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Medical Assisting : A Commitment to Service: Administrative Competencies

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ISBN-10: 0763813257

ISBN-13: 9780763813253

Edition: 1st 2002

Authors: Margaret Townsend Warren

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Book details

Edition: 1st
Copyright year: 2002
Publisher: EMC/Paradigm Publishing
Binding: CD-ROM 
Size: 8.50" wide x 11.00" long x 0.25" tall
Weight: 1.782
Language: English

Medical Assisting: A Vision of Carep. 2
Choosing a Career as a Medical Assistantp. 5
The Medical Assistant's Role in the Dynamic Medical Officep. 6
Promoting Healing of the Whole Personp. 6
Providing Exceptional Customer Servicep. 7
Educating Patientsp. 9
Managing Patient Carep. 9
Assuring Safe and Reliable Patient Carep. 9
The Multiskilled Medical Assistantp. 10
The Role Delineation and Job Task Analysis Studiesp. 11
Professional Attributes of the Medical Assistantp. 14
Project a Professional Manner and Imagep. 14
Adhere to Ethical Principles and Maintain Confidentialityp. 14
Demonstrate Initiative and Positive, Responsible Attitudesp. 14
Work as a Team Memberp. 15
Manage Time Effectivelyp. 15
Prioritize and Perform Multiple Tasksp. 15
Adapt to Changep. 15
Promote Professional Credentialingp. 15
Conduct Work within the Scope of Your Education and Enhance Skills Through Continuing Educationp. 15
Personal Attributes of the Medical Assistantp. 16
Empathyp. 16
Diplomacyp. 16
Reliabilityp. 16
Courtesyp. 17
Positive Attitudep. 17
Professional Appearancep. 17
The Development of the Medical Assisting Professionp. 18
The Need for Self-Directed, Continual Learningp. 20
Education and Credentials of Medical Assistants and Healthcare Professionalsp. 20
Accreditation of Educational Programsp. 21
Credentials for Healthcare Practitionersp. 21
Licensurep. 22
Certificationp. 22
Renewing Credentialsp. 23
Professional Organizations and Continuing Educationp. 23
The Internet as a Healthcare Resourcep. 24
Quality Medical Internet Sitesp. 24
Finding Information on the Webp. 24
Evaluating Websitesp. 26
Discussion Forums and Chat Linesp. 26
Working in Today's Healthcare Environmentp. 29
The Changing Face of the Patient Populationp. 30
A Team Approach to Healthcare in the Managed Care Environmentp. 31
The Departmental and Interdisciplinary Healthcare Teamsp. 32
Collaboration and Coordination of the Healthcare Teamp. 35
The Medical Assistant's Link in the Healthcare Teamp. 36
Healthcare Delivery Settingsp. 37
Ambulatory Carep. 38
Primary Carep. 38
Outpatient Surgeryp. 39
Emergency Centersp. 39
Specialized Testing Facilitiesp. 39
Other Ambulatory Care Servicesp. 39
Acute Carep. 40
Subacute Carep. 41
Long-Term Carep. 41
Home Carep. 41
Nursing Home Carep. 42
Adult Day Carep. 42
Hospice Carep. 42
Assisted Living Facilitiesp. 42
Public Health Servicesp. 42
Health Insurance Plans in the United Statesp. 44
Managed Care Plansp. 44
Government-Sponsored Plansp. 45
Individual and Group Insurance Plansp. 46
Helping Patients Choose a Health Planp. 46
Understanding Legal and Ethical Issuesp. 49
Ethics, Morals, and the Lawp. 50
Medical Ethics and Bioethicsp. 50
Patient Self-Determination Actp. 51
Living Willp. 51
Durable Power of Attorney for Healthcare and Healthcare Proxyp. 51
