MEDICAL OFFICE ASSISTANT. Source: Applied Education Systems Website: Healthcenter21.com. Unit Lesson MEDICAL OFFICE ASSISTANT TESTS

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1 MEDICAL OFFICE ASSISTANT Source: Applied Education Systems Website: Healthcenter21.com WEEK 1-2 MEDICAL OFFICE ASSISTANT Introduction to MOA The Medical Office Assistant List general responsibilities of medical office assistants. Name education and training requirements for office assistants. Identify types of certifications that are available for office assistants. Recognize career development opportunities. Abide by the AAMA Code of Ethics. Discover the rewards and stressors of medical office assisting. Review tutorial at website: HealthCenter21.com Complete activities within the tutorial. Take short quizzes within the lesson. The Healthcare Team Identify members of a health care team. Explain interdependence in a health care team. Define organizational structure. Describe the importance of a line of authority. **Introduction to MOA Quiz Professional Traits Professional & Personal Qualities Identify personal and professional qualities that are needed to be successful as a medical office assistant. Name traits that are essential for maintaining a positive attitude. Comply with rules at a medical facility. Explain dress requirements for medical office assistants. Use time management skills.

2 Communication Skills Define communication. Identify the two primary forms of communication as verbal and nonverbal. Distinguish between oral and written communication. Name methods of nonverbal communication. Communication Barriers Define communication barrier. Name and give examples of four types of communication barriers. **Professional Traits Quiz Legal Responsibilities Introduction to HIPAA Define HIPAA. Describe why HIPAA is needed. Name the four main purposes of HIPAA. Privacy Rule Explain the regulations in the Privacy Rule. Define protected health information, privacy, confidentiality, and disclosure. List elements that must be included in a formal authorization. Name six patient rights under the Privacy Rule. Identify a medical facility's responsibilities under the Privacy Rule. Recognize situations when disclosure without authorization is allowed. ** Legal Responsibilities Quiz ** TEST

3 3-4 LEGAL & ETHICAL RESPONSIBILITIES Civil and Criminal Law Criminal Law Civil Law & Tort Civil Law & Contracts Define laws. Describe criminal law. Give examples of criminal offenses. Describe civil law. Define tort. Identify different types of torts. Define scope of practice. Give examples of scope of practice for different health care careers. Define contract. Identify the two types of contracts. Give examples of people with legal disabilities Give examples of people needing assistance. Describe informed consent. Give examples of exceptions to informed consent. Privacy and Security HIPAA Define HIPAA. Describe why HIPAA is needed. Name the four main purposes of HIPAA. **Civil and Criminal Law Quiz Privileged Communication Define privileged communication. Explain the Privacy Rule. List elements that must be included in a formal authorization. Name six patient rights under the Privacy Rule. Identify a medical facility's responsibilities under the Privacy Rule. Recognize situations when disclosure without authorization is allowed.

4 Medical Records List information contained in medical records. Describe the ownership of and rights to medical records. Describe the proper maintenance of medical records. Technology Advance Directives & Client Rights Advance Directives Describe advantages and disadvantages to electronic medical records. List protective measures that should be taken to ensure the confidentiality and security of electronic medical records. Give examples of protective measures that should be taken in regard to printers, copiers, fax machines, and telephones. Define advance directives. Define living will. Define durable power of attorney for health care. Give examples of ways people may clearly state that they want to donate their body or parts of their body for transplantation or medical research. List what health care providers must do under the Patient Self- Determination Act. ** Privacy and Security Quiz Client Rights Contrast human rights, civil rights, and client rights. Give examples of human rights, civil rights, and client rights. List rights included in the Patient's Bill of Rights. Give examples of patients' responsibilities. List rights included in the Residents' Bill of Rights. **Advance Directives and Client Rights Quiz

5 Liabilities & Ethics Reducing Liability Define liability. Contrast personal liability, supervisory liability, and employer liability. Describe ways health care workers can reduce liability. Contrast policies and procedures. Define event report and anecdotal record. Organize the steps of the problem solving method. Explain risk management. Ethics Contrast laws, ethics, and morals. Give an example of how ethics and morals may conflict. Define code of ethics. List behaviors included in a code of ethics for health care workers. Ethical Dilemmas Workplace Law Discrimination Define ethical dilemma. Define bioethical dilemma. Give examples of bioethical dilemmas. Research a bioethical dilemma and take a position. Describe equal opportunity employment. Give examples of sexual harassment. Define just cause. **Liability & Ethics Quiz Wages, Benefits & Leave Describe the Fair Labor Standards Act. Describe the Employee Retirement Income Security Act. Describe the Family and Medical Leave Act. Safety Describe the Occupational Safety and Health Administration.

