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Study Guide for Kinn's The Administrative Medical Assistant - E-Book

Study Guide for Kinn's The Administrative Medical Assistant - E-Book

Brigitte Niedzwiecki | Julie Pepper | Deborah B. Proctor | Payel Madero


Additional Information

Book Details


Get more practice with the essential medical assisting job skills! Designed to support Kinn’s The Administrative Medical Assistant: An Applied Learning Approach, 13th Edition, Kinn's The Administrative Medical Assistant – Study Guide and Procedure Checklist Manual Package: An Applied Learning Approach, 13th Edition offers a wide range of exercises to reinforce your understanding of common administrative skills — including CAAHEP and ABHES competencies.

  • A variety of exercises test your knowledge and critical thinking skills with vocabulary review, multiple choice, fill in the blank, and true/false questions.
  • Additional exercises enhance learning with skills and concepts, word puzzles, case studies, workplace applications, and Internet activities.
  • Procedure checklists help you track your performance of every procedure included in the textbook.
  • Work products allow you to provide documentation to instructors and to accrediting organizations when a competency has been mastered.
  • Cross-references tie together exercises in the study guide to the Connections theme in the main text.
  • NEW! Eight procedure checklists based on CAAHEP competencies provide an assessment tool for MA procedures.
  • NEW! Glucometer test results and Mantoux test records allow you to assess how well you’re able to perform these procedures. 
  • NEW! Coverage of ICD-10 prepares you to use this new code set.
  • NEW! SimChart for the Medical Office Connection ties EHR cases to appropriate chapters.

Table of Contents

Section Title Page Action Price
Front Cover cover
Study Guide for Kinn's The Administrative Medical Assistant i
Copyright Page ii
To the Student iii
Study Hints for All Students iii
Ask Questions! iii
Chapter Objectives iii
Table Of Contents v
Unit One Introduction to Medical Assisting 1
1 Competency Based Education and the Medical Assistant Student 1
Vocabulary Review 1
Skills and Concepts 1
Case Studies 5
Workplace Applications 6
Internet Activity 6
2 The Medical Assistant and the Healthcare Team 7
Vocabulary Review 7
Skills and Concepts 7
Allied Healthcare Occupations and Licensed Medical Professions 11
Case Studies 12
Workplace Application Options 14
Internet Activity Options 14
PROCEDURE 2-1. Locate A State’s Legal Scope of Practice for Medical Assistants 15
3 Professional Behavior in the Workplace 17
Vocabulary Review 17
Skills and Concepts 17
Case Studies 19
Workplace Applications 20
Internet Activities 20
Affective Competency: V.A2. Demonstrate the principles of self-boundaries 21
4 Therapeutic Communications 23
Vocabulary Review 23
Skills and Concepts 23
Part I: Short Answers 23
Part II: Application of Learning 26
Case Studies 27
Internet Activities 28
Affective competencies: V.A1. Demonstrate empathy, active listening, and nonverbal communication skills; V.A3. Demonstrate respect for individual diversity 29
Approaches for Language Barriers 29
Affective Competency: V.A4. Explain to a patient the rationale for performance of a procedure 31
PROCEDURE 4-1. Respond to Nonverbal Communication 33
PROCEDURE 4-2. Apply Feedback Techniques, Including Reflection, Restatement, and Clarification, to Obtain Patient Information 35
5 Patient Education 37
Skills and Concepts 37
Part I: Short Answers 37
Workplace Application Options 40
The Health Belief Model 40
Internet Activity Options 41
Health Record Activities 42
PROCEDURE 5-1. Develop a List of Community Resources for Patients’ Healthcare Needs; also, Facilitate Referrals in the Role of Patient Navigator 43
