BOOK
Kinn's The Administrative Medical Assistant E-Book
Deborah B. Proctor | Brigitte Niedzwiecki | Julie Pepper | Payel Madero
(2016)
Additional Information
Book Details
Abstract
Administrative Medical Assisting begins with Kinn! Elsevier’s Kinn’s The Administrative Medical Assistant, 13th Edition provides you with the real-world administrative skills that are essential to working in the modern medical office. An applied learning approach to the MA curriculum is threaded throughout each chapter to help you further develop the tactile and critical thinking skills necessary in today’s healthcare setting. Paired with our adaptive solutions, EHR documentation, ICD-10 coverage and, detailed procedural videos, you will learn the professional and interpersonal skills of modern administrative medical assisting!
- Professionalism in applicable procedures teaches you how to properly interact with patients and coworkers.
- Professional behavior boxes provide guidelines on how to interact with patients, families, and coworkers.
- Step-by-step procedures explain complex conditions and abstract concepts.
- Patient education and legal and ethical issues are described in relation to the Medical Assistant's job.
- Critical thinking applications test your understanding of the content.
- Threaded case scenarios help you to apply concepts to realistic administrative situations.
- Portfolio builder helps you demonstrate proficiency to potential employers.
- NEW! Chapter on The Health Record reviews how you’ll be working with a patient’s medical record.
- NEW! Chapter on Technology in the Medical Office introduces you to the role technology plays in the medical office.
- NEW! Administrative procedure videos helps you visualize and review key procedures.
- NEW! Chapter on Competency-Based Education helps you to understand how your mastery of the material will affect your ability to get a job.
- Basics of Diagnostic Coding prepares you to use ICD-10 coding system.
Table of Contents
| Section Title | Page | Action | Price |
|---|---|---|---|
| Front Cover | cover | ||
| Inside Front Cover | ifc1 | ||
| Procedures | i | ||
| Kinn's The Administrative Medical Assistant | iii | ||
| Copyright Page | vi | ||
| Preface | vii | ||
| New to This Edition | vii | ||
| Evolve | vii | ||
| Study Guide and Procedure Checklist Manual | vii | ||
| Features | vii | ||
| Reviewers | xiii | ||
| Table Of Contents | xv | ||
| Unit One Introduction to Medical Assisting | 1 | ||
| 1 Competency-Based Education and the Medical Assistant Student | 1 | ||
| Learning Objectives | 1 | ||
| Vocabulary | 1 | ||
| Scenario | 1 | ||
| Adult Learners and Competency-Based Education | 2 | ||
| Portfolios | 2 | ||
| Who You are as a Learner: How Do You Learn Best? | 3 | ||
| Learning Style Inventory | 3 | ||
| Using Your Learning Profile to Be a Successful Student: Where Do I Go From Here? | 4 | ||
| Coping Mechanisms | 5 | ||
| Time Management: Putting Time on Your Side | 6 | ||
| How to Put Time on Your Side | 6 | ||
| Study Skills: Tricks for Becoming a Successful Student | 7 | ||
| Test-Taking Strategies: Taking Charge of Your Success | 9 | ||
| Becoming a Critical Thinker: Making Mental Connections | 10 | ||
| Tables and Graphs | 10 | ||
| Problem Solving and Conflict Management | 11 | ||
| Assertive, Aggressive, and Passive Communication | 12 | ||
| Assertive Communication | 12 | ||
| Passive and Aggressive Behaviors and Language | 12 | ||
| Summary of Scenario | 13 | ||
| Summary of Learning Objectives | 13 | ||
| Connections | 14 | ||
| 2 The Medical Assistant and the Healthcare Team | 15 | ||
| Learning Objectives | 15 | ||
| Vocabulary | 15 | ||
| Scenario | 15 | ||
| The History of Medicine | 16 | ||
| National Departments and Agencies That Focus on Health | 18 | ||
| Professional Medical Assisting Organizations | 18 | ||
| Medical Assistant Job Description | 18 | ||
| Allied Health Professionals | 19 | ||
| Medical Professionals | 20 | ||
| Doctors of Medicine | 20 | ||
| Doctors of Osteopathy | 20 | ||
| Doctors of Chiropractic | 20 | ||
| Hospitalists | 20 | ||
| Dentists | 25 | ||
| Optometrists | 25 | ||
| Podiatrists | 25 | ||
| Nurse Practitioners | 26 | ||
| Nurse Anesthetists | 26 | ||
| Physician Assistants | 26 | ||
| Types of Healthcare Facilities | 26 | ||
| Hospitals | 26 | ||
| Primary Level of Care | 26 | ||
| Secondary Level of Care | 26 | ||
| Tertiary Level of Care | 26 | ||
| Ambulatory Care | 27 | ||
| Other Healthcare Facilities | 27 | ||
| The Patient-Centered Medical Home | 27 | ||
| Scope of Practice and Standards of Care for Medical Assistants | 28 | ||
| Closing Comments | 29 | ||
| Patient Education | 29 | ||
| Legal and Ethical Issues | 30 | ||
| Summary of Scenario | 30 | ||
| Summary of Learning Objectives | 30 | ||
| Connections | 31 | ||
| 3 Professional Behavior in the Workplace | 32 | ||
| Learning Objectives | 32 | ||
| Vocabulary | 32 | ||
| Scenario | 32 | ||
| The Meaning of Professionalism | 32 | ||
| Work Ethics | 33 | ||
| Attributes of Professional Medical Assistants | 33 | ||
| Courteous and Respectful | 33 | ||
| Diplomatic and Tactful | 34 | ||
| Responsible and Honest | 34 | ||
| Response to Criticism | 34 | ||
| Professional Image | 34 | ||
| Obstructions to Professionalism | 35 | ||
| Personal Problems and “Baggage” | 35 | ||
| Rumors and the “Grapevine” | 35 | ||
| Personal Phone Calls and Business | 35 | ||
| Establishing Healthy Self-Boundaries | 36 | ||
| The Healthcare Team | 36 | ||
| Time Management | 36 | ||
| Prioritizing | 37 | ||
| Medical Assistant Organizations | 37 | ||
| Closing Comments | 38 | ||
| Patient Education | 38 | ||
| Legal and Ethical Issues | 38 | ||
| Summary of Scenario | 38 | ||
| Summary of Learning Objectives | 38 | ||
| Connections | 39 | ||
| 4 Therapeutic Communication | 40 | ||
| Learning Objectives | 40 | ||
| Vocabulary | 40 | ||
| Scenario | 40 | ||
| First Impressions | 41 | ||
| Patient-Centered Care | 41 | ||
| Communication Paths | 41 | ||
| Verbal Communication | 41 | ||
| Nonverbal Communication | 42 | ||
| Recognizing and Responding to Verbal and Nonverbal Communications | 44 | ||
| Communication Barriers | 44 | ||
| Providing Unwarranted Assurance | 44 | ||
| Giving Advice | 44 | ||
| Using Medical Terminology | 45 | ||
| Leading Questions | 45 | ||
| Talking Too Much | 45 | ||
| Stereotyping | 45 | ||
| Physical Impairment | 45 | ||
| Language | 45 | ||
