Medical Office Administration, 6th Edition

Access Instructions
Evolve*

1 The Career of a Medical Administrative Assistant
Career Description
Job Duties
A Typical Day at the Office
Personal Qualities
Professional Appearance
Professional Skills
Student Portfolio
Places of Employment
Earnings
Employment Trends and Forecasts
Professional Organizations
American Association of Medical Assistants
American Medical Technologists
American Academy of Professional Coders
International Association of Administrative Professionals
Association for Healthcare Documentation Integrity
American Health Information Management Association
Additional Certifications
Continuing Education
Summary
Review Exercises
SimChart for the Medical Office Applications
Activities
You are the Medical Administrative Assistant
Suggested Readings

2 The Healthcare Team
Healthcare Providers
Physician
Physician Assistant
Nurse Practitioner
Certified Nurse Midwife
Podiatrist
Psychologist
Chiropractor
Optometrist
Nurse Anesthetist
Nursing Professionals
Registered Nurse
Licensed Practical Nurse
Certified Nursing Assistant
Allied Health Professionals
Medical Administrative Assistant
Medical Assistant
Health Documentation Specialist
Medical Coder
Medical Biller
Health Information Professionals
Physical Therapist
Physical Therapy Assistant
Occupational Therapist
Occupational Therapy Assistant
Respiratory Therapist
Radiology Technologist
Clinical Laboratory Technologist and Technician
Pharmacist
Social Worker
Licensure, Certification, and Registration
Professional Organizations
Health Care Facilities
Clinic
Private Practice
Hospital
Emergency Room
Urgent Care Center
Outpatient (Ambulatory) Surgery Center
Home Health
Hospice and Palliative Care
Nursing Home and Assisted Living
Public Health
Summary
Review Exercises
SimChart for the Medical Office Applications
Activities
You are the Medical Administrative Assistant

3 Medical Law and Ethics
Legal Concepts and Terms
What Is Law?
Origin of Law
Administrative Law
Civil and Criminal Law
Standards of Care
Respondeat Superior
Res Ipsa Loquitur
Contract Law
Legal Action Against a Medical Practice
Legal Proceedings
Legal Topics Related to the Medical Office
The Practice of Medicine
Consent
Confidentiality
Advance Directives
Uniform Anatomical Gift Act
Controlled Substances Act of 1970
Good Samaritan Statutes
Health Insurance Portability and Accountability Act of 1996
Emergency Medical Treatment and Labor Act of 1986
Risk Management
Medical Ethics Concepts and Terms
Definition of Ethics
Law Versus Ethics
History of Ethics
Ethical Behavior for Physicians
The American Medical Association Council on Ethical and Judicial Affairs
Ethics Opinions of the Council on Ethical and Judicial Affairs
Failure to Abide by Ethical Standards
Ethical Behavior for Medical Administrative Assistants
Ethical Issues in Healthcare
The Study of Ethical Issues in Healthcare
Abortion
Reproductive Rights
Issues Near the End of Life
Acquired Immunodeficiency Syndrome, Human Immunodeficiency Virus
Summary
Review Exercises
SimChart for the Medical Office Applications
Activities
You are the Medical Administrative Assistant

4 The Diverse Community of Patients
Influence of Culture
Interactions With Patients of Different Cultures
Expectations When Serving Patients
Language Barriers
English as a Second Language
Speech Difficulty
Medical Terminology
Specific Patient Groups
Elderly Patients
Children
Patients With Disabilities
Lesbian, Gay, Bisexual, Transgender, Queer/Questioning
Angry Patients
Violent Patients
Anxious Patients
Depressed Patients
Dying or Grieving Patients
Summary
Review Exercises
Activities
You are the Medical Administrative Assistant
Suggested Readings

5 Interpersonal Communications
Communication Concepts
Communication Basics
Communicating Effectively
Nonverbal Communication
Personality Styles
Communication Within the Healthcare Team
Communicating With Your Supervisor
Telephone Communication
Proper Telephone Technique
Incoming Calls
Outgoing Calls
Written Communication
Business Letters
Memos
Email
U.S. Postal Service Delivery Services
Summary
Review Exercises
SimChart for the Medical Office Applications
Activities

6 Appointment Scheduling
Computerized Appointment Scheduling
Software Packages for Appointment Scheduling
Concerns When a Computerized Appointment System Is Used
Manual System for Appointment Scheduling
Concerns When a Manual Scheduling System Is Used
Appointment Scheduling Methods
Double-Booking (Overbooking) of Appointments
Walk-in Patients
Group (Block) Scheduling
Series of Appointments
Multiple Appointments
Virtual Visits
Appointment Scheduling Procedures
Establishing Appointment Parameters
Components of an Appointment
Prioritizing Appointments
No-Show Appointments
Canceled and Rescheduled Appointments
Ancillary and Referral Appointments
Surgical Appointments
Pharmaceutical and Other Sales Representatives’ Appointments
Wait Lists
Appointment Reminders
Accessing the Schedule
Planning for the Unexpected
Summary
Review Exercises
SimChart for the Medical Office Applications
Activities

7 Patient Reception and Registration
Exceptional Patient Service
Patient Informational Materials
Getting the Office Ready
Unlock the Door
Review the Day’s Schedule
Start and Check Office Equipment
Switch on Television or Music System
Count Cash Drawer
Welcoming Patients
Patient Registration
Registration Information
Reception Area
Layout and Design of the Reception Area
Reception Area Maintenance
Emergency Situations
What Is an Emergency?
Common Medical Emergencies
What a Medical Administrative Assistant Should Do

Brenda A. Potter, BS, CPC-I, CPC, Medical Administrative Program Director, Minnesota State Community & Technical College, Moorhead, MN, USA