Standard

Rev. 01/2005

Rev. 02/2005

MAS 106 – Medical Office Procedures

Course Description

Emphasizes essential skills required for the typical business office.  Topics include:  office protocol, time management, telephone techniques, office equipment, mail services, references, filing, correspondence, and travel and meeting arrangements.

Competency Areas	Hours
Office Protocol	Class	3
Time Management	D. Lab	2
Appointment Making	P. Lab/O.B.I.	0
Telephone Techniques	Credit	4
Medical Office Equipment
Medical References
Medical Filing
Correspondence
Travel and Meeting Arrangements

Prerequisite:	Program admission
Corequisite:	BUS 101

Course Guide

Competency	After completing this section, the student will:	Hours
		Class	D.Lab	P.Lab/ O.B.I.
MEDICAL OFFICE PROTOCOL		2	2	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		4	2	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.
APPOINTMENT MAKING		2	1	0
Patient Scheduling	Define types of scheduling systems.
	Demonstrate use of manual scheduling techniques
	Demonstrate computerized scheduling techniques
	List guidelines for scheduling both manual and computer appointments
TELEPHONE TECHNIQUES		2	0	0
Etiquette	Operate the telephone as a means of business communication.
	Apply the use of proper telephone skills and etiquette
Special services	Follow appropriate techniques and procedures for making and receiving local and long distance calls.
	Prepare telephone message forms.
	Identify basic and special services provided by telephone companies.
	Discuss types of calls and how each type should be handled (Example:  triaging and forwarding to other office personnel)
MEDICAL OFFICE EQUIPMENT		4	2	0
Types	List and describe the various copying and duplicating processes in use in offices today.
Facsimile machine	Describe or use a facsimile (FAX) machine.
Copiers	Make an appropriate choice of duplicating or copy process.
	Reproduce data using copiers.
	Make transparencies.
	Prepare graphic materials.
MAIL SERVICES		3	0	0
Processing	Process outgoing mail.
	Process incoming mail.
	List and define special services offered by the mail system.
Classifying	List and define the classes of mail.
	Define international mail.
	Define and explain the term "electronic mail."
	Discuss the use of (or use) a postage meter.
MEDICAL REFERENCES		2	2	0
Resource Manuals	Identify a variety of reference materials.
	Discuss the importance of finding and keeping updated material
MEDICAL FILING		7	2	0
Systems	Describe the various filing systems used in the medical office.
	Describe the basic rules for filing
	List steps for filing medical documentation in patient files
Filing Procedures	Maintain and use a tickler file
	Describe checkout system
	Define retention and purging
Supplies and Equipment	Describe and use filing supplies and equipment
Medical Records Manager	Describe the duties of a records manager.
Records Management	Demonstrate the ability to use micrographic equipment and microfilms filing record control
	Describe new automated filing systems that utilize word processing and computer technology
CORRESPONDENCE		2	2	0
Types	Describe the basic types of written communication and explain their functions.
	Prepare an interoffice memorandum.
	Describe the steps in writing a written report.
	Describe procedures for incoming, outgoing, and filing correspondence
TRAVEL AND MEETING ARRANGEMENTS		2	2	0
Travel	Discuss sources of help in making travel arrangements.
	Prepare appropriate travel forms.
	Make transportation and accommodation reservations.
	Discuss methods of travel: air, car, rail, or bus.
Meetings	Describe the steps to follow when preparing for a business meeting.
	Prepare information needed before and during the meeting
	Complete follow-up activities that should be done after a meeting has ended
	Describe alternatives to holding meetings (e.g., conference calls, teleconferencing).

Suggested Resources

Atkinson,Phillip (1999).  Medical Office Practice,  6^th ed., New York: Delmar

Chester, Gail A.  (1998). Modern Medical Assistant. Philadelphia, Penn: W.B. Saunders

Frew, Lane & Frew (1998). Comprehensive Medical Assisting:  Competencies for Administrative and Clinical Practice, 3^rd Ed., Philadelphia, Pennsylvania

Hosely, Hones & Molle-Matthews (1997). Lippincott’s Textbook for Medical Assistants. Philadelphia, PA: Lippincott-Raven

Humphrey, Doris D.  (1997). Contemporary Medical Office Procedures, 2^nd Ed. Albany, New York:  Delmar

Keir, Wise & Krebs (1998).  Medical Assisting:  Administrative and Clinical Competencies, Albany, New York:  Delmar

Kinn, Mary, and Wood, Mary Ann  (1999).  The Medical Assistant Administrative and Clinical, 8^th ed., Philadelphia, PA:  W.B.  Saunders

Lindh, Pooler & Tamparo  (1998).  Administrative Medical Assisting. Albany, N.Y.:  Delmar

Lindh, Pooler & Tamparo , Cerrato  (1998).  Comprehensive Medical Assisting:  Administrative and Clinical Competencies.  Albany, New York:  Delmar

Prickett-Ramulkowski, Barrie, Keller, Dazarow & Abel  (1999).  Medical Assisting:  A Patient-Centered Approach to Administrative and Clinical Competencies.  New York:  Glencoe McGraw Hill.

Holmes, (2002). Medical Assisting Exam Review, Saunders.

Medical Filing

The Administrative Medical Assisting

Kinn, (2000). The Medical Assistant: Adm/Clinical Workbook, 8^th.

Kinn, (1999). The Administrative Medical Assisting, 4^th ed.

Kinn, (1999). The Administrative Medical Assisting Workbook, 4^th ed.

Eggers & Conway, Student Study Guide to Accompany Mosby's.

Eggers & Conway, Mosby's Front Office Skills for the Medical Assistant, Mosby.

Fordney, French & Follis, (2004). Administrative Medical Assisting, 5^th ed., Delmar.

Fordney, French & Follis, (2004). Workbook to Accompany Administrative Medical Assisting, 5^th ed., Delmar.

Lindh, Pooler & Tamparo, Comprehensive Medical Assisting, 2^nd ed., Delmar.

Lindh, Pooler & Tamparo, Comprehensive Medical Assisting Workbook, 2^nd ed., Delmar.

Lindh, Pooler & Tamparo & Cerrato, The Medical Manager Student Edition Version 9.20 for Windows, Delmar.

Molle, (2004). Administrative Medical Assisting, Lippincott Williams & Wilkins.

Warren, Medical Assisting A Commitment to Service Administrative and Clinical Competencies, EMC Paradigm.

Student Resource Guide

Lindh, Workbook to Accompany Administrative Medical Assisting.

Lindh, Administrative Medical Assisting

Brown, (2001). Medical Insurance Made Easy: A Worktext.