subject to exceptions permitted by applicable law. Meal periods are unpaid and must be “off-duty” meaning that employees must not perform any work and must be free to leave the office. Employees must clock out at the beginning of their meal period and clock in at the end of their meal period. Meal and rest periods shall be scheduled by the Doctor. If for any reason an employee is not provided a meal period or rest period, or if he or she is in any way discouraged or impeded from taking a meal or rest period, the employee must notify the Office Manager or the Doctor immediately or as soon as possible the same day. Likewise, if an employee’s meal period is cut short (so that the meal period is less than 30 minutes) due to an emergency, the employee must report it to the Office Manager or the Doctor immediately or as soon as possible the same day. 12

Employees who work more than 10 hours in a day will be provided a second, unpaid meal period. TIMEKEEPING Accurately recording time worked is the responsibility of every non-exempt employee so that the Dental Office may keep an accurate record of time worked to calculate employee pay and benefits. Time worked is all the time actually spent on the job performing assigned duties or preparing to perform assigned duties. Employees must accurately record the time they begin and end their work, as well as the beginning and ending time of each meal period taken. They must also record the beginning and ending time of any split shift or departure from work for personal reasons. Overtime work must always be approved before it is performed. Altering, falsifying, tampering with time records, recording time on another employee’s time record, or working overtime without authorization may result in disciplinary action, up to and including separation from employment. REPORTING UNPLANNED ABSENCES/TARDINESS Employees are expected to be at work on time and work all hours scheduled. The cooperation and consideration of all employees is required in order for our office to maintain a level of efficiency and quality service for our patients. This is especially true with regard to absences and tardiness. If you cannot attend work or are going to be late for any reason (sickness, personal issues, etc.) please call Dr. Lind on his cell number (619-851-1578) and advise him of the general reason you are not able to work your regularly scheduled hours. When possible, you should provide as much advance notice as practicable, and call in before the day schedule begins. You can call him any time after 5:30 a.m. Please do not call in the middle of the night. There is nothing that can be accomplished at that time. It is not acceptable to just text Dr. Lind or 13

expect another employee to communicate the information. A phone call to Dr. Lind is mandatory. If you are absent and you know for sure you will not be able to come in the following day, please call Dr. Lind no later than 4:00 p.m. on the first day you are absent, so we can prepare accordingly. If you are gone more than three consecutive days, please present a note from your healthcare provider stating your inability to work, and how long you will not be able to work. PERSONNEL FILE Your personnel file and/or payroll records are available for inspection and/or copying at reasonable times and intervals, including after the employment relationship has terminated, in accordance with applicable law. Any request to inspect or copy your personnel and/or payroll records must be made in writing to the Doctor. A written form that may be used for this purpose is available upon request. The Dental Office will comply with all such requests in the time permitted by law. EMPLOYMENT SEPARATION Pursuant to the Dental Office’s policy of at will employment, either you or the Dental Office may terminate the employment relationship at any time with or without cause, and with or without prior notice. Resignation: Employees are requested to provide a minimum of two weeks’ written notice of their intent to resign. The Dental Office appreciates as much advance notice as practicable, especially for the Office Manager position in order to prepare for the transition. An exit interview may be requested. Termination: Employees who are terminated are to be treated fairly and according to state and federal guidelines. They will be paid for their wages accrued through the day of termination, including unused accrued Paid Time Off 14

in accordance with applicable law. Discretionary bonuses are not considered accrued wages and will not be paid upon separation of employment. Return of Property: Any Dental Office property issued to employees, such as keys, parking cards and lab coats, must be returned to the Doctor at the time of employment separation. Upon separation of employment, employees are to remove their personal possessions from the Dental Office property. Exit Interview: If possible an exit interview will be conducted. This interview will typically include a review of incomplete matters, the return of property (keys, parking passes, etc.) that belongs to the practice, the delivery of the final paycheck or the date it will be available and other information that may be helpful to the respective parties. COMPUTER USAGE AND SOCIAL MEDIA Office computers are not to be used for any personal use. This includes lunch time. Office computers are to be used for office business only. If you want to use your cell phone for social media, you may use it on your breaks and during lunch in the break room or outside the office. This is not allowed in the front office area or the operatory areas. 1. Do not use the office computer to check on your Facebook account 2. Do not check the weather on the office computer 3. Do not check on local or national news on the office computer 4. Do not check stocks or your personal e-mail on the office computer 5. Do not check Instagram or Snap Chat accounts on the office computer In other words, do not use the office computer for anything but office business. It is not appropriate to look up items of interest for patients. We have office Wi-Fi available for patients’ use. We are here to help them with their dental needs, find times in our schedule and theirs to make appointments, and to help them maximize their dental benefits. Our focus during office hours is the patient and not current events or our personal lives. 15

It is inappropriate to search social media during your work hours for current events and then go around the office telling everyone what is happening in the local or national news. Our focus should be the comfort and quality of the work we are delivering to our patients. News bulletins can be a distraction to both the staff and the patient. Employees acting in violation of this policy are subject to disciplinary action, including without limitation, suspension or termination. CELL PHONE USE IN THE OFFICE Personal cell phones are not to be used at the front desk or in the operatory by any staff members. They may be used on breaks or at lunch in the break room. We are here to help our patients and each other. We are not here to spend time reading text messages, sending text messages or spending time looking up things on our cell phones during office hours. Please limit your cell phone time to break and lunch times and only in the break room or outside the office. At no time is anyone to share personal photo’s on their cell phone with any patients. There may be limited exceptions to this policy to the extent approved by the Doctor in special circumstances such as a sick minor child. In this situation, the employee may be approved to carry their cell phone in their pocket on vibrate in case the school calls about the sick minor child. Any exception to this rule must be approved by the Doctor in advance. If a staff member is using their cell phone at the front desk or in the back office, or otherwise violates this policy, the employee will be subject to disciplinary action, including without limitation, removal of the phone until the end of the work period(s) at which time it will be given back to the staff member. POLICY REGARDING SNACKS, LUNCH AND RESTROOM USE During the day we all need to have snacks, lunch and fluids to drink. That is very important to maintain our energy during the work day. 16