| Sensitivity to Diversity | 45 | ||
| Overcoming Barriers to Communication | 46 | ||
| Communication during Difficult Times | 46 | ||
| Therapeutic Techniques | 46 | ||
| Active Listening Techniques | 47 | ||
| Open and Closed Questions or Statements | 49 | ||
| Communication Across the Life Span | 49 | ||
| Maslow’s Hierarchy of Needs | 50 | ||
| Closing Comments | 50 | ||
| Patient Education | 50 | ||
| Legal and Ethical Issues | 51 | ||
| Summary of Scenario | 51 | ||
| Summary of Learning Objectives | 51 | ||
| Connections | 52 | ||
| 5 Patient Education | 53 | ||
| Learning Objectives | 53 | ||
| Scenario | 53 | ||
| Patient Education and Models of Health and Illness | 54 | ||
| Patient Factors That Affect Learning | 56 | ||
| Perception of Disease Versus Actual State of Disease | 56 | ||
| Patient’s Need for Information | 56 | ||
| Patient’s Age and Developmental Level | 56 | ||
| Patient’s Mental and Emotional State | 56 | ||
| Influence of Multicultural and Diversity Factors on Patient Education | 56 | ||
| Patient Learning Style | 57 | ||
| Impact of Physical Disabilities | 57 | ||
| The Teaching Plan | 58 | ||
| Assess the Patient’s Learning Needs | 58 | ||
| Determine the Teaching Priorities | 58 | ||
| Decide on the Appropriate Teaching Materials | 59 | ||
| Decide on the Appropriate Teaching Methods | 61 | ||
| Implement the Teaching Plan | 62 | ||
| Closing Comments | 64 | ||
| Legal and Ethical Issues | 64 | ||
| HIPAA Applications | 64 | ||
| Summary of Scenario | 64 | ||
| Summary of Learning Objectives | 65 | ||
| Connections | 66 | ||
| 6 Medicine and Law | 67 | ||
| Learning Objectives | 67 | ||
| Vocabulary | 67 | ||
| Scenario | 67 | ||
| Jurisprudence and the Classifications of Law | 69 | ||
| Criminal Law | 69 | ||
| Misdemeanors | 69 | ||
| Felonies | 69 | ||
| Civil Law | 69 | ||
| Tort Law | 70 | ||
| Contract Law | 70 | ||
| Anatomy of a Medical Professional Liability Lawsuit | 70 | ||
| What Constitutes a Valid Contract? | 70 | ||
| Breach of Contract | 71 | ||
| Medical Professional Liability Lawsuit | 71 | ||
| Interrogatories | 71 | ||
| Depositions | 71 | ||
| Subpoenas | 71 | ||
| Inside the Courtroom | 72 | ||
| Burden of Proof | 72 | ||
| Outcome of the Case | 72 | ||
| Mediation and Arbitration | 72 | ||
| Medical Liability and Negligence | 73 | ||
| The Four Ds of Negligence | 73 | ||
| Types of Damages | 74 | ||
| Risk Management Practices | 74 | ||
| Liability, Malpractice, and Personal Injury Insurances | 74 | ||
| Consent | 75 | ||
| Giving Consent to Medical Procedures | 75 | ||
| Statute of Limitations | 76 | ||
| Confidentiality | 76 | ||
| Law and Medical Practice | 77 | ||
| Compliance Reporting | 77 | ||
| Laws Having a Significant Impact on Healthcare | 77 | ||
| Patient Self-Determination Act | 77 | ||
| Uniform Anatomical Gift Act | 78 | ||
| Patients’ Bill of Rights | 78 | ||
| Americans with Disabilities Act | 80 | ||
| Genetic Information Nondiscrimination Act | 81 | ||
| Health Insurance Portability and Accountability Act | 81 | ||
| Notice of Privacy Practices. | 81 | ||
| HITECH Act | 85 | ||
| Affordable Care Act of 2010 | 86 | ||
| Closing Comments | 86 | ||
| Patient Education | 86 | ||
| Legal and Ethical Issues | 86 | ||
| Summary of Scenario | 87 | ||
| Summary of Learning Objectives | 88 | ||
| Connections | 89 | ||
| 7 Medicine and Ethics | 90 | ||
| Learning Objectives | 90 | ||
| Vocabulary | 90 | ||
| Scenario | 90 | ||
| History of Ethics in Medicine | 93 | ||
| Making Ethical Decisions | 94 | ||
| Elements of Ethics | 94 | ||
| Types of Ethical Problems | 94 | ||
| The Ethical Decision-Making Process | 95 | ||
| The Council on Ethical and Judicial Affairs | 95 | ||
| Opinions on Social Policy Issues | 95 | ||
| Preventing, Identifying, and Treating Violence and Abuse | 95 | ||
| HIV Testing | 96 | ||
| Withholding or Withdrawing Life-Prolonging Treatment | 96 | ||
| Organ Donation | 96 | ||
| Allocation of Health Resources | 96 | ||
| Opinions on Confidentiality, Advertising, and Communications | 96 | ||
| Advertising and Publicity | 97 | ||
| Advertising. | 97 | ||
| Communication with the Media. | 97 | ||
| Opinions on Practice Matters | 97 | ||
| Fees and Charges | 97 | ||
| Fee Splitting and Contingent Fees | 98 | ||
| Waiver of Insurance Co-Payments | 98 | ||
| Professional Courtesy | 98 | ||
| Conflicts of Interest | 98 | ||
| Unethical Conduct by Members of the Health Professions | 98 | ||
| Closing Comments | 99 | ||
| Patient Education | 99 | ||
| Legal and Ethical Issues | 99 | ||
| Summary of Scenario | 99 | ||
| Summary of Learning Objectives | 100 | ||
| Connections | 100 | ||
| Unit Two Ambulatory Care Administration | 101 | ||
| 8 Technology and Written Communication | 101 | ||
| Learning Objectives | 101 | ||
| Vocabulary | 101 | ||
| Scenario | 101 | ||
| Electronic Technology in the Ambulatory Care Center | 102 | ||
| Personal Computer Hardware | 103 | ||
| Input Devices | 103 | ||
| Output Devices | 105 | ||
| Internal Components | 105 | ||
| Secondary Storage Devices | 106 | ||
| Network and Internet Access Devices | 107 | ||
| Maintaining Computer Hardware | 107 | ||
| Computer Workstation Ergonomics | 108 | ||
| Software Used in the Ambulatory Care Center | 108 | ||
| Computer Network Security | 109 | ||
| Technology Advances in Healthcare | 110 | ||
| Fundamentals of Written Communication | 111 | ||
| Parts of Speech | 111 | ||
| Appropriate Use of Words | 112 | ||
| Capitalization, Numbers, and Punctuation | 112 | ||
| Written Correspondence | 114 | ||
| Parts of a Professional Letter | 115 | ||
| Sender’s Address | 115 | ||
| Date | 115 | ||
| Inside Address | 115 | ||
| Reference Line | 115 | ||
| Salutation | 115 | ||
| Subject Line | 115 | ||
| Body of the Letter | 115 | ||
| Closing | 116 | ||
| Signature Block | 117 | ||
| End Notations | 117 | ||
| Continuation Pages | 117 | ||
| Business Letter Formats | 117 | ||
| Full Block Letter Format | 117 | ||
| Modified Block Letter Format | 118 | ||
| Semi–Block Letter Format | 118 | ||
| Letter Templates | 120 | ||
| Preparing the Letter for Delivery | 120 | ||
| Memorandums | 121 | ||
| Professional E-Mails | 123 | ||
| Faxed Communication | 124 | ||
| Closing Comments | 124 | ||
| Patient Education | 124 | ||
| Legal and Ethical Issues | 124 | ||
| Summary of Scenario | 125 | ||
| Summary of Learning Objectives | 125 | ||
| Connections | 126 | ||
| 9 Telephone Techniques | 127 | ||
