MAP 171 - Medical Office Management I-B

• To learn how multi-line phone systems work and how to act professionally when using the telephone.
• To become familiar with reception and basic patient processing tasks.
• To begin learning basic administrative operations of an office environment.
• To discover the workings of electronic medical records and put that knowledge into practical use.

Course Objectives:

Unit 1: Written Communication

• Recognize elements of fundamental writing skills.  Also, explain the guidelines for using capitalization, numbers, and punctuation in business communication.
• Identify different types of electronic technology used in professional communication.
• List and describe each component of a professional business letter.
• Summarize the formats for business letters.
• Describe the purpose of templates in professional communication.
• Discuss memorandums and describe the etiquette for professional emails.
• Describe how to complete a HIPAA compliant fax cover sheet.
• Describe how to address envelopes and fold business documents for mailing.
• Describe commonly used postal services in the ambulatory care facility.
• Explain the medical assistant’s role with incoming mail.
• Using technology, compose clear and correct correspondence.

Unit 2: Telephone Techniques

• Identify and explain the features of a multiple-line telephone system, and also explain how each can be used effectively in a healthcare facility.  Also, discuss the use of cell phones.
• Discuss the telephone equipment needed by a healthcare facility.
• Summarize active listening skills.
• Demonstrate professional telephone techniques
• Consider the importance of tone of voice and enunciation.
• Explain the importance of thinking ahead when managing telephone calls; also, describe the correct way to answer the telephone in the office.
• Discuss the screening of incoming calls, and list several questions to ask when handling an emergency call.
• Place callers on hold and correctly transfer a call.
• Document telephone messages accurately
• List the seven elements of a correctly handled telephone message.
• Discuss various types of common incoming calls and how to deal with each.
• Discuss various types of special incoming calls and how to deal with each.
• Discuss how the medical assistant should handle various types of difficult calls.
• Discuss typical outgoing calls, including knowledge of time zones and long-distance calling is necessary.
• Discuss the use of a telephone directory, and describe how answering services and automatic call routing systems are used in a healthcare facility.
• Discuss the legal and ethical issues related to telephone techniques.

Unit 3: Scheduling Appointments and Patient Processing

• Describe guidelines to establishing an appointment schedule and creating an appointment matrix.
• Discuss the advantages of computerized appointment scheduling.
• Discuss appointment book scheduling and explain how self-scheduling can reduce the number of calls to the healthcare facility.
• Discuss the legality of the appointment scheduling system.
• Discuss pros and cons of various types of appointment management systems.
• Discuss telephone scheduling and identify critical information required for scheduling appointments for new patients.
• Discuss scheduling appointments for established patients.
• Discuss how the medical assistant should handle scheduling other types of appointments.
• Discuss several methods of dealing with patients who consistently arrive late.
• Recognize office policies and protocols for rescheduling appointments.
• Discuss how to deal with emergencies, provider referrals, and patients without appointments.
• Discuss how to handle failed appointments and no-shows, as addition to methods to increase appointment show rates.
• Discuss how to handle cancellations and delays.
• Discuss patient processing, including the importance of the reception area.
• Describe how to prepare for patient arrival, including patient check-in procedures.
• Show consideration for patients’ time.
• Properly treat patients with special needs.
• Escort and instruct the patient.
• Describe where health records should be placed.
• Describe how the medical assistant should deal with challenging situations, such as talkative patients, children, angry patients, and patients’ relatives and friends.
• Identify different types of appointment scheduling methods.
• Identify critical information required for scheduling patient procedures.
• Coach patients regarding office policies.
• Manage appointment schedule using established priorities.
• Schedule a patient procedure.
• Input accurate billing information in an electronic system.

Unit 4: Health Records

• Discuss the two types of patient records.
• State several reasons that accurate health records are important.
• Document Patient care accurately in the medical record.
• Identify subjective and objective information.
• Distinguish between an electronic health record (EHR) and an electronic medical record (EMR).
• Discuss the importance of nonverbal communication with patients when an EHR system is used.
• Discuss backup systems for the EHR, as well as the transfer, destruction, and retention of health records as related to the EHR.
• Describe how and when to release health record information; also, discuss health information exchanges (HIEs).
• Identify methods of organizing the patient’s medical record based on: a. problem-oriented medical record (POMR); b. source-oriented medical record (SOMR)
• Discuss how to document information in an EHR and a paper health record, and how to make corrections/alterations to health records.
• Describe indexing rules, and how to create and organize a patient’s health record.
• Discuss the pros and cons of various filing methods and how to file patient health records.
• Discuss organization of files, as well as health-related correspondence.
• Identify the importance of data back-up.
• Input Patient data using an electronic system.
• Protect the integrity of the medical record.

Unit 5: Daily Operations and Safety

• Explain tasks for the medical assistant to handle when opening and closing the healthcare facility.
• Identify steps involved in completing an inventory.
• Perform an inventory of supplies.
• Recognize the purpose for routine maintenance of equipment.
• Discuss warranties, service calls, and purchasing equipment.
• Discuss inventory management, inventory management control systems, and ordering supplies.
• Identify principles of: a. body mechanics.
• Use proper body mechanics.
• Evaluate the work environment to identify unsafe working conditions.
• Demonstrate proper use of b) fire extinguishers.