Rent 9780827385283 | Delmar's Administrative Medical Assisting

Summary Table of Contents

Delmar's complete learning system prepares you to become a multiskilled medical assistant for the 21st Century! This new full-color administrative medical assisting book is part of a dynamic resource system that includes study guide software, workbook, video series, CD-ROM, and support materials. Together, these learning tools integrate the administrative DACUM essentials and advanced competencies, emphasizing interpersonal communications, and changes in the health care setting including standard precautions and managed care.The text is written not just by one or two individuals, but by twenty talented experts who provide you with a thorough understanding of the clinical medical assisting fundamentals. The entire learning system is complemented by "real-life" characters and scenerios from the field of medical assisting--a feature not found in any other text!

PREFACE

XVIII

Table of Procedures

XVII

(3)

How to Use This Book

(2)

How to Use the Study Guide Software

XXII

Unit 1: Introduction to Medical Assisting and Health Professions

... MORE

(34)

Chapter 1: Medical Assisting as a Profession

(10)

Personal Attributes of the Professional

(3)

Empathy

(1)

Attitude

(1)

Dependability

(1)

Initiative

(1)

Flexibility

(1)

Desire to Learn

(1)

Physical Attributes

(1)

Ability to Communicate

(1)

Ethical Behavior

(1)

Historical Perspective of Medical Assisting

(1)

American Association of Medical Assistants

(1)

Accreditation

(1)

Certification

(1)

Continuing Education

(1)

Registered Medical Assistant

(1)

Career Opportunities

(1)

Education of the Professional Medical Assistant

(1)

Regulation of Health Care Providers

(3)

Scope of Practice

(3)

Chapter 2: Health Care Settings and the Health Care Team

(14)

Ambulatory Health Care Settings

(2)

Individual and Group Medical Practices

(2)

Urgent Care Centers

(1)

Managed Care Operations

(1)

The Impact of Managed Care in the Health Care Setting

(1)

The Health Care Team

(10)

The Role of the Medical Assistant

(1)

Health Care Professionals and Their Roles

(1)

Allied and Other Health Professionals and Their Roles

(6)

The Role of Intergrative or Alternative Health Care Therapies

(1)

The Value of the Medical Assistant to the Health Care Team

(3)

Chapter 3: History of Medicine

(8)

Cultural Heritage in Medicine

(1)

Medical Specialists

(1)

Medical Education

(1)

Attitudes Toward Illness

(1)

Medical Treatments

(1)

Significant Contributions to Medicine

(4)

Unit 2: Federal Regulations and Emergency Procedures

(78)

Chapter 4: Federal Regulations and Guldelines

(41)

The Centers for Disease Control and its Role in Infection Control

(1)

Universal Precautions

(1)

Standard Precautions

(2)

Transmission-Based Precautions

(1)

Causes of Disease and Disease Transmission

(5)

Acquired Immunodeficiency Syndrome and Hepatitis B

(2)

Blood and Body Fluids

(1)

Personal Protective Equipment

(1)

Needlestick

(1)

Disposal of Infectious Waste

(1)

Educational Institutions and Standard Precautions

(1)

Clinical Laboratory Improvement Amendments of 1988 (CLIA '88)

(7)

The Intention of CLIA '88

(1)

Categories of Testing

(1)

Contents of the Law

(4)

Aftermath of CLIA '88

(1)

Impact of CLIA on Medical Assistants

(1)

Where to Find More Information Regarding CLIA '88

(1)

Occupational Safety and Health Administration (OSHA) Regulations

(16)

The Standard for Occupational Exposure to Hazardous Chemicals in the Laboratory

(1)

Chemical Hygiene Plan

(7)

The Bloodborne Pathogen Standard

(1)

The Scope of the Law

(9)

OSHA Regulations and Students

(7)

Avoiding Exposure to Bloodborne Pathogens

(4)

Avoiding Exposure to Chemicals

(3)

Chapter 5: Emergency Procedures and First Aid

(36)

Recognizing an Emergency

(3)

Responding to an Emergency

(1)

Primary Survey

(1)

Using the 911 or Emergency Medical Services System

(1)

