1. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Unit 1 Professional and Career Responsibilities

2. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Chapter 1 A Career As an Administrative Medical Assistant 2

3. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Objectives Review the learning and performance objectives for this chapter By the end of this chapter, demonstrate the procedures in the textbook and the job skills in the workbook 3

4. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Heart of the Health Care Professional Motto: “Think with empathy, act through service.” 4

5. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Welcome to Administrative Medical Assisting Stimulate your mind Motivate your curiosity Energize your work ethic Enliven your spirit 5

6. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Customer-Service Oriented Practice Serving the needs of patients is the reason for going into this profession Always put patient above your own needs and routine duties 6

7. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Career Advantages Skills and knowledge last a lifetime Work is available anywhere in the world where medicine is practiced Training may be combined with education, resulting in certification and college degree 7

8. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Career Advantages Work is rewarding and challenging Part-time, flextime, and full-time employment available in a variety of medical settings 8

9. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Employment Opportunities Medical Offices Clinics Hospitals Research Institutes Insurance Companies Laboratories 9

10. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Employment Opportunities Pharmaceutical Companies Clinical Medical Assistant –Back office duties Direct patient care Performing procedures 10

11. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Job Responsibilities Administrative Medical Assistant –Front office duties Receptionist Telephone procedures Appointments Medical record management Bookkeeping/accounting Insurance claim processing Electronic records and transmission 11

12. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Job Responsibilities See Figure 1-3: Administrative Medical Assistant Job Description for a complete listing of job responsibilities 12

13. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Interpersonal Skills – “Soft Skills” Listen and Observe Interest and Concern Respect Sensitivity to Others Empathetic and Positive Attitude Initiative and Motivation 13

14. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Interpersonal Skills – “Soft Skills” Time Management Team Interaction 14

15. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Time Management Practice: –Organizational skills –Self discipline –Prioritizing tasks –In the classroom 15

16. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Understanding Emotional and Psychological Problems Work Relationships –Some behaviors require action; some do not Gossip Disrupter Credit hog One-track mind Know-it-all 16

17. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Understanding Emotional and Psychological Problems Aggressive versus Assertive Behavior –Aggressive = forward, pushy, overbearing –Assertive = professional confidence Grieving or Distressed Patients –Empathy –Honesty –Concern –Support 17

18. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Understanding Emotional and Psychological Problems Death and Dying – Stages –Denial –Anger –Bargaining –Depression –Acceptance 18

19. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Understanding Emotional and Psychological Problems Hospice –Hospice Foundation of America –Medical care and support for patients and families dealing with a terminal illness –Quality of life –Dignity of the dying patient 19

20. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Understanding Emotional and Psychological Problems Stress –Physical, psychological, and emotional reactions to circumstances Work circumstances Personal circumstances Ongoing stress 20

21. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Understanding Emotional and Psychological Problems Coping with Stress –Be aware of what causes it –Evaluate the situation –Confront the problem –Cultivate healthy relationships –Take regular breaks –Adapt behavior 21

22. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Understanding Emotional and Psychological Problems Manage Stress in the Workplace –Go to bed and get up early –Enjoy the environment –Enjoy lunch breaks –Practice skills to gain confidence –Organize and prioritize 22

23. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Understanding Emotional and Psychological Problems Manage Stress in the Workplace –Be realistic –Practice relaxation techniques –Exercise your sense of humor –Do not overreact –Practice creative problem solving 23

24. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Understanding Emotional and Psychological Problems Manage Stress in the Workplace –Rely on a support system –Think positively –Monitor your health –Seek professional help if unable to adapt 24

25. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Understanding Emotional and Psychological Problems Burnout –Caused by too much OR too little stress –Occurs most often in “helping” professions Avoiding Burnout –Vary assignments and routines –Have a voice in decision-making process 25

26. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Professionalism Attitude –Positive –Confident –Diplomatic Image –Proper grooming –Dress professionally 26

27. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Professionalism Health and Physical Fitness –Avoid smoking –Eat healthy foods –Exercise regularly Diminishes stress 27

28. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Licensure, Accreditation, Certification, and Registration See Table 1-1: Certification and Registration –Licensure –Accreditation –Certification –Registration 28

29. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Keeping Current Read professional publications Network with peers –Professional organizations –Educational seminars Perform Internet research Attend continuing education classes Get health care reform updates 29

30. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Stop and Think Case Scenarios Review scenario “Listen and Observe” –What would you think and say to her? Review scenario “Positive Attitude” –Think about each statement and tell how you would respond, considering whether his statement(s) and your response(s) are positive, negative, or neutral 30

31. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Stop and Think Case Scenarios Review the scenario “Patient Education” –How can you tactfully educate Mary Lou’s mother about her daughter’s reactions? –How would you inform the mother and Mary Lou about what the physician will be doing? 31

32. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Stop and Think Case Scenarios Review the scenario “Aggressive versus Assertive Response” –Try to reword what you would say to the patient so that it is assertive instead of aggressive 32