At the front desk: It is appropriate to have water or a container of liquid. It is not appropriate to have a can of soda or any other can of any other drink. It looks unprofessional to have cans of soda or anything else out on the counter. In the back office: If the hygienist needs to have a bottle of water, then it needs to be kept on the cabinet above the instruments and out of sight of the patients. At no time is it to be placed on any counter where the patient would see it. At no time is any snack to be out at the front desk or dental operatory. Snacks and lunch are to be eaten during your rest and meal breaks in the break room or away from the front office and other work areas. If you are the front desk manager, and need to step away from the front desk for other than a scheduled break, then you need to take the phone with you in case it rings. We are a small office, and we need to be available to our patients when they call. If you need to use the restroom, or get the daily mail, you need to let the rest of the staff know, and we will answer the phone in your absence. Any employee who violates this policy is subject to disciplinary action. It is critical that we appear professional to our patients as well to vendors and others who visit the office. When using the microwave, sink, dishes, silver wear or counter, please leave it in a clean condition. Don’t expect someone to do your dishes or clean up a mess made by your food exploding in the microwave. It is only respectful to leave everything in the condition you found it. BENEFITS After a new regular full-time employee is hired, there is a 90 day waiting period (introductory period) before the employee may be eligible for benefits such as paid holidays, health insurance benefits if the employee elects to purchase it, and discretionary bonuses. (Discretionary bonuses are determined individually at the Dental Office’s sole discretion and may be based on attendance, attitude, cooperation, efficiency, initiative, knowledge, performance, salary, length of service, and any other factors the Doctor deems appropriate.) 17

HOLIDAYS The Dental Office recognizes and is closed for the following holidays. New Year’s Day Memorial Day Fourth of July Labor Day Thanksgiving Christmas If a holiday occurs during the weekend, the holiday will be recognized on the following Monday. Regular full time employees who have passed the 90 day introductory period are eligible to be paid for the above holidays. After one year’s service, regular part- time employees working at least 20 hours per week will be eligible to receive holiday pay on a pro-rated basis. If an employee misses the day before or after a holiday, they are not eligible to be paid for the holiday unless the time off has been pre-approved or is otherwise protected by applicable law. PAID TIME OFF Paid time off (PTO) can be used for sick days, days needed to visit the doctor, to take care of a family member, a personal day, or for personal holiday. Paid time off - for the first two years - During the first two years of employment the regular full time employee is eligible for one week of paid time off per year. This is a benefit of 40 hours of PTO. It accrues at the rate of 3.33 hours per month. Regular part-time employees working at least 20 hours per week will earn a pro-rated amount of paid time off after one year’s service. The employee may take this time as it is accrued. This accrual starts on the first day of work for regular full-time employees, and there is no waiting period on this. 18

Paid time off - after two years of employment - After the first two years of employment, regular employees will accrue two weeks paid time off per year. This accrues at the rate of 6.6 hours per month for full-time employees (pro-rated for part-time employees). As this is a small office and we have a small staff, employees are encouraged to try to take vacation at the same time as Dr. Lind. One week must be taken when Dr. Lind is gone, and the other can be at the employee’s discretion. Dr. Lind usually has his time off planned at least six months to a year in advance, so there is adequate advanced notice. Eligible employees will continue to earn paid time off according to the above schedule until the employee has accrued 80 hours. At that time, no further paid time off will be accrued until the employee has used some portion, thereby reducing the total amount of accrued paid time off below the permitted maximum. Advance notice is needed to secure time off for vacation purposes as this is a small office with only a few employees. We need to secure coverage for the employee who is going to take paid time off. Employees must provide reasonable advance notice of the need to use PTO if foreseeable; otherwise employees must provide notice as soon as practicable. PTO will not be earned during unpaid leaves of absence. PTO is not considered hours worked for purposes of calculating overtime. If Dr. Lind is gone, and the front desk person is not taking time off, then Dr. Lind allows 32 hours of work for the person who is manning the front desk in his absence. The Dental assistant is free to work as a temp at another office or take paid time off while Dr. Lind is gone. Unused accrued PTO will be paid upon termination of employment. STATUTORY PAID SICK LEAVE The Dental Office provides paid sick leave to all employees who are not otherwise eligible for the statutorily required leave under the above Paid Time Off policy in accordance with the Healthy Workplaces, Healthy Families Act, and applicable 19

local law. All employees who are ineligible for PTO (temporary and certain part- time employees) will accrue statutory paid sick leave at a rate of 1 hour of sick leave for every 30 hours worked. Exempt employees will accrue sick leave based on 40 hours per week (unless the employee’s normal workweek is less than 40 hours). While employees begin accruing sick leave on their first day of employment, employees cannot use any accrued sick leave until they have been employed by the Dental Office for at least 90 days. Employees may accrue and carry a maximum of 80 hours of paid sick time. Employees will not accrue additional sick time until some sick time is used to bring the employee’s total below the maximum accrual. Employees may use up to 40 hours of paid sick leave per year. Employees may not incur negative balances, only sick leave that has been accrued can be used. Employees must use paid sick time in increments of no less than two hours. Leave under this policy may be used under the following circumstances: (1) For times when an employee is physically or mentally unable to perform his or her duties due to illness, injury or a medical condition of the employee: (2) For the diagnosis, care, or treatment of an existing health condition of, or preventive care for, an employee; (3) For other medical reasons of the employee, including pregnancy; (4) For an employee to provide care or assistance to a family member with an illness, injury or medical condition, including assistance in obtaining diagnosis, care, or treatment of an existing health condition of, or preventive care for, an employee’s family member; (5) For an employee to attempt to obtain for herself/himself or a family member relief from domestic violence, sexual assault, or stalking, including without limitation, medical attention, services from a victim services organization, counseling, relocation or legal services; (6) Other permitted use under applicable law, including Public Health Emergency closures. “Family member” for purposes of this policy includes spouses, registered domestic partners, children (regardless of age and including step-children, 20

