Medical Assisting : A Commitment to Service: Administrative Competencies

Name: Medical Assisting : A Commitment to Service: Administrative Competencies
Price: 18.28 USD
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ISBN: 9780763813253

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 Care	p. 2
Choosing a Career as a Medical Assistant	p. 5
The Medical Assistant's Role in the Dynamic Medical Office	p. 6
Promoting Healing of the Whole Person	p. 6
Providing Exceptional Customer Service	p. 7
Educating Patients	p. 9
Managing Patient Care	p. 9
Assuring Safe and Reliable Patient Care	p. 9
The Multiskilled Medical Assistant	p. 10
The Role Delineation and Job Task Analysis Studies	p. 11
Professional Attributes of the Medical Assistant	p. 14
Project a Professional Manner and Image	p. 14
Adhere to Ethical Principles and Maintain Confidentiality	p. 14
Demonstrate Initiative and Positive, Responsible Attitudes	p. 14
Work as a Team Member	p. 15
Manage Time Effectively	p. 15
Prioritize and Perform Multiple Tasks	p. 15
Adapt to Change	p. 15
Promote Professional Credentialing	p. 15
Conduct Work within the Scope of Your Education and Enhance Skills Through Continuing Education	p. 15
Personal Attributes of the Medical Assistant	p. 16
Empathy	p. 16
Diplomacy	p. 16
Reliability	p. 16
Courtesy	p. 17
Positive Attitude	p. 17
Professional Appearance	p. 17
The Development of the Medical Assisting Profession	p. 18
The Need for Self-Directed, Continual Learning	p. 20
Education and Credentials of Medical Assistants and Healthcare Professionals	p. 20
Accreditation of Educational Programs	p. 21
Credentials for Healthcare Practitioners	p. 21
Licensure	p. 22
Certification	p. 22
Renewing Credentials	p. 23
Professional Organizations and Continuing Education	p. 23
The Internet as a Healthcare Resource	p. 24
Quality Medical Internet Sites	p. 24
Finding Information on the Web	p. 24
Evaluating Websites	p. 26
Discussion Forums and Chat Lines	p. 26
Working in Today's Healthcare Environment	p. 29
The Changing Face of the Patient Population	p. 30
A Team Approach to Healthcare in the Managed Care Environment	p. 31
The Departmental and Interdisciplinary Healthcare Teams	p. 32
Collaboration and Coordination of the Healthcare Team	p. 35
The Medical Assistant's Link in the Healthcare Team	p. 36
Healthcare Delivery Settings	p. 37
Ambulatory Care	p. 38
Primary Care	p. 38
Outpatient Surgery	p. 39
Emergency Centers	p. 39
Specialized Testing Facilities	p. 39
Other Ambulatory Care Services	p. 39
Acute Care	p. 40
Subacute Care	p. 41
Long-Term Care	p. 41
Home Care	p. 41
Nursing Home Care	p. 42
Adult Day Care	p. 42
Hospice Care	p. 42
Assisted Living Facilities	p. 42
Public Health Services	p. 42
Health Insurance Plans in the United States	p. 44
Managed Care Plans	p. 44
Government-Sponsored Plans	p. 45
Individual and Group Insurance Plans	p. 46
Helping Patients Choose a Health Plan	p. 46
Understanding Legal and Ethical Issues	p. 49
Ethics, Morals, and the Law	p. 50
Medical Ethics and Bioethics	p. 50
Patient Self-Determination Act	p. 51
Living Will	p. 51
Durable Power of Attorney for Healthcare and Healthcare Proxy	p. 51
Organ Donation	p. 51
The Medical Assistant's Legal Responsibilities	p. 53
Etiquette	p. 54
Confidentiality	p. 54
Public Duties	p. 55
Media	p. 55
Reporting of Vital Statistics	p. 55
Statutory Law	p. 55