Good Samaritan Laws

(1)

Blood and Disease Transmission

(1)

Preparing for an Emergency

(1)

The Medical Crash Tray or Cart

(1)

Shock

(1)

Signs and Symptoms of Shock

(1)

Types of Shock

(1)

Treatment for Shock

(1)

Classification and Care of Wounds

(2)

Closed Wounds

(2)

Open Wounds

(1)

Dressings and Bandages

(2)

Bandage Application

(2)

Burns

(2)

First-, Second-, and Third-Degree Burns

(1)

Caring for Burns

(1)

Special Kinds of Burns

(1)

Musculoskeletal Injuries

(1)

Types of Injuries

(1)

Assessing Injuries to Muscles, Bones, and Joints

(1)

Caring for Muscle, Bone, and Joint Injuries

(1)

Heat- and Cold-Related Illnesses

(2)

Heat-Related Illnesses

(1)

Cold-Related Illnesses

(1)

Poisoning

(1)

Insect Stings

(1)

Sudden Illness

(2)

Fainting

(1)

Seizures

(1)

Diabetes

(1)

Hemorrhage

(1)

Cerebal Vascular Accident (CVA)

(1)

Heart Attack

(1)

Procedures for Breathing Emergencies and Cardiac Arrest

(1)

Heimlich Maneuver (Abdominal Thrust)

(18)

Rescue Breathing

(1)

Cardiopulmonary Resuscitation (CPR)

(16)

Unit 3: The Therapeutic Approach

113

(28)

Chapter 6: Therapeutic Communication Skills

114

(13)

Importance of Communication

116

(1)

Cultural Influence on Therapeutic Communication

116

(1)

Biases and Prejudices

116

(1)

The Communication Cycle

116

(1)

The Sender

117

(1)

The Message

117

(1)

The Receiver

117

(1)

Feedback

117

(1)

Listening Skills

117

(1)

Verbal Communication

118

(1)

The Five Cs of Communication

118

(1)

Nonverbal Communication

119

(2)

Facial Expression

119

(1)

Territoriality

120

(1)

Posture

120

(1)

Position

120

(1)

Gestures and Mannerisms

121

(1)

Touch

121

(1)

Congruency in Communication

121

(1)

Perception

121

(1)

Maslow's Hierarchy of Needs

122

(1)

Roadblocks to Therapeutic Communication

122

(1)

Defense Mechanisms

122

(1)

Denial

122

(1)

Regression

122

(1)

Repression

122

(1)

Sublimation

123

(1)

Projection

123

(1)

Displacement

123

(1)

Rationalization

123

(1)

Interview Techniques

123

(1)

Telephone Techniques

124

(3)

Chapter 7: Coping Skills for the Medical Assistant

127

(8)

What Is Stress?

128

(2)

Adaptation to Stress

128

(1)

Coping with Stress

129

(1)

Goal Setting as a Stress Reliever

130

(1)

What Is Burnout?

131

(4)

Preventing Burnout

131

(4)

Chapter 8: The Therapeutic Approach to the Patient with AIDS

135

(6)

The Epidemiology of HIV

136

(2)

Clinical Manifestations of AIDS

136

(2)

The Range of Psychological Suffering

138

(1)

The Challenge for the Medical Assistant

138

(3)

Unit 4: Responsible Medical Practice

141

(26)

Chapter 9: Applied Legal Concepts

142

(15)

Civil and Criminal Law

143

(1)

Medical Practice Acts and the Medical Assistant's Role

143

(1)

Patient Rights

144

(1)

The Physician, the Medical Assistant, and the Law

144

(1)

Contracts

144

(2)

Termination of Contracts

145

(1)

Standard of Care and the 4 Ds of Negligence

146

(1)

Torts

147

(1)

Battery

148

(1)

Defamation of Character

148

(1)

Invasion of Privacy

148

(1)

Medical Records

148

(2)

Informed Consent

149

(1)

Implied Consent

149

(1)

Consent and Legal Incompetence

149

(1)

Subpoenas

150

(1)

Confidentiality

150

(1)

Statute of Limitations

150

(1)

Public Duties

150

(2)

