Business and Accounting Skills Chapter 24 Business and Accounting Skills

24:1A Filing Records Filing is systematic or orderly arrangement of papers, cards, or other materials so they are readily available for future reference Material must be located quickly as needed Material must be safely stored/protected as legal records

Types of Filing Systems Alphabetical Most common method Numerical Geographic Subject

Cross-Indexes or -References Essential to the filing system to avoid misplacing or losing records Cross-references might be kept in a separate file or in colored sheets within main file Agencies often have special cross-reference sheets

Color-Coded Filing Systems Innovative method that helps prevent errors Colors represent letters in patients’ names Systems might be Coded by physician Coded by insurance type Coded by patient name

Storage of Files Files or cabinets must be conveniently located, fireproof, and equipped with locks Records classified as active, inactive, or closed Follow state requirements for record retention Electronic system uses EMRs or EHRs Frequent backups

Electronic Health Records Paperless files Database Automatic backups Critical to maintain confidentiality

24:1B Using the Alphabetical or Numerical System Alphabetical filing Units for indexing Alphabetical order Basic principles for numerical filing Cross-indexing or -referencing required Refer to Procedure 24:1 in text Changed Text to text throughout

24:2 Using the Telephone Correct telephone technique is necessary Developing correct tone of voice is essential Answer the telephone promptly Identify the office or agency and yourself How to screen calls Name of caller Nature/purpose of call

24:2 Using the Telephone Emergency calls must be evaluated Telephone triage can be used to evaluate situations and prioritize treatment Ask questions and remain calm Always use discretion on the telephone Refer to Procedure 24:2 in text

24:2 Using the Telephone Before ending a call repeat important information to caller Always close conversation with, “Thank you for calling. Good-bye” Memorandums Problem calls occur in all agencies

Automatic Routing Telephone Systems Automatic routing unit (ARU) allows many calls to be answered at once Voice mail is a common feature of ARU systems Messages must be checked frequently

Answering Services and Machines Used by many health care agencies when agency is closed Answering service has operator to transfer calls, route emergency calls Answering machine has recorded message; callers can leave a message

Paging Systems Allow individual to be contacted through pager or beeper Message type depends on system used Usually do not allow two-way communication Allow 24-hour access

Cellular Telephones Allow two-way communication in most locations Provide greater flexibility for receiving calls Major drawback is loss of confidentiality More expensive than pagers

Electronic Mail Messages can be sent, received, and forwarded via e-mail Confidential information should only be sent if encryption program, firewall, or password is used Patient must sign authorization form

Fax (Facsimile) Machines Transmits data electronically Legal and confidentiality issues must be considered when faxing records Written authorization is required When in doubt, mail or messenger records

24:3 Scheduling Appointments Correct scheduling of appointments is essential for good public relations Appointment scheduling is usually done on computer Alternate system of books or logs when systems are down

24:3 Scheduling Appointments Before scheduling appointments, block out times when individuals are unavailable Schedule only times available on the schedule Most agencies use a pencil to record appointments in logs

24:3 Scheduling Appointments Learn how long appointments generally take and schedule accordingly Schedule appointments as close together as possible Find out the reason for the appointment Have required information before closing the call

24:3 Scheduling Appointments Chronic scheduling problems occur Documenting missed appointments provides legal protection Emergencies occur in every agency Scheduling appointments well takes practice Refer to Procedure 24:3 in text

24:4 Completing Medical Records and Forms Wide variety of medical records kept in every health agency Electronic records are EMRs or EHRs All records are confidential Written consent required for release of information

24:4 Completing Medical Records and Forms Statistical data sheet Registration forms or patient information forms (refer to Figure 24-8 in text) Medical history record Refer to Figure 24-10 in text

24:4 Completing Medical Records and Forms 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 complete other parts of medical history

24:4 Completing Medical Records and Forms Patient must have privacy while being questioned Legal requirements must be observed while working with medical records HIPAA requirements Awareness of cultural/religious diversity is essential

24:4 Completing Medical Records and Forms Final medical history record is usually keyed into a computer program and printed for a patient’s permanent record Common abbreviations used on records and forms Refer to Procedure 24:4 in text

24:5 Composing Business Letters Collection letter Appointment letter Recall letter Consultation letter Inquiry letter

Parts of a Letter Letterhead or heading Body Date line Complimentary close Inside address Signature Salutation Reference initials Subject line Enclosure notation

Proper Form for Letters Must be neat and professional Form or style for letters varies Block-style letter Modified-block style letter Refer to Figures 24-12 and 24-13 in text

Summary Proofread all letters before obtaining signature of sender Correct all spelling and grammar Use a form letter if possible Always follow agency policy Refer to Procedure 24:5 in text

24:6 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 patients’ insurance coverage is essential

24:6 Completing Insurance Forms HIPAA requirements on confidentiality Universal insurance claim form used by many agencies (CMS-1500; refer to Figure 24-15 in text) Must be used for all government-sponsored health care claims

Coding Insurance Forms Codes needed for diagnosis and procedure/services sections of insurance forms Numerical codes used to clearly identify information in a standard manner ICD-10-CM codes (refer to Table 24-2 in text) CPT codes

Completing Insurance Claims Be sure to use the correct form and the correct codes, if required Computers programmed to complete standard claim forms may be used (refer to Figure 24-18 and Procedure 24:6 in text) Electronic filing is required by many agencies

24:7 Maintaining a Bookkeeping System Pegboard system Day sheet or daily journal Statement–receipt record Charge slips Ledger cards Refer to Procedure 24:7 in text

24:7 Maintaining a Bookkeeping System Pegboard system can also be used to record payments received Explanation of Benefits (EOB) form may be received with payment Daily totals at the end of the day on day sheet Series of records is made at one time

24:7 Maintaining a Bookkeeping System Computerized bookkeeping systems used by most health care facilities Handles patient accounts, creates a daily journal Easy to use Safeguards needed for confidentiality

24:8 Writing Checks, Deposit Slips, and Receipts Checks and receipts must be filed accurately Check Written order for payment of money through a bank Used instead of cash Refer to Procedure 24:8A in text

24:8 Writing Checks, Deposit Slips, and Receipts Payee Makes payment Originator or maker Writes check Endorsement Signature of payee

24:8 Writing Checks, Deposit Slips, and Receipts 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 (refer to Procedure 24:8C in text)

24:8 Writing Checks, Deposit Slips, and Receipts Financial records for cash or checks received Monies are preferably deposited on a daily basis Most agencies keep a copy of each deposit slip Must be accurate

24:8 Writing Checks, Deposit Slips, and Receipts Double-check all math Note currency, coins, and checks deposited Refer to Procedure 24:8B in text