PROCEDURE 5-2. Coach Patients in Health Maintenance, Disease Prevention, and Following the Treatment Plan 45
6 Medicine and Law 47
Vocabulary Review 47
Skills and Concepts 48
Case Study 53
Workplace Applications 54
Internet Activities 54
Affective Competencies: X.A1. Demonstrate sensitivity to patient rights 55
PROCEDURE 6-1. Apply the Patients’ Bill of Rights in Choice of Treatment, Consent for Treatment, and Refusal of Treatment 57
PROCEDURE 6-2. Apply HIPAA Rules on Privacy and Release of Information and Report Illegal Activity in the Healthcare Setting 59
Work Product 6-1. Patient HIPAA Acknowledgment 61
Work Product 6-2. Patient HIPAA Acknowledgment 63
Work Product 6-3. Patient Consent for Use and Disclosure of Protected Health Information 65
Work Product 6-4. Authorization for Release of Medical Records 67
7 Medicine and Ethics 69
Vocabulary Review 69
Skills and Concepts 69
Case Studies 73
Workplace Application 73
Internet Activities 73
Affective Competency: XI.A1. Recognize the impact personal ethics and morals may have on the delivery of healthcare 74
PROCEDURE 7-1. Develop a Plan for Separating Personal and Professional Ethics: Recognize the Impact Personal Ethics and Morals Have on the Delivery of Healthcare 77
PROCEDURE 7-2. Respond to Issues of Confidentiality 79
Unit Two Ambulatory Care Administration 81
8 Technology and Written Communication 81
Technology in the Medical Office 81
Vocabulary Review 81
Skills and Concepts 82
Part I: Matching Exercises 82
Part II: Input, Output, and Storage Devices 82
Part III: Internal Parts of the Computer 82
Part IV: Secondary Storage Devices 83
Part V: Short Answer 83
Case Study 85
Workplace Application Options 86
Internet Activity Options 86
Written Communication in the Medical Office 86
Vocabulary Review 86
Skills and Concepts 87
Part I: Identify the Errors 87
Part II: Short Answers 87
Part III: Create Professional Letters 89
Part IV: Professional E-mail 89
Case Study 90
Workplace Application Option 90
Internet Activity Options 90
PROCEDURE 8-1. Compose Professional Correspondence Using Electronic Technology: Compose a Professional Business Letter 93
PROCEDURE 8-2. Compose Professional Correspondence Utilizing Electronic Technology: Compose a Professional E-Mail 95
9 Telephone Techniques 97
Vocabulary Review 97
Skills and Concepts 97
Part I: Answering Incoming Calls and Taking Phone Messages 97
Part II: Handling Difficult Calls 101
Part III: Answering the Telephone 102
Part IV: Fill-in-the-blank 103
Part V: Time Zones 103
Part VI: Telephone Technique 103
Case Study 104
Workplace Application Options 104
Internet Activities 105
PROCEDURE 9-1. Demonstrate Professional Telephone Techniques 107
PROCEDURE 9-2. Document Telephone Messages and Report Relevant Information Concisely and Accurately 109
10 Scheduling Appointments and Patient Processing 111
Vocabulary Review 111
Skills and Concepts 112
Part I: Appointment Reminder Cards 112
Part II: Guides for Scheduling 113
Part V: Types of Scheduling 114
Part VI: Special Circumstances 115
Part VII: The Reception Area 115
Part VIII: Registration Procedures 116
Part IX: Consideration for the Patient’s Time 116
Part X: Patient Confidentiality 116
Part XI: Evaluating Reception Areas 117
Case Studies 117
Case Study 1 117
Case Study 2 117
Workplace Application Options 117
PROCEDURE 10-1. Manage Appointment Scheduling Using Established Priorities: Establish the Appointment Matrix 119
PROCEDURE 10-2. Manage Appointment Scheduling Using Established Priorities: Schedule a New Patient 121
PROCEDURE 10-3. Coach Patients Regarding Office Policies: Create the New Patient Brochure 123
PROCEDURE 10-4. Manage Appointment Scheduling Using Established Priorities: Schedule an Established Patient 125
