MAS 106 – Medical Office Procedures

OFFICE PROTOCOL		3	0	0
Etiquette	Exhibit proficiency in medical office etiquette.
Opening & closing the facility	Apply appropriate procedures for the beginning and ending of the work day.
Personal qualities	Recognize and identify desirable personal qualities required in an office.
TIME MANAGEMENT		3	1	0
Time management	Define time management.
	Recognize time wasters in the office.
	List ways to eliminate time wasters.
Organization	Develop good work organization habits.
	Demonstrate how to set priorities based on the importance of the activity.
	Plan a schedule and keep a written record of the schedule.
	Explain the purposes of setting deadlines.
	Organize the work station and understand the importance of keeping the work station clean and well organized.
	Maintain and use a tickler file.
APPOINTMENT SCHEDULING		3	5	0
Scheduling systems	Define types of appointment scheduling systems.
	Demonstrate use of manual appointment scheduling.
	Demonstrate computerized appointment scheduling.
Patient scheduling	List guidelines for scheduling both manual and computer appointments for new and established patients.
	Schedule inpatient and outpatient admissions and procedures.
MEDICAL OFFICE EQUIPMENT		3	3	0
Use and maintenance	Operate and perform routine maintenance of administrative equipment safely (fax machines, copiers, printers, postage meters, and credit card processors etc).
	Perform an inventory of administrative supplies and equipment.
	Utilize computer software to maintain office systems.
	Maintain warranty records on office equipment.
MEDICAL REFERENCES		1	0	0
Resource manuals	Identify a variety of reference materials.
	Discuss the importance of finding and keeping updated material.
MAIL SERVICES		2	2	0
Processing	Process outgoing mail.
	Address an envelope using OCR.
	Process incoming mail.
	Identify special services offered by the US Postal Service.
Classifying	List and define the classes of mail.
	Define international mail.
Postage meter	Discuss the use of (or use) a postage meter.
MEDICAL RECORDS		5	6	0
Records management	Establish and maintain a patient record.
	Add information to an established patient’s record.
	Describe the release of information in the medical record following HIPAA guidelines.
Systems	Describe the various filing systems used in the medical office.
Filing procedures	Describe the basic rules for filing.
	List steps for filing medical documentation in patient files.
	Define retention and purging.
Supplies and equipment	Describe and use filing supplies and equipment (out guides, sorting etc).
Electronic medical records	Describe new automated medical records systems that utilize word processing and computer technology.

PROFESSIONAL COMMUNICATION
Verbal communication	Recognize and respond to verbal communication with patients, staff, and other health care personnel.	10	13	0
	Describe therapeutic communication techniques to enhance communication.
	Describe barriers to communication (including cultural differences, disability issues, and age)
Nonverbal communication	Identify common nonverbal communication considerations (appearance, eye contact, space, posture, etc)
	Identify defense mechanisms an individual may use when receiving unpleasant information.
Written communication	Describe the basic types of written communication used in a medical office (memorandums, letters, fax cover sheets, meeting agendas, meeting minutes, travel itineraries, curriculum vitae etc).
	Identify the types and sizes of stationery and the appropriate use of each.
	Identify different letter styles (full block, modified block, semi-block, and simplified),
	Prepare an interoffice memorandum.
	Prepare a fax cover sheet.
	Describe the steps in writing a written report.
	Describe procedures for incoming, outgoing, and filing correspondence
Telephone techniques	Apply the use of proper telephone skills and etiquette when answering the telephone.
	Discuss types of calls and how each type should be handled (Example: triaging and forwarding to other office personnel)
	Follow appropriate techniques and procedures for making local and long distance calls.
	Prepare telephone message forms.
	Identify basic and special services provided by telephone companies.
	Identify various types of telephone equipment.
	Describe alternatives to holding meetings (e.g., conference calls, teleconferencing).
E-mail	Apply proper etiquette when using electronic mail.

Suggested Resources

BOOKS

Hardy, K. (2006) Competency Check-Off Guides: Building Confidence Through Core Competency Checklists ). Philadelphia: F. A. Davis.

Keir, L., Wise, B. A., Krebs, C., & Kelley-Arney, C. (2008). Medical Assisting Administrative and Clinical Competencies. 6^th ed. Albany, NY: Thomson Delmar Learning.

Keir, L., Wise, B. A., Krebs, C., & Kelley-Arney, C. (2008). Workbook to Accompany Medical Assisting, Administrative and Clinical Competencies. 6^th ed. Thomson Delmar Learning.

Beaman, N. & Flemin-McPhillips, L. (2007). Pearson’s Comprehensive Medical Assisting. Upper Saddle, New Jersey:

Prentice Hall.

Lindh, W. Q.; Pooler;M.S., Tamparo, C. D., & Dahl, B. M. (2006) Thomson Delmar Learning's Comprehensive Medical Assisting, Administrative and Clinical Competencies. 3^rd ed. Albany New York: Thomson Delmar Learning.

Lindh, W. Q.; Pooler;M.S., Tamparo, C. D., & Dahl, B. M. (2006) Workbook to Accompany Thomson Delmar Learning's Comprehensive Medical Assisting, Administrative and Clinical Competencies. Albany New York: Thomson Delmar Learning.

Fordney, M.T., French, L..L. & Follis, J. J. (2006) Administrative Medical Assisting. Albany New York: Thomson Delmar Learning.

Atkinson P., & Miller, D.(2004) Medical Office Practice. 7^th ed. Albany, NY: Thomson Delmar Learning.

Publishers’ Websites

Glencoe/McGraw Hill http://catalogs.mhhe.com/mhhe/home.do

ECM Paradigm http://www.emcp.com/product_catalog/index.php?GroupID=87

Elsevier http://www.elsevier.com/wps/find/simple_search.cws_home?pubtype=Any&boost=true&needs_keyword=true&adv=false&keywords=&action=product_search

FA Davis http://www.fadavis.com/health_profession/index.cfm

Thomson Delmar Learning http://www.delmarlearning.com/healthcare/Index.aspx?cat1ID=HCR

Prentice Hall http://vig.prenhall.com/

CourseSG.081105.Dot

Competency Areas	Hours
Office Protocol	Class	4
Time Management	D. Lab	2
Appointment Scheduling	P. Lab/O.B.I.	0
Medical Office Equipment	Credit	5
Medical References
Mail Services
Medical Records
Professional Communication

Prerequisite:	Program admission
Corequisite:	BUS 101

D.Lab

0

1

5

3

0

2

6

13