1. Business and Accounting Skills
Chapter 23
Business and Accounting Skills

2. 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
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3. 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
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4. Filing Records (continued)
Types of filing systems
Alphabetical
Numerical
Geographic
Subject
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5. Filing Records (continued)
Cross-indexes or cross-references
Color-coded filing systems
File storage
Manual filing
Electronic
Confidentiality of files

6. 23:1B Using the Alphabetical or Numerical System
Main rules for alphabetical filing
Units
Indexed
Basic principles for numerical filing
Cross indexing

7. 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
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8. 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
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9. 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
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10. 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
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11. Using the Telephone (continued)
Automatic routing telephone system (ARU)
Answering services and machines
Paging systems
Cellular telephones
Electronic mail
Fax (facsimile) machines

12. 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
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13. 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
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14. 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
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15. 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

16. 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
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17. 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
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18. 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
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19. 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

20. 23:5 Composing Business Letters
Collection letter
Appointment letter
Recall letter
Consultation letter
Inquiry letter

21. Parts of a Letter Heading/letterhead Inside address Salutation
Subject line
Body
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22. Parts of a Letter (continued)
Complimentary close
Signature
Reference initials
Enclosure notation

23. 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

24. Spacing for Letters Letterhead Heading Date Inside address Salutation
Subject line
Body
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25. Spacing for Letters (continued)
Complimentary close
Signature
Reference initials
Enclosure notation
Margins

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

27. 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
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28. 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

29. 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

30. 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
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31. 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

32. 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
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33. 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
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34. 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
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35. Writing Checks, Deposit Slips, and Receipts (continued)
All math should be double-checked
Terms used on deposit slips
Accuracy is the best policy