| Learning Objectives | 127 | ||
| Vocabulary | 128 | ||
| Scenario | 127 | ||
| Telephone Equipment | 128 | ||
| Multiple-Line Telephone | 128 | ||
| Headset | 128 | ||
| Features | 128 | ||
| Speakerphone | 129 | ||
| Conference Calls | 129 | ||
| Caller ID | 129 | ||
| Voice Mail | 129 | ||
| Call Forwarding | 129 | ||
| Intercom | 130 | ||
| Call Hold | 130 | ||
| Speed Dialing | 130 | ||
| Cell Phones | 130 | ||
| Telephone Equipment Needs of a Healthcare Facility | 130 | ||
| Number and Placement of Telephones | 130 | ||
| Effective Use of the Telephone | 130 | ||
| Active Listening | 130 | ||
| Developing a Pleasing Telephone Personality | 131 | ||
| Managing Telephone Calls | 132 | ||
| Thinking Ahead | 132 | ||
| Confidentiality | 132 | ||
| Answering Promptly | 132 | ||
| Identifying the Facility | 133 | ||
| Identifying the Caller | 133 | ||
| Screening Incoming Calls | 133 | ||
| Screening Guidelines | 134 | ||
| Getting the Information the Provider Needs | 134 | ||
| Placing Callers on Hold | 134 | ||
| Transferring a Call | 134 | ||
| Taking a Message | 134 | ||
| Messages Taken on Paper | 136 | ||
| Messages Recorded Electronically | 136 | ||
| Taking Action on Telephone Messages | 136 | ||
| Retaining Records of Telephone Messages | 136 | ||
| Typical Incoming Calls | 137 | ||
| Requests for Directions | 137 | ||
| Inquiries About Bills | 137 | ||
| Inquiries About Fees | 137 | ||
| Questions About Participating Providers | 137 | ||
| Requests for Assistance With Insurance | 137 | ||
| Radiology and Laboratory Reports | 137 | ||
| Satisfactory Progress Reports from Patients | 138 | ||
| Routine Reports from Hospitals and Other Sources | 138 | ||
| Requests for Referrals | 138 | ||
| Office Administration Matters | 138 | ||
| Special Incoming Calls | 138 | ||
| Patients Refusing to Discuss Symptoms | 138 | ||
| Unsatisfactory Progress Reports | 138 | ||
| Requests for Test Results | 138 | ||
| Requests for Information from Third Parties | 139 | ||
| Complaints About Care or Fees | 139 | ||
| Calls from Staff Members’ Families or Friends | 139 | ||
| Handling Difficult Calls | 139 | ||
| Angry Callers | 139 | ||
| Aggressive Callers | 139 | ||
| Unauthorized Inquiry Calls | 139 | ||
| Sales Calls | 139 | ||
| Callers With Difficulty Communicating | 140 | ||
| Typical Outgoing Calls | 140 | ||
| Time Zones | 140 | ||
| Long Distance Calling | 140 | ||
| Using a Telephone Directory | 140 | ||
| Telephone Services | 141 | ||
| Answering Services | 141 | ||
| Automatic Call Routing | 141 | ||
| Closing Comments | 141 | ||
| Patient Education | 141 | ||
| Legal and Ethical Issues | 142 | ||
| Summary of Scenario | 142 | ||
| Summary of Learning Objectives | 142 | ||
| Connections | 144 | ||
| 10 Scheduling Appointments and Patient Processing | 145 | ||
| Learning Objectives | 145 | ||
| Vocabulary | 146 | ||
| Scenario | 145 | ||
| Establishing the Appointment Schedule | 147 | ||
| Patient Needs | 147 | ||
| Provider Preferences and Habits | 147 | ||
| Creating the Appointment Matrix | 147 | ||
| Establishing Guidelines for Appointment Scheduling | 147 | ||
| Available Facilities | 149 | ||
| Methods of Scheduling Appointments | 149 | ||
| Computerized Scheduling | 149 | ||
| Appointment Book Scheduling | 150 | ||
| Self-Scheduling | 150 | ||
| Legality of the Appointment Scheduling System | 150 | ||
| Types of Appointment Scheduling | 151 | ||
| Time-Specified (Stream) Scheduling | 151 | ||
| Wave Scheduling | 151 | ||
| Modified Wave Scheduling | 151 | ||
| Double-Booking | 151 | ||
| Open Office Hours | 151 | ||
| Grouping Procedures | 151 | ||
| Advance Booking | 151 | ||
| Time Patterns | 151 | ||
| Telephone Scheduling | 152 | ||
| Scheduling Appointments for New Patients | 152 | ||
| Scheduling Appointments for Established Patients | 155 | ||
| In Person | 155 | ||
| By Telephone | 157 | ||
| Scheduling Other Types of Appointments | 157 | ||
| Inpatient Surgeries | 157 | ||
| Outpatient and Inpatient Procedure Appointments | 157 | ||
| Outside Visits | 159 | ||
| Providers | 159 | ||
| Pharmaceutical Representatives | 159 | ||
| Salespeople | 159 | ||
| Special Circumstances | 160 | ||
| Late Patients | 160 | ||
| Rescheduling Appointments | 160 | ||
| Emergency Situations | 160 | ||
| Provider Referrals | 160 | ||
| Patients Without Appointments | 160 | ||
| Failed Appointments | 160 | ||
| No-Show Policy | 160 | ||
| Increasing Appointment Show Rates | 161 | ||
| Automated Call Routing | 161 | ||
| Appointment Cards | 161 | ||
| Confirmation Calls | 161 | ||
| E-Mail Reminders | 161 | ||
| Mailed Reminders | 161 | ||
| Handling Cancellations and Delays | 161 | ||
| When the Patient Cancels | 161 | ||
| When the Provider Is Delayed | 161 | ||
| When the Provider Is Called to an Emergency | 161 | ||
| When the Provider Is Ill or Out of Town | 162 | ||
| Patient Processing | 163 | ||
| The Reception Area | 163 | ||
| Preparing for Patient Arrival | 165 | ||
| Preparing Health Records | 165 | ||
| Patient Check-in | 165 | ||
| Greeting the Patient | 166 | ||
| Patient Interaction | 167 | ||
| Registration Procedures | 167 | ||
| Obtaining a Patient’s History | 168 | ||
| Showing Consideration for Patients’ Time | 168 | ||
| Patients With Special Needs | 169 | ||
| Escorting and Instructing the Patient | 169 | ||
| Health Record Care | 169 | ||
| Challenging Situations | 169 | ||
| Talkative Patients | 169 | ||
| Children | 170 | ||
| Angry Patients in the Reception Area | 170 | ||
| Patient’s Relatives and Friends | 170 | ||
| The Friendly Farewell | 170 | ||
| Patient Checkout | 170 | ||
| Planning for the Next Day | 170 | ||
| Closing Comments | 170 | ||
| Patient Education | 171 | ||
| Legal and Ethical Issues | 171 | ||
| Summary of Scenario | 171 | ||
| Summary of Learning Objectives | 172 | ||
| Connections | 174 | ||
| 11 Daily Operations in the Ambulatory Care Setting | 175 | ||
| Learning Objectives | 175 | ||
| Vocabulary | 175 | ||
| Scenario | 175 | ||
| Medical Office Environment | 176 | ||
| Opening the Healthcare Facility | 176 | ||
| Closing the Healthcare Facility | 178 | ||
| Daily and Monthly Duties | 178 | ||
| Security in the Healthcare Facility | 179 | ||
| Equipment and Supplies | 179 | ||
| Equipment | 179 | ||
| Equipment Inventory | 179 | ||
| Equipment Safety and Maintenance | 180 | ||
| Service Calls and Warranties | 182 | ||
| Purchasing Equipment | 182 | ||
| Supplies | 183 | ||
