Maricopa Community Colleges  HCE226   19996-20015 
Official Course Description: MCCCD Approval: 06/22/99
HCE226 19996-20015 L+L 2 Credit(s) 2 Period(s)
Administrative Procedures
Principles and procedures for front office administrative skills. Methods of telephone management, correspondence and mail processing, appointment scheduling, medical records management and data collection. Includes medical assistant as office manager. Prerequisites: (HCC101, HCC103, HCC105, HCC107, HCC109, and HCC140), or permission of program coordinator. Corequisites: HCC142.
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MCCCD Official Course Competencies:
 
HCE226   19996-20015 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. Discuss 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)
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MCCCD Official Course Outline:
 
HCE226   19996-20015 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
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