1. Course Facilitator – Lashonda Crockett M.H.A
Welcome to ))))))
HS210
Medical Office Management
Unit 2 Chat # 2 –
Course Facilitator –
Lashonda Crockett M.H.A

2. Chat Objectives Review Chapter 4 & 5
Unit 3 Computers and Telephone Technique
Questions to date

3. Unit 3 Computers and Telephone Technique
Explain the meaning of the word professionalism
Discuss several ways of the characteristics of professionalism. 
Explain why confidentiality is so important in the medical profession
Discuss the role of the medical assistant’s attitude in caring for patients.
List some examples of office politics.
Identify specific ways that teamwork can be promoted in the physician’s office.
Discuss the meaning of insubordination and why it is grounds for dismissal.
Chap 4

4. Unit 3 Computers and Telephone Technique
Explain why first impressions are critically important
Explain the difference verbal and nonverbal
Communication.
Discuss the value of touch in the communication
Process.
Explain some of the barriers to effective communication.
List and explain the levels of Maslow’s hierarchy of needs.
Describe the value of listening.
List several ways to deal with conflict.
Explain the stages that patients go through when facing death.
Chap 5

5. Unit 3 Computers and Telephone Technique
Week 3 assignments
Reading Chap 8 & 9
Telephone Activity
Discussion
Project
Exam 1
Trivia

6. Unit 3 Computers and Telephone Technique
Unit 3 Assignments
In Kinn's The Medical Assistant, read Chapter 8: Computers in the Medical Office and Chapter 9: Telephone Techniques
Interactivity
Patient Mr. Rosen is an established patient. He has been seen for fatigue, shortness of breath on exertion, jaw pain, back pain, dizziness, and light-headedness. After testing it has been determined that he has early stages of coronary heart disease and needs to be seen this week. You will play the part of the Office Manager for Dr. Meyers. Your instructor will play the part of a patient, Mr. Rosen, who is an established patient and has been seen many times in your office. He was seen last Monday for an exam and tests. The test results have come back and he needs to be seen as soon as possible.

7. Unit 3 Computers and Telephone Technique
  You are to call the patient and leave a message to call your office this week.
 Make sure to review how to leave a message for a patient at home.(Read chapter 9)  
Think ahead about what information you will be including in your message?  
 Remember you are conducting yourself as if you were a health care professional.

8. Questions / Answers / Goodbyes