ADM 215 - Medical Office Procedures

1. Identify different types of medical offices
   1. Identify medical specialty and primary care facilities
   2. Explain differences in solo, group and corporate practices, medical clinic verses hospital setting
2. Identify different allied healthcare professionals
   1. List educational requirements of physicians and selected paraprofessionals to include licensure or certification requirements
   2. Explain “Scope of Practice”.
   3. Differentiate between licenses, certification, diploma and certificate
3. Distinguish between medical ethics and medical law
   1. Discuss current social policy issues with legal and ethical implications
   2. Discuss ethical and legal responsibilities of the medical office worker
   3. Define medical malpractice
   4. Differentiate between confidential patient information and information which can be released
   5. Examine the law that regulates the dispensing of drugs from medical offices
   6. Explain the difference between criminal law and civil law
   7. Define medical practice acts, valid contract, contractual relationship with physician and patient
   8. Define “Good Samaritan Act” as defined by legal statute in Iowa
   9. Define tort and requirements for a tort of negligence
   10. Explain proximate cause
   11. Summarize requirements for informed consent
   12. Define battery, assault, abuse, neglect, mandate reporter, emancipated minor
   13. List conditions that physician must report to State Health Department
   14. Define role of medical examiner
   15. Identify actions that could lead to license/certificate suspension or revocation
4. Identify medical office reception techniques
   1. Discuss responsibilities for managing the reception area
   2. Demonstrate techniques for handling patients in the reception area
   3. List procedures for handling patient emergencies
   4. Explain how computerization can affect relationships with patients
5. Display medical office telephone techniques
   1. Identify telephone equipment and services
   2. Demonstrate procedures for handling incoming and outgoing calls
   3. List procedures for taking callback messages
   4. List procedures for taking prescription refill requests
   5. Answer and screen calls for the medical office using professional guidelines
   6. Recognize calls needing immediate medical attention
   7. Obtain essential information when taking a message
   8. Demonstrate how to document phone calls in patient medical record
   9. Obtain essential information for prescription refill requests calls from pharmacy and patient
   10. Identify examples of triage criteria
6. Schedule patient appointments
   1. Differentiate between appointment book scheduling and computerized scheduling
   2. Determine time allowance for different types of appointments
   3. Screen nonpatient appointments
   4. Schedule patients for outside medical facilities
   5. Differentiate routine appointments from walk in and emergency appointments
   6. Apply time management objectives in scheduling wave, modified wave appointments and grouping procedures
   7. Demonstrate how to document failed or missed appointments
7. Manage medical records
   1. Describe procedures for maintaining the confidentiality of paper and computerized medical records
   2. Discuss differences in organization between problem-oriented and source-oriented medical records
   3. Identify types of documents stored in a typical medical record to include Weed system Data base, Problem list, Plan, SOAP notes
   4. Identify measures to protect chart as a legal document
   5. Describe various filing management systems used in medical offices
   6. Define “chart audit” and use process with student charts in classroom
   7. Identify history of different types appointment books, peg board accounting, insurance filing, and patient chart used in medical settings without the electronic record
   8. Define electronic medical record, history, barriers, benefits, capabilities
   9. Use computerized medical office appointment system
8. Perform review of basic accounting procedures for medical office
   1. Posting charges and payments from patients and insurance benefit
   2. Posting adjustments of credit balance, refund, NSF and payments from collection agencies
   3. Differentiate between accounts receivable and accounts payable
   4. Posting of office expenses to expense journal and petty cash
9. Quality improvement for the medical office
   1. Define quality improvement goal concepts for the medical office
   2. Define role of Iowa Foundation for medical Care and resources provided by IFMC
   3. Describe and give example of the following components of quality improvement: Assessment, Outcomes, Risk Factors, and Incident Reports
   4. Identify state and federal health care regulatory agencies the medical office must be in compliance with and procedures utilized to be in compliance with these agencies
   5. Define: HIPPA, ADA, DEA, OSHA, CLIA, CMS, EEOA, Civil Rights Acts, Hiring Practice acts, IDPH, CDC
   6. Define policy manual and procedure manual and give examples
10. Utilize computerized practice management software
11. Professionalism in the medical office
    1. Describe professional standards for dress and grooming
    2. Identify techniques to support a positive mental attitude
    3. Demonstrate courtesy and tactfulness in patient and employee communications
    4. Identify how to respond to patient needs in professional empathetic manner
    5. Identify techniques to aid in communicating with patients of all ages, with special needs patients, and patients with disabilities
    6. List examples of methods to better communicate with the angry patient, very ill patient, family members of patients, and minors in the medical office
    7. Review of interview techniques, job search, and application process for employment in the medical office and fair practice policies
    8. Use internet to find and complete application from local medical human resource site
    9. Research web sites of local major medical setting employers to find corporation or group website, mission statement, and employment openings
12. Computerized medial office
    1. List measures to meet HIPAA regulations with the electronic medical record
    2. Identify EMR security and safety procedures
    3. Complete assignments for the computerized medical practice management software: file maintenance, posting, insurance claims, payment posting, billing, collections and report generation