1. Unit M: Informational Services

2. Objectives 2H13.- Apply business skills in healthcare settings. –2H13.01- File records using the alphabetical and numerical system. –2H13.02- Use telephone and other scheduling techniques.

3. Alphabetical Filing: Normally used in telephone books. FIRST Put into units FIRST Ex.: T.S. Elliot Has 3 units-Then index- last name first (ex. Eliot, T.,S.) Organizations and Businesses in order they are written. ex: American Red Cross Exception: Exception: If Owner's name is the name of business, then follow name rules The T.S. Eliot Company is filed as Eliot, T., S., Company

4. Alphabetical Filing: Of, and, at, the, on, a, an are not indexed - put them in ( ). Nothing comes before something. Prefixes are treated as parts of names. Kim Kennedy, MD Kim L. Kennedy, M.D.,

5. Alphabetical Filing After indexing, follow strict alphabetical order, use as many letters as needed to file. Hyphenated names are considered as one unit. Which would be filed first? Sally Joe Stevens Sherman Smith-Jones Sharita St. James Sharon Smithson The Little Medical Supply Company Lester’s Grill The Little-Silver Clinic John Li, M.D.

6. Alphabetical Filing Familiar abbreviations are treated as though the word was spelled out in full. Titles or degrees usually are not considered in filing, but are written in ( ) at the end of indexed names for ID purposes. Exception: Religious or special titles. Terms of seniority are used as last indexing unit. Which one of the following is indexed properly? Jones, James Robert (MD) Jones, Dr. James Robert Jones, James Robert, MD Dr. Jones, James Robert Dennis O’Leary Sir Lawrence Olivier Mary Kate Olsen Marcia Smith-Oldham

7. Identical Names Name Key Unit Unit 1 Unit 2 Unit 3 Daily Herald Daily Herald Dayton Daily Herald Daily Herald Toledo Gold Star Restaurant Gold Star Restaurant 35th Street Gold Star Restaurant Gold Star Restaurant 67th Street Gold Star Restaurant Gold Star Restaurant Holiday Avenue If two or more individuals have the exact same name, geographic location is used for filing purposes.

8. Alphabetical Filing Numbers in a name are indexed as though they were spelled out. A Child’s Place 50 Chinese Restaurant The Children Place At Charlie’s Pub

9. Numeric-2nd most common Cross indexing (referencing) is required. Patient names are indexed as for alpha filing. Agency numbering usually runs in order, and a record is kept of which numbers have been assigned. When patient comes to agency, alpha cross index is checked to locate patient's file number. Numbers go in order from small to large. Most offices use digit number systems.

10. If zero falls before other numbers, the zero is disregarded when filing. 0231 031 230 0002

11. Terminal Digits Which would be filed first: 0231-74 0031-74 2309-62 0082-62 Many systems use the same terminal (last) digit for certain shelves or drawers - if so - check the last digit and then put all the same last digits together.

12. Color Coding In a large medical office, you notice that file charts come in six different colors. What are the colored charts MOST LIKELY used to identify? Dr. Jones Dr. Smith Dr. James Dr. Rogers Dr. Edwards Dr. Jekyll

13. Appointment Books Vary from office to office Some offices exclusively computer Time blocked in 15- minute intervals. First…block out lunch, meetings, etc. with a large X Use pencil Appointment time depends on purpose of appointment Long periods of unscheduled time is wasteful Some agencies use buffer period.

14. When a patient calls… Find out reason for call. Try to schedule convenient appointment for patient. Try to give choices Be sure you have the required information before closing the call. Spell names correctly (ask if you don't know) Write the patient's phone number in the appointment ledger. Repeat the date, time and important appointment details Thank the caller and say good-bye Double-check appointment book to assure correct time was blocked off. Always smile when answering the phone in a medical office. “We have you scheduled for next Friday, the 16th, at 9 a.m.”

15. If the patient calls to cancel… Ask if he/she would like to reschedule Erase appointment and reschedule Do not ask why they are canceling

16. Scheduling issues… In many agencies, patients who don't show up are billed "No show" noted on patient's chart If an emergency occurs and the health care provider is called away, sometimes all appointments must be canceled or offer to the patient the option to wait. Sometimes, offices will make time for patients with emergencies to be seen

17. Computer Scheduling Computer automatically locates next available appointment. Provides a record of appointments already scheduled. Prints out copies of daily schedule.

19. Types of Filing Alphabetic - Records are ordered according to the alphabet. To find "Smith, John," you look under the letter S. Alphanumeric - Records are ordered numerically. This system is used more often for cross-referencing and on computer media than for main hard-copy filing systems. To find "Smith, John," you need his client number. Time - Records are ordered from newest to oldest. Subject - Records are ordered according to subject matter. Subjects might be "Office Equipment," or "Insurance." Individual records within these subjects are still in alphabetic or numeric order. Geographic - Geographic ordering might be appropriate for a company that does business regionally. Individual records within these regions are still in alphabetic or numeric order. Colored - Color-coded systems are used in open file cabinets. Colored tabs usually pertain to letters of the alphabet. The records are still ordered alphabetically, but are located by color rather than by file drawer.

20. Prefixes are treated as parts of names and hyphenated names are considered as one unit. Hyphens and apostrophes are ignored and the spacing removed. For example, Air- Sea Rescue Training would be indexed as: AirSea (key), Rescue (unit 2), Training (unit 3).

21. Cross Indexing Also a common method of filing. (referencing) is required. Patient names are indexed as for alpha filing. – Agency numbering usually runs in order, and a record is kept of which numbers have been assigned. – When patient comes to agency, alpha cross index is checked to locate patient's file number. – Numbers go in order from small to large; most offices use digit number systems.

22. Rules for Using E-mail Benefits of E-mail: Saves time. Not conducive to "social conversation." Doesn't interrupt like phone calls do, and waits until it is convenient to use. Can communicate with many people at the same time. It's cheap.

23. Standard Parts: E-mail address: username@domainname.net The user name can be real or created by the user. The domain name is the location of the person's account. The last few letters tell you about the type of address, for example: username@domainname.net.gov - government.edu - educational institution.com - commercial address "To" is recipient. Can send to more than one person. "Subject" is what the message is about. "Courtesy Copy" for others who need to know. "BC" stands for blind copy, when you do not want the recipient to know to whom the e- mail was sent. Message - content of the e-mail. Attachments - You can attach other files from your computer, a disk or CD. The signature line can be automatically added by the software to include the name and other contract information from the sender.

24. Rules for Using E-mail: Make your message clear & concise. Use good business etiquette - which means you should be polite & positive. Remember that it only takes a few clicks of the mouse to forward your message to others. Use non-discriminatory language. Let your reader know if no response is required. If you reference another individual in your e-mail, you should CC that person. Do not use all caps. It looks like you are shouting. Check for spelling and grammar errors. Convention complimentary closes (sincerely, yours truly, etc.) are rarely used. REMEMBER - Rules of confidentiality and privileged communication apply to e-mail.