31516340Patient Relations/Practice Management
Course Information
Description
Provides a study of front office management techniques including telephone and appointment book management, filing, recall systems, bookkeeping and insurance claim processing. This is a hybrid course that meets weekly for 1 hour classroom and 1 hour online.
Total Credits
2
Course Competencies
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Identify proper telephone techniquesAssessment StrategiesGraded written discussion board post, Role Play and/or Scenario ResponseCriteriaDescribe how to answer the telephone in a professional mannerDescribe the qualities of an effective, professional outgoing phone callDescribe the process to manage calls utilizing screening guidelines set forth by your instructor
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Manage an effective appointment book/systemAssessment StrategiesGraded written discussion board post, ExamCriteriaDetermine if the patient is a new or existing patient to the officeSchedule the appointment with the time necessary to meet the patient’s needsSchedule the appointments to meet the doctor’s needsGather all the information from the patient necessary for the office to be prepared for the appointment
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Compare applicable filing and recall systemsAssessment StrategiesGraded written discussion board post, ExamCriteriaEvaluate color coding systemsApply filing alphabetical rulesDescribe common elements of computerized systems used for file management and patient dataEvaluate various recall systems
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Process various bookkeeping proceduresAssessment StrategiesGraded written discussion board post, ExamCriteriaProcess patient payments utilizing the one-write systemIdentify collection strategiesReconcile a bank statementPrepare lab invoices accuratelyExplain the role of computers when performing bookkeeping tasks
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Process insurance claim formsAssessment StrategiesWritten Product, ExamCriteriaComplete a variety of insurance forms accuratelyDetermine how to verify patient coverage with applicable insurance carrierUse appropriate CPT and ICD-10 codes when completing insurance forms
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Identify professional office ethics and conductAssessment StrategiesGraded written discussion board post, ExamCriteriaDefine professional and ethical behaviorAcknowledge that all patient conversations and records are considered confidentialRecognize the professional limitations of a technician
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Evaluate the necessary components of an office procedure manualAssessment StrategiesGraded written discussion board post, ExamCriteriaIdentify components of an office procedure manualEvaluate reasons to create an office procedure manual
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Identify skills needed to work in our diverse communitiesAssessment StrategiesSelf-reflection, Essay, Graded written discussion board post, ExamCriteriaDefine skills necessary to provide professional eye careAcknowledge that all patients have specific needsRecognize the professional requirements of a technicianSummarize patient population differencesSummarize cultural variations and needsSummarize workplace expectations to meet the needs of all patients