Civil Law	p. 55
Contracts	p. 56
Torts	p. 56
Unintentional Torts	p. 58
Criminal Law	p. 58
Controlled Substances	p. 58
Notification of Communicable Diseases, Injuries, and Abuse	p. 59
Statute of Limitations Law	p. 61
Professional Liability	p. 61
Patient Files	p. 61
Records and Documentation	p. 61
Separation of Files	p. 62
Patient Consent	p. 62
Types of Consent	p. 62
Who Can Give Consent?	p. 63
Exceptions to Consent Requirements	p. 63
Communicating with Patients, Physicians, and Staff	p. 67
Understanding Communication	p. 68
Three Ways to Send a Message	p. 68
Communication Modes in Practice	p. 70
The Communication Process	p. 70
Stress: A Barrier to Communication	p. 71
Understanding Patient Diversity and Its Effect on Communication	p. 73
Age	p. 74
Gender	p. 74
Economic Status	p. 75
Disability	p. 75
Language and Culture	p. 76
Avoiding Prejudice in the Medical Office	p. 78
Building Strong Communication Skills and Techniques	p. 79
Active Listening	p. 79
Questioning	p. 80
Assertiveness	p. 80
Timing	p. 81
Feedback and Observation	p. 81
Precise Writing	p. 81
Communicating Effectively with Customers	p. 82
Communicating with Patients and Their Families	p. 82
Communicating with Internal Customers: Physicians, Nurses, and Other Coworkers	p. 83
Communicating with External Customers	p. 85
Scanning the Future: Emerging Trends	p. 89
Explosive Changes in Modern Medicine	p. 90
Conquered Diseases of the Twentieth Century	p. 90
Emerging Threats: New Viruses and Resistant Diseases	p. 90
Emerging Technologies	p. 91
Surgical Technologies	p. 91
Diagnostic Technologies	p. 92
New Research and Treatment Modalities	p. 92
Genetic Research	p. 92
Brain Research	p. 93
Cancer Research	p. 93
Drugs and Vaccines	p. 94
Ethics and Social Policies	p. 94
The Rise of Alternative Therapies and Holistic Methods of Healing	p. 94
Alternative Medical Systems	p. 96
Traditional Chinese Medicine: Acupuncture and Acupressure	p. 96
Ayurveda	p. 97
Homeopathic Medicine	p. 97
Naturopathic Medicine	p. 98
Environmental Medicine	p. 98
Light Therapies	p. 98
Mind-Body Medicine	p. 99
Meditation	p. 99
Hypnosis	p. 99
Yoga	p. 100
Guided Imagery	p. 100
Music Therapy	p. 100
Prayer and Mental Healing	p. 100
T'ai Chi Ch'uan	p. 100
Art Therapy	p. 101
Biofield and Bioelectromagnetics	p. 101
Electromagnetic Therapy	p. 101
Magnet Therapy	p. 101
Manipulative and Body-Based Systems	p. 101
Osteopathic Medicine	p. 102
Chiropractic Therapy	p. 102
Reflexology	p. 102
Therapeutic Massage	p. 103
Therapeutic Touch	p. 103
Biologically-Based Therapies	p. 103
Herbal Remedies	p. 103
Apitherapy	p. 104
Aromatherapy	p. 104
Lifestyle and Disease Prevention	p. 105
Administrative Procedures: Systems and Solutions	p. 108
Managing Administrative Procedures	p. 111
Managing the Administrative Workspace and Reception Area	p. 112
Administrative Workspace	p. 112
Reception Area	p. 112
Keeping the Area Clean	p. 112
Reception Area Decor	p. 113
Opening the Medical Office	p. 113
Opening the Medical Office	p. 114
Closing the Medical Office	p. 113
Closing the Medical Office	p. 114
Managing Office Security	p. 115
Limiting Access	p. 115
Office Security Systems	p. 115
Emergency Plans	p. 115
Managing Office Equipment	p. 116
Adding Machines and Calculators	p. 116
Transcription Equipment	p. 116
Paper Shredders	p. 117
Microfilm and Microfiche	p. 117
Photocopiers	p. 117