PROCEDURE 10-5. Schedule a Patient Procedure 127
11 Daily Operations in the Ambulatory Care Setting 129
Vocabulary Review 129
Skills and Concepts 129
Part I: Matching Exercises 129
Part II: Security in the Medical Facility 130
Part III: Equipment and Supplies 130
Part IV: Handling Mail 132
Part V: Body Mechanics 133
Case Study 134
Workplace Application Options 134
Internet Activity Options 134
PROCEDURE 11-1. Perform an Inventory With Documentation: Equipment Inventory 135
PROCEDURE 11-2. Perform Routine Maintenance of Administrative or Clinical Equipment 137
PROCEDURE 11-3. Perform an Inventory With Documentation: Perform an Inventory of Supplies While Using Proper Body Mechanics 139
PROCEDURE 11-4. Prepare a Purchase Order 141
WORK PRODUCT 11-1. Equipment Inventory Form 143
WORK PRODUCT 11-2. Maintenance Logs 145
WORK PRODUCT 11-3. Supply Inventory Form 147
WORK PRODUCT 11-4. Completed Inventory Worksheet 149
WORK PRODUCT 11-5. Order Form 151
12 The Health Record 153
Vocabulary Review 153
Skills and Concepts 154
Part I: Filing Medical Records 154
Part II: Subjective and Objective Information 155
Part III: Short Answers 155
Part IV: Documenting, Changing, and Correcting Medical Records 156
Part V: Filing Procedures 157
Part VI: Electronic Health Records 158
Part VII: American Recovery and Reinvestment Act and HITECH Act 158
Part VIII: EHR Capabilities 159
Part IX: The Patient and the EHR 160
Part X: Nonverbal Communication and the EHR 160
Part XI: Backup Systems for the EHR 160
Case Study 160
Workplace Application Options 161
Internet Activity Options 161
PROCEDURE 12-1. Create a Patient’s Health Record: Register a New Patient in the Practice Management Software 163
PROCEDURE 12-2. Organize a Patient’s Health Record: Upload Documents to the Electronic Health Record 165
PROCEDURE 12-3. Create and Organize a Patient’s Paper Health Record 167
PROCEDURE 12-4. File Patient Health Records 169
13 Administrative Pharmacology Applications 171
Vocabulary Review 171
Skills and Concepts 173
Case Studies 178
Workplace Application Options 181
Internet Activity Options 182
Health Record Activities 183
PROCEDURE 13-1. Prepare a Prescription for the Provider’s Signature 185
Documentation in the Medical Record 186
Telephoning or Faxing a Prescription into the Pharmacy or Transmitting an E-Prescription 186
Unit Three Coding and Medical Billing Procedures 187
14 Basics of Diagnostic Coding 187
Vocabulary Review 187
Skills and Concepts 188
Part I: Getting to Know ICD-10-CM Coding 188
Part II: Abstracting the Diagnostic Statement 188
Part III: Steps of Diagnostic Coding 189
Part IV: Determining the Main Term and Essential Modifier 189
Part V: Coding Exercises—Using the ICD-10-CM Coding Manual 190
Part VI: Coding Exercises—Using TruCode Encoder 191
Case Study 193
Workplace Application 193
Internet Activities 193
Affective Competency: IX.A.1. Use tactful communication skills with medical providers to ensure accurate code selection 194
PROCEDURE 14-1. Perform Coding Using the Current ICD-10-CM Manual 197
WORK PRODUCT 14-1. Patient Encounter Form 199
15 Basics of Procedural Coding 201
Chapter Review 201
Multiple Choice 202
Coding Exercises 202
CPT Coding 202
HCPCS Coding 204
Case Studies 205
Workplace Applications 206
Internet Activities 206
Affective Competency: IX.A.1. Use tactful communication skills with medical providers to ensure accurate code selection. 207
PROCEDURE 15-1. Perform Procedural Coding: Surgery 209
PROCEDURE 15-2. Perform Procedural Coding: Office Visit and Immunizations 211
16 Basics of Health Insurance 213
Vocabulary Review 213
Skills and Concepts 215
Case Study 217
Workplace Applications 217
PROCEDURE 16-1. Interpret Information on an Insurance Card 219