Drug Screening

151

(1)

AIDS

151

(1)

Abuse

151

(1)

Good Samaritan Law

152

(1)

Physician's Directives

152

(1)

Americans with Disabilities Act (ADA)

153

(4)

Chapter 10: Applied Ethical Concepts

157

(10)

Ethics Defined

158

(1)

Bioethics Defined

159

(1)

Keys to the AAMA Code of Ethics

160

(1)

AMA Ethical Guidelines

161

(2)

Advertising

161

(1)

Media Relations

161

(1)

Confidentiality

162

(1)

Medical Records

162

(1)

Professional Fees and Charges

162

(1)

Professional Rights and Responsibilities

162

(1)

Abuse

163

(1)

Bioethical Dilemmas

163

(4)

Allocation of Scarce Medical Resources

163

(1)

Abortion and Fetal Tissue Research

163

(1)

Genetic Engineering Manipulation

164

(1)

Artificial Insemination Surrogacy

164

(1)

Dying and Death

164

(1)

HIV and AIDS

164

(3)

Unit 5: Integrated Administrative Procedures

167

(122)

Chapter 11: Creating the Facility Environment

169

(8)

The Reception Area

170

(1)

Office Design and Environment

171

(1)

Americans with Disabilities Act

171

(1)

The Receptionist's Role

172

(1)

Opening the Facility

172

(1)

Closing the Facility

173

(4)

Chapter 12: Computer Use In the Ambulatory Care Setting

177

(20)

The Value of the Computer to the Medical Office

178

(1)

Computerizing the Medical Office

178

(2)

Types of Computers

180

(1)

Understanding Basic Computer Systems

180

(3)

Computer Hardware

181

(1)

Computer Software

181

(1)

Documentation

182

(1)

Data

183

(1)

Basic Computer Operations

183

(1)

Creating and Manipulating Computer Files

184

(1)

Common Software Applications in the Medical Office

184

(5)

Word Processing

185

(1)

Graphics

186

(1)

Spreadsheets

186

(1)

Databases

187

(2)

Computer-to-Computer Communications

189

(1)

Computer Use and Patient Confidentiality

189

(1)

Safe Use of Computers

189

(8)

Chapter 13: Telephone Techniques

197

(20)

The Importance of Telephone Technique

198

(1)

Basic Rules of Telephone Communication

199

(1)

Basic Telephone Techniques

199

(1)

Telephone Personality

200

(1)

Telephone Etiquette

200

(1)

Types of Calls

200

(2)

Established Patients

200

(1)

New Patients

201

(1)

Other Physicians

201

(1)

Salespeople and Other Callers

201

(1)

Calls the Medical Assistant Can Take

201

(1)

Preparing for Calls

202

(1)

Appointments

202

(1)

Prescription Refills

203

(1)

Answering Incoming Calls

203

(5)

Screening Calls

203

(1)

Taking Messages

203

(4)

Referring Calls

207

(1)

Triage

207

(1)

Problem Calls

208

(1)

Placing Outgoing Calls

208

(1)

Making Collection Calls

208

(1)

Special Considerations

209

(3)

Elderly Patients

209

(2)

English as a Second Language

211

(1)

Legal and Ethical Considerations

212

(1)

Telephone Technology

212

(5)

Automated Routing Units

213

(1)

Answering Services and Machines

213

(1)

FAX

213

(1)

Electronic Mail

213

(1)

Cellular Service

214

(1)

Paging System

214

(3)

Chapter 14: Patient Scheduling

217

(16)

Scheduling Materials

218

(3)

Apointment Books

218

(1)

Appointment Sheets

218

(2)

Daily Worksheets

220

(1)

Computer Equipment

221

(1)

Appointment Cards

221

(1)

Establishing an Appointment Book

221

(1)

Considerations in Appointment Scheduling

222

(1)

Legal Issues

222

(1)

Tailoring the Scheduling System

222

(1)

Analyzing Patient Flow

222

(1)

Waiting Time

223

(1)

Flexibility

223

(1)

Interpersonal Skills

223

(1)

Guidelines for Scheduling Appointments

223

(5)