Using a Photocopier	p. 118
Fax Machines	p. 117
Using a Fax Machine	p. 118
Buying Equipment for the Medical Office	p. 118
The Decision-Making Process	p. 119
Warranties	p. 119
Leasing vs. Buying Equipment	p. 119
Buying a Computer System	p. 119
Maintaining the Equipment	p. 120
Equipment Inventories	p. 120
Equipment Service Contracts	p. 120
Using Computers to Process Information	p. 120
Types of Computers	p. 121
Mainframe	p. 121
Minicomputer	p. 121
Microcomputer	p. 121
Computer Hardware	p. 121
Input Devices	p. 121
Processing Devices	p. 122
Storage Devices	p. 122
Output Devices	p. 123
Software	p. 124
Word Processing Software	p. 124
Desktop Publishing Software	p. 124
Spreadsheet Programs	p. 125
Database Programs	p. 125
Presentation Programs	p. 125
Virus Protection and Security Software	p. 125
Integrated Software	p. 125
Computer Networks	p. 125
Local Area Networks	p. 125
Wide Area Networks	p. 126
Special Uses of the Computer in the Medical Office	p. 126
Creating Form Letters and Other Templates	p. 126
Communicating via E-Mail and Fax	p. 126
Researching via the Internet	p. 126
Sharing Medical Records	p. 126
Submitting Claims	p. 127
Managing the Computer	p. 127
Managing the Hard Drive	p. 127
Organizing Files	p. 127
Backing Up Files	p. 128
Understanding Ergonomics	p. 128
Overseeing Supplies for the Medical Office	p. 129
Identifying Necessary Supplies	p. 129
Establishing a Supply Tracking System	p. 129
Ordering Supplies	p. 130
Receiving and Storing Supplies	p. 130
Storing Drugs	p. 131
Selecting Sources for Supplies and Services	p. 131
Vendors	p. 131
Sales Representatives	p. 132
Catalogs	p. 132
Outside Service Providers	p. 132
Negotiating Prices and Contracts	p. 132
Evaluating Services	p. 133
Managing Communications: Telephones, Mail, and Correspondence	p. 137
Planning Telephone Systems	p. 138
Basic Telephone Features and Options	p. 138
Call Forwarding	p. 138
Voice Mail	p. 138
Caller ID	p. 138
Phone Lines	p. 138
Systems to Direct Incoming Calls	p. 138
Call-director	p. 138
Switchboard	p. 138
Automated Routing Unit	p. 139
Systems for Answering Calls after Hours	p. 139
Answering Machines	p. 139
Answering Services	p. 139
Combined Systems	p. 139
Other Telephone Technology	p. 140
Cellular Phones	p. 140
Pagers	p. 140
Evaluating Phone Systems and Communication Technology	p. 140
Managing Telephone Communications	p. 140
Telephone Techniques	p. 141
Telephone Preparedness	p. 141
Your Telephone Voice	p. 141
Telephone Courtesy	p. 141
Taking Messages	p. 142
Taking a Phone Message	p. 143
Transferring Calls	p. 143
Conference Calls	p. 144
Time Zones	p. 144
Telephone Policies	p. 144
Emergency Calls	p. 144
Issues of Confidentiality	p. 145
Personal Calls	p. 146
Calls from Pharmaceutical Salespersons	p. 146
Calls from Other Healthcare Professionals	p. 146
Calls from Attorneys	p. 146
Managing Incoming Calls	p. 146
Medical Advice	p. 146
Prescription Refills	p. 147
Progress Reports and Test Results	p. 147
Complaints	p. 147
Billing and Insurance Questions	p. 148
Managing Outgoing Calls	p. 148
Scheduling Admissions or Tests	p. 148
Requesting Home Care Services	p. 149
Ordering Medical Equipment	p. 149
Managing Postal Correspondence	p. 150
Incoming Mail	p. 150
Sorting Mail	p. 150
The Mail Log	p. 150
Distributing Mail	p. 150
Handling Incoming Mail	p. 152
Physician's Personal Mail	p. 151
Product and Drug Samples	p. 151
