MEDICAL OFFICE

PROCEDURES
 CONTENT
01 MEDICAL OFFICE ASSISTANT

02 PFFICE ENVIRONMENT

03 OFFICE EQUIPMENT

04 TELEPHONE ETIQUETTE

05 APPOINTMENTS

06 WRITTEN COMMUNICATION
MEDICAL OFFICE
ASSISTANT
Medical office assistants, also called
administrative assistants, handle the
business portion of a medical office or
facility.

The responsibilities of a medical office

assistant will vary by the facility.
 RESPONSABILITIES
Objective n*1 Objective n° 2 Objective n° 3
Handling credit,billing, Accounting bookkeeping and banking. Scheduling.
and collection. Taking messages for mediation
 CODE OF ETHICS
Ethics are principles or guidelines for moral behavior. A code of ethics is
a list of written statements describing proper, moral conduct for a group
of people. The American Association of Medical Assistants (AAMA)
created a code of ethics that serves as a standard of practice for all
professional medical assistants

According to the AAMA Code of Ethics, all medical

assistants must:
Participate in additional service activities aimed
towards improving the health and well-being of the
community.
MEDICAL OFFICE ASSISTANT
In most medical facilities, the first person that
patients come into contact with is a medical office
assistant. Office assistants must take special care to
give patients a good impression of the facility.
To do this, medical office assistants must
demonstrate certain professional and personal
qualities. Some of these traits may not be natural for
every person. All medical office assistants must be
committed to developing these attitudes and skills.
Desirable traits for medical office assistants include:
• Maintaining a positive attitude.
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THE NEED FOR HIPAA
These days, all information in a patient's medical record is
private.
In most cases, it is illegal to show this private information to
anyone without that patient's permission.
By 1996, the Health Insurance Portability and Accountability Act
(HIPAA) was passed by the House and Senate and was signed
by the President. HIPAA became law, and many rules were set in
place to protect patients and their personal health information.

According to HIPAA, a patient's health information is

private. Before a patient's information is released to
anyone, such as a family member or another physician,
the patient must give written authorization.
 THE PRIVACE RULE
The privacy regulations are outlined in a
section of HIPAA called the Privacy Rule.
The Privacy Rule provides detailed
instructions for handling and protecting a
patient's personal health information.
The Privacy Rule was not intended to slow
down health care or to make health care
more complicated. Rather, the rule was
created to protect private health
information while still allowing the flow of
necessary information. As a result, patients
should feel confident that their information
is being treated properly and respectfully.
THE SECURITY RULE
Electronic medical records
(EMR) help the health care
industry to operate more
efficiently.
However, EMR creates many
security and privacy issues.
As a result, HIPAA provides
regulations to make sure that
confidential records are kept
secure. This is called the
Security Rule
THE HEALTH INSURANCE
The Health Insurance Access,
Portability, and Renewability section
of HIPAA was created to provide
continuous insurance coverage for
people when they change or lose a
job. A change in jobs usually results
in a change in health insurance.
HIPAA prevents health insurance
companies from denying or limiting
coverage for people who have
pre-existing conditions.
OFFICE ENVIRONMENT
The environment of a medical office plays an important role in how patients
feel during and after their appointments. Environment is the surroundings
that make up a setting.

Patients are affected almost as

much by their surroundings as
they are by the attention they
receive from a physician. An
office can create feelings of
safety and well-being in a
patient, or it can create feelings
of discomfort and isolation.
SAFETY AND SECURITY
Without proper safety measures, these
diseases could spread to other patients
and staff. For this reason, federal
agencies have guidelines for preventing
the transmission of diseases.
Medical facilities keep patients and
workers safe by removing safety risks
and following government regulations.
OFFICE EQUIPMENT
Medical office assistants must be familiar with computer
operations. Many offices have converted medical
records from a paper form to an electronic form.
A few uses for computers in the medical offices include:

• Submitting • Transmitting
• Scheduling
claims to digital x-rays
appointments.
insurance between medical
carriers online. offices.
FAX MACHINE
Facsimile, or fax machines are
valuable tools in the medical office.
They are used to quickly and
inexpensively transmit data over
telephone lines. Bot the sender and
the receiver must have fax machines
order for the process to work.
TELEPHONE ETIQUETTE

The telephone is a vital tool in the

medical office. Employees use the
telephone to exchange information with
patients and others outside the office.
 TELEPHONE ETIQUETTE
For example, the assistant may use the telephone to::

Objective n° 1 Objective n° 2 Objective n° 3

•Schedule •Relay •Consult with other
appointments laboratory test results and medical workers
•Answer patient care instructions •Handle business
questions matters, such as
ordering supplies

So it is crucial for assistants to develop telephone

communication skills that enhance the image of the
office
 VERBAL COMMUNICATION IS THE USE OF
LANGUAGE AND WORDS TO SEND AND
RECEIVE INFORMATION. THE WORDS MAY BE
WRITTEN, BUT MORE OFTEN THEY ARE
SPOKEN, WHICH IS KNOWN AS ORAL
COMMUNICATION. THIS TYPE OF
COMMUNICATION CAN TAKE PLACE ACE-TO-
FACE OR OVER THE TELEPHONE. IT CAN
ALSO OCCUR ONE-TO-ONE OR IN A GROUP.
APPOINTMENTS
Medical office assistants are responsible for
scheduling appointments with physicians. They
also have to cancel or reschedule existing
appointments. It is a careful balancing act to
accommodate patients and others who need
appointments while also making sure that the
office stays on schedule. This skill takes practice
and knowledge of scheduling methods and
clinical procedures. When an office runs on time,
it pleases patients and reflects well on the
medical practice.
 APPOINTMENTS
Medical office assistants are responsible for:
Objective n° 1 Objective n° 2 Objective n° 3
• Scheduling • Canceling appointments • Rescheduling
appointments with appointments
physicians, dentists,
nurse practitioners,
physician assistants,
and other providers.
APPOINTMENTS
Keeping the office running on schedule:

• Ultimately enhances
quality of care.
• Shows respect for the
patients.
• Speaks well of the
office and the people
• Builds patient trust
who manage it.
and confidence in the
practice.
WRITTEN
COMMUNICATION
Written communications are
used to share information
within and outside of a
medical practice.
 WRITTEN
COMMUNICATION
Assistants create written communications that manage the affairs of the office.
These include:

• examination • delinquent
• meeting
reminders account
agendas
notices
WRITTEN
COMMUNICATION
You may remember a memo is a type of
written communication that is used to
communicate information to staff within a
medical practice. While earlier forms of the
memo were typewritten on paper, most
memos are now sent electronically via email.

You may recall that a business letter is a

type of written communication that is used
to communicate with people outside of a
PATIENTS
medical practice.
WRITTEN
COMMUNICATION
The HIPAA Privacy Rule
protects patients' personal
health care information.
This includes both medical
and financial records.
As a result, when creating
written communications,
assistants must uphold
confidentiality.
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