Organ Donationp. 51
The Medical Assistant's Legal Responsibilitiesp. 53
Etiquettep. 54
Confidentialityp. 54
Public Dutiesp. 55
Mediap. 55
Reporting of Vital Statisticsp. 55
Statutory Lawp. 55
Civil Lawp. 55
Contractsp. 56
Tortsp. 56
Unintentional Tortsp. 58
Criminal Lawp. 58
Controlled Substancesp. 58
Notification of Communicable Diseases, Injuries, and Abusep. 59
Statute of Limitations Lawp. 61
Professional Liabilityp. 61
Patient Filesp. 61
Records and Documentationp. 61
Separation of Filesp. 62
Patient Consentp. 62
Types of Consentp. 62
Who Can Give Consent?p. 63
Exceptions to Consent Requirementsp. 63
Communicating with Patients, Physicians, and Staffp. 67
Understanding Communicationp. 68
Three Ways to Send a Messagep. 68
Communication Modes in Practicep. 70
The Communication Processp. 70
Stress: A Barrier to Communicationp. 71
Understanding Patient Diversity and Its Effect on Communicationp. 73
Agep. 74
Genderp. 74
Economic Statusp. 75
Disabilityp. 75
Language and Culturep. 76
Avoiding Prejudice in the Medical Officep. 78
Building Strong Communication Skills and Techniquesp. 79
Active Listeningp. 79
Questioningp. 80
Assertivenessp. 80
Timingp. 81
Feedback and Observationp. 81
Precise Writingp. 81
Communicating Effectively with Customersp. 82
Communicating with Patients and Their Familiesp. 82
Communicating with Internal Customers: Physicians, Nurses, and Other Coworkersp. 83
Communicating with External Customersp. 85
Scanning the Future: Emerging Trendsp. 89
Explosive Changes in Modern Medicinep. 90
Conquered Diseases of the Twentieth Centuryp. 90
Emerging Threats: New Viruses and Resistant Diseasesp. 90
Emerging Technologiesp. 91
Surgical Technologiesp. 91
Diagnostic Technologiesp. 92
New Research and Treatment Modalitiesp. 92
Genetic Researchp. 92
Brain Researchp. 93
Cancer Researchp. 93
Drugs and Vaccinesp. 94
Ethics and Social Policiesp. 94
The Rise of Alternative Therapies and Holistic Methods of Healingp. 94
Alternative Medical Systemsp. 96
Traditional Chinese Medicine: Acupuncture and Acupressurep. 96
Ayurvedap. 97
Homeopathic Medicinep. 97
Naturopathic Medicinep. 98
Environmental Medicinep. 98
Light Therapiesp. 98
Mind-Body Medicinep. 99
Meditationp. 99
Hypnosisp. 99
Yogap. 100
Guided Imageryp. 100
Music Therapyp. 100
Prayer and Mental Healingp. 100
T'ai Chi Ch'uanp. 100
Art Therapyp. 101
Biofield and Bioelectromagneticsp. 101
Electromagnetic Therapyp. 101
Magnet Therapyp. 101
Manipulative and Body-Based Systemsp. 101
Osteopathic Medicinep. 102
Chiropractic Therapyp. 102
Reflexologyp. 102
Therapeutic Massagep. 103
Therapeutic Touchp. 103
Biologically-Based Therapiesp. 103
Herbal Remediesp. 103
Apitherapyp. 104
Aromatherapyp. 104
Lifestyle and Disease Preventionp. 105
Administrative Procedures: Systems and Solutionsp. 108
Managing Administrative Proceduresp. 111
Managing the Administrative Workspace and Reception Areap. 112
Administrative Workspacep. 112
Reception Areap. 112
Keeping the Area Cleanp. 112
Reception Area Decorp. 113
Opening the Medical Officep. 113
Opening the Medical Officep. 114
Closing the Medical Officep. 113
Closing the Medical Officep. 114
Managing Office Securityp. 115
Limiting Accessp. 115
Office Security Systemsp. 115
Emergency Plansp. 115
Managing Office Equipmentp. 116
