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| The Basics of Today's Medical Offices | |
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| Overview | |
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| Goals of a Medical Practice | |
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| The Flow of Work in a Modern Medical Office | |
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| The Most Common Positions on the Medical Office Team | |
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| The Relationship Between Physicians and the Office Administrator | |
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| External Forces Influencing the Practice | |
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| Workbook | |
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| The Application of Classic Management Principles in a Modern Medical Office | |
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| Overview | |
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| The Planning Function of Management | |
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| Utilizing a Balanced Score Card for Strategic Planning | |
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| The Organizing Function of Management | |
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| The Leading or Coaching Function of Management | |
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| The Controlling Function of Management | |
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| The Budget, Both a Controlling and a Planning Tool | |
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| Workbook | |
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| Leading the Medical Office Team | |
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| Overview | |
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| The Game Plan | |
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| Recruiting and Hiring the Right Players | |
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| New Team Member Orientation and Handbook | |
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| Training, Retaining and Motivating a Team of Champions | |
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| Coaching, Corrective Action, and Discipline | |
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| Workbook | |
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| Managing the Team Players | |
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| Overview | |
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| Employment Laws | |
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| The Occupational Safety and Health Act (OSHA) | |
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| Performance Appraisals | |
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| Compensation, Benefits and Payroll | |
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| Workbook | |
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| Managing Third Party Payers | |
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| Overview | |
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| Basic Concepts and Terminology Regarding Third Party Payers | |
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| Medicare and Medicaid | |
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| Commercial Health Insurance | |
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| Managed Care | |
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| Health Reform | |
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| Workbook | |
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| Managing the Revenue Cycle and the Financial Health of the Practice | |
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| Overview | |
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| Patient Registration, Patient Check-in, Clinical Encounter and Check-out | |
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| Correct Coding and Billing | |
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| Claims Generation and Transmittal | |
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| Claims Clearinghouses | |
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| Processing Payments and Coordination of Benefits | |
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| Preparation and Transmittal of Patient Statements | |
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| Collections and Finalizing Payments | |
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| Denial Management, Appeals, Refunds and ERISA | |
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| Managing Additional Financial Aspects of the Practice | |
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| Workbook | |
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| Managing Quality and Performance Improvement | |
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| Overview | |
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| Total Quality Management and Performance Improvement | |
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| Performance Assessment and Improvement Methods and Tools | |
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| Assessment and Improvement of Clinical Performance and Patient Safety | |
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| The Physician Quality Reporting Initiative (PQRI) and Pay for Performance (P4P) | |
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| Assessment and Improvement of Non-Clinical Performance | |
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| Utilization Management from a Quality Perspective | |
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| Risk Management from a Quality Perspective | |
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| Workbook | |
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| Customer Service, Patient Loyalty and Marketing | |
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| Overview | |
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| First Impressions - Telephone Etiquette and Procedures | |
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| Face-to-Face With the Patient | |
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| The Waiting Game | |
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| Patient Education and Follow-Up | |
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| Other Customers - Internal and External | |
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| Measuring Patient Loyalty | |
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| Marketing and Growing the Practice | |
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| Workbook | |
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| Managing the Legal Aspects of Health Information | |
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| Overview | |
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| Compliance with HIPAA | |
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| Compliance with Fraud and Abuse Regulations | |
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| The Red Flag Rule | |
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| The Legally Sound Medical Record | |
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| Workbook | |
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| Managing Health Information Technology | |
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| Overview | |
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| Electronic Health Records | |
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| Integrated Practice Management Systems | |
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| Interoperability: Health Information Organizations and the Nationwide Health Information Network | |
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| Secure Messaging | |
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| Patient Portals | |
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| Workbook | |
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| Managing Non-Routine Physician Tasks, Interacting with other Health Facilities, and Tracking Emerging Trends | |
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| Overview | |
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| Physician Credentialing | |
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| CMS Provider Enrollment, Chain and Ownership System (PECOS) | |
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| Physician Schedules and Events | |
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| Implementing HIPAA Transaction Updates (5010) and ICD-10 | |
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| Workbook | |
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| Appendix: Forms Commonly Used by Medical Office Managers | |
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| Glossary | |