Outgoing Mail	p. 151
U.S. Postal Service (USPS)	p. 154
Delivery Services	p. 155
Fax Messages	p. 156
E-Mail	p. 157
Preparing Documents and Correspondence	p. 157
Elements of the Business Letter	p. 157
The Heading	p. 157
The Opening	p. 157
The Body	p. 158
The Closing	p. 158
The Letter Format	p. 158
Memos	p. 158
Form Letters	p. 160
Guidelines for Writing Quality Correspondence	p. 160
Composing the Document	p. 160
Editing	p. 161
Printing the Final Document	p. 161
Creating a Document	p. 162
References for Quality Correspondence	p. 161
Scheduling Appointments and Managing Time	p. 165
Appointment Tools and Scheduling Methods	p. 166
Appointment Scheduling Systems	p. 166
Appointment Books	p. 166
Computerized Scheduling Programs	p. 166
Scheduling Methods	p. 167
Stream Scheduling	p. 167
Wave Scheduling	p. 168
Modified Wave Scheduling	p. 168
Double-Booking	p. 168
Cluster Scheduling	p. 168
Advance Scheduling	p. 168
Combination Scheduling	p. 168
Evaluating the Scheduling System	p. 168
Conducting a Time Study	p. 169
Developing the Scheduling Matrix and Scheduling Appointments	p. 170
Establishing a Scheduling Matrix	p. 171
Establishing Office Days and Hours	p. 170
Scheduling an Appointment	p. 171
Marking Appointments on the Scheduling Matrix	p. 170
Determining Patient Status	p. 171
New Patients	p. 171
Established Patients	p. 172
Defining Appointment Type	p. 172
Emergencies	p. 172
Follow-Ups	p. 173
Time-Specific Appointments	p. 173
Referrals	p. 173
Scheduling Time with Other Healthcare Professionals	p. 173
Scheduling Sales Representatives	p. 173
Maintaining the Appointment Schedule with Appointment Reminders	p. 174
Appointment Cards	p. 174
Mail Reminders	p. 174
Phone Reminders	p. 174
Responding to Scheduling Conflicts	p. 174
Scheduling Walk-Ins and Last-Minute Callers Requesting Appointments	p. 175
Managing Late Arrivals	p. 175
Taking Advantage of Cancellations	p. 175
Handling No-Shows	p. 175
Dealing with Physician Considerations	p. 176
Recognizing and Resolving Overbooking and Underbooking	p. 176
Scheduling Special Circumstances	p. 176
Making Travel Arrangements	p. 176
Meetings, Speaking Engagements, and Conferences	p. 177
Managing Medical Records	p. 179
The Purpose of Medical Records	p. 180
Evaluating the Patient's Condition and Monitoring Care	p. 180
Communication among Healthcare Professionals	p. 180
Legal Documentation	p. 180
Quality Assurance	p. 180
Education and Research	p. 181
Components of a Medical Record	p. 181
The Patient Data Sheet	p. 182
The Medical History and Physical Examination	p. 182
Lab Reports, Consultations, and Test Results	p. 182
Diagnoses and Treatment Plans	p. 182
Reports from Other Physicians and Healthcare Institutions	p. 182
Progress Notes	p. 182
Prescriptions, House Calls, and Telephone Calls	p. 183
Medication Administration	p. 183
Correspondence	p. 183
Patient Teaching	p. 183
Types of Medical Records	p. 183
Hospital Records	p. 183
Hospice Care Records	p. 184
Home Healthcare Records	p. 184
Rehabilitation Facilities Records	p. 184
Mental Health Facilities Records	p. 184
Medical Record Formats	p. 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 Files	p. 185
Assembling a New Chart	p. 185
Making Entries	p. 185
Correcting Errors	p. 185
Retaining and Protecting Files	p. 186
Classifying Files	p. 186
Developing a Retention Schedule	p. 186