Adding Machines and Calculatorsp. 116
Transcription Equipmentp. 116
Paper Shreddersp. 117
Microfilm and Microfichep. 117
Photocopiersp. 117
Using a Photocopierp. 118
Fax Machinesp. 117
Using a Fax Machinep. 118
Buying Equipment for the Medical Officep. 118
The Decision-Making Processp. 119
Warrantiesp. 119
Leasing vs. Buying Equipmentp. 119
Buying a Computer Systemp. 119
Maintaining the Equipmentp. 120
Equipment Inventoriesp. 120
Equipment Service Contractsp. 120
Using Computers to Process Informationp. 120
Types of Computersp. 121
Mainframep. 121
Minicomputerp. 121
Microcomputerp. 121
Computer Hardwarep. 121
Input Devicesp. 121
Processing Devicesp. 122
Storage Devicesp. 122
Output Devicesp. 123
Softwarep. 124
Word Processing Softwarep. 124
Desktop Publishing Softwarep. 124
Spreadsheet Programsp. 125
Database Programsp. 125
Presentation Programsp. 125
Virus Protection and Security Softwarep. 125
Integrated Softwarep. 125
Computer Networksp. 125
Local Area Networksp. 125
Wide Area Networksp. 126
Special Uses of the Computer in the Medical Officep. 126
Creating Form Letters and Other Templatesp. 126
Communicating via E-Mail and Faxp. 126
Researching via the Internetp. 126
Sharing Medical Recordsp. 126
Submitting Claimsp. 127
Managing the Computerp. 127
Managing the Hard Drivep. 127
Organizing Filesp. 127
Backing Up Filesp. 128
Understanding Ergonomicsp. 128
Overseeing Supplies for the Medical Officep. 129
Identifying Necessary Suppliesp. 129
Establishing a Supply Tracking Systemp. 129
Ordering Suppliesp. 130
Receiving and Storing Suppliesp. 130
Storing Drugsp. 131
Selecting Sources for Supplies and Servicesp. 131
Vendorsp. 131
Sales Representativesp. 132
Catalogsp. 132
Outside Service Providersp. 132
Negotiating Prices and Contractsp. 132
Evaluating Servicesp. 133
Managing Communications: Telephones, Mail, and Correspondencep. 137
Planning Telephone Systemsp. 138
Basic Telephone Features and Optionsp. 138
Call Forwardingp. 138
Voice Mailp. 138
Caller IDp. 138
Phone Linesp. 138
Systems to Direct Incoming Callsp. 138
Call-directorp. 138
Switchboardp. 138
Automated Routing Unitp. 139
Systems for Answering Calls after Hoursp. 139
Answering Machinesp. 139
Answering Servicesp. 139
Combined Systemsp. 139
Other Telephone Technologyp. 140
Cellular Phonesp. 140
Pagersp. 140
Evaluating Phone Systems and Communication Technologyp. 140
Managing Telephone Communicationsp. 140
Telephone Techniquesp. 141
Telephone Preparednessp. 141
Your Telephone Voicep. 141
Telephone Courtesyp. 141
Taking Messagesp. 142
Taking a Phone Messagep. 143
Transferring Callsp. 143
Conference Callsp. 144
Time Zonesp. 144
Telephone Policiesp. 144
Emergency Callsp. 144
Issues of Confidentialityp. 145
Personal Callsp. 146
Calls from Pharmaceutical Salespersonsp. 146
Calls from Other Healthcare Professionalsp. 146
Calls from Attorneysp. 146
Managing Incoming Callsp. 146
Medical Advicep. 146
Prescription Refillsp. 147
Progress Reports and Test Resultsp. 147
Complaintsp. 147
Billing and Insurance Questionsp. 148
Managing Outgoing Callsp. 148
Scheduling Admissions or Testsp. 148
Requesting Home Care Servicesp. 149
Ordering Medical Equipmentp. 149
Managing Postal Correspondencep. 150
Incoming Mailp. 150
Sorting Mailp. 150
The Mail Logp. 150
Distributing Mailp. 150