adopted/foster children and legal wards), parents (including step-parents, adoptive/foster parents, parents-in-law and legal guardians), grandparents, grandchildren, and siblings. Employees must provide reasonable advance notice of the need to use statutory paid sick leave if foreseeable; otherwise, employees must provide notice as soon as practicable. To the extent allowed by law, the Dental Office will require employees to use available statutory paid sick leave during otherwise unpaid leaves of absence. Unused time under this policy is not paid out at the time of separation from employment. Employees who are re-employed with the Dental Office within a year of separation will have their accrued unused time off under this policy as of their original termination date reinstated. The Dental Office will not retaliate against an employee for requesting or using paid sick leave, filing a complaint with the Labor Commissioner, alleging retaliation, or cooperating in an investigation of an alleged violation. DENTAL CARE Full time employees will receive minimum cost dental care after six months employment. All work will be done at no-cost to the employee except lab fees, which the employee will pay. If the employee has insurance through their spouse, and this covers the lab fee, then there will be no fee. Members of their immediate family will be treated at 50% of the normal rate unless lab fees are involved, and in this case the family member will pay the lab fee plus the 50% normal fee. If the employee has a minor child, then the child receives all dental treatment at no charge until the age of 21 unless a lab fee is involved, and in that case the parent is responsible for the lab fee. All payment for treatment is due at the time of service. Lab fees will be paid when the case is delivered. Courtesy is forfeited with non-payment. Employees are to receive dental care during non-patient time or at the Doctor’s discretion. 21

Employees will check out with the time clock on the computer before beginning treatment. This includes hygiene visits. LEAVES OF ABSENCE PREGNANCY DISABILITY LEAVE (PDL)/ACCOMMODATION To the extent the Dental office is a “covered” employer under California law, employees who are disabled on account of pregnancy, childbirth, or related medical conditions may be entitled to an unpaid leave of absence for the period of disability, for up to a maximum of four months. All time off needed for prenatal care, severe morning sickness, doctor-ordered bed rest, childbirth and recovery from childbirth will be counted against your pregnancy disability leave entitlement to the fullest extent permitted by law. If her health care provider certifies that it is medically advisable, a pregnant employee may also request a reasonable accommodation or transfer to a less strenuous or hazardous position or duties. Any employee who plans to take a pregnancy disability leave must provide the Dental Office with notice of the date the leave is expected to commence and the estimated duration of such leave. Such notice should be given at least thirty (30) days in advance of the expected commencement date, if foreseeable, or as soon as the need for leave is known. The request for leave must be supported by a medical certification of disability. Failure to provide the required medical certification in a timely manner may result in delay or denial of leave. Before returning, the employee must provide a medical certification that she is able to return to work. PDL does not need to be taken all at once but can be taken on an as-needed basis as required by your health care provider, including intermittent leave or a reduced work schedule, all of which counts against your maximum PDL entitlement to leave. Group health coverage may continue during your PDL at the level and under the conditions that coverage would have been provided if you had continued to work continuously for the duration of your leave. This means that an employee may continue her group health care insurance while on pregnancy leave, as long as she timely makes benefit payments for her portion of 22

the premium. In some instances, the Dental Office may recover premiums it paid to maintain health coverage if the employee does not return to work following pregnancy disability leave. Information regarding continuation of benefits during pregnancy disability leave is available from the Doctor. An employee is required to use accrued sick pay and may choose to use accrued PTO during leave. Otherwise, the time off is without pay. No PTO or sick pay is earned during the leave. Employees are expected to return to work as soon as the approved leave ends or they are released to return to work by a healthcare provider, whichever is earlier. Employees who notify the Dental Office that they are ready to return to work immediately following the expiration of an approved pregnancy leave will be returned to their former position or a comparable position, in accordance with the law. Employees in California who wish to request a pregnancy disability leave, transfer or reasonable accommodation, or who require further information, including the effect of such leave on benefits, should contact the Office Manager or the Doctor. In addition, lactation accommodation is also available. Upon request, employees who require lactation accommodation will be provided a reasonable amount of break time for that purpose. The break time will, to the extent possible, run concurrently with any paid break time already provided, and to the extent additional time is needed, the time will be unpaid. To ensure privacy, employees should make arrangements for these breaks with the Doctor. WORK-RELATED INJURY LEAVE In case of work-related injuries, employees are entitled to receive leave and benefits in accordance with applicable law. An employee who suffers an injury while on the job must report it immediately to his/her immediate supervisor or the Doctor. Employees must also provide the Dental Office with a signed written notice of the injury or illness within 30 days of the injury. This notice may be in the form of the employee’s workers’ compensation claim form. 23

MEDICAL DISABILITY LEAVES For medical circumstances not otherwise addressed in this manual, an employee may be granted medical leave if necessary to reasonably accommodate a qualified disability in accordance with applicable law. When leave is due to your illness or injury, you must provide a certification from your health care provider stating that due to illness or injury, you are unable to work. Before returning to work, you must provide a health care provider’s certification that you are able to return to work, which must include specific restrictions, if any, that affect your ability to return to work, and the anticipated duration of such restriction. The duration of the medical disability leave will be dependent on the medical certification and applicable law. BEREAVEMENT LEAVE If you have a family member or a family pet who dies, please advise the Doctor of the situation. It is customary to allow two days of bereavement time without pay. If you need more time than that, please call Dr. Lind and discuss this with him. Every effort will be made to accommodate the employee as well as trying to meet the needs of the office. MILITARY SERVICE Employees who serve in the United States military or state militia groups may take the necessary time off without pay to fulfill this obligation or for an examination to determine one’s fitness for duty in any of the state or federal military forces. Military leave will be granted in accordance with the applicable state and federal laws provided all legal requirements are satisfied and the employee returns to work or applies for reemployment within the time prescribed by law. Unless prohibited by military need, you must provide advance notice of the need for leave whenever possible. Upon return, employees must furnish evidence verifying the dates of their military service. This leave is unpaid, but employees may apply accrued PTO time to the leave if they wish; however, they are not obliged to do so. Continuation of health insurance benefits will be provided in accordance with applicable law, and subject to the terms, conditions and limitations of the applicable plans for which the employee is otherwise eligible. Contact the Doctor for more information or to request military leave. 24

