Course | Madison College Outline of Instruction

31509301Medical Assistant Administrative Procedures

Course Information

Description

Introduces medical assistant students to office management and business, business administration, and the electronic medical record (EMR) in the medical office. Students learn to schedule appointments, perform filing, record keeping, inventory of supplies, telephone and reception duties, as well as effective communication with patients and other medical office staff.

Total Credits

Course Competencies

Explain general office policies

Assessment Strategies

in a role play or simulation

Criteria

your response summarizes general office policies

your response addresses the legal implications associated with confidentiality of patient and medical records

your response addresses how confidentiality is maintained with the use of computerized medical records

your response uses correct medical terminology

your response is clear

you coach patients regarding: office policies.

you explain the Medical Assistant Scope of Practice
Demonstrate telephone techniques

Assessment Strategies

in a written, oral or case study response

in a simulation

Criteria

you discuss the correct technique (e.g. including proper etiquette) to use when answering the telephone for a medical practice

you discuss how the use of the telephone can affect the image of the medical practice

you discuss the use of "hold" with several incoming calls

you discuss taking a message from a patient and correctly documenting the information

you discuss how various kinds of calls should be handled according to the urgency of the situation such as emergencies, test results, referral requests, and patient appointments

you explain how a breach of patient confidentiality can be avoided when using the telephone

you describe the role of answering machines, answering services, pagers, and electronic mail in the medical office

you demonstrate professional telephone techniques

you document telephone messages accurately
Manage appointment schedule, using established priorities

Assessment Strategies

in a written or oral response

using an appointment book or appointment management software

in a simulation

Criteria

you identify different types of appointment scheduling methods

you identify critical information required for scheduling patient admissions and/or procedures

you input patient data utilizing a practice management system

you manage appointment schedule using established priorities

you assess simulated phone calls to determine scheduling priorities

you schedule patient admissions and/or procedures

you document scheduling changes in the correct location

you include documentation of the status of the appointment: late, no show, rescheduled or cancelled

you recognize office policies and protocols for handling appointments

you implement time management principles to maintain effective office function
Explain principles related to medical records

Assessment Strategies

in a written exam

Criteria

you identify types of records common to the healthcare setting

you describe various types of content maintained in a patient's medical record

you define the differences between the components of the medical record

you differentiate between active, inactive, and closed files

you specify the requirements for the retention of medical and business records in the medical office

you compare and contrast electronic and hard copy medical record systems

you differentiate between electronic medical records (EMR) and a practice management system

you explain why the physician is the legal owner of a patient's medical record

you discuss how to protect patient confidentiality
Utilize electronic medical record (EMR)

Assessment Strategies

In a performance demonstration

Criteria

you register a new patient in the EMR

you document patient information in the EMR

you utilize the EMR to access information

you protect the integrity of the medical record using the EMR
Perform an office inventory

Assessment Strategies

in a written or oral response

in a simulation

Criteria

you list steps involved in completing an inventory

you perform an inventory with documentation

you describe how a spreadsheet is used to track supplies in a medical practice

you describe how to verify the receipt of a shipment of supplies with the purchase order against the packing slip

you discuss the importance stock numbers, descriptions, quantity, and unit price
Perform routine maintenance of office equipment with documentation

Assessment Strategies

in a written or oral response

in a simulation

Criteria

you complete an equipment maintenance and servicing log

you discuss the importance of routine maintenance of office equipment

you identify troubleshooting options for equipment that is not operating properly

you describe the procedure to be followed when equipment is not functioning properly
Compose professional/business letters

Assessment Strategies

in the production of written documents including business letters, memos, resumes, cover letters, messages, faxes, and/or charts

using a computer, fax machine, scanner and/or other common medical office equipment

in written exam

in a simulation

Criteria

you describe how to file document copies according to established procedures

you recognize elements of fundamental writing skills

you discuss applications of electronic technology in professional communication

you respond to and initiate written communication as needed for the medical office

you compose professional correspondence utilizing electronic technology

you proofread and edit documents before distribution

you format document correctly according to established guidelines

you use correct grammar and spelling

you address an envelope according to postal OCR guidelines
Integrate principles of customer service in the healthcare setting

Assessment Strategies

by analyzing scenarios

in a simulated health care setting

using resources/references

Criteria

you identify both internal and external healthcare customers

you focus on effective customer communication

you determine responsive methods to identify and meet customer needs

you determine effective customer follow-up procedures

you identify cultural health beliefs and design effective methods to meet the needs of the diverse customer
Develop a current list of community resources related to patients' healthcare needs

Assessment Strategies

by identifying and documenting community resources

Criteria

resource documentation includes a variety of service agencies

resources include contact information

resource documentation includes methods of making referrals to resources

you recognize the role of patient advocacy in the practice of medical assisting

you advocate on behalf of patients