Handling Incoming Mailp. 152
Physician's Personal Mailp. 151
Product and Drug Samplesp. 151
Outgoing Mailp. 151
U.S. Postal Service (USPS)p. 154
Delivery Servicesp. 155
Fax Messagesp. 156
E-Mailp. 157
Preparing Documents and Correspondencep. 157
Elements of the Business Letterp. 157
The Headingp. 157
The Openingp. 157
The Bodyp. 158
The Closingp. 158
The Letter Formatp. 158
Memosp. 158
Form Lettersp. 160
Guidelines for Writing Quality Correspondencep. 160
Composing the Documentp. 160
Editingp. 161
Printing the Final Documentp. 161
Creating a Documentp. 162
References for Quality Correspondencep. 161
Scheduling Appointments and Managing Timep. 165
Appointment Tools and Scheduling Methodsp. 166
Appointment Scheduling Systemsp. 166
Appointment Booksp. 166
Computerized Scheduling Programsp. 166
Scheduling Methodsp. 167
Stream Schedulingp. 167
Wave Schedulingp. 168
Modified Wave Schedulingp. 168
Double-Bookingp. 168
Cluster Schedulingp. 168
Advance Schedulingp. 168
Combination Schedulingp. 168
Evaluating the Scheduling Systemp. 168
Conducting a Time Studyp. 169
Developing the Scheduling Matrix and Scheduling Appointmentsp. 170
Establishing a Scheduling Matrixp. 171
Establishing Office Days and Hoursp. 170
Scheduling an Appointmentp. 171
Marking Appointments on the Scheduling Matrixp. 170
Determining Patient Statusp. 171
New Patientsp. 171
Established Patientsp. 172
Defining Appointment Typep. 172
Emergenciesp. 172
Follow-Upsp. 173
Time-Specific Appointmentsp. 173
Referralsp. 173
Scheduling Time with Other Healthcare Professionalsp. 173
Scheduling Sales Representativesp. 173
Maintaining the Appointment Schedule with Appointment Remindersp. 174
Appointment Cardsp. 174
Mail Remindersp. 174
Phone Remindersp. 174
Responding to Scheduling Conflictsp. 174
Scheduling Walk-Ins and Last-Minute Callers Requesting Appointmentsp. 175
Managing Late Arrivalsp. 175
Taking Advantage of Cancellationsp. 175
Handling No-Showsp. 175
Dealing with Physician Considerationsp. 176
Recognizing and Resolving Overbooking and Underbookingp. 176
Scheduling Special Circumstancesp. 176
Making Travel Arrangementsp. 176
Meetings, Speaking Engagements, and Conferencesp. 177
Managing Medical Recordsp. 179
The Purpose of Medical Recordsp. 180
Evaluating the Patient's Condition and Monitoring Carep. 180
Communication among Healthcare Professionalsp. 180
Legal Documentationp. 180
Quality Assurancep. 180
Education and Researchp. 181
Components of a Medical Recordp. 181
The Patient Data Sheetp. 182
The Medical History and Physical Examinationp. 182
Lab Reports, Consultations, and Test Resultsp. 182
Diagnoses and Treatment Plansp. 182
Reports from Other Physicians and Healthcare Institutionsp. 182
Progress Notesp. 182
Prescriptions, House Calls, and Telephone Callsp. 183
Medication Administrationp. 183
Correspondencep. 183
Patient Teachingp. 183
Types of Medical Recordsp. 183
Hospital Recordsp. 183
Hospice Care Recordsp. 184
Home Healthcare Recordsp. 184
Rehabilitation Facilities Recordsp. 184
Mental Health Facilities Recordsp. 184
Medical Record Formatsp. 184
The Narrative Format, or Source-Oriented Medical Record (SOMR)p. 184
The Problem-Oriented Medical Record (POMR)p. 184
Maintaining Medical Records and Other Filesp. 185
Assembling a New Chartp. 185
Making Entriesp. 185
