MCCCD Official Course Competencies:

HCE226  2008 Spring – 2011 Summer II

Administrative Procedures

1.

Describe the role of the medical assistant in the front office. (I)

2.

Describe the role of the office manager. (II)

3.

Explain appropriate telephone techniques. (III)

4.

Apply techniques of written communication in simulated exercises. (IV)

5.

Describe scheduling methods and protocols. (V)

6.

Identify methods to process correspondence and mail. (VI)

7.

Describe medical records management including purpose, filing procedures, filing systems, cross referencing, documentation, and legal considerations. (VII)

8.

Identify various types of medical forms. (VII)

9.

Describe and perform documentation procedures. (VII)

10.

Explain legal considerations concerning medical records. (VII)

11.

Identify and apply HIPAA (Health Insurance Portability and Accountability Act) regulations in a physician office. (VIII)

MCCCD Official Course Outline:

HCE226  2008 Spring – 2011 Summer II

Administrative Procedures

I. Role

A. Patient relation responsibilities

B. Coordinate front office activities

C. Oral and written communication

D. Mange patient records

E. Receive, organize, and prioritize information

F. Operate specialized equipment

1. Fax machines

2. Copy machine

3. Microfiche

G. Professionalism

H. Patient education

II. Role of the Office Manger

A. Supervisory

1. General supervision of personnel

2. Work schedules

3. Orientation and training

4. Performance and salary review

5. Interview, hire and terminate

6. Students' affiliations

7. Time management

B. Operational Functions

1. Updating and reviewing procedure manual

2. Budgets

3. Purchase, store and maintain equipment and supplies

4. Marketing functions

a. Meetings/seminars

b. Office brochures/patient education information

5. Record and financial management

a. Payroll processing

b. Benefits

c. Other

III. Telephone Management

A. Screening and referrals

B. Confidentiality

C. Data gathering skills

D. Documenting messages

E. Management of answering machine/voice mail/answering service

F. Placing and receiving calls

G. Handling difficult callers

IV. Written Communication

A. Supplies

B. Composing correspondence

C. Types of letters

D. Letter styles

E. Medical transcription

V. Appointment Scheduling

A. Scheduling guidelines

B. Methods

1. Time-specialized/stream

2. Open hours

3. Wave

4. Modified wave

5. Double booking

6. Practice based

C. Protocol

1. New, established and follow-up visits

2. Patient considerations

3. Referrals

4. Appointment cards/tickler files

5. Unanticipated disruptions

D. Computerized scheduling

E. Related ethical and legal implications

1. Appointment book

2. Physician canceled appointments

3. Acutely ill patients

4. Overbooking

5. Prolonged waiting

VI. Correspondence and Mailing Processing

A. Incoming

B. Outgoing (types)

C. Handling and sorting

D. Electronic

VII. Medical Records Management

A. Purpose of medical records

1. Quality of care

2. Statistical information

3. Legal implications

4. Forms

B. Filing procedures

1. Results of diagnostic tests

2. Insurance information

3. Past and present medical history

4. Documentation notes of patient visits and telephone calls

5. Prescription refill forms

C. Filing systems

1. Alphabetic indexing

2. Numeric/terminal digit

3. Geographic and subject

4. Color coding

D. Cross referencing

E. Documentation

1. Types of charting

2. Corrections

3. Updating record data

4. Special annotations (allergies, no known allergies)

5. Simulated practice exercises

F. Legal considerations

1. Retaining and destroying records

2. Copying records

3. Release of information

VIII. HIPAA

A. Overview

B. Regulations

C. Application

1. Procedures

2. Documentation

3. Administrative office practice