| Inventory Management | 183 | ||
| Inventory Control Systems | 183 | ||
| Taking Inventory | 185 | ||
| Price Consideration When Ordering Supplies | 185 | ||
| Ordering Supplies | 185 | ||
| Receiving the Order | 186 | ||
| Handling Mail | 188 | ||
| United States Postal Service | 188 | ||
| Domestic United States Postal Services | 188 | ||
| Insurance and Additional Services | 189 | ||
| Private Delivery Services | 190 | ||
| Incoming Mail | 190 | ||
| Body Mechanics | 191 | ||
| Closing Comments | 192 | ||
| Patient Education | 192 | ||
| Legal and Ethical Issues | 192 | ||
| Summary of Scenario | 193 | ||
| Summary of Learning Objectives | 193 | ||
| Connections | 194 | ||
| 12 The Health Record | 195 | ||
| Learning Objectives | 195 | ||
| Vocabulary | 196 | ||
| Scenario | 195 | ||
| Types of Records | 197 | ||
| The Importance of Accurate Health Records | 197 | ||
| Contents of the Health Record | 197 | ||
| Subjective Information | 197 | ||
| Personal Demographics | 197 | ||
| Past Health, Family, and Social History | 198 | ||
| Past Health History. | 199 | ||
| Patient’s Family History. | 199 | ||
| Patient’s Social History. | 199 | ||
| Patient’s Chief Complaint | 200 | ||
| Objective Information | 201 | ||
| Vital Signs and Anthropometric Measurements | 201 | ||
| Findings and Laboratory and Radiology Reports | 201 | ||
| Diagnosis | 201 | ||
| Treatment Prescribed and Progress Notes | 201 | ||
| Condition at the Time of Termination of Treatment | 201 | ||
| The Medical Assistant’s Role | 201 | ||
| Ownership of the Health Record | 202 | ||
| Technologic Terms in Health Information | 202 | ||
| American Recovery and Reinvestment Act | 203 | ||
| The Health Information Technology for Economic and Clinical Health Act and Meaningful Use | 203 | ||
| Advantages and Disadvantages of the EHR | 203 | ||
| Capabilities of Electronic Health Record Systems | 205 | ||
| Nonverbal Communication with the Patient When Using the Electronic Health Record | 207 | ||
| Backup Systems for the Electronic Health Record | 208 | ||
| Transfer, Destruction, and Retention of Electronic Health Records | 208 | ||
| Retention and Destruction | 209 | ||
| Releasing Health Record Information | 209 | ||
| Health Information Exchanges | 211 | ||
| Creating an Efficient Paper Health Records Management System | 211 | ||
| Organization of the Health Record | 211 | ||
| Source-Oriented Medical Records | 211 | ||
| Problem-Oriented Medical Records | 211 | ||
| Documenting in an Electronic Health Record | 211 | ||
| Documenting in a Paper Health Record | 211 | ||
| Making Corrections and Alterations to Health Records | 213 | ||
| Dictation and Transcription | 213 | ||
| Voice Recognition Software | 213 | ||
| Transfer, Destruction, and Retention of Paper Health Records | 213 | ||
| Retention and Destruction | 214 | ||
| Long-Term Storage | 214 | ||
| Filing Equipment | 215 | ||
| Drawer Files | 215 | ||
| Horizontal Shelf Files | 215 | ||
| Rotary Circular Files | 215 | ||
| Compactable Files | 215 | ||
| Automated Files | 215 | ||
| Card Files | 215 | ||
| Filing Supplies | 216 | ||
| Divider Guides | 216 | ||
| Outguides | 216 | ||
| File Folders | 216 | ||
| Labels | 216 | ||
| Indexing Rules | 217 | ||
| Filing Methods | 219 | ||
| Alphabetic Filing | 219 | ||
| Numeric Filing | 219 | ||
| Subject Filing | 220 | ||
| Color-Coding | 220 | ||
| Alphabetic Color-Coding | 220 | ||
| Numeric Color-Coding | 220 | ||
| Other Color-Coding Applications | 220 | ||
| Organization of Files | 220 | ||
| Health-Related Correspondence | 220 | ||
| General Correspondence | 220 | ||
| Practice Management Files | 221 | ||
| Miscellaneous Files | 221 | ||
| Tickler or Follow-Up Files | 221 | ||
| Transitory or Temporary File | 221 | ||
| Closing Comments | 221 | ||
| Patient Education | 221 | ||
| Legal and Ethical Issues | 221 | ||
| Summary of Scenario | 222 | ||
| Summary of Learning Objectives | 222 | ||
| Connections | 224 | ||
| 13 Principles of Pharmacology | 225 | ||
| Learning Objectives | 225 | ||
| Vocabulary | 225 | ||
| Scenario | 225 | ||
| Government Regulation | 226 | ||
| Controlled Substances | 227 | ||
| Regulation of Controlled Substances | 227 | ||
| Drug Abuse | 229 | ||
| Drug Names | 229 | ||
| Approaches to Studying Pharmacology | 230 | ||
| Drug Reference Materials | 230 | ||
| Package Inserts | 230 | ||
| Physicians’ Desk Reference | 230 | ||
| United States Pharmacopeia/National Formulary | 231 | ||
| Learning About Drugs | 231 | ||
| Dispensing Drugs | 231 | ||
| Prescription Drugs | 232 | ||
| Drug Interactions with the Body | 236 | ||
| Drug Absorption | 236 | ||
| Oral Route | 236 | ||
| Parenteral Route | 237 | ||
| Mucous Membrane Absorption | 237 | ||
| Topical Absorption | 237 | ||
| Drug Distribution | 237 | ||
| Drug Action | 238 | ||
| Drug Metabolism | 238 | ||
| Drug Excretion | 239 | ||
| Factors Affecting Drug Action | 239 | ||
| Body Weight | 239 | ||
| Age | 239 | ||
| Gender | 239 | ||
| Time of Day | 240 | ||
| Pathologic Factors | 240 | ||
| Immune Responses | 240 | ||
| Psychological Factors | 240 | ||
| Tolerance | 240 | ||
| Accumulation | 240 | ||
| Idiosyncrasy | 240 | ||
| Drug-Drug Interactions | 240 | ||
| Classifications of Drug Actions | 241 | ||
| Examples of Drug Classifications | 241 | ||
| Adrenergics | 241 | ||
| Adrenergic Blockers | 241 | ||
| Analgesics | 241 | ||
| Anesthetics | 241 | ||
| Antacids/Proton-Pump Inhibitors | 241 | ||
| Antianxiety Agents | 241 | ||
| Antibiotics | 241 | ||
| Anticholinergics | 242 | ||
| Anticoagulants | 242 | ||
| Anticonvulsants | 242 | ||
| Antidepressants | 242 | ||
| Antiemetics | 242 | ||
| Antifungals | 242 | ||
| Antihistamines | 242 | ||
| Antihypertensive Agents | 242 | ||
| Antiinflammatory Agents | 242 | ||
| Antimigraine Agents | 242 | ||
| Antineoplastics | 243 | ||
| Antipsychotics | 243 | ||
| Antipruritics | 243 | ||
| Antipyretics | 243 | ||
| Antispasmodics | 243 | ||
| Antitussives | 243 | ||
| Antiviral Agents | 243 | ||
| Bronchodilators | 243 | ||
| Cathartics (Laxatives) | 243 | ||
| Central Nervous System Stimulants | 243 | ||
| Contraceptives | 243 | ||
| Decongestants | 243 | ||
| Diuretics | 244 | ||
| Erectile Dysfunction Agents | 244 | ||
| Expectorants | 244 | ||
| Hematopoietic Agents | 244 | ||
| Hemostatic Agents | 244 | ||
| Hormone Replacement Agents | 244 | ||
| Hypnotics (Sedatives) | 244 | ||
| Lipid-Lowering Agents | 244 | ||