Correcting Errorsp. 185
Retaining and Protecting Filesp. 186
Classifying Filesp. 186
Developing a Retention Schedulep. 186
Preserving and Protecting Recordsp. 186
Long-Term Storage of Filesp. 187
Filing Equipmentp. 187
File Storage Unitsp. 187
Labelsp. 187
Guidesp. 188
Foldersp. 188
Filing Proceduresp. 188
Filing Documentsp. 188
Alphabetical Orderp. 188
Numerical Orderp. 189
Filing by Subject Matterp. 189
Color Codingp. 189
Tickler Filesp. 190
Cross Referencingp. 190
Finding Lost Filesp. 190
Legal and Ethical Issuesp. 190
Confidentialityp. 191
The Release Formp. 191
Faxed Informationp. 192
Financial Recordsp. 192
Closing a Medical Practicep. 192
Transcribing Medical Recordsp. 192
Transcribing a Documentp. 193
Transcription Skillsp. 193
Transcription Equipment and Suppliesp. 193
Typical Medical Transcription Workp. 195
History and Physicalp. 195
Progress Notesp. 195
Operative Reportsp. 195
Consultation Reportsp. 195
Laboratory, Pathology, and Radiology Reportsp. 195
Discharge Summariesp. 195
Letters, Memos, and Other Correspondencep. 195
Understanding the Vocabulary of Medical Recordsp. 196
The Construction of Medical Termsp. 196
Forming Pluralsp. 196
Symbols and Abbreviationsp. 196
Handling Accounting Responsibilitiesp. 201
Basic Accounting Principlesp. 202
Record-Keepingp. 202
Cash Versus Accrual Accountingp. 202
The Accounting Equationp. 202
Organizing the Transactionsp. 203
The Accounting Cyclep. 205
Analyzing Transactions from Source Documentsp. 205
Recording Transactions in a Journal: Day Sheetp. 205
Post from the Journal to the Ledger: Patient Ledger Cardsp. 207
Integrated Systemsp. 207
Summary Reportsp. 207
Bookkeeping Systemsp. 209
Double-Entry Bookkeepingp. 209
Single-Entry Bookkeepingp. 209
Computerized Accounting Systemsp. 209
Accounts Receivable and Payablep. 209
Patient Accountsp. 210
Handling Accounts Receivablep. 210
Practice Maintenance Accountsp. 210
Handling Accounts Payablep. 211
Payrollp. 211
Employee Earningsp. 211
Taxesp. 212
Federal Withholding Taxesp. 212
Social Security and Medicare Taxesp. 212
State Withholding Taxesp. 212
Unemployment Taxesp. 214
Optional Deductionsp. 214
Worker's Compensationp. 214
Depositing Withholding Taxesp. 214
Wage and Tax Formsp. 215
Transmittal of Wage and Tax Statementsp. 216
Managing Payroll Responsibilitiesp. 217
Bankingp. 216
Checksp. 216
Receiving Checksp. 216
Receiving Checksp. 218
Writing Checksp. 217
Writing a Checkp. 219
Depositsp. 217
Reconciling Bank Statementsp. 220
Reconciling a Bank Statementp. 220
Petty Cashp. 221
Billing and Collecting Paymentsp. 225
Payment Policiesp. 226
Chargesp. 226
Payment Optionsp. 228
Credit and Collection Policiesp. 229
Billingp. 231
Billing Schedulep. 231
Format and Preparationp. 231
Preparing a Ledger Card/Billing Statementp. 233
Billing a Third Partyp. 233
Collecting Delinquent Accountsp. 233
Patient Informationp. 233
Aging Accountsp. 235
Preparing an Aging Accounts Reportp. 236
Collection Planp. 235
Consumer Protection Lawsp. 235
Collection Phone Callsp. 237
Making a Collection Phone Callp. 237
Collection Lettersp. 238
Collection Agenciesp. 238
Small Claims Courtp. 238
Special Collection Problemsp. 238
Bankruptcyp. 238
Deceased Patientp. 240
Skipsp. 240
Processing Insurance Claimsp. 243
A History of Health Insurance and Key Terminologyp. 244