6 Describe the Centers for Disease Control and Prevention. Describe the Clinical Laboratories Improvement Amendments. Explain worker compensation laws. **Workplace Law Quiz ** TEST 5-6 TELEPHONE ETIQUETTE Basic Telephone Communication Speaking on the Telephone Explain the importance of the telephone to the medical office. Describe verbal communication. Speak properly on the telephone. Identify ways to be courteous on the telephone. Review tutorial at website: HealthCenter21.com Complete activities within the tutorial. Take short quizzes within the lesson. List common incoming calls. Answer the telephone properly. Use the hold feature with courtesy. Describe how to end a call. Explain how to handle difficult calls. Answering an Incoming Call Managing Incoming Calls Screening Calls Explain what it means to screen telephone calls. Identify common types of calls. Determine when to transfer calls and take messages. Define telephone triage. Recognize an emergency call. List questions to determine how urgent it is for a patient to be seen. **Basic Telephone Communication Quiz Telephone Triage Explain how to handle different types of incoming calls. Screen calls in a medical office. Use telephone triage.

7 Observing Sample Calls Take a telephone message. Describe standard message forms. Explain the legal importance of telephone messages. **Managing Incoming Calls Quiz Following Through Taking Messages Explain when outgoing calls are made. Plan ahead for an outgoing call. Place an outgoing call and leave a message. Outgoing Calls Identify special telephone features and services. Explain how each technology works. Describe when to use each feature or service. **Following Through Quiz Special Features Special Features Identify special telephone features and services. Explain how each technology works. Describe when to use each feature or service. Telephone Technologies Identify special telephone features and services. Explain how each technology works. Describe when to use each feature or service. **Special Features Quiz ** TEST

8 7-8 APPOINTMENTS Introduction to Appointments Responsibilities Appointment Books Describe the role of the medical office assistant in managing appointments. Identify the process for scheduling an appointment. Select an appointment book. Describe legal guidelines for using an appointment book. Create an appointment matrix. Use abbreviations for commonly occurring appointments. Enter appointments into an appointment book. **Introduction to Appointments Quiz Scheduling Systems Systems Identify the scheduling considerations for patients, physicians, and staff. List several types of scheduling systems. Describe the pros and cons of each system. Schedule patients using the grouping and streaming schedule systems. Appointment Types Identify common types of appointments in the medical office. Distinguish between each appointment type. Prioritize patients when scheduling by exception. **Scheduling Systems Quiz Routine Appointments New Patients Identify a new patient. List the information an assistant gathers when scheduling a new patient. Schedule an appointment for a new patient. Define established patient.

9 Established Patients Describe scheduling procedures for established patients. Identify the purpose of an appointment card. Complete an appointment card. Schedule an appointment for an established patient. Unexpected Visitors Identify different types of office visitors, including walk-ins. Filter the requests of unexpected visitors. Respond to visitors in a professional manner. **Routine Appointments Quiz Referrals Physician Consultations Describe a referral. Explain the purpose of referring a patient for a physician consultation. Identify different methods for scheduling physician consultations. Schedule a consultation appointment. Outpatient Appointments Define a diagnostic test and why it is an outpatient procedure. Identify the importance of diagnostic tests. Explain the role of a referral form. Schedule an appointment for an outpatient procedure. Hospitalization Explain what the term hospitalization means. Differentiate between elective and emergency hospital admission. List information required for hospital admission. Describe the procedure for scheduling elective surgery.

10 Explain the process for handling an emergency admission. **Referrals Quiz Managing Appointments Reschedule Describe the most common disruptions to the appointment schedule. Distinguish between and document late arrivals, noshows, and cancellations. Identify patient reminder systems. Respond to last-minute changes in the physician's schedule. Reschedule an appointment. Practice Management Software Identify features of practicemanagement software. List advantages and disadvantages of electronic scheduling. Schedule appointments using practice-management software. **Managing Appointments Quiz ** TEST

11 9-10 MEDICAL RECORDS Medical Records Introduction to Medical Records Give the purpose of medical records. Identify the owner of medical records. Name the parts of medical records. Recognize the importance of accuracy in medical records. Explain the importance of the Release of Information form. Review tutorial at website: HealthCenter21.com Complete activities within the tutorial. Take short quizzes within the lesson. Types of Medical Records Electronic Medical Records Distinguish between sourceoriented and problem-oriented medical records. Name alternative types of medical records. Define EMR. Name features of EMR. Compare EMR with paper medical records. List security guidelines for EMR. **Medical Records Quiz Filing Equipment and Systems Filing and Equipment and Supplies Identify types of filing units. Describe the folders and labels used for medical records. Explain the need for guides and out-guides. Name the barcode system as an alternative to using out-guides. Filing Systems and Processes Identify the five steps of the filing procedure. Name four types of filing systems. Explain the benefit of colorcoding medical records. **Filing Equipment and Systems Quiz

