Crossover from Classroom to Career Living up to hiring expectations & Retaining your job

Gathered Current Feedback Interviewed Hiring Manager, HR Manager, and Office Manager Interviewed 3 Front Office MA’s Interviewed 1 Pt. Check-Out Office MA Interviewed 1 Back Office MA Shadowed 3 Front Office MA’s for entire shift

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Topics Investigated Hiring Process Expectations Daily Routine Classroom preparing students for their career? What changes can we make in the classroom to better prepare students for their career? Growth opportunities Finding a job Turnover Computer Skills EHR & PMS HIPAA OSHA Work Ethic Rules

Student Learning Outcomes Gain a current understanding of what to expect in day-to-day responsibilities Learn the entry level expectations (soft skills and willingness to adapt) Expectations during the interview process Office specific basics of a PMS Office specific documentation and charting Explore the crossover of a back office MA with a front office MA

Day-to-Day Responsibilities Each office will be different in minor ways Adapt Remain positive and confident; not all-knowing Answer phones: triage, message, forward Schedule appointments Patient interaction Scan and file documents into computer

Day-to-Day Responsibilities Cont. Prepare for upcoming patient visits Prepare necessary forms for patient visits Update PHI, insurance, and verify Explain orders from doctors to patients Answer patient questions (not medical advise) Check eligibility, document Print schedule Keep all papers covered - HIPAA

Day-to-Day Responsibilities Cont. Teamwork Assigned to several doctors, rotates daily Write letters Make flyers Make labels Basic Excel Use medical abbreviations Electronic prescriptions

Day-to-Day Responsibilities Cont. Challenge: Knowing where to place documents once scanned Review activity from charting when filed and matched documents on computer to proper tab Review filing chapter Biggest Challenge: Multi-tasking & Time Management FAST PACED ENVIRONMENT REQUIRES SKILL AND HIGH ENERGY

Entry Level Expectations Soft skills Friendly Positive Smile Able to receive constructive criticism Ability to re-learn tasks Professional appearance and behavior Work ethic (high energy, busy, follow rules)

Entry Level Expectations Cont. Willingness to adapt Continue to receive training on-the-job Continued HIPAA and OSHA training May be different methods used than learned in school (more than one way – adapt to office) Don’t assume know how to do a task even though you were trained in school (grow on school’s base skill)

Entry Level Expectations Cont. Type Basic computer skills (word, excel) Know insurance and be able to interpret cards How to write a professional letter and email Office attire appropriate Follow rules (cell phones out of work space) Basic English and writing skills (without slang and errors – professional – at college level)

Interview Expectations Eye contact Sensitivity training Attitude Time management Understand meaning of team player Dependability (sick calls affect entire team) Customer relations

Benefits Practically no turn over! MA’s love their job! Paid well (raise as gain experience) & insurance! Promotion options! Option to grow in many different paths! Post on local sites (Monster, Craigs list, & Indeed)! On the job continued education (HIPAA/OSHA)! High moral (close co-workers, holiday parties)!

Office specific basics of a PMS Different offices have different systems Learn one and adapt to your office Information the same Screen is different All systems are linked On the job training of new system Learning the basics in school will expedite the learning process

Office specific documentation & charting Front Office MA: Documentation directly on computer Shred documents once scanned on computer Document phone and verbal conversations Check for duplicate documentation Back Office MA: On paper then transfer to computer or Directly on computer

Front and Back Office Crossover Hired specifically for front or back office Smaller offices utilize both for sick calls or understaffed Large facilities do not cross over front and back office responsibilities Work together as a team to make efficient Communication Team work

Summary & Improvements School skills are essential to a smooth transition from classroom to career! Expand school program to include more patient sensitivity (senior, disabled, and language barriers) – Our New Activity and Lecture Expansion Expand school program to include more training on interpreting types of orders (x-ray, MRI, ultrasound, etc) – New computer activity to view and differentiate these documents in addition to our paper file chart activity