| Miotics | 244 | ||
| Monoclonal Antibodies | 244 | ||
| Mydriatic Agents (Anticholinergic) | 244 | ||
| Narcotics | 245 | ||
| Oral Hypoglycemic Agents | 245 | ||
| Osteoporosis Agents | 245 | ||
| Respiratory Corticosteroid Agents | 245 | ||
| Herbal and Alternative Therapies | 249 | ||
| Herbal Products | 249 | ||
| Regulation of Herbal Products | 249 | ||
| Commonly Used Herbal Products | 249 | ||
| Alternative Therapies | 249 | ||
| Acupuncture | 249 | ||
| Chiropractic Care | 249 | ||
| Mind-Body Therapy | 249 | ||
| Homeopathic Medicine | 251 | ||
| Closing Comments | 252 | ||
| Patient Education | 252 | ||
| Therapeutic Communication with Patients from Diverse Cultures | 252 | ||
| Legal and Ethical Issues | 252 | ||
| HIPAA Applications | 252 | ||
| Summary of Scenario | 253 | ||
| Summary of Learning Objectives | 253 | ||
| Connections | 254 | ||
| Unit Three Coding and Medical Billing Procedures | 255 | ||
| 14 Basics of Diagnostic Coding | 255 | ||
| Learning Objectives | 255 | ||
| Vocabulary | 255 | ||
| Scenario | 255 | ||
| The History of Medical Coding | 256 | ||
| Medical Coding in the United States | 256 | ||
| Getting to Know the ICD-10-CM | 256 | ||
| What Is Diagnostic Coding? | 256 | ||
| Transitioning from ICD-9-CM to ICD-10-CM | 257 | ||
| General Equivalence Mappings | 257 | ||
| Structure and Format of the ICD-10-CM | 258 | ||
| The Alphabetic Index | 258 | ||
| Supplementary Sections of the Alphabetic Index | 259 | ||
| The Tabular List | 260 | ||
| Conventions Used in the Tabular List | 261 | ||
| Placeholder Character. | 261 | ||
| Example 14-1—Using the Dummy Placeholder for the 5th Character. | 261 | ||
| Example 14-2—Using the Dummy Placeholder in 7-Character Codes. | 261 | ||
| Codes with 7 Characters. | 261 | ||
| Punctuation. | 261 | ||
| Instructional Notations. | 261 | ||
| Cross Reference Notes. | 262 | ||
| Relational Terms. | 262 | ||
| Coding Guidelines | 262 | ||
| Preparing for Medical Coding | 263 | ||
| Extracting Diagnostic Statements | 263 | ||
| Encounter Form | 263 | ||
| History and Physical Exam | 263 | ||
| Treatment or Progress Notes | 263 | ||
| Discharge Summary | 263 | ||
| Operative Report | 263 | ||
| Radiology, Laboratory, and Pathology Reports | 263 | ||
| Steps in ICD-10-CM Coding | 263 | ||
| Using the Alphabetic Index | 267 | ||
| Using the Tabular List | 268 | ||
| Encoder Software | 268 | ||
| Understanding Coding Guidelines | 268 | ||
| Coding of Signs and Symptoms | 268 | ||
| Coding the Etiology and Manifestation | 269 | ||
| Multiple Coding | 269 | ||
| Sequela (Late Effects) Codes | 269 | ||
| Coding Complications of Care | 269 | ||
| Coding Infectious and Parasitic Diseases | 270 | ||
| Coding Organism-Caused Diseases | 270 | ||
| Human Immunodeficiency Virus (HIV) Infection and Acquired Immunodeficiency Syndrome (AIDS) | 270 | ||
| Selection and Sequencing of HIV Codes | 270 | ||
| (a) Patient Admitted for HIV-Related Condition. | 270 | ||
| (b) Patient with HIV Disease Admitted for Unrelated Condition. | 270 | ||
| (c) HIV Infection in Pregnancy, Childbirth, and the Puerperium. | 270 | ||
| (d) Encounters for Testing for HIV. | 270 | ||
| Coding Neoplasms | 270 | ||
| Terms Defining Malignant Neoplasm Sites | 270 | ||
| Definitions of Benign, Uncertain Behavior, and Unspecified Nature Neoplasms | 271 | ||
| Six Steps for Coding Neoplasms | 271 | ||
| Coding for Diabetes Mellitus | 271 | ||
| Diabetes Mellitus and the Use of Insulin | 271 | ||
| Gestational Diabetes | 272 | ||
| Coding for the Circulatory System | 272 | ||
| Myocardial Infarction | 272 | ||
| Hypertensive Disease | 272 | ||
| Coding for Chronic Kidney Disease | 273 | ||
| Coding for Atherosclerotic Cardiovascular Disease | 273 | ||
| Coding for Skin Ulcers | 273 | ||
| Coding for Complications of Pregnancy, Childbirth, and the Puerperium | 273 | ||
| 7th Character for Fetus Identification | 274 | ||
| Outcome of Delivery and Liveborn Infant Codes | 274 | ||
| Newborn Coding | 274 | ||
| Coding for Injuries | 274 | ||
| Superficial Injuries | 274 | ||
| Primary Injury With Damage to Nerves and/or Blood Vessels | 274 | ||
| Coding for Traumatic Fractures | 274 | ||
| Coding for Burns and Corrosions | 274 | ||
| Coding for Drug Toxicity | 275 | ||
| Coding for External Causes of Morbidity | 275 | ||
| Place of Occurrence Guideline | 275 | ||
| Activity Codes | 275 | ||
| Coding for Health Status and Contact With Health Services | 275 | ||
| Maximizing Third-Party Reimbursement | 275 | ||
| Providers and Accurate Coding | 276 | ||
| Closing Comments | 276 | ||
| Patient Education | 277 | ||
| Legal and Ethical Issues | 277 | ||
| Summary of Scenario | 277 | ||
| Summary of Learning Objectives | 277 | ||
| Connections | 279 | ||
| 15 Basics of Procedural Coding | 280 | ||
| Learning Objectives | 280 | ||
| Vocabulary | 280 | ||
| Scenario | 280 | ||
| Introduction to the CPT Manual | 281 | ||
| The Organization of the CPT Manual | 281 | ||
| Category I Codes | 281 | ||
| Category II Codes | 281 | ||
| Category III Codes | 281 | ||
| The Evolution of CPT Coding | 282 | ||
| The Alphabetic Index | 282 | ||
| The Tabular List | 282 | ||
| Evaluation and Management Section | 283 | ||
| Anesthesia Section | 283 | ||
| Surgery Section | 283 | ||
| Radiology Section | 283 | ||
| Pathology and Laboratory Section | 283 | ||
| Medicine Section | 284 | ||
| Unlisted Procedure or Service Code | 285 | ||
| CPT Coding Guidelines | 285 | ||
| Modifiers | 285 | ||
| CPT Conventions | 285 | ||
| Appendices | 285 | ||
| Medical Documentation for CPT Coding | 286 | ||
| Steps for Efficient CPT Procedural Coding | 288 | ||
| Abstracting | 288 | ||
| Using the Alphabetic Index | 290 | ||
| Searching the Alphabetic Index | 291 | ||
| Using See and See Also in the Alphabetic Index | 291 | ||
| Use of the Semicolon | 291 | ||
| Stand-Alone Codes and Code Ranges | 291 | ||
| Using the Tabular List | 291 | ||
| Section-Specific CPT Coding Guidelines | 292 | ||
| Common CPT Coding Guidelines: Evaluation and Management Section | 292 | ||
| Identifying the Place of Service | 293 | ||
| Identifying the Patient Status | 293 | ||
| Determining the Level of Service Provided | 294 | ||
| Key Components and Contributing Factors. | 294 | ||
| History. | 294 | ||
| Levels of History. | 294 | ||
| Examination. | 295 | ||
| Levels of Examination. | 295 | ||
| Medical Decision Making. | 295 | ||