12 Alphabetical and Numerical Filing Describe the role of the Association of Records Managers and Administrators. Indexing Define indexing unit. Identify rules for indexing patient and company names. Alphabetical Filing Explain the alphabetical filing system. Name rules for using the alphabetical filing system. Numerical Filing Name the advantages of the numerical filing system. Explain the need for the Master Patient Index. Use three types of numeric filing: straight numeric, terminal digit, and middle digit. Convert between terminal digit and middle digit. Cross-References Explain the importance of crossreferences. Define primary file and crossreference file. Name four situations in which cross-references should be used. **Alphabetical and Numerical Filing Quiz

13 Medical Records Management New Medical Records Prepare a new medical record. Name the forms that should be included in a new medical record. Maintaining Medical Records Identify a medical office assistant's responsibilities with medical records. Name day-to-day tasks for proper record maintenance. Take steps to locate a missing medical record. Explain when medical records may be deleted. Correct a medical record. **Medical Records Management Quiz ** TEST Medical Records Retention Define purging as it relates to medical records. Name three different statuses of medical records. Explain how long facilities must retain medical records. Identify types of storage for old medical records OFFICE ENVIRONMENT Office Environment and Reception Area Office Environment Explain the importance of office environment. Describe the medical office assistant's role in creating a positive and caring environment. Identify key personal and professional qualities for the medical office assistant. Describe the procedures for greeting patients. Review tutorial at website: HealthCenter21.com Complete activities within the tutorial. Take short quizzes within the lesson. Layout and Design List items that may be found in a reception area. Describe an ideal reception area. Detail the assistant's role in maintaining the reception area. Explain the importance of

14 ergonomics in the medical office. Accommodations Describe how the Americans with Disabilities Act of 1990 has affected medical facilities. List ways to accommodate individuals with physical disabilities. **Office Environment and Reception Area Quiz Responsibilities Registration Tickler File Check in and register patients. Identify how to comply with HIPAA when registering patients. List the information that may be included on a patient registration form. Describe how to set up a tickler file. Explain how to use a tickler file. **Responsibilities Quiz ** TEST Managing the Office Facility Opening and Closing Safety and Security Open the medical office. Close the medical office. Describe ways to maintain office safety and security. Explain fire safety rules and fire prevention guidelines. Interpret and construct an evacuation plan. Recognize government agencies that regulate health standards in the workplace and in health care facilities. **Managing the Office Facility Quiz 11 OFFICE EQUIPMENT Computers List ways the computer is changing administrative tasks in the medical office. Explain why assistants should be familiar with computers in the ** TEST

15 Basic Functions medical office. Describe the basic computer functions of input, processing, output, and storage. Identify examples of input, output, and storage devices. Explain how the CPU uses machine language. Computer Operations Boot and shut down a computer. Organize computer files. Copy, move, and rename files and folders. Hardware & Software Distinguish between hardware and software. Identify examples of external and internal hardware. Describe system software, including an operating system and utilities. Define application software and identify examples. Research software that could be used at a medical facility. Security Explain the importance of computer safeguards. Describe methods for securing confidential electronic information. **Computers Quiz Other Equipment Telecommunications Identify telecommunication devices. Explain the uses of telecommunication devices in the medical office. Automation Identify automation devices. Describe the uses of automation devices in the medical office. **Other Equipment Quiz

16 Troubleshooting & Maintenance Maintenance Explain the importance of preventative maintenance. Describe how maintenance contracts protect equipment. Explain how to maintain a computer. Troubleshooting Identify the steps in the troubleshooting method. Use the troubleshooting method to solve computer problems. **Troubleshooting & Maintenance Quiz Office Supplies Inventory Describe types of medical office supplies. Explain the importance of managing inventory. List ways to manage inventory. Purchasing Describe the steps to place an order for supplies. Explain the importance of comparing prices when purchasing supplies. List the information included on a purchase order. Identify how to receive and pay for an order. Prepare a purchase order for supplies. ** Office Supplies Quiz WRITTEN COMMUNICATION Incoming Mail Processing Incoming Mail Give examples of incoming mail. Explain why it is important to uphold confidentiality when processing incoming mail. Describe how to process incoming mail. Explain how using a procedure helps assistants process incoming mail efficiently. Describe how to annotate a letter. ** TEST **Incoming Mail Quiz Written Communication Identify types of written communications.

17 Written Communication Explain how assistants help physicians and other senior office staff when they create written communications. Explain why it is important to uphold confidentiality when creating written communications. Describe characteristics of written communications that reflect positively on a medical practice. The Writing Process Describe each of the five steps of the writing process. Explain how using a process helps assistants create written communications efficiently. Revise and edit a draft of a letter. **Written Communication Quiz Types of Written Communication Memos Identify who memos are used to communicate with. Describe the parts of a memo. Create a memo using the writing process. Business Letters Identify who business letters are used to communicate with. Describe the parts of a business letter. Create a business letter. Business Letter Extras Compare and contrast business letter styles. Identify a continuation page. Describe how a business letter should be printed. Explain when and how to make copies of a business letter. Form Letters Describe a form letter. Explain how form letters are efficient.