JURY DUTY U.S. citizens have a civic obligation to provide jury duty service when called. You will be granted a leave of absence without pay for this purpose, provided you give the Doctor reasonable advance notice. Please bring in your jury duty notice as soon as you receive it so that appropriate arrangements can be made to cover your duties. You are required to call in or report for work on those days or parts of days when your presence in court is not required. You are allowed to keep any jury or other fees paid to you by the Court. WITNESS DUTY If you are required by law to appear in court as a witness, you may take unpaid time off for such purpose provided you give the Doctor reasonable advance notice. Written evidence, such as a subpoena, must be provided. LEAVE FOR VICTIMS OF DOMESTIC VIOLENCE, SEXUAL ASSAULT, AND STALKING Unpaid time off is available to victims of domestic violence, sexual assault and stalking for the purpose of appearing in court to obtain legal relief. Victims of domestic violence, sexual assault or stalking should provide reasonable advance notice when feasible; otherwise, they must provide, within a reasonable time, evidence from the court, prosecuting attorney, police or medical professional, domestic violence advocate or advocate for victims of sexual assault, health care provider or counselor, as appropriate. You may elect to use any paid time off benefits that you may have available to you during this leave, such as PTO or sick leave, or you may take the time off without pay. CRIME VICTIMS LEAVE Unpaid leave is available to employees who are victims of certain felonies for the purpose of attending judicial proceedings related to the crime. In addition, employees who are immediate family members of the crime victim (spouse, child, parent, sibling), a registered domestic partner of the crime victim or a child of the victim’s domestic partner may take unpaid time off work to attend judicial proceedings related to the crime. However, you must provide the Doctor a copy of the judicial proceeding notice and provide as much advance notice as feasible of the absence. Employees who are victims of other covered offenses may also take unpaid leave to attend other crime victim related proceedings as provided under Labor Code section 230.5. You may elect to use any paid time off benefits 25

that you may have available to you during crime victim leave, such as PTO or sick leave, or you may take the time off without pay. VOTING TIME If you are a registered voter and do not have sufficient time outside of your working hours within which to vote in any statewide election, you may take off as much working time as will, when added to the voting time outside your working hours, enable you to vote. Up to two hours of this time off will be with pay. Time off for voting should be taken only at the beginning or end of your regular work shift, whichever allows the most free time for voting and the least time off from the regular work shift, unless the Doctor agrees otherwise. You should provide at least two working days’ notice when time off is required. LEAVE FOR SCHOOL APPEARANCE Parents or guardians are entitled to unpaid time off, upon reasonable notice, when required to appear at their child’s school because the child has been suspended for certain offenses related to the disruption of school activities or the use of obscenities, vulgarity or profanity. VOLUNTEER FIREFIGHTERS, RESERVE POLICE OFFICERS AND EMERGENCY RESCUE PERSONNEL Unpaid time off is available for volunteer firefighters, reserve peace officers, and emergency rescue personnel while they are engaged in providing emergency services. “Emergency rescue personnel” is defined as any person who is an officer, employee, or member of a fire department or fire protection or firefighting agency of the federal government, state of California, a city, county, city and county, district, or other public or municipal corporation or political subdivision of California, or of a sheriff’s department, police department, or a private fire department, whether that person is a volunteer or partly paid or fully paid. OTHER LEAVES OF ABSENCE MANDATED BY STATE OR LOCAL LAW The Dental Office complies with all state and local laws regarding leaves of absence. More information is available from the Doctor. 26

GENERAL POLICIES CONFIDENTIALITY Employees shall not discuss the Dental Office’s confidential and proprietary information (e.g., trade secrets, financial data) or the confidential information of patients except as specifically required in the performance of your duties or as otherwise permitted under applicable law. If you are questioned by someone regarding our business, remember that you are not required to answer, you may not disclose confidential and proprietary information belonging to the Dental Office, its vendors, and/or patients and you are not authorized to speak on behalf of the Dental Office. Instead, refer the request for the Dental Office’s response to the Doctor. In accordance with the National Labor Relations Act and other applicable laws, nothing in this Confidentiality policy is intended to prohibit employees from discussing with one another wages, hours and terms and conditions of employment, or engaging in other legally protected activity. SAFETY The health and safety of all employees is of utmost importance to the practice. It is the policy of the Dental Office to comply with all health and safety laws, federal, state and local, that are applicable to our business. An employee must immediately report any unsafe condition or potential hazard to the employee’s supervisor or the Doctor. The Dental Office will arrange for the correction of unsafe conditions or potential hazards that are reported or otherwise become known to it. The Dental Office also has in place an active Injury and Illness Prevention Program. A complete copy of the plan is available for your review. As a condition of employment, every employee must comply with all safety and health standards, rules and regulations, as well as the Dental Office policies, 27

which are applicable to the employee’s own actions and conduct. Failure to do so will lead to discipline, up to and including separation from employment. DRUG-FREE WORKPLACE/SUBSTANCE ABUSE POLICY The Dental Office is committed to providing its employees with a safe and productive work environment. In keeping with this commitment, the Dental Office maintains a strict policy against the use of alcohol and the unlawful use of drugs in the workplace. Consequently, no employee may consume or possess alcohol, or use, possess, sell, purchase or transfer illegal drugs at any time while on the Dental Office’s premises or while using the Dental Office’s vehicles or equipment, or at any location during work time. No employee may report to work with illegal drugs (or their metabolites) or alcohol in his or her bodily system. “Illegal drug” means any drug that is not legally obtainable or that is legally obtainable but has not been legally obtained. It includes prescription drugs not being used for prescribed purposes or by the person to whom it is prescribed or in prescribed amounts. It also includes any substance a person holds out to another as an illegal drug. “Illegal drug” also includes state- authorized marijuana as it remains unlawful under federal law. This policy recognizes that employees working under the influence of alcohol or drugs (and/or possessing, using, selling, transferring such) can be extremely disruptive and harmful to the workplace. It can adversely affect the quality of work and the performance of employees, pose serious safety and health risks to the user and others, and have a negative impact on work efficiency and productivity. Therefore, all employees must adhere to the rules stated in this policy. Any violation of this policy will result in disciplinary action, up to and including immediate termination of employment. Unless prohibited by law, the Dental Office reserves the right to conduct or require drug and alcohol testing on any employee on its premises, engaged in its business, or operating the office’s equipment. 28

