Chapter 23

1. Chapter 23 Business andAccounting Skills

2. 23:1A Filing Records • Filing is the systematic or orderly arrangement of papers, cards, or other materials, so they are readily available for future reference • Material can be located quickly when needed (continues)

3. Filing Records(continued) • Records are stored safely and protected as legal records • Various systems for filing in use • Important to become thoroughly familiar with agency’s method and follow all instructions carefully (continues)

4. Filing Records(continued) • Types of filing systems • Alphabetical • Numerical • Geographic • Subject (continues)

5. Filing Records(continued) • Cross-indexes or cross-references • Color-coded filing systems • File storage • Manual filing • Electronic • Confidentiality of files

6. 23:1B Using the Alphabetical or Numerical System • Main rules for alphabetical filing • Units • Indexed • Basic principles for numerical filing • Cross indexing

7. 23:2 Using the Telephone • Correct use of telephone depends on use of many skills • Developing the correct tone of voice is essential • Answer the telephone promptly • Identify the office or agency and yourself • Screening calls (continues)

8. Using the Telephone (continued) • In order to screen calls, first find out the name of the caller • Determine the purpose of the call • Emergency calls must be evaluated • Telephone triage can also be used to determine how quickly a patient should be scheduled for an appointment (continues)

9. Using the Telephone (continued) • Use discretion at all times while using the telephone • Before ending a call repeat important information to caller • Always close a conversation with “Thank you for calling, good-bye” • Memorandums • Problem calls occur in all agencies (continues)

10. Using the Telephone (continued) • Inform patient if there will be a slight delay or if they are being put on hold • Correct telephone techniques require practice and experience (continues)

11. Using the Telephone (continued) • Automatic routing telephone system (ARU) • Answering services and machines • Paging systems • Cellular telephones • Electronic mail • Fax (facsimile) machines

12. 23:3 Scheduling Appointments • Correct scheduling of appointments is essential for good public relations • Appointment books or logs • Schedule only times available on the schedule • Most agencies use a pencil to record appointments (continues)

13. Scheduling Appointments(continued) • Learn length of time taken for various procedures in your agency • Schedule appointments as close together as possible, but not so close that patients feel rushed or are required to wait for long periods in the waiting room • Questions to ask while scheduling an appointment (continues)

14. Scheduling Appointments(continued) • Make sure you have all information • Repeat date, day, and exact time of appointment to patient • Mark correct amount of time in appointment book • Be polite if patient calls to cancel (continues)

15. Scheduling Appointments(continued) • Chronic problems of scheduling occur in every agency • Emergencies occur in every agency • Scheduling of appointments by computer • Scheduling appointments correctly takespractice with the system • Documenting missed appointments provides legal protection

16. 23:4 Completing Medical Records and Forms • Wide variety of medical records kept in every health agency • Two common forms are statistical data sheets/cards and medical history records • All records are confidential • Statistical data sheets • Medical history records (continues)

17. Completing Medical Records and Forms(continued) • In most agencies, assistants will complete only statistical data information, and/or family history, past history, and personal history sections • Physician or other authorized person will do all parts of the medical history (continues)

18. Completing Medical Records and Forms(continued) • Patient must have privacy while being questioned • Legal requirements must be observed while working with medical records • HIPAA requirements • An awareness of cultural and religious diversity of patient is essential (continues)

19. Completing MedicalRecords and Forms(continued) • Final record is usually typed for patient’s permanent record or keyed into a computer program and printed • Common abbreviations used in records and forms

20. 23:5 Composing Business Letters • Collection letter • Appointment letter • Recall letter • Consultation letter • Inquiry letter

21. Parts of a Letter • Heading/letterhead • Inside address • Salutation • Subject line • Body (continues)

22. Parts of a Letter(continued) • Complimentary close • Signature • Reference initials • Enclosure notation

23. Proper Form for Letters • Must be neat and professional • Spelling and punctuation must be correct • Form or style for letters varies • Block-style letter • Modified-block style letter

24. Spacing for Letters • Letterhead • Heading • Date • Inside address • Salutation • Subject line • Body (continues)

25. Spacing for Letters(continued) • Complimentary close • Signature • Reference initials • Enclosure notation • Margins

26. Summary • Proofread all letters before obtaining signature of sender • Correct all spelling and grammar • Use a form letter if possible • Always follow agency policy

27. 23:6 Completing Insurance Forms • Many patients rely on insurance companies to pay health care expenses, so forms must be completed correctly to receive prompt payment • Information regarding patient’s insurance coverage is essential (continues)

28. Completing Insurance Forms(continued) • To file insurance claim • HIPAA requirements • All-purpose form used by many agencies—CMS-1500 • General principles for completing insurance forms • Computer programming available for insurance forms

29. Codes on Insurance Forms • Diagnosis code • Procedure/services code • Use of an incorrect code can lead to rejection and/or delayed payment of a claim • Two major sources for numerical codes: • International Classification of Diseases • Physician’s Current Procedural Terminology

30. 23:7 Maintaining a Bookkeeping System • Pegboard system • Day sheet or daily journal • Statement-receipt record • Charge slips • Ledger cards • Explanation of Benefits (EOB) form (continues)

31. Maintaining a Bookkeeping System (continued) • Basic system for using pegboard system • System can also be used to record payments received • Daily totals obtained at the end of the day • Series of copies is made at one time • Computerized bookkeeping systems

32. 23:8 Writing Checks, Deposit Slips,and Receipts • Checks: • Provide a written request for transaction of money through a bank • Used instead of cash • Terms: • Payee • Originator • Endorsement (continues)

33. Writing Checks, Deposit Slips, and Receipts(continued) • Basic principles for writing checks • Review checks carefully when received from patient • Take steps to prevent loss of checks • Receipt is used as a record of goods or money received (continues)

34. Writing Checks, Deposit Slips,and Receipts(continued) • Deposit slips are financial records for cash or checks received • All monies should be deposited preferably on a daily basis • Most agencies keep a copy of each deposit slip (continues)

35. Writing Checks, Deposit Slips,and Receipts(continued) • All math should be double-checked • Terms used on deposit slips • Accuracy is the best policy