| Number of Diagnoses and Management Options. | 295 | ||
| Amount and Complexity of Data Reviewed. | 295 | ||
| Risk of Complications and Morbidity or Mortality. | 295 | ||
| Complexity Levels in Medical Decision Making. | 295 | ||
| Factors That Contribute to E/M Complexity | 295 | ||
| Counseling. | 295 | ||
| Nature of the Presenting Problem. | 295 | ||
| Coordination of Care. | 295 | ||
| Time. | 295 | ||
| Common CPT Coding Guidelines: Anesthesia | 296 | ||
| Anesthesia Formula | 296 | ||
| Basic Unit Value (B) | 296 | ||
| Time Units (T) | 296 | ||
| Modifying Units (M) | 296 | ||
| Qualifying Circumstances (QC). | 296 | ||
| Physical Status Modifiers. | 296 | ||
| Conversion Factors | 297 | ||
| Calculating Anesthesia Services | 297 | ||
| Common CPT Coding Guidelines: Surgical Section | 298 | ||
| Surgical Package Definition | 298 | ||
| NCCI Edits and Unbundled Codes | 298 | ||
| Integumentary System | 298 | ||
| Excision of Lesions—Benign or Malignant | 298 | ||
| Levels of Closure (Repair) | 298 | ||
| Listing Services for Wound Repair | 299 | ||
| Musculoskeletal System | 299 | ||
| Fractures | 299 | ||
| Maternity Care and Delivery | 299 | ||
| Common CPT Coding Guidelines: Radiology Section | 300 | ||
| Common CPT Coding Guidelines: Pathology and Laboratory Section | 300 | ||
| Common CPT Coding Guidelines: Medicine Section | 300 | ||
| Immune Globulins | 300 | ||
| Immunization for Vaccines or Toxoids | 300 | ||
| Vaccines/Toxoids Codes. | 300 | ||
| Home Health Procedures and Services | 301 | ||
| HCPCS Code Set and Manual | 301 | ||
| Common HCPCS Coding Guidelines | 301 | ||
| Ambulance Transport | 301 | ||
| Medical and Surgical Supplies | 301 | ||
| Durable Medical Equipment | 302 | ||
| Closing Comments | 302 | ||
| Legal and Ethical Issues | 302 | ||
| Summary of Scenario | 302 | ||
| Summary of Learning Objectives | 303 | ||
| Connections | 304 | ||
| 16 Basics of Health Insurance | 305 | ||
| Learning Objectives | 305 | ||
| Vocabulary | 305 | ||
| Scenario | 305 | ||
| Purpose of Health Insurance | 306 | ||
| Contract with Patients | 306 | ||
| Health Insurance Plans | 306 | ||
| Government-Sponsored Health Insurance Plans | 306 | ||
| Employer-Sponsored Group Policies | 306 | ||
| Individual Health Insurance Plans | 306 | ||
| The Affordable Care Act | 306 | ||
| Benefits | 307 | ||
| Hospitalization | 307 | ||
| Surgical | 307 | ||
| Basic Medical | 307 | ||
| Disability (Loss of Income) Protection | 308 | ||
| Dental Care | 308 | ||
| Vision Care | 308 | ||
| Medicare Supplement | 308 | ||
| Liability Insurance | 308 | ||
| Life Insurance | 309 | ||
| Long-Term Care Insurance | 309 | ||
| Premiums | 309 | ||
| Health Insurance Identification Card | 309 | ||
| Verifying Eligibility of Services | 310 | ||
| Accessing Healthcare | 312 | ||
| Participating Provider Contracts | 312 | ||
| Contracted Fee Schedules | 313 | ||
| How Reimbursements Are Determined | 313 | ||
| Usual, Customary, and Reasonable Fees | 313 | ||
| Indemnity Schedules | 313 | ||
| Service Benefit Plans | 313 | ||
| Resource-Based Relative Value Scale | 313 | ||
| Privately Sponsored Health Insurance Plans | 314 | ||
| Blue Cross/Blue Shield | 314 | ||
| Other Commercial Insurances | 314 | ||
| Managed Care Organizations | 314 | ||
| Models of Managed Care Plans | 314 | ||
| Health Maintenance Organization | 314 | ||
| Independent Physician Association | 314 | ||
| Staff Model | 315 | ||
| Group Model | 315 | ||
| Preferred Provider Organization | 315 | ||
| Exclusive Provider Organization | 315 | ||
| Referrals | 316 | ||
| Preauthorization for Surgical Procedures | 316 | ||
| Utilization Management/Utilization Review | 318 | ||
| Government-Sponsored Plans | 318 | ||
| Medicare | 318 | ||
| Medicaid | 319 | ||
| Children’s Health Insurance Program | 319 | ||
| TRICARE | 320 | ||
| Civilian Health and Medical Program of the Veterans Administration | 321 | ||
| Workers’ Compensation | 321 | ||
| Employer-Established Self-Funded Plans | 321 | ||
| Closing Comments | 321 | ||
| Patient Education | 321 | ||
| Legal and Ethical Issues | 321 | ||
| Summary of Scenario | 322 | ||
| Summary of Learning Objectives | 322 | ||
| Connections | 323 | ||
| 17 Medical Billing and Reimbursement | 324 | ||
| Learning Objectives | 324 | ||
| Vocabulary | 324 | ||
| Scenario | 324 | ||
| Steps in Medical Billing | 325 | ||
| Types of Information Found in the Patient’s Billing Record | 326 | ||
| Managed Care Policies and Procedures | 327 | ||
| Precertification | 328 | ||
| Submitting Claims to Different Third-Party Payers | 329 | ||
| Generating Electronic Claims | 329 | ||
| Electronic Claims Submission | 329 | ||
| Direct Billing | 329 | ||
| Clearinghouse Submissions | 329 | ||
| Completing the CMS-1500 Health Insurance Claim Form | 330 | ||
| Section 1: Carrier—Block 1 (Figure 17-2) | 330 | ||
| Section 2: Patient and Insured Information—Blocks 1a to 13 (Figure 17-3) | 330 | ||
| Blocks 1a, 4, 7, and 11(a-d) | 330 | ||
| Blocks 2, 3, 5, 6, and 10 a-c | 330 | ||
| Block 9 | 330 | ||
| Blocks 12 and 13 | 331 | ||
| Section 3a: Physician or Supplier Information—Blocks 14 to 23 (Figure 17-6) | 332 | ||
| Block 14 | 332 | ||
| Date of Current Illness, Injury, or Pregnancy (LMP). | 332 | ||
| Block 15 | 332 | ||
| Other Date. | 332 | ||
| Block 16 | 332 | ||
| Dates Patient Unable to Work in Current Occupation. | 332 | ||
| Block 17 and 17b | 332 | ||
| Name of Referring Provider or Other Source. | 332 | ||
| Block 18 | 332 | ||
| Hospitalization Dates Related to Current Services. | 332 | ||
| Block 19 | 332 | ||
| Additional Claim Information (Designated by NUCC). | 332 | ||
| Block 20 | 332 | ||
| Outside Lab?/$Charges. | 332 | ||
| Block 21 | 332 | ||
| Diagnosis or Nature of Illness or Injury. | 332 | ||
| Block 22 | 332 | ||
| Resubmission Code/Optional Reference Number. | 332 | ||
| Block 23 | 332 | ||
| Prior Authorization Number. | 332 | ||
| Section 3b: Physician or Supplier Information—Blocks 24 to 33 (Figure 17-7) | 332 | ||
| Block 24 | 334 | ||
| Procedures and Charges. | 334 | ||
| Block 25 to 33 | 334 | ||
| Facility Information. | 334 | ||
| Accurate Coding to Prevent Fraud and Abuse | 338 | ||
| Upcoding and Downcoding | 338 | ||
| Preventing Rejection of a Claim | 339 | ||
| Communicating with Providers About Third-Party Requirements | 339 | ||
| Checking the Status of a Claim | 339 | ||
| Explanation of Benefits | 339 | ||