Preserving and Protecting Records	p. 186
Long-Term Storage of Files	p. 187
Filing Equipment	p. 187
File Storage Units	p. 187
Labels	p. 187
Guides	p. 188
Folders	p. 188
Filing Procedures	p. 188
Filing Documents	p. 188
Alphabetical Order	p. 188
Numerical Order	p. 189
Filing by Subject Matter	p. 189
Color Coding	p. 189
Tickler Files	p. 190
Cross Referencing	p. 190
Finding Lost Files	p. 190
Legal and Ethical Issues	p. 190
Confidentiality	p. 191
The Release Form	p. 191
Faxed Information	p. 192
Financial Records	p. 192
Closing a Medical Practice	p. 192
Transcribing Medical Records	p. 192
Transcribing a Document	p. 193
Transcription Skills	p. 193
Transcription Equipment and Supplies	p. 193
Typical Medical Transcription Work	p. 195
History and Physical	p. 195
Progress Notes	p. 195
Operative Reports	p. 195
Consultation Reports	p. 195
Laboratory, Pathology, and Radiology Reports	p. 195
Discharge Summaries	p. 195
Letters, Memos, and Other Correspondence	p. 195
Understanding the Vocabulary of Medical Records	p. 196
The Construction of Medical Terms	p. 196
Forming Plurals	p. 196
Symbols and Abbreviations	p. 196
Handling Accounting Responsibilities	p. 201
Basic Accounting Principles	p. 202
Record-Keeping	p. 202
Cash Versus Accrual Accounting	p. 202
The Accounting Equation	p. 202
Organizing the Transactions	p. 203
The Accounting Cycle	p. 205
Analyzing Transactions from Source Documents	p. 205
Recording Transactions in a Journal: Day Sheet	p. 205
Post from the Journal to the Ledger: Patient Ledger Cards	p. 207
Integrated Systems	p. 207
Summary Reports	p. 207
Bookkeeping Systems	p. 209
Double-Entry Bookkeeping	p. 209
Single-Entry Bookkeeping	p. 209
Computerized Accounting Systems	p. 209
Accounts Receivable and Payable	p. 209
Patient Accounts	p. 210
Handling Accounts Receivable	p. 210
Practice Maintenance Accounts	p. 210
Handling Accounts Payable	p. 211
Payroll	p. 211
Employee Earnings	p. 211
Taxes	p. 212
Federal Withholding Taxes	p. 212
Social Security and Medicare Taxes	p. 212
State Withholding Taxes	p. 212
Unemployment Taxes	p. 214
Optional Deductions	p. 214
Worker's Compensation	p. 214
Depositing Withholding Taxes	p. 214
Wage and Tax Forms	p. 215
Transmittal of Wage and Tax Statements	p. 216
Managing Payroll Responsibilities	p. 217
Banking	p. 216
Checks	p. 216
Receiving Checks	p. 216
Receiving Checks	p. 218
Writing Checks	p. 217
Writing a Check	p. 219
Deposits	p. 217
Reconciling Bank Statements	p. 220
Reconciling a Bank Statement	p. 220
Petty Cash	p. 221
Billing and Collecting Payments	p. 225
Payment Policies	p. 226
Charges	p. 226
Payment Options	p. 228
Credit and Collection Policies	p. 229
Billing	p. 231
Billing Schedule	p. 231
Format and Preparation	p. 231
Preparing a Ledger Card/Billing Statement	p. 233
Billing a Third Party	p. 233
Collecting Delinquent Accounts	p. 233
Patient Information	p. 233
Aging Accounts	p. 235
Preparing an Aging Accounts Report	p. 236
Collection Plan	p. 235
Consumer Protection Laws	p. 235
Collection Phone Calls	p. 237
Making a Collection Phone Call	p. 237
Collection Letters	p. 238
Collection Agencies	p. 238
Small Claims Court	p. 238
Special Collection Problems	p. 238
Bankruptcy	p. 238
Deceased Patient	p. 240
Skips	p. 240
Processing Insurance Claims	p. 243
A History of Health Insurance and Key Terminology	p. 244
Health Insurance Options	p. 245