18 Describe how form letters can be personalized. Create personalized form letters using mail merge. **Types of Written Communication Quiz Outgoing Mail Inserting Letters in Envelopes Explain why it is important to uphold confidentiality when processing outgoing mail. List the benefits of correctly inserting letters into envelopes. Insert a letter into a No. 10 window envelope. Preparing Envelopes Explain why it is important to prepare an envelope properly. Describe the parts of an envelope. Prepare envelopes. Mailing Mail Define postage. Explain the importance of postage. Compare and contrast classifications of mail. Compare and contrast special delivery services. **Outgoing Mail Quiz ** TEST ACCOUNTING Introduction to Accounting Responsibilities List the skills needed to do accounting tasks in the medical office. Identify the communication skills needed to talk to patients about their bill. Describe the accounting tasks performed by the medical office assistant. Identify information to be kept confidential under the HIPAA Privacy Rule.

19 Accounting Basics Identify several types of accounting transactions. Describe the difference between assets and liabilities. Define accounts receivable and accounts payable. Explain how to calculate equity. **Introduction to Accounting Quiz Billing and Collections Patient Invoice Identify the parts of an invoice, or itemized statement. Explain the purpose of a superbill. Describe how a physician's fees are determined. Communicate with patients about their fees. Payment Methods Obtain payment from a patient at the time of service. Identify which types of checks are acceptable for payment. Process a patient's credit or debit card. Billing and Credit Explain what it means to extend credit to a patient. Inform patients about the office's billing procedures. Define billing statement and billing cycle. Describe an aging report and explain how it is used. Collection Process Contact patients to collect overdue balances. Describe several collection laws. Identify ways to manage a patient's delinquent balance. Write a collection letter. **Billing & Collections Quiz

20 Bookkeeping Bookkeeping Components Identify the components of a typical bookkeeping system. Update and maintain a daysheet. Update a patient account ledger. Bookkeeping Systems Compare the three manual bookkeeping methods. Set up and use a pegboard system. Identify the differences between manual and computerized bookkeeping systems. Posting Describe types of adjustments and write-offs. Post adjustments to the daysheet. Post checks returned for nonsufficient funds. Post payments from a third-party collection agency. **Bookkeeping Quiz Disbursements Check Identify the parts of a check. Describe the different types of checks. Complete a check and a check stub. Expenditures Process a patient credit balance. Issue a patient refund check. Identify the information to be included on a purchase order. Petty Cash Establish and maintain a petty cash fund. Maintain a petty cash log. **Disbursements Quiz

21 Banking Bank Deposits Prepare a bank deposit. Fill out a deposit slip. Identify different types of check endorsements. Bank Statements Identify the parts of a bank statement. Reconcile bank statements with office bookkeeping records. **Banking Quiz ** TEST OFFICE ENVIRONMENT Office Environment and Reception Area Office Environment Explain the importance of office environment. Describe the medical office assistant's role in creating a positive and caring environment. Identify key personal and professional qualities for the medical office assistant. Describe the procedures for greeting patients. Review tutorial at website: HealthCenter21.com Complete activities within the tutorial. Take short quizzes within the lesson. Layout and Design List items that may be found in a reception area. Describe an ideal reception area. Detail the assistant's role in maintaining the reception area. Explain the importance of ergonomics in the medical office. Accommodations Describe how the Americans with Disabilities Act of 1990 has affected medical facilities. List ways to accommodate individuals with physical disabilities. **Office Environment and Reception Area Quiz Responsibilities Registration Check in and register patients. Identify how to comply with

22 Tickler File HIPAA when registering patients. List the information that may be included on a patient registration form. Describe how to set up a tickler file. Explain how to use a tickler file. **Responsibilities Quiz ** TEST Managing the Office Facility Opening and Closing Safety and Security Open the medical office. Close the medical office. Describe ways to maintain office safety and security. Explain fire safety rules and fire prevention guidelines. Interpret and construct an evacuation plan. Recognize government agencies that regulate health standards in the workplace and in health care facilities. **Managing the Office Facility Quiz 31 JOB SEEKING SKILLS ** TEST Job Seeking Skills Job Openings Application Develop job seeking skills. Create resume, cover letter, thank-you letter, and reference list. Create the following documents: Resume Cover Letter Thank You Letter Reference List Resume **Job Seeking Skills Quiz Interview & Resignation Prepare for interview. Understand resignation process. Interview Resignation

23 ** Interview & Resignation Quiz ** TEST