| Reading the Explanation of Benefits | 339 | ||
| Rejected Claims | 341 | ||
| Denied Claims | 341 | ||
| Medical Necessity | 341 | ||
| The Patient’s Financial Responsibility | 342 | ||
| Allowed Amount | 343 | ||
| Calculating the Coinsurance and Deductible | 343 | ||
| Discussing Patients’ Financial Responsibility | 343 | ||
| Showing Sensitivity When Discussing Patients’ Finances | 344 | ||
| Closing Comments | 345 | ||
| Patient Education | 345 | ||
| Legal and Ethical Issues | 345 | ||
| Summary of Scenario | 345 | ||
| Summary of Learning Objectives | 345 | ||
| Connections | 347 | ||
| Unit Four Medical Office Administrative Functions | 348 | ||
| 18 Patient Accounts, Collections, and Practice Management | 348 | ||
| Learning Objectives | 348 | ||
| Vocabulary | 348 | ||
| Scenario | 348 | ||
| Bookkeeping in the Healthcare Facility | 349 | ||
| Patient Account Records | 349 | ||
| Entering and Posting Transactions in Patient Accounts | 349 | ||
| Posting Charges | 349 | ||
| Posting Payments | 354 | ||
| Posting Adjustments | 354 | ||
| Special Bookkeeping Entries for Patient Account Records | 355 | ||
| Credit Balances | 355 | ||
| Third-Party Payments | 357 | ||
| Refunds | 357 | ||
| Interacting With Third-Party Representatives | 357 | ||
| Payment at the Time of Service | 357 | ||
| Displaying Sensitivity When Requesting Payment | 358 | ||
| Billing After a Payment Agreement Has Been Made | 358 | ||
| Using Credit for Medical Services | 358 | ||
| Truth in Lending Act | 358 | ||
| Obtaining Credit Information | 358 | ||
| Monthly Patient Account Statements | 358 | ||
| Medicare Advance Beneficiary Notices | 359 | ||
| Professional Courtesy | 359 | ||
| Billing Minors | 360 | ||
| Medical Care for Those Who Cannot Pay | 360 | ||
| Fees in Hardship Cases | 360 | ||
| Pitfalls of Fee Adjustments | 361 | ||
| Collection Procedures | 362 | ||
| When to Start Collection Procedures | 362 | ||
| Preparing Patient Accounts for Collection Activity | 362 | ||
| Collection Phone Calls | 362 | ||
| General Rules for Telephone Collections | 363 | ||
| What to Do | 363 | ||
| What Not to Do | 363 | ||
| Collection Letters | 363 | ||
| Personal Finance Interviews | 364 | ||
| Special Collection Situations | 364 | ||
| Tracing “Skips” | 364 | ||
| Suggestions for Tracing Skips | 364 | ||
| Claims Against Estates | 364 | ||
| Bankruptcy | 365 | ||
| Using a Collection Agency | 365 | ||
| Working With the Collection Agency | 365 | ||
| Making the Decision to Sue | 365 | ||
| Small Claims Court | 366 | ||
| Special Bookkeeping Entries for Collections | 366 | ||
| Nonsufficient Funds Checks (NSF) | 366 | ||
| Posting Collection Agency Transactions | 366 | ||
| Managing Funds in the Healthcare Facility | 366 | ||
| Accounts Receivable (A/R) | 366 | ||
| Accounts Payable (A/P) | 367 | ||
| Invoices and Statements | 367 | ||
| Paying for Purchases | 367 | ||
| Closing Comments | 367 | ||
| Patient Education | 367 | ||
| Legal and Ethical Issues | 367 | ||
| Summary of Scenario | 367 | ||
| Summary of Learning Objectives | 368 | ||
| Connections | 369 | ||
| 19 Banking Services and Procedures | 370 | ||
| Learning Objectives | 370 | ||
| Vocabulary | 371 | ||
| Scenario | 370 | ||
| Banking In Today’s Business World | 371 | ||
| Common Types of Bank Accounts | 372 | ||
| Checking Accounts | 372 | ||
| Savings Accounts | 372 | ||
| Money Market Savings Account | 372 | ||
| Signature Cards | 373 | ||
| Online Banking | 373 | ||
| Customer-Oriented Banking | 373 | ||
| Checks | 373 | ||
| Routing and Account Numbers | 373 | ||
| American Bankers Association Number | 374 | ||
| Types of Negotiable Instruments | 374 | ||
| Personal Check | 374 | ||
| Cashier’s Check | 374 | ||
| Money Order | 374 | ||
| Business Checks | 374 | ||
| Voucher Check | 375 | ||
| How Checks Are Processed from One Bank to Another | 375 | ||
| Nonsufficient Funds Check (NSF) | 375 | ||
| Cash Management | 375 | ||
| Debit Cards | 377 | ||
| Advantages of Using Debit Cards | 377 | ||
| Credit Cards | 377 | ||
| Precautions for Accepting Credit and Debit Cards | 377 | ||
| Banking Procedures in the Ambulatory Care Setting | 378 | ||
| Making Bank Deposits | 378 | ||
| Preparing the Deposit | 378 | ||
| Check Endorsements | 379 | ||
| Types of Endorsements | 379 | ||
| Blank Endorsement. | 379 | ||
| Restrictive Endorsement. | 379 | ||
| Special Endorsement. | 379 | ||
| Qualified Endorsement. | 380 | ||
| Methods of Endorsement | 380 | ||
| Stamp. | 380 | ||
| Signature. | 380 | ||
| Using Checks for Healthcare Facility Expenses | 380 | ||
| How to Write a Check | 380 | ||
| Writing Cash Checks | 380 | ||
| Mailing Checks | 380 | ||
| Overdraft | 380 | ||
| Stop-Payments | 381 | ||
| Paying Bills to Maximize Cash Flow | 381 | ||
| Online Bill Pay | 381 | ||
| Direct Deposit | 381 | ||
| Reward Credit Cards | 381 | ||
| Bank Statements and Reconciliation | 381 | ||
| What to Do When the Balances Do Not Match | 384 | ||
| Bank Statement Reconciliation Formula | 384 | ||
| Closing Comments | 384 | ||
| Patient Education | 384 | ||
| Legal and Ethical Issues | 384 | ||
| Summary of Scenario | 384 | ||
| Summary of Learning Objectives | 385 | ||
| Connections | 386 | ||
| 20 Supervision and Human Resource Management | 387 | ||
| Learning Objectives | 387 | ||
| Vocabulary | 388 | ||
| Scenario | 387 | ||
| Today’s Office Manager | 388 | ||
| Responsibilities of the Medical Office Manager | 388 | ||
| Chain of Command in the Medical Office | 389 | ||
| The Power of Motivation | 389 | ||
| Keeping the Management Relationship Professional | 390 | ||
| Use of Incentives and Employee Recognition | 390 | ||
| Abuse of Power and Authority | 391 | ||
| Creating a Team Atmosphere | 391 | ||
| Recognize and Overcome Barriers to Communication | 391 | ||
| Introducing a New Office Manager | 392 | ||
| Preventing Burnout | 392 | ||
| Finding the Right Employee for the Job | 393 | ||
| Job Description | 393 | ||
| Reviewing Applications | 394 | ||
| Arranging the Personal Interview | 394 | ||
| The Interview | 395 | ||
| Follow-Up Activities | 395 | ||
| Selecting the Right Applicant | 396 | ||
| Paperwork for New Employees | 396 | ||
| Orientation and Training: Critical Factors for Successful Employees | 396 | ||
| Staff Development and Training | 399 | ||
| Staff Meetings | 399 | ||
| Delegation of Duties | 400 | ||
| Using Performance Reviews Effectively | 401 | ||