PROCEDURE 16-2. Verify Eligibility of Services, Including Documentation 221
PROCEDURE 16-3. Obtain a Referral with Documentation 223
PROCEDURE 16-4. Obtain Preauthorization for a Surgical Procedure with Documentation 225
Work Product 16-1. Preauthorization Request Form 227
17 Medical Billing and Reimbursement 229
Vocabulary Review 229
Section 1: 229
Section 2: 230
Skills and Concepts 230
Part I: Short Answer Questions 230
Part II: Interpret Information on an Insurance Card 235
Part III: Calculating the Coinsurance and Deductible 236
Part IV: Show Sensitivity When Communicating With Patients Regarding Third-Party Requirements 236
Part V: Perform Precertification With Documentation 237
Part VI: Complete an Insurance Claim Form 238
Part VII: Use Medical Necessity Guidelines 240
Part VIII: Inform a Patient of Financial Obligations for Services Rendered 240
Case Study 241
Workplace Application 241
Internet Activities 241
Affective Competency VIII.A.2. Display tactful behavior when communicating with medical providers regarding third-party requirements 242
PROCEDURE 17-1. Show Sensitivity When Communicating With Patients Regarding Third-Party Requirements 245
PROCEDURE 17-2. Perform Precertification With Documentation 247
PROCEDURE 17-3 A. Complete an Insurance Claim Form 249
PROCEDURE 17-3 B. Complete an Electronic Insurance Claim 251
PROCEDURE 17-4. Utilize Medical Necessity Guidelines: Respond to a “Medical Necessity Denied” Claim 253
PROCEDURE 17-5. Inform a Patient of Financial Obligations for Services Rendered 255
Work Product 17-1. Precertification/Prior Authorization Form 257
Work Product 17-2. CMS-1500 Health Insurance Claim Form 259
Work Product 17-3. CMS-1500 Health Insurance Claim Form 261
Work Product 17-4. CMS-1500 Health Insurance Claim Form 263
Work Product 17-5. CMS-1500 Health Insurance Claim Form 265
Work Product 17-6. CMS-1500 Health Insurance Claim Form 267
Unit Four Medical Office Administrative Functions 269
18 Patient Accounts, Collections, and Practice Management 269
Vocabulary Review 269
Skills and Concepts 269
Workplace Application 271
Internet Activities 272
Affective Competency: VII.A2. Display sensitivity when requesting payment for services rendered 273
Affective Competency: VIII.A1. Interact professionally with third-party representatives 275
PROCEDURE 18-1. Perform Accounts Receivable Procedures for Patient Accounts: Charges 277
PROCEDURE 18-2. Perform Accounts Receivable Procedures in Patient Accounts: Payments and Adjustments 279
19 Banking Services and Procedures 283
Vocabulary Review 283
Skills and Concepts 283
Part I: Short Answers 283
Part II: Preparing a Bank Deposit 287
Activity 1 287
Activity 2 287
Part III: Managing the Healthcare Facility Business Bank Account 287
Part IV: Reconciling a Bank Statement 288
Case Study 288
Internet Activities 288
PROCEDURE 19-1. Prepare A Bank Deposit 289
WORK PRODUCT 19-1. Bank Deposit Slip 291
WORK PRODUCT 19-2. Endorsing a Check 293
WORK PRODUCT 19-3. Prepare a Bank Deposit 295
WORK PRODUCT 19-4. Endorsing a Check 297
WORK PRODUCT 19-5. Checks 299
WORK PRODUCT 19-6. Reconciling Worksheet 301
20 Supervision and Human Resources Management 303
Vocabulary Review 303
Skills and Concepts 304
Part I: Short Answer Questions 304
Part II: Prepare for a Staff Meeting 306
Case Study 306
Work Applications 306
Internet Activities 307
Affective Competency: V.A.3.a–f. Demonstrate respect for individual diversity, including gender, race, religion, age, economic status, and appearance 308
Diverse Gender 308
Diverse Race 308
Diverse Religion 309
Diverse Age 309
Diverse Economic Status 309
Diverse Appearance 309
PROCEDURE 20-1. Prepare for a Staff Meeting 313
21 Medical Practice Marketing and Customer Service 315
Vocabulary Review 315
Skills and Concepts 316