USE OF THE DENTAL OFFICE’S PROPERTY AND INSPECTIONS All Dental Office property is provided for its business use only and must be used properly and maintained in good working order. Employees must immediately notify their supervisor or the Doctor if any property appears to be damaged, defective, or in need of repair. Employees who steal or misuse the Dental Office’s property may be personally liable for replacing or fixing the item and may be subject to discipline, up to and including separation from employment. The Dental Office reserves the right, at all times and without prior notice, to inspect and search any and all of its property for the purpose of determining whether this policy or any other policy has been violated, when an inspection is necessary for purposes of promoting safety in the workplace or compliance with state and federal laws, or for any other legitimate business reason. These inspections may be conducted during or after business hours and in the presence or absence of the employee. Employees should have no expectation of privacy in the use of the Dental Office property. In order to help ensure the safety and security of employees and patients, and to protect the Dental Office’s legitimate business interests, it reserves the right to question and inspect or search any employee or other individual entering onto or leaving its premises. The inspection or search may include any packages or items that the individual may be carrying, including briefcases, handbags, knapsacks, shopping bags, et cetera. These items are subject to inspection and search at any time, with or without prior notice, and an employee should have no expectation of privacy of items brought on to work premises. Refusal to cooperate with a request to submit to a search is grounds for disciplinary action, up to and including separation from employment. VIOLENCE-FREE WORKPLACE The Dental Office is committed to providing a work environment free from violence. It maintains a zero tolerance policy for any acts or threatened acts of violence, including hostile behavior, physical or verbal abuse, or possession or use of weapons of any kind on its property or while conducting its business. Should 29

you engage in such acts, you will be subject to disciplinary action, up to and including separation from employment. Employees who feel they have been subjected to behavior prohibited by this policy or who witness or have knowledge of any actions that could be perceived as violent or that otherwise violate this policy, must report the incident immediately to the Office Manager or the Doctor. All complaints will be investigated promptly and appropriate action will be taken. Employees may also contact the appropriate law enforcement authorities if they have reason to believe there is an immediate threat to their safety and/or the safety of others. Employees will not be retaliated against for reporting, in good faith, any conduct prohibited by this policy. ATTENDANCE AND PUNCTUALITY The Dental Office expects employees to be reliable and to be punctual in reporting for scheduled work. Regular and reliable attendance and punctuality are considered essential job functions for each employee. Absenteeism, early departures from work, and late arrivals burden other employees and impact patient services. If an employee cannot avoid being late to work or is unable to work as scheduled, he or she must call his or her supervisor as soon as possible and preferably in advance of the absence or tardiness. DISCIPLINE AND STANDARDS OF CONDUCT As an at-will employer, the Dental Office may impose discipline whenever it determines it is necessary or appropriate. Discipline may take various forms, including verbal counseling, written warnings, suspension, demotion, or termination. The discipline imposed will depend on the circumstances of each case; therefore, discipline will not necessarily be imposed in any particular sequence, and the lack of prior warning will not prohibit more severe discipline or termination. Moreover, at any time the Dental Office determines it is appropriate, an employee may be discharged immediately. Every organization must have certain standards of conduct to guide the behavior of employees. Keep in mind that these standards of conduct apply to all employees whenever they are on work property and/or conducting business for the Dental Office (on or off work property). Although there is no possible way to 30

identify every rule of conduct, the following is an illustrative list of unacceptable conduct subject to disciplinary action, including immediate termination. This list is not intended to be comprehensive or to limit the Dental Office’s right to impose discipline for any other conduct it deems inappropriate. Engaging in any conduct the Dental Office deems inappropriate may result in disciplinary action, up to and including immediate termination. • Falsifying or withholding information on your employment application or other personnel records; • Performance at work below a level acceptable to the Dental Office or the failure to perform assigned duties; • Failure to complete required time records or falsification of such time records; • Insubordination; • Refusing to work overtime; • Negligence in the performance of duties likely to cause or actually causing personal injury or property damage; • Fighting, arguing or attempting to injure another; • Destroying or willfully damaging the personal property of another, including Dental Office property; • Breach of confidentiality; • Using or appearing to use for personal gain any information obtained on the job, which is not readily available to the general public or disclosing such information that damages the interests of our patients; • Placing oneself in a position in which personal interests and those of the Dental Office are or appear to be in conflict or might interfere with the ability of the employee to perform the job as well as possible; • Using Dental Office property or services for personal gain or taking, removing or disposing of such material, supplies or equipment without proper authority; • Gambling in any form on work property; • Dishonesty; • Theft; • The possession, use, sale or being under the influence of drugs or other controlled substances (including marijuana as it remains an 31

illegal substance under federal law) or alcoholic beverages during working hours or on work premises at any time in violation of the Dental Office’s policies; • Carrying or possessing firearms or weapons on work property; • Excessive tardiness or absenteeism (excluding legally protected absences) whether excused or unexcused; Unauthorized absence from work without proper notice; • Engaging in discriminatory, harassing or abusive, offensive or other unprofessional behavior, including sexual harassment or bullying; • Violation of any Dental Office policy. OFFICE DRESS CODE AND UNIFORMS Dental Assistants and Hygienists--Will wear scrubs and a white lab coat. Dr. Lind will provide a white lab coat for all team members. Once the employee’s 90 day introductory period is up, the employee will be provided a lab coat with their name and position declared. I.E. RDA, RDH, DA. The front desk person will have their name and office manager labeled on their coat. The scrubs must be clean with no visible stains. Dr. Lind will launder the white clinic coats each week at his expense. The employee must place the coat in the laundry ben, and they will be returned the following Monday. Each employee will have two coats made in case one gets soiled during the working day. We also have several white coats that do not have names on them for temporary employees. Tennis shoes may be worn by staff. Please have subtle tennis shoes. No crazy or outrageous colors will be allowed. Please use your good taste in selecting your foot wear to be worn at work. Front desk personnel attire---Professional attire is required. No Blue Jeans or leggings are allowed. Slacks, dresses, blouses are all fine. Please cover up any visible tattoos. No low cut tops or clubbing attire is allowed. We are a professional office and want to always look that way. You will be provided two white clinic coats to wear during your working hours. Hair style and make-up – Hair must be well groomed at all times and kept back for assisting and hygiene. Extremes in hair style and makeup are not appropriate. 32