Health Insurance Optionsp. 245
Types of Healthcare Plansp. 245
Blue Cross/Blue Shieldp. 245
Health Maintenance Organization (HMO)p. 246
Preferred Provider Organizationp. 247
Indemnity Health Insurancep. 247
Medicarep. 247
Medicaidp. 249
Medigapp. 250
Champus/Tricare/Champvap. 250
Worker's Compensation Insurancep. 250
Billing Requirementsp. 251
Patient Informationp. 251
Insurance Provider Informationp. 251
Permission to Release Informationp. 254
Codingp. 254
Procedure Codesp. 255
Diagnosis Codesp. 256
Claims Processing and Understanding Claims for Reviewp. 257
Universal Claim Formp. 257
Completing Form HCFA-1500p. 259
Payment Processingp. 262
Delinquent Claimsp. 263
Processing Insurance Claimsp. 263
Business and Professional Insurancep. 264
Supervising the Front Officep. 269
Modeling the Qualities of an Efficient Office Managerp. 270
Organizational Skillsp. 270
Leadership Skillsp. 271
Interpersonal Skillsp. 271
Understanding Management Duties and Responsibilitiesp. 272
Financial Responsibilitiesp. 272
Public Relations and Marketingp. 273
Marketing Plans and Documentsp. 274
Seminars and Presentationsp. 274
Information Sheets and Brochuresp. 274
Press Releases and Newslettersp. 274
Special Eventsp. 275
Personnel Managementp. 275
Managerial Tasksp. 275
Establishing a Work Schedulep. 275
Communicating with the Staffp. 275
Keeping Personnel Recordsp. 276
Building a Teamp. 276
Empowering the Team to Find Solutionsp. 277
Conducting a Team Brainstorming Sessionp. 278
Conducting Staff Meetingsp. 278
Providing Motivation and Recognitionp. 279
Developing Policies and Proceduresp. 280
Policy Manualp. 280
Procedure Manualp. 280
Hiring and Reviewing Employeesp. 280
Preparing Job Descriptionsp. 281
Recruitingp. 281
Recruiting an Employeep. 282
Screening and Interviewing Applicantsp. 281
Orienting and Training New Employeesp. 284
Orientation Processp. 284
Orienting a New Employeep. 284
Ongoing Supervisionp. 284
Mentoringp. 284
Evaluating Employeesp. 286
Methods of Assessing Performancep. 286
Managing Performance Problemsp. 286
Assessing Job Performance and Promotional Opportunitiesp. 286
Promoting Educational Opportunitiesp. 287
Medical Office Employee Education Plansp. 287
Continuing Education Opportunities and Benefitsp. 287
Professional Medical Associationsp. 288
Managing the Clinical Environmentp. 291
Examination Suite: Managing the Back Officep. 292
Examination Roomsp. 292
Consultation Areap. 292
Laboratory Areap. 293
Diagnostic Areasp. 294
Bathroomsp. 294
Safety and Assurance Responsibilities for the Medical Assistantp. 294
The Importance of Handwashingp. 295
Washing Hands (Medical Asepsis)p. 296
Surface Disinfectingp. 295
Disinfecting Surfacesp. 297
Waste Disposalp. 298
Physical Hazardsp. 298
The Examination Roomp. 299
Understanding the Patient's Needsp. 299
Privacyp. 299
Decorp. 299
Educational Materialsp. 300
Temperaturep. 300
Accommodating Disabilitiesp. 300
Assisting the Physicianp. 301
Preparing the Examination Roomp. 302
Equipmentp. 302
Ventilationp. 302
Laundry and Disposable Materialp. 303
Medical Language Handbookp. 305
Anatomy Handbookp. 311
Standard and Universal Precautionsp. 318
Self-Checkp. 320
Glossaryp. 326
Referencesp. 360
Indexp. 364
Table of Contents provided by Syndetics. All Rights Reserved.