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,  6th 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, 3rd 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, 2nd 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, 8th 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 CompetenciesAlbany, New York:  Delmar

Prickett-Ramulkowski, Barrie, Keller, Dazarow & Abel  (1999).  Medical Assisting:  A Patient-Centered Approach to Administrative and Clinical CompetenciesNew 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, 8th.

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

Kinn, (1999). The Administrative Medical Assisting Workbook, 4th 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, 5th ed., Delmar.

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

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

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