OFFICE MANAGEMENT Chapter 5 © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED

LEARNING OUTCOMES: WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO 5.1 Design a medical office waiting area that exhibits the priority of patient comfort. 5.2 Identify three stress triggers in your own life and define at least one method of reducing the associated negative stress. 5.3 Differentiate among three common leadership/ management styles. 5.4 Explain why an administrative medical assistant needs to know how to collect and assimilate research data. 5.5 Classify items into major categories of needed information when making traveling arrangements. 5.6 Justify why a policies and procedures manual should be developed and used in a medical office. © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 5-2

agenda authoritarian/autocratic delegative/laissez-faire ergonomics itinerary management qualifications meeting minutes outside services file participative/democratic patient education materials patient information brochure perfectionism policies and procedures manual reprints stress travel agent © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED KEY TERMS 5-3

KEY TERMS (CONTINUED) agenda -- an outline of the meeting, that specifies the location, time, and major topics to be covered authoritarian/autocratic -- leader provides clear and definitive expectations to his or her team members delegative/laissez-faire -- leader employs a hands-off policy and tends to allow other office team members to make their own decisions ergonomics -- attempts to match the individuals physiological factors to the equipment and furniture needed to complete tasks while reducing the risk of injury and hazards without decreasing output © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 5-4

KEY TERMS (CONTINUED) itinerary -- daily schedule of events, including flight times listed in the local departing and arrival destinations times, flight numbers, hotel and car arrangements, and all pertinent addresses and phone numbers management qualifications -- the skills, abilities, and responsibilities of the medical assistant in the role of office manager meeting minutes -- official record of the proceedings of a meeting outside services file -- contain the names, addresses, addresses, and phone numbers of those to whom the physician may refer patients for services © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 5-5

KEY TERMS (CONTINUED) participative/democratic -- offers advice but is also a participant in the team dynamics and seeks input from other team members patient education materials – provide secondary materials for patient care patient information brochure-- provides the patient with vital information © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 5-6

KEY TERMS (CONTINUED) perfectionism -- is setting unrealistic expectations and goals and being dissatisfied with anything less policies and procedures manual-- employee handbook, is the reference that provides all employees with information about the work environment reprints -- Once the article is published, the author may receive a certain number of free copies of the article stress -- often referred to as the bodys emotional and/or physiological reactions to external motivators travel agent -- it is the agents job to make all transportation, car rental, and lodging arrangements requested by the traveler © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 5-7

5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE PRIORITY OF PATIENT COMFORT Patient Waiting Area size colors reading materials healthy/sick areas/children Reception Area confidentiality © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 5-8

Certain strategies will help reduce the negative effects of stress: Analyzing how we use time and applying Time Management techniques managing our anger and reactions to conflict Getting organized and setting priorities Staying physically and mentally healthy Taking time to relax © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED NEGATIVE STRESS.

5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT STYLES Office management responsibilities involve the following managerial skills and abilities: Being a team player Increasing productivity Planning strategically Using problem-solving skills Using available resources © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 5-10

5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH DATA Physicians often research medical cases and data to gather treatment protocol for a condition or disease, to keep up-to-date on medical trends, and to prepare articles for professional medical journals. The Administrative Medical Assistant should be able to: Use the Library Review Medical Journals © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 5-11

5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS. When making travel arrangements for yourself or for others, maintain a reference folder with the following preferences: Method of travel Air travel Ground travel Lodging Membership discounts Past itineraries © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 5-12

5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD BE DEVELOPED AND USED IN A MEDICAL OFFICE. The manual serves as a reminder of tasks to be done (referred to as policies) and how to complete the tasks (procedures). The manual helps keep the office running smoothly. It is a great help in training new employees, substitutes, and successors. Format Contents: Office personnel directory Job descriptions Procedures © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 5-13