THE ADMINISTRATIVE MEDICAL ASSISTANT

1. THE ADMINISTRATIVE MEDICAL ASSISTANT Chapter 1

2. The Administrative Medical Assistant • Learning Objectives • Describe the tasks and skills required of an administrative medical assistant. • List three personal attrubites essential for an administrative medical assistant. • Describe the employment opportunities in various medical settings and specialties. • Define five of the positive work attitudes that make up the work ethic of an administrative medical assistant. • Describe the professional image of the administrative medical assistant. Chapter 1

3. The AdministrativeMedical Assistant (cont’d) • Learning Objectives • List three advantages of professional affiliations and certification. • Describe the elements of good interpersonal relationships with patients and others within the medical office. Chapter 1

4. AAMA AAMT Accuracy Administrative medical assistant AMT Assertiveness Certification Confidentiality Dependability Efficiency Empathy Flexibility Good judgment Honesty IAAP Initiative Maturity Problem-solving Professional image Key Terms Chapter 1

5. Punctuality Self-motivation Tact Team player Thoroughness Work ethic Key Terms (cont’d) Chapter 1

6. Administrative medical assistants complete those tasks and procedures necessary to keep the office of the medical practice running efficiently. Clinical medical assistants complete those tasks and procedures that aid the physician in medical treatment of patients. Tasks, Skills, and Personal Attributes • Medical assistants capably perform a number of tasks in a variety of settings Chapter 1

7. Administrative Tasks • Front desk procedures • Greet patients, verify patient data, collect payments, guide patients • Scheduling • Telephone work, patient appointments • Records management • Create and maintain patient medical records (charts), file office documents • Maintain confidentiality of patient records Chapter 1

8. Administrative Tasks (cont’d) • Administrative duties • Handle mail, transcribe chart notes, maintain physician schedules • Billing and insurance • Code or verify codes, process and follow up on insurance claims, handle patient billing, take care of office banking, maintain financial records Chapter 1

9. Administrative Skills • Communication skills • Writing, speaking, and listening • Mathematics skills • Maintain financial records; handle patient billing; handle cash, check, and credit card payments • Organizational skills • Develop systematic work habits, develop time management skills, prioritize Chapter 1

10. Administrative Skills (cont’d) • Computer skills • Mastery of basic computer skills essential • Working knowledge of wireless technologies, telecommunications, electronic communications, voice recognition • Interpersonal skills • Genuine desire to work with people • Initial contact for most patients • Ability to set positive tone for entire office • Sensitivity to the feelings and situations of others Chapter 1

11. Personal Attributes • Genuine liking for people • Cheerfulness • Empathy • Understanding how another feels Chapter 1

12. Employment Opportunities • Physician practices • Clinics • Hospitals and medical centers • Care facilities • Insurance companies Chapter 1

13. Initiative Problem-solving ability Punctuality Self-motivation Tact Being a team player Assertiveness Work Ethic and Professionalism • Work ethic—habits and skills used to deal effectively with task and people • Accuracy • Thoroughness • Dependability • Efficiency • Flexibility • Good judgement • Honesty Chapter 1

14. Work Ethic and Professionalism (cont’d) • Accuracy • Avoid even minor errors, which can pose serious health consequences • Thoroughness • Be attentive to detail; follow through • Dependability • Avoid mistakes; take clear and complete messages Chapter 1

15. Work Ethic and Professionalism (cont’d) • Efficiency • Be efficient with time and resources; use good organizational skills • Flexibility • Respond to changing situations; handle interruptions and delays • Good judgement • Use knowledge, experience, and logic Chapter 1

16. Work Ethic and Professionalism (cont’d) • Honesty • Tell the truth; be trustworthy • Maintain confidentiality • Initiative • Take action independently; offer help • Problem-solving ability • Be logical in planning and prioritizing Chapter 1

17. Work Ethic and Professionalism (cont’d) • Punctuality • Be on time • Self-motivation • Be willing to learn and do new duties/tasks • Tact • Act and speak considerately; be sensitive to people’s reactions • Don’t offend; create goodwill Chapter 1