| Problem Employees | 401 | ||
| Terminating Employees | 402 | ||
| Fair Salaries and Raises | 403 | ||
| Closing Comments | 403 | ||
| Legal and Ethical Issues | 403 | ||
| Summary of Scenario | 403 | ||
| Summary of Learning Objectives | 404 | ||
| Connections | 405 | ||
| 21 Medical Practice Marketing and Customer Service | 406 | ||
| Learning Objectives | 406 | ||
| Vocabulary | 407 | ||
| Scenario | 406 | ||
| Marketing Needs of the Healthcare Facility | 407 | ||
| Identifying the Target Market | 407 | ||
| SWOT Analysis | 408 | ||
| Strengths and Weaknesses. | 408 | ||
| Opportunities and Threats. | 408 | ||
| Marketing Tools | 408 | ||
| Promoting the Practice Through Community Involvement | 408 | ||
| Automated Phone Calls | 409 | ||
| Newsletters and Blogs | 409 | ||
| Print Ads in Magazines and Newspapers | 409 | ||
| Internet Marketing | 409 | ||
| Advertising Versus Public Relations | 410 | ||
| Marketing Through Social Media | 410 | ||
| Building a Medical Practice Website | 410 | ||
| Choosing a Website Name | 410 | ||
| Creating a Site Map | 411 | ||
| Home Page | 411 | ||
| About Us Page | 411 | ||
| Testimonials or Information Page | 411 | ||
| Specials Page | 411 | ||
| Contact Us Page | 411 | ||
| Designing Pages | 411 | ||
| Increasing Website Traffic | 412 | ||
| High-Quality Customer Service | 412 | ||
| Loyal Patients | 412 | ||
| A Helpful Attitude | 413 | ||
| Identifying with Patients | 413 | ||
| What Do Patients Expect? | 413 | ||
| Patient Surveys | 414 | ||
| Problem Patients | 415 | ||
| “Welcome to Our Office” Packet | 415 | ||
| Introduction to the Medical Office | 415 | ||
| Missed Appointments and Cancellation Policy | 416 | ||
| Medical Office’s Financial Policy | 416 | ||
| Patient Information Web Portal | 416 | ||
| List of Community Resources | 416 | ||
| The Patient Navigator | 418 | ||
| Patient-Centered Medical Home | 418 | ||
| Electronic Technology in Professional Communication | 419 | ||
| Telemedicine | 419 | ||
| Closing Comments | 419 | ||
| Patient Education | 419 | ||
| Legal and Ethical Issues | 419 | ||
| Summary of Scenario | 420 | ||
| Summary of Learning Objectives | 420 | ||
| Connections | 421 | ||
| Unit Five Assisting with Medical Specialties | 422 | ||
| 22 Safety and Emergency Practices | 422 | ||
| Learning Objectives | 422 | ||
| Vocabulary | 423 | ||
| Scenario | 422 | ||
| Safety in the Healthcare Facility | 423 | ||
| Patient Safety | 423 | ||
| Employee Safety | 423 | ||
| Environmental Safety | 426 | ||
| Disposal of Hazardous Waste | 429 | ||
| Emergency Preparedness | 429 | ||
| Community Resources for Emergency Preparedness | 429 | ||
| Assisting with Medical Emergencies | 431 | ||
| Emergency Supplies | 431 | ||
| Defibrillators | 433 | ||
| Precautions for Automated External Defibrillators | 433 | ||
| General Rules for Emergencies | 434 | ||
| Telephone Screening | 435 | ||
| Management of On-Site Emergencies | 436 | ||
| Life-Threatening Emergencies | 436 | ||
| Unresponsive Patient | 436 | ||
| Cardiac Emergencies | 440 | ||
| Choking | 442 | ||
| Cerebrovascular Accident (Stroke) | 444 | ||
| Shock | 445 | ||
| Common Office Emergencies | 446 | ||
| Fainting (Syncope) | 446 | ||
| Poisoning | 446 | ||
| Animal Bites | 448 | ||
| Insect Bites and Stings | 448 | ||
| Asthma Attacks | 448 | ||
| Seizures | 449 | ||
| Abdominal Pain | 450 | ||
| Sprains and Strains | 450 | ||
| Fractures | 450 | ||
| Burns | 451 | ||
| Tissue Injuries | 451 | ||
| Nosebleeds (Epistaxis) | 453 | ||
| Head Injuries | 453 | ||
| Foreign Bodies in the Eye | 453 | ||
| Heat and Cold Injuries | 453 | ||
| Dehydration | 453 | ||
| Diabetic Emergencies | 454 | ||
| Closing Comments | 455 | ||
| Patient Education | 455 | ||
| Legal and Ethical Issues | 455 | ||
| Summary of Scenario | 456 | ||
| Summary of Learning Objectives | 456 | ||
| Connections | 458 | ||
| Unit Six Career Development | 459 | ||
| 23 Career Development and Life Skills | 459 | ||
| Learning Objectives | 459 | ||
| Vocabulary | 460 | ||
| Scenario | 459 | ||
| Moving on to the Next Phase of Life | 460 | ||
| Understanding Personality Traits Important to Employers | 460 | ||
| Assessing Your Strengths and Skills | 461 | ||
| Developing Career Objectives | 462 | ||
| Knowing Personal Needs | 462 | ||
| Finding a Job | 463 | ||
| Two Best Job Search Methods | 463 | ||
| Traditional Job Search Methods | 464 | ||
| School Career Placement Offices | 464 | ||
| Newspaper Ads | 464 | ||
| Employment Agencies | 464 | ||
| Improving Your Opportunities | 464 | ||
| Being Organized in Your Job Search | 465 | ||
| Developing a Résumé | 465 | ||
| Résumé Formats | 466 | ||
| Résumé Content | 467 | ||
| Header | 467 | ||
| Objective | 468 | ||
| Education | 468 | ||
| Work Experience | 468 | ||
| Summary and Skills | 470 | ||
| Special Skills | 470 | ||
| Certifications | 470 | ||
| Appearance of the Résumé | 470 | ||
| Developing a Cover Letter | 471 | ||
| Completing Online Profiles and Job Applications | 473 | ||
| Creating a Career Portfolio | 475 | ||
| Job Interview | 476 | ||
| Preparation for the Interview | 476 | ||
| During the Interview | 478 | ||
| Phone Interview | 478 | ||
| Face-to-Face Interview | 478 | ||
| Video Interview | 479 | ||
| Follow-Up After the Interview | 480 | ||
| Reasons People Do Not Get Hired | 481 | ||
| Negotiation | 481 | ||
| You Got the Job! | 481 | ||
| Common Early Mistakes | 481 | ||
| Being a Good Employee | 481 | ||
| Dealing With Supervisors | 482 | ||
| Performance Appraisals | 482 | ||
| Pursuing a Raise | 482 | ||
| Leaving a Job | 483 | ||
| Life Skills | 483 | ||
| Personal Growth | 483 | ||
| Steps for Achieving Goals | 483 | ||
| Self-Control | 483 | ||
| Self-Esteem | 483 | ||
| Problem-Solving Skills | 483 | ||
| Decision-Making Skills | 484 | ||
| Professional Development | 484 | ||
| Stress Management | 484 | ||
| Closing Comments | 485 | ||
| Legal and Ethical Issues | 485 | ||
| Summary of Scenario | 485 | ||
| Summary of Learning Objectives | 486 | ||
| Connections | 487 | ||
| Glossary | 488 | ||
| Index | 505 | ||
| A | 505 | ||
| B | 506 | ||
| C | 506 | ||
| D | 507 | ||
| E | 508 | ||
| F | 509 | ||
| G | 509 | ||
| H | 510 | ||
| I | 511 | ||
| J | 511 | ||
| K | 511 | ||
| L | 511 | ||
| M | 512 | ||
| N | 513 | ||
| O | 513 | ||
| P | 513 | ||
| Q | 515 | ||
| R | 515 | ||
| S | 515 | ||
| T | 516 | ||
| U | 516 | ||
| V | 516 | ||
| W | 517 | ||
| Z | 517 |