Types of Healthcare Plans	p. 245
Blue Cross/Blue Shield	p. 245
Health Maintenance Organization (HMO)	p. 246
Preferred Provider Organization	p. 247
Indemnity Health Insurance	p. 247
Medicare	p. 247
Medicaid	p. 249
Medigap	p. 250
Champus/Tricare/Champva	p. 250
Worker's Compensation Insurance	p. 250
Billing Requirements	p. 251
Patient Information	p. 251
Insurance Provider Information	p. 251
Permission to Release Information	p. 254
Coding	p. 254
Procedure Codes	p. 255
Diagnosis Codes	p. 256
Claims Processing and Understanding Claims for Review	p. 257
Universal Claim Form	p. 257
Completing Form HCFA-1500	p. 259
Payment Processing	p. 262
Delinquent Claims	p. 263
Processing Insurance Claims	p. 263
Business and Professional Insurance	p. 264
Supervising the Front Office	p. 269
Modeling the Qualities of an Efficient Office Manager	p. 270
Organizational Skills	p. 270
Leadership Skills	p. 271
Interpersonal Skills	p. 271
Understanding Management Duties and Responsibilities	p. 272
Financial Responsibilities	p. 272
Public Relations and Marketing	p. 273
Marketing Plans and Documents	p. 274
Seminars and Presentations	p. 274
Information Sheets and Brochures	p. 274
Press Releases and Newsletters	p. 274
Special Events	p. 275
Personnel Management	p. 275
Managerial Tasks	p. 275
Establishing a Work Schedule	p. 275
Communicating with the Staff	p. 275
Keeping Personnel Records	p. 276
Building a Team	p. 276
Empowering the Team to Find Solutions	p. 277
Conducting a Team Brainstorming Session	p. 278
Conducting Staff Meetings	p. 278
Providing Motivation and Recognition	p. 279
Developing Policies and Procedures	p. 280
Policy Manual	p. 280
Procedure Manual	p. 280
Hiring and Reviewing Employees	p. 280
Preparing Job Descriptions	p. 281
Recruiting	p. 281
Recruiting an Employee	p. 282
Screening and Interviewing Applicants	p. 281
Orienting and Training New Employees	p. 284
Orientation Process	p. 284
Orienting a New Employee	p. 284
Ongoing Supervision	p. 284
Mentoring	p. 284
Evaluating Employees	p. 286
Methods of Assessing Performance	p. 286
Managing Performance Problems	p. 286
Assessing Job Performance and Promotional Opportunities	p. 286
Promoting Educational Opportunities	p. 287
Medical Office Employee Education Plans	p. 287
Continuing Education Opportunities and Benefits	p. 287
Professional Medical Associations	p. 288
Managing the Clinical Environment	p. 291
Examination Suite: Managing the Back Office	p. 292
Examination Rooms	p. 292
Consultation Area	p. 292
Laboratory Area	p. 293
Diagnostic Areas	p. 294
Bathrooms	p. 294
Safety and Assurance Responsibilities for the Medical Assistant	p. 294
The Importance of Handwashing	p. 295
Washing Hands (Medical Asepsis)	p. 296
Surface Disinfecting	p. 295
Disinfecting Surfaces	p. 297
Waste Disposal	p. 298
Physical Hazards	p. 298
The Examination Room	p. 299
Understanding the Patient's Needs	p. 299
Privacy	p. 299
Decor	p. 299
Educational Materials	p. 300
Temperature	p. 300
Accommodating Disabilities	p. 300
Assisting the Physician	p. 301
Preparing the Examination Room	p. 302
Equipment	p. 302
Ventilation	p. 302
Laundry and Disposable Material	p. 303
Medical Language Handbook	p. 305
Anatomy Handbook	p. 311
Standard and Universal Precautions	p. 318
Self-Check	p. 320
Glossary	p. 326
References	p. 360
Index	p. 364
Table of Contents provided by Syndetics. All Rights Reserved.