No excessive jewelry is permitted. Fingernails: For assistants and hygienists---only short, well groomed, and well cleaned nails are permitted. Front desk personnel need to have short enough nails to be able to use the keyboard easily. GUIDELINES FOR NEEDLE STICKS, PUNCTURES OR ANY OFFICE INJURIES 1. Employee to see a Physician as soon as possible after the exposure 2. Employee has a tetanus shot, employee is tested for hepatitis and HIV 3. If the patient has a suspected health history, the patient can be asked to be tested for HIV and Hepatitis B 4. Employee fills out Workers Comp Forms with our current insurance carrier, and we report a claim. Our current carrier is listed on the bulletin board in the break room. 5. Employee is tested at three and six months for HIV and Hepatitis 6. If any problems occur with the tests, or the employee has any problems arising from the incident, then we will report this to our insurance carrier 7. An entry is made in our sharps log, which is kept in Dr. Lind’s office 8. Employee and Employer keep a copy of the claim forms that have been filled out. If there is any change in the status of the patients’ blood work, then the employer and insurance carrier need to be notified immediately by the employee. 9. Employees are instructed about proper handling of instruments for cleaning and are utilizing all precautions availed. Employees have the blue ASEP-GLOVE (Nitrile Gloves). 10. If an employee falls or gets injured in the office, they need to report this to Dr. Lind ASAP. If they need to see a physician, then we will need to place a claim with our Worker’s Comp insurance carrier. 33

PROFESSIONAL STANDARDS REQUIRED OF ALL EMPLOYEES Our goal is to create a professional working environment free of stress, free of gossip, and free of negative attitudes. This benefits all staff members, our patients, and anyone else who may visit our office. The following list of ethical and professional standards will be adhered to by all members of the staff. Respect Each staff member, each Doctor, and each patient will be treated with respect. There will be no outburst, no yelling, and no rudeness tolerated. We are all professionals and will be treated as such. Gossip Gossip will not be tolerated. It has no place in the work environment. At no time will a staff member be pulled away from their assigned duties to be told stories or gossip that has occurred during the day. Acting as professionals is our goal. Gossip does not fit into this picture in any form or by any means. Personal Issues Your Focus at work should be your work. When we are working, we need to focus on the job at hand and not focus on personal issues. This is critical to a smooth running dental practice. Noise Level/Interacting With Patients Please monitor noise level. Talking and being friendly with patients is good. Being friendly is important to our practice’s success. We need to make sure we are friendly without being intrusive to our patients. It is inappropriate to talk the patient’s ear off when they are trying to read a magazine while waiting to be seated. Positive Attitude Treat each staff member and Doctor in a positive and professional manner. We cannot have a happy productive environment without this. Negative attitude by anyone is unbecoming. 34

HIPAA REQUIREMENTS FOR OFFICE STAFF Confidential information shall not be discussed in public areas. Do not discuss any patient’s treatment with other patient’s without specific permission from the patient. Even husband and wives are not to be discussed unless we have asked permission. Minors are the one exception to this rule. Phone conversations, including confidential information, are not to be held in public areas. Do not use patient last names if asking another worker about a patient when other patients are in the office. Computer monitors shall not face public areas and should not be seen from public areas. Confidential information is not displayed or left unprotected on computer screens while the computer is unattended. No paper files containing confidential information are left unattended at any time. Confidential information is only accessible and released to authorized personnel. All patient confidential information is printed or faxed from a secure location. All discarded paperwork containing information is shredded by authorized personnel. Voicemail and answering machine messages are kept secure and cannot be overheard by unauthorized personnel. All patient lists and procedure schedules are kept secure and not visible to unauthorized personnel. Unauthorized personnel are denied access to secure areas. 35

Files are accessed by authorized personnel for authorized users only. All access is kept to a bare minimum on a need to know basis. All staff are aware that they need to report any HIPAA violations to Dr. Lind. There is a no tolerance for HIPAA violations. CONTINUING EDUCATION Dr. Lind will pay for reasonable costs associated with keeping your CPR training up to date. If there is a mandatory continuing education course that Dr. Lind would like the staff to attend, then Dr. Lind will pay for the continuing education course as well as pay the employees’ regular pay for the time spent attending the course. If there is a special course an employee would like to take to improve their skills or knowledge, please discuss this with Dr. Lind, and if he approves of this, he may pay for the course, but you will not be paid for your time as it is a course you elected to take, and is not mandatory or a part of your job with the Dental Office. STAFF MEETINGS Staff meetings are mandatory and employees will be paid their regular wages. We have a mandatory 15 minute huddle before we begin to see patients each day. Please be advised that this is a mandatory meeting and everyone is expected to arrive on time and be ready for the meeting. It is critical to a successful day. If staff meeting takes place during the lunch hour, the staff will be provided lunch by Dr. Lind as well as you will be paid your hourly wage. We will try to announce a staff meeting a week in advance whenever possible unless an emergency meeting is needed. 36

EMPLOYEE REVIEWS New Employees – They will typically be reviewed by Dr. Lind at 30, 60 and 90 days and then yearly or as deemed necessary by Dr. Lind. Employees who have been employed for more than one year will typically be evaluated once per year around the time of their original hire or as deemed necessary by the employee or Dr. Lind. OFFICE EMERGENCIES If there is an office emergency with a patient the staff needs to let the front desk person know, and they will call 911 and request assistance. The front desk person is responsible for pulling an emergency sheet and putting it on the clipboard. He/she will be responsible for keeping track of the patients’ blood pressure and pulse. Everyone on the staff needs to know where the oxygen tank is located, the ambo bag, the heart AED, and the medical emergency kit, which is in Dr. Lind’s office. We need to reassure the other patients in the office that everything is under control and that the situation is being handled. Remember the best way to prevent a medical emergency is to know the patients’ health history and be well prepared for anything unusual that comes up. In any natural disaster situations, we will be warned on our cable music system. There is an exit plan map in the break room. Avoid elevators in case of fire or earthquakes. We have a fire extinguisher in the lab under the lab bench if needed. 37

