1. Chapter 15 Working in a Medical Office

2. Office Procedures for the 21 st Century, 8e Burton and Shelton 2 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Working in a Medical Office The Medical Office Basic Medical Office Positions

3. Office Procedures for the 21 st Century, 8e Burton and Shelton 3 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. The Medical Office Types of Medical Offices Medical Office Careers Medical Office Skills Basic Medical Office Positions

4. Office Procedures for the 21 st Century, 8e Burton and Shelton 4 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Medical Office—Types Medical specialties Physician practice Ambulatory center Clinic Hospital and medical center Other medical settings

5. Office Procedures for the 21 st Century, 8e Burton and Shelton 5 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Medical Office--Careers Medical office assistant Medical transcriptionist Medical secretary Medical receptionist Coding specialist

6. Office Procedures for the 21 st Century, 8e Burton and Shelton 6 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Medical Office--Skills Administrative areas Front desk Administrative Scheduling Records Billing, coding, and insurance

7. Office Procedures for the 21 st Century, 8e Burton and Shelton 7 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Medical Office--Skills Communication Recognize and respect cultural diversity Adapt communications to individual’s understanding Apply professional telephone and interpersonal techniques Recognize and respond effectively to verbal, nonverbal, and written communication Receive, organize, prioritize, store, and maintain transmittable information in electronic form

8. Office Procedures for the 21 st Century, 8e Burton and Shelton 8 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Medical Office--Skills Other essential knowledge and skills Basic medical terminology HIPAA Practice management software

9. Office Procedures for the 21 st Century, 8e Burton and Shelton 9 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Basic Medical Office Positions Front Office Staff Billing Staff

10. Office Procedures for the 21 st Century, 8e Burton and Shelton 10 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Positions—Front Office Staff Receptionists and intake persons Procedures for checking in patients Legal forms, insurance cards, collect payments Out-take persons Procedures for checking out patients Scheduler Contact patients about appointments Validate referrals

11. Office Procedures for the 21 st Century, 8e Burton and Shelton 11 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Positions—Front Office Staff (continued) Keyboarding & accuracy Medical software Pleasant voice Good handwriting Listening skills Excellent telephone techniques Confidentiality of patient’s information Payment and insurance co- payments Steps to verify insurance coverage Treat patients with dignity and courtesy File and find charts Professional image Medical vocabulary Knowledge and Skills needed:

12. Office Procedures for the 21 st Century, 8e Burton and Shelton 12 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Positions—Billing Staff Send claims and receive payments from insurance companies in timely manner Provide correct insurance information Know CPT and ICD-9 diagnosis codes Know allowable charges as set between doctor and insurance company Send monthly statements

13. Office Procedures for the 21 st Century, 8e Burton and Shelton 13 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Positions—Billing Staff (continued) Ability to use medical software package Interpret data and charges Knowledge of medical terms Document details of conversation with both patients and insurance company. Excellent telephone etiquette Teamwork Good personal grooming Send claims to insurance company electronically and through printed paper forms Work with and file each patient’s chart Confidentiality regarding patient information Knowledge and Skills Needed