Part I: True/False and Multiple Choice 316
True/False 316
Multiple Choice 316
Part II: Short Answers 317
Part III: SWOT Analysis 319
Part IV: Develop a Current List of Community Resources Related to Patients’ Healthcare Needs and Facilitate Referrals 319
Case Study 319
Workplace Application 320
Internet Activities 320
PROCEDURE 21-1. Develop a Current List of Community Resources Related to Patients’ Healthcare Needs and Facilitate Referrals 321
WORK PRODUCT 21-1. Community Resource Referral Form 323
Unit Five Assisting with Medical Specialties 325
22 Safety and Emergency Practices 325
Vocabulary Review 325
Skills and Concepts 326
Case Studies 330
Workplace Application Options 331
Internet Activity Options 333
Health Record Activities 333
Affective Competencies: XII.A.1. Recognize The Physical and Emotional Effects on Persons Involved in An Emergency Situation 336
Psychological Aspects of an Emergency Situation 336
Affective Competencies: XII.A.2. Demonstrate Self-Awareness in Responding to Emergency Situations 337
The Medical Assistant’s Role in Performing Emergency Procedures 338
PROCEDURE 22-1. Evaluate the Work Environment to Identify Unsafe Working Conditions and Comply With Safety Signs and Symbols 341
PROCEDURE 22-2. Manage a Difficult Patient 343
Documentation in the Health Record 344
PROCEDURE 22-3. Demonstrate the Proper Use of a Fire Extinguisher 345
PROCEDURE 22-4. Participate in a Mock Environmental Exposure Event: Evacuate a Provider’s Office 347
PROCEDURE 22-5. Maintain an Up-to-Date List of Community Resources for Emergency Preparedness 349
PROCEDURE 22-6. Maintain Provider/Professional-Level CPR Certification: Use an Automated External Defibrillator (AED) 351
PROCEDURE 22-7. Perform Patient Screening Using Established Protocols: Telephone Screening and Appropriate Documentation 353
Documentation in the Medical Record 354
PROCEDURE 22-8. Maintain Provider/Professional-Level CPR Certification: Perform Adult Rescue Breathing and One-Rescuer CPR; Perform Pediatric and Infant CPR 355
Documentation in the Health Record 358
PROCEDURE 22-9. Perform First Aid Procedures: Administer Oxygen 359
Documentation in the Health Record 360
PROCEDURE 22-10. Perform First Aid Procedures: Respond to an Airway Obstruction in an Adult 361
Documentation in the Health Record 362
PROCEDURE 22-11. Perform First Aid Procedures: Care for a Patient Who Has Fainted or Is in Shock 363
Documentation in the Health Record 364
PROCEDURE 22-12. Perform First Aid Procedures: Care for a Patient with Seizure Activity 365
Documentation in the Health Record 366
PROCEDURE 22-13. Perform First Aid Procedures: Care for a Patient with a Suspected Fracture of the Wrist by Applying a Splint 367
Documentation in the Health Record 368
PROCEDURE 22-14. Perform First Aid Procedures: Control Bleeding 369
Documentation in the Health Record 370
PROCEDURE 22-15. Perform First Aid Procedures: Care for a Patient with a Diabetic Emergency 371
Documentation in the Health Record 372
Unit Six Career Development 373
23 Career Development and Life Skills 373
Vocabulary Review 373
Skills and Concepts 373
Part I: Short Answer 373
Part II: Résumé, Cover Letter, and Application 375
Part III: Career Portfolio 376
Part IV: Interviews 376
Part V: Follow-Up Activities 377
Part VI: You Got the Job 377
Part VII: Life Skills 377
Case Study 378
Workplace Activity Option 379
Internet Activities 380
PROCEDURE 23-1. Prepare a Chronologic Résumé 381
PROCEDURE 23-2. Create a Cover Letter 383
PROCEDURE 23-3. Complete a Job Application 385
PROCEDURE 23-4. Create a Career Portfolio 387
PROCEDURE 23-5. Practice Interview Skills During a Mock Interview 389
PROCEDURE 23-6. Create a Thank-You Note for an Interview 391
WORK PRODUCT 23-1. Job Application 393