JOB DUTIES AND RESPONSIBILITIES ANSWERING THE PHONE PROTOCOL When answering the phone, all staff members should say the following: “Thank you for calling Dr. Lind’s office, this is (your name), how may I help you?” Or another way to say this is “Thank you for calling Dr. Lind’s office, this is (your name), can I help you?” If there are only two workers present, then one must stay in the office to answer the phone, and when the other returns the other person may leave the office to take a break, run an errand, or use the restroom. FRONT DESK DAILY DUTIES Upon arriving at the scheduled start time, please check the answering machine for any messages that may have come in during our off duty hours. Often Dr. Lind will listen to the messages and write them down on the note pad with instructions for what you need to do. If he has left them on the machine, please listen to them because there is a reason he wants you to listen to them. The notes are listed in the order of when they came in. Please erase any messages that already have explicit notes and the correct phone numbers listed. We usually wait till 9:00 am to return these calls unless it is an emergency, and then we call them right away to try and get them in the office ASAP. Morning Huddle – This is a very important part of the day. At the huddle we will go over each patient’s treatment, we review their routing slip to see if they have any allergies we need to know of, if they need to take premed, or have any special needs such as a pillow or a blanket. We cover their copay so that we are familiar with what they owe when they check out in case the front desk person is out of the office when the patient checks out. This should be printed in the note section 38

of the routing slip. We cover what their next visit will be and what type of periodontal recall they are on. We discuss what lab the case will be going to. If there are x-rays to be taken, then there should be a Treatment plan sheet attached to the routing slip. If we are doing crown and bridge, then an insurance sheet needs to be attached so that Dr. Lind can write down why the work needs to be done and we can discuss what attachments need to be added to the insurance claim in Dentrix. Print 5 schedules with patient treatment. One for Dr. Lind’s office that has patient cell and home phone numbers on it. Next open the office e-mail---ours is Roadrunner. Our password is 4130dental (auto filled). Review the e-mails – return any calls that are needed after 9:00 am unless it is an emergency. E-mail is checked multiple times during the day. If there is an emergency patient who needs in, you can call them right away. If you have any questions about their concerns please ask Dr. Lind, and he can help you formulate a proper answer. If the questions are specifically to Dr. Lind, then you can forward the email to Dr. Lind at [email protected]. Then you can both discuss what is needed. Next – Open Demandforce—our user name is our office email [email protected]. Our password is 4130dental. Both are auto filled so you just hit “sign in”. Answer any questions or concerns by any patients that have left us a message on demand force. New patients will often request a new patient appointment through this venue. This is checked multiple times during the day. Insurance checks. If it is a Monday morning, and we have not worked the Saturday before, then Dr. Lind will have reviewed the checks and initialed them. You are to put these checks in the patient ledgers. It is customary to have these done before the lunch hour. Because at noon or after, we will have mail delivered to our box, which is number 11 downstairs in the garage by the staircase. The mail key is kept in Dr. Lind’s office in the drawer next to his computer. You are expected to get the mail and separate it and give Dr. Lind the mail that is addressed to him, and you will put the new checks in the patient’s ledger. At no point are you to open and read correspondence directed to and addressed to Dr. 39

Lind specifically. If secondary forms need to be sent, copy the original EOB and send it by regular mail with the secondary insurance form. Please keep a copy of the day’s schedule so that you can go through each chart entry to make sure that they have been done correctly. There are often errors in the charting. You are to mark the correct entries with a red check mark, and those that need to be looked at by Dr. Lind are circled, and he will need to make corrections of these. This should generally be accomplished before lunch. Please place this sheet on Dr. Lind’s desk so that he can make the needed corrections throughout the day. Lab Slips--Please call the labs that are being used that day for due dates. Have the lab slips and insurance sheets attached to the routing slips. Consent forms--If a patient needs a consent form or a post op for a procedure such as oral surgery, bone graft, root canal, periodontal surgery, laser surgery and zoom etc. Then these need to be attached to the routing slip. The three exceptions to this are post ops for fillings, crown and bridge, and consent form for crown and bridge cementation, and denture or partial approval before delivery. Midday Duties--Prepare next day patient appointments. Check to see if the continuing care is correct. Does the patient need x-rays, Health history update, LBR (laser bacterial reduction), periodontal probing, is prophy or periodontal maintenance needed. Make sure patient copayment amounts is in the note section of the routing slip. Make sure if there is a previous balance that needs to be collected. This should be added to the total to be collected. If you want, you can list it as copay plus balance on the sheet with a total so that you can explain it to the patient when they come up to check out. 40

Print routing slips Go to Office Manual Check on Reports List – daily appointment lists Uncheck Operatory Appt list, check patient route slips Separate Doctor’s and hygiene route slips. We have two boxes to place the route slips in. Print up patient schedules for the next day. You print up five for the office with needed treatment on them. One is printed with patient phone numbers. This is put in Dr. Lind’s office on the bulletin board. All the patients who need to be called are highlighted. Confirm patients who have not confirmed on Demand Force for the next day. Any time Dr. Lind uses anesthesia, zoom, or does fillings or crown or bridge are highlighted. Dr. Lind calls them patient later in the evening to make sure they are doing well. Insurance claims need to be sent electronically at the end of the day. They are in the batch section of the office Manager. Once all claims are sent and the daily reports are run, you can delete this section before leaving. If for some reason the claims do not send, then do not delete anything until we have successfully sent the needed claims and printed the necessary end of day reports. To send the electronic claims – use the lightning bolt icon (electronic claims submission). It is already set up – click on OK. Wait for the success box and then click OK. You must click on the Finish icon for completion. If the insurance claim says it will not accept attachments then we need to print the insurance form and any photos or x-rays and send them by regular mail. If you need Dr. Lind to select phots or x-rays, please ask him, and he will print the needed forms. All insurance claims that have come in are to be initialed by Dr. Lind, and then stapled together and a sticky with the date on it is stapled to them and they are 41