18. Work Ethic and Professionalism (cont’d) • Being a team player • Be generous with your time and help • Assertiveness • Be assertive but not aggressive • Communicate ideas in a confident, positive manner Chapter 1

19. Professional Image • Health care profession’s image • Health, cleanliness, and wholesomeness • Style • Personal style shows your vision of you by your actions, dress, hairstyle, etc. • Workplace style reflects employer’s preference, NOT necessarily your own style Chapter 1

20. Professional Image (cont’d) • Physical attributes • Maintain good posture; eat a balanced diet; get sufficient rest; exercise regularly • Grooming • Clean hair; daily bath or shower; deodorant; dental care; neat overall appearance • Short manicured nails; hair controlled; little or no fragrance; modest makeup • Clean, pressed clothes; comfortable well-kept shoes; limited jewelry Chapter 1

21. Professional Image (cont’d) • Maturity • Not dependent on age • Includes a determination to acquire and practice attitudes, habits, and skills that contribute to maturity • Ability to work under pressure, use good judgment, follow through Chapter 1

22. Professional Growth • Certification indicates achievement of high standards and competency in the profession • AAMA • Certified Medical Assistant (CMA) • Recertify every 5 years • AMT • Registered Medical Assistant (RMA) Chapter 1

23. Professional Growth (cont’d) • AAMT • Certified Medical Transcriptionist (CMT) • Recertify every 3 years • IAAP (PSI) • Certified Professional Secretary (CPS) • Certified Administrative Professional (CAP) Chapter 1

24. Interpersonal Relationships • Taking care of patients • Show respect and concern without regard to age, race, gender, or socioeconomic situation • Learn patient names • Familiarity • Leads to friendlier atmosphere • Address physician by title; learn patient name preference Chapter 1

25. Interpersonal Relationships (cont’d) • Social relationships • Maintain confidentiality • Many offices have policies prohibiting social relationships between employees • Conversation with patients • Let patient choose topic • Never offer advice or comment on treatment Chapter 1

26. Interpersonal Relationships (cont’d) • Difficult patients • Practice patience, understanding, restraint • Be considerate of the patient’s condition • Patient should leave with a feeling of goodwill • Terminally ill patients • Be sensitive to the situation; keep conversation short • DO NOT ask “How are you?” Chapter 1

27. Interpersonal Relationships (cont’d) • Confidentiality • Confidentiality of patient information is a legal requirement • Neither physician nor staff may divulge without patient’s permission • Not even to family, friends, clergy • Physician decides what information in the medical record is given or withheld • Medical assistant refers questions to physician • Use care on telephone, computer screens, front desk location Chapter 1

28. Interpersonal Relationships (cont’d) • Cultural diversity • Our beliefs, value system, language, and understanding of the world grow from the culture in which we are born and raised • Be sensitive to the fact that others have their unique cultures • One culture is not better than another • Culture is displayed in many different ways • Be respectful of people of all cultures • Avoid stereotypes • Treat each person as an individual Chapter 1

29. Interpersonal Relationships (cont’d) • Language barriers • Can offer the greatest cultural barrier • Often patient is accompanied by someone who can interpret for them • Refer to foreign-language phrase books • Speak slowly and clearly • Don’t shout • Use simple words • Be brief • Deaf patients • Use sign language or write notes Chapter 1

30. Interpersonal Relationships (cont’d) • Nonpatients • Includes business visitors such as pharmaceutical representatives and office supplies vendors • Be courteous • Most offices schedule a specific time each month or make appointments to see these visitors Chapter 1

31. Quiz Empathy • ___________ is understanding how another person feels. • Maturity is not dependent on ______. age • The ability to adapt in response to changing situations is _____________. flexibility • __________________ is the ability to logically plan the steps needed to accomplish a job. Problem-solving Chapter 1

32. Critical Thinking • List the five skills needed by an administrative medical assistant. Communication, mathematics, organizational, computer, and interpersonal skills. Chapter 1

33. Critical Thinking • List the three personal attributes needed by an administrative medical assistant. Genuine liking for people, cheerfulness, and empathy. Chapter 1