Business and Accounting Skills Chapter 23 Business and Accounting Skills

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)

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)

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

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

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

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)

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)

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)

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)

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

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)

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)

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)

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

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)

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)

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)

Completing Medical Records 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

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

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

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

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

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

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

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

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)

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

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

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)

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

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

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)

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)

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