placed in the proper month in the file cabinet. These are kept for one year, and then a year later they are shredded when we are ready to start the new month. Pre-Authorizations--When we receive pre-authorization’s, please let Dr. Lind review them. Then we scan them into the patient charts and the hard copies are kept in the front desk person’s file cabinet. These are located at the front desk nearest the front desk person’s computer. The other file cabinet is Dr. Lind’s for keeping track of office expenses etc. At no time is anyone to go into those file cabinets except Dr. Lind. Greeting patients when they come into the office. Please greet the patient by name if they are a patient of record. If they are a new patient please ask if they are the person we are expecting, tell them it is very nice to meet them. If they are a new patient, please ask them if they have their forms filled out, and if not then please give them the needed forms. Typically you will let the back office know the patient is here by placing their routing slip or new health history on the counter between the front and back office. If it is busy in the back, then please ask either Dr. Lind or the back office staff if you can seat the patient. When seating a patient of record for treatment, you seat them in their proper room. 1. Place a patient napkin on them 2. Ask them if they would like to take any Advil (800 mg is typically given) 3. For longer procedures ask them if they would like to watch a movie and give them the book of movies for them to make a selection. 4. Give them safety glasses to protect their eyes 5. Ask them if they have any questions about the day’s procedure 6. Try to make them as comfortable as possible. Do they need a blanket or a pillow. 42

CHECKING OUT PATIENTS When the patient comes to the front desk ask them about how their appointment went. If they have concerns or questions that you are unable to answer, please ask Dr. Lind or the back office staff to explain any concerns they may have. Then once that is done, schedule their next visit. If they are in for hygiene please let them know they will be due in 2, 3, 4, 6 months. Go ahead and schedule them. If they say they are not sure of their schedule, let them know it is best to get something on the books so that they get the time they want. We can always change it later if their schedule changes. Then schedule any needed treatment that Dr. Lind or the hygienist noted. This will be on the routing slip. Next tell them what their copay is. Collect this. Ask them if they would like a printed sheet of what has been done that day. If they do, print that for them and give them their copy. Once they leave, if they have insurance, go to their ledger and hit the insurance icon and this will batch the claim. If attachments are needed or a narrative, this is the time to write this on the insurance claim to be filed electronically. END OF DAY REPORTS At the end of the day, the end of day reports need to be run. The schedules for the next day need to be printed, and the routing slips and co-pays need to be done. These are placed in the boxes that are labelled for Doctor and hygiene. Once this is done, then the daily reports are ready to be run. 1. Go to Office Manager--Hit the Day sheet icon—It is already set up--- click on it and then press ok/print. At this time you review to make sure that all checks, credit card charges and patient charges are correct. 2. This will also print the day sheet and the deposit sheet. At this time you can check the total on your bank deposit slip with the deposit total on the day sheet. If they do not balance, then you need to find the error. At this time you check the credit card terminal to make sure the credit card total on the day sheet matches the credit card 43

total on the terminal. If it does, then you can settle the credit card terminal. 3. Once the reports are corrected, the final copies are run. The deposit slip is copied and the daily production sheet is filled out. This sheet lists the daily total production, the credit card totals, the check and cash totals, and lists the total deposits of the day. The copy of the deposit slip is stapled to this sheet. They are stapled back to back so it is easier to ready. 4. The daily production and procedure sheet and stapled to the deposit slip form dentrix. They are stapled back to back again for ease of reading. These are placed next to the computer with dual monitors so that Dr. Lind can check on these reports before he leaves the office for the day. If Dr. Lind has a question about a deposit or a procedure he will ask you. He will review this with you before you leave for the day. If additional payments have not been entered, then he will have you enter them and run another settlements report on the credit card terminal. This is for patients that have credit cards on file. NEW PATIENTS WITH INSURANCE OR WITHOUT INSURANCE When a new patient calls: Grab a new patient sheet that has all the questions we need to ask them If they ask if we are accepting new patients, please say, yes we love new patients. Then ask them how they heard about us. If they say a friend or family member referred them, please ask them who referred them so that we can thank them. If it is share enough to care referral, tell them that is great and that they and the person who referred them will get a 50 dental dollars as a gift from the office. Collect all the needed information such as date of birth, SSN, address and e-mail, correct cell and home phone if they have one. 44

Ask them if they have insurance—pull the insurance sheet and ask them who their insurance is with, the address of the company, the phone number, their group policy number. All this information should be on their dental insurance card. Ask if they have been to the dentist in the last year and if they are having a problem. See if they have any recent x-rays. Get the name of the previous dentist so that we can call them to ask for recent x-rays to be forwarded to our office. Schedule them for a new patient exam, x-rays if needed and prophy/scale. Tell them this typically takes two hours as we do a very thorough exam which includes an oral soft tissue cancer screening exam, periodontal pocket measurements, and photos of any areas of possible treatment needs or esthetic concerns. Once you have the patient scheduled, you need to call their insurance company and get the needed information on our insurance sheet. Then you need to put the information in the computer under their family file. You place the information in the coverage table as dictated by their insurance. Under notes you list how often they can have x-rays, prophy scales, are night guards covered, do they have ortho coverage, etc.? Often times the faxed information does not have all the information we need to properly plan the patient’s treatment if they have insurance concerns. Then place this information under their insurance coverage. Make sure you put in the percentages of what they cover for major work, preventive work and restorative work as well as periodontal treatment. In the notes section please put the overview of their insurance. I.E. how often they can have a prophy/scale-do they have to be six months and a day apart?, do they cover ortho, are nightguards covered, how often do they cover root plane and curettage, and any other pertinent data. This is all in the insurance notes of the insurance portion of the family file. 45

WEEKLY REPORTS Check the cancelled or unscheduled appointments. The patients should be contacted to be rescheduled. If they cancelled on the answering machine, please call them the next day after nine am to reschedule. Insurance Aging Report—this should be run once a week to check up on any claims that are 30 days or older that have not been paid. The insurance company should be contacted to make sure that they have received the claim. If they have not received it, then we can either electronically resubmit the claim or fax it to the insurance company. 46