Triage Calls

224

(1)

Referral Appointments

224

(1)

Recording Information

224

(1)

Computer Scheduling

225

(1)

Patient Check-in

226

(1)

Patient Cancellation and Appointment Changes

226

(1)

Computer Cancellations

227

(1)

Reminder Systems

227

(1)

Scheduling Representatives

228

(1)

Types of Scheduling Systems

228

(1)

Open Hours

228

(1)

Double Booking

228

(1)

Clustering

228

(1)

Wave

228

(1)

Modified Wave

228

(1)

Stream

229

(1)

Practice-Based

229

(1)

Informational Brochure

229

(4)

Chapter 15: Medical Records Management

233

(26)

The Importance of Accurate Medical Records

234

(1)

Equipment and Supplies

235

(2)

Vertical Files

235

(1)

Open-Shelf Lateral Files

235

(1)

Movable File Units

235

(1)

File Folders

235

(1)

Identification Labels

235

(1)

Guides and Positions

235

(2)

Out Guides

237

(1)

Basic Rules for Filing

237

(4)

Indexing Units

237

(1)

Filing Patient Charts

238

(1)

Filing Identical Names

239

(1)

Filing Business and Organizational Records

239

(2)

Steps for Filing Medical Documentation in Patient Files

241

(1)

Inspect

241

(1)

Index

241

(1)

Code

241

(1)

Sort

241

(1)

File

241

(1)

Filing Techniques and Common Filing Systems

241

(7)

Color-Coding

241

(3)

Alphabetical Filing

244

(1)

Numeric Filing

244

(1)

Subject Filing

245

(2)

Choosing a Filing System

247

(1)

Filing Procedures

248

(5)

Cross-Referencing

248

(1)

Tickler Files

249

(1)

Release Marks

250

(1)

Check-Out System

250

(1)

Locating Missing Files or Data

250

(1)

Filing Chart Data

251

(1)

Retention and Purging

252

(1)

Correspondence

253

(1)

Incoming Correspondence

253

(1)

Outgoing Correspondence

253

(1)

Filing Procedures for Correspondence

254

(1)

Computer Applications

254

(5)

Databases

254

(2)

Archival Storage

256

(1)

Transfer of Data

256

(1)

Confidentiality

256

(3)

Chapter 16: Written Communications

259

(30)

Composing Correspondence

261

(1)

Writing Tips

261

(1)

Spelling

261

(1)

Confusing and Misused Words

261

(1)

Proofreading

262

(1)

Types of Letters

262

(1)

Signature Letters

262

(1)

Letter Styles

262

(3)

Full Block

262

(3)

Modified Block

265

(1)

Simplified

265

(1)

Business Letter Component Parts

265

(5)

Date Line

265

(1)

Inside Address

265

(1)

Salutation

265

(1)

Subject Line

265

(1)

Body of Letter

265

(1)

Complimentary Closing

265

(4)

Keyed Signature

269

(1)

Reference Initials

269

(1)

Enclosure Notation

270

(1)

Carbon Copy Notation

270

(1)

Postscripts

270

(1)

Continuation Page Heading

270

(1)

Supplies for Written Communication

270

(3)

Letterhead

270

(1)

Envelopes

271

(2)

Processing Incoming and Outgoing Mail

273

(5)

Incoming Mail and Shipments

274

(1)

Outgoing Mail and Shipments

274

(4)

International Mail

278

(1)

New Technologies

278

(1)

Facsimile (Fax)

278

(1)

Modems

278

(1)

Medical Transcription

278

(11)

Medical Transcription Responsibilities

279

(1)

Tools of Transcription

280

(1)

Medical Office Reports

281

(5)

Helpful Hints for Transcription

286

(3)

Unit 6: Managing Facility Finances

289

(69)

Chapter 17: Daily Financial Practices

290

(25)

Determining Patient Fees

291

(1)

Usual, Reasonable, and Customary Fees

291

(1)

Discussion of Fees

291

(1)

Adjustment of Fees

292

(1)

Credit Arrangements

292

(1)

Payment Planning

292

(1)

The Bookkeeping Function

293

(10)

Managing Patient Accounts

293

(1)

The Importance of Good Working Habits

293

(1)

Pegboard System

293

(9)

Computerized Systems

302

(1)

Banking Procedures

303

(4)

Types of Accounts

304

(1)

Types of Checks

304

(1)

Deposits

305

(1)

Accepting Checks

306

(1)

Lost or Stolen Checks

306

(1)

Writing and Recording Checks

306

(1)

Reconciling a Bank Statement

307

(1)

Purchasing Supplies and Equipment

307

(2)

Preparing a Purchase Order

309

(1)

Verifying Goods Received

309

(1)

Preparing the Invoice for Payment

309

(1)

Petty Cash

309

(6)

Establishing a Petty Cash Fund

309

(1)

Tracking, Balancing, and Replenishing Petty Cash

310

(5)

Chapter 18: Medical Insurance and Coding

315

(22)

The Evolution of Medical Insurance Coverage

316

(1)

Changes in Health Insurance Today

317

(1)

Screening for Insurance

317

(1)

Medical Insurance Terminology

317

(2)

Terminology Specific to Insurance Policies

317

(2)

Terminology Specific to Billing Insurance Carriers

319

(1)

Types of Medical Insurance Coverage

319

(4)

Traditional Insurance Policies

319

(2)

Managed Care Policies Medicare

321

(1)

Other Types of Coverage

322

(1)

Prospective Payment Systems and Diagnosis-Related Groups

323

(2)

Insurance and Coding Systems

325

(4)

Procedure Coding

325

(2)

Diagnosis Coding

327

(2)

Coding the Claim Form

329

(1)

Completing the HCFA 1500 (12-90)

330

(2)

Overseeing the Claims Process

332

(2)

Point-of-Service Device

332

(1)

Maintaining Claim Register or Diary

332

(2)

The Insurance Carrier's Role

334

(1)

Explanation of Benefits

334

(1)

Following up on Claims

334

(1)

The Computerized Claims Process

334

(3)

Chapter 19: Billing and Collections

337

(12)

Billing Procedures

338

(1)

Credit and Collection Policies

338

(1)

Payment at Time of Service

339

(1)

Truth-in-Lending Act

339

(1)

Components of a Complete Statement

339

(1)

Computerized Statements

339

(1)

Monthly and Cycle Billing

340

(1)

Monthly Billing

340

(1)

Cycle Billing

340

(1)

Past-Due Accounts

341

(1)

Collection Process

341

(1)

Aging Accounts

341

(1)

Computerized Aging

342

(1)

Collection Techniques

342

(1)

Correspondence to Insurance Carriers

342

(1)

Telephone Collections

342

(1)

Collection Letters

343

(1)

Use of an Outside Collection Agency

343

(1)

Use of Small Claims Court

343

(1)

Special Collection Situations

343

(2)

Bankruptcy

343

(2)

Estates

345

(1)

Tracing "Skips"

345

(1)

Statute of Limitations

345

(4)

Chapter 20: Accounting Practices

349

(9)

Bookkeeping and Accounting Systems

350

(2)

Single-Entry

350

(1)

Pegboard

350

(1)

Double-Entry

350

(1)

Computerized Systems

351

(1)

Computer Service Bureaus

351

(1)

The Accounting Function

352

(1)

Cost Analysis

352

(1)

Fixed Costs

352

(1)

Variable Costs

352

(1)

Financial Records

352

(1)

Income Statement

352

(1)

Balance Sheet

353

(1)

Useful Financial Ratios

353

(3)

Accounts Receivable Ratio

353

(1)

Collection Ratio

353

(1)

Cost Ratio

353

(3)

Expenses of the Ambulatory Care Setting

356

(2)

Accounts Payable

356

(1)

Payroll

356

(2)

Unit 7: Office and Human Resource Management

358

(37)

Chapter 21: The Medical Assistant as Office Manager

359

(16)

The Medical Assistant as Manager

360

(1)

Qualities of a Manager

360

(1)

The Importance of Teamwork

361

(1)

Getting the Team Started

361

(1)

Using a Team to Solve a Problem

362

(1)

Recognition

362

(1)

Supervising Personnel

362

(1)

Staff Meetings

362

(1)

Supporting Staff Members

363

(1)

Supervising Student Practicums

363

(1)

Time Management

364

(1)

Procedure Manual

364

(2)

Organization of the Procedures Manual

365

(1)

Updating and Reviewing the Procedures Manual

366

(1)

Marketing Functions

366

(2)

Seminars

367

(1)

Brochures

367

(1)

Newsletters

368

(1)

Press Releases

368

(1)

Special Events

368

(1)

Record and Financial Management

368

(3)

Payroll Processing

368

(3)

Facility and Equipment Management

371

(1)

Inventories

371

(1)

Equipment and Supplies Maintenance

371

(1)

Risk Management

372

(1)

Liability Coverage and Bonding

372

(3)

Chapter 22: The Medical Assistant as Human Resources Manager

375

(20)

Tasks Performed by the Human Resources Manager

376

(1)

The Office Policy Manual

376

(1)

Recruiting and Hiring Office Personnel

377

(5)

Job Descriptions

378

(1)

Recruiting

378

(1)

Preparing to Interview Applicants

378

(1)

The Interview

379

(2)

Selecting the Finalists

381

(1)

Orienting and Training New Personnel

382

(1)

Evaluating Employees and Planning Salary Review

383

(4)

Performance Evaluation

383

(4)

Salary Review

387

(1)

Dismissing Employees

387

(2)

Involuntary Dismissal

387

(1)

Voluntary Dismissal

388

(1)

Exit Interview

388

(1)

Maintaining Personnel Records

389

(1)

Complying with Personnel Laws

389

(1)

Special Policy Considerations

389

(2)

Temporary Employees

389

(2)

Smoking Policy

391

(1)

Discrimination

391

(1)

Employees with Chemical Dependencies or Emotional Problems

391

(1)

Providing Planning Employee Training and Education

391

(1)

Conflict Resolution

392

(3)

Unit 8: Entry Into the Profession

395

Chapter 23: Preparing for Externship

396

(11)

What is Externship

397

(1)

Placement Criteria

397

(2)

Externship Sites

397

(2)

How Externships Work

399

(1)

Rotation Basis

399

(1)

One-Site Placement

399

(1)

Combination Placement

400

(1)

Student Trainee Externship Responsibility

400

(1)

Attire

400

(1)

Professional Attitude

400

(1)

Documentation

400

(1)

Externship Objectives

400

(2)

Performance

401

(1)

Conditions

402

(1)

Criterion

402

(1)

Types of Learning Objectives

402

(1)

Evaluation Process

402

(5)

Chapter 24: Preparing for Medical Assisting Credentlals

407

(6)

Purpose of Certification

408

(1)

Registered Medical Assistant (RMA)

408

(1)

The AAMA Certification Examination

409

(2)

When and Where the CMA Exam is Offered

409

(2)

Recertification Importance

411

(2)

How to Recertify

411

(2)

Chapter 25: Employment Strategies

413

Developing a Strategy

414

(1)

Self-Assessment

414

(1)

Job Analysis and Research

414

(2)

Budgetary Needs Analysis

416

(1)

Resume Preparation

416

(7)

Resume Specifications

417

(1)

Clear and Concise Resumes

417

(1)

Accomplishments

417

(1)

References

417

(1)

Accuracy

417

(1)

Resume Styles

417

(2)

Vital Resume Information

419

(4)

Application Cover Letters

423

(1)

Completing the Application Form

423

(3)

The Look of Success

426

(1)

Personal and Professional Poise

426

(1)

The Interview Process

427

(1)

Preparing for the Interview

427

(1)

The Actual Interview

427

(1)

Closing the Interview

428

(1)

Interview Follow-Up

428

Follow-Up Letter

428

(1)

Follow Up by Telephone

428

Appendix A: Patlent and Community Health Care Resources

Appendix B: Common Medical Abbreviations and Symbols

Appendix C: Commonly Prescribed Drugs In 1996

Appendix D: Answers to Case Study Review

Glossary

Managed Care Glossary

MC1

Index

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Delmar's Administrative Medical Assisting

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