1. Oral and Written Communications6
Oral and Written Communications

2. Telephone Communications1
U N I T
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3. Answering the Phone in the Medical Office
Automated answering systems
Often include a menu that answers the call by the third ring
Direct the call to the proper person or department
At the beginning of the message the caller should be reminded to hang up and call 911 if it is an emergency.
(continued)
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4. Answering the Phone in the Medical Office
Training and a phone call screening manual should be available for reference.
A set of questions should be asked as quickly as possible to determine the condition of the patient.
(continued)
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5. Answering the Phone in the Medical Office
Any medical situation for which the assistant has not been trained should be directed to another assistant or to the physician.
Emergency instructions and numbers must be available when a call is referred to 911.
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6. Examples of Routing Calls
Type of Call
Routed to
Critical lab results
Physician (immediately)
Progress report from patient
Record message for physician
Billing or insurance calls
Administrative MA
Referrals
Clinical MA
Patient requesting medical advice
Physician
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7. Handling Nonemergency Calls
Get as much information from the caller as quickly as possible regarding the condition of the patient.
If you must place the caller on hold, ask if the caller can hold, and wait for a response.
Find out a good time to call the patient back.
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8. The Telephone Message
A message pad and a pen or pencil should be kept at each phone station.
Another message pad and pen should be kept by each answering machine.
Messages must be complete and accurate.
Deliver the message as soon as possible.
(continued)
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9. The Telephone Message Caller’s full name (use correct spelling)
Nature of the call
Action required
Date and time of the call
Initials of person receiving the call
Phone number (including the area code) that the call should be returned to
(continued)
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10. The Telephone Message
Before hanging up, read the complete message back to the caller.
Ask the caller if there are any further questions.
Always allow the caller to hang up first.
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11. Leaving a Phone Message
HIPAA guidelines include:
Maintaining the confidentiality of the patient
Calling only phone numbers given by the patient
Identifying yourself and the office when calling
(continued)
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12. Leaving a Phone Message
No medical information or test results can be left on a recording device or with another individual.
Take special care to make sure that no information can be overheard by a third party.
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13. Handling Callers Who Refuse to Identify Themselves
Suggest that the patient write a letter to the physician.
The letter should be marked personal so that the physician will receive the letter unopened.
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14. Unit Summary What is the purpose of screening phone calls?
What information must be included in all telephone messages?
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15. Schedule Appointments2
U N I T
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16. Establishing Methods of Scheduling
The schedule should flow at a pace that promotes a good professional working relationship.
Considerations for scheduling
The number of rooms available
The schedule of the physicians
Unexpected interruptions
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17. Goals of Appointment Scheduling
Patient’s goals
Minimum wait for an appointment
Minimum wait in the office
Maximum time with the physician
Physician’s goals
Cost-effective use of time
Spend needed time with patient
Uninterrupted time
Time for referrals, emergencies, etc.
(continued)
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18. Goals of Appointment Scheduling
Medical assistant’s goals
A smooth-running office
Close the office on time
A lunch hour and breaks
Meet patient’s and physician’s goals
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19. Establishing a Matrix
Determine the proper type of appointment book for the office.
Mark off all time during which patients cannot be seen.
Example: Block off the time between 12:00 and 1:00 p.m. for lunch.
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20. Scheduling Appointments over the Phone
Find out the name of the patient and the last time he or she was seen at your office.
Verify the patient’s insurance status.
Find out the reason for the visit.
If the patient asks to speak to the physician, offer to take a message and have the physician call back.
(continued)
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21. Scheduling Appointments over the Phone
Find out if mornings or afternoons are better for the patient.
Offer two appointment times.
Verify the completed appointment by asking the patient to repeat it back to you.
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22. Scheduling a Patient Who Is Always Late
Avoid interruptions to the office by scheduling patients who are always late right when the office returns from lunch or at the end of the day.
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23. Handling Cancelled Appointments
Note cancellations or no shows in the patient’s chart.
The appointment time may be given to another patient.
The record of appointments that have been cancelled or times the patient has not shown up provide legal protection for the practice.
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24. Abbreviations Used in Scheduling AppointmentsNP
New patient
CPE
Complete physical exam FU
Follow-up exam NS
No show RS
Reschedule C
Canceled
Ref
Referral
Cons
Consultation
Inj
Injection
Surg
Surgery CP
Chest pain
P&P
Pap and pelvic
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25. Unit Summary
What is the proper method for handling cancellations or no shows?
How would you describe the methods of scheduling identified in this unit?
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26. Written Communications3
U N I T
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27. Correspondence Medical Assistants May Need to Prepare
Notes
Interoffice communications
Form letters
Information sheets
Business letters
Professional letters
Personal letters
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28. Occasions for Form Letters
Return to work or school approvals
Annual diagnostic examination reminders
Delinquent account reminders (usually in three increasing levels of request intensity)
Office visit verifications
Athletic participation approvals
Providing information to referred patients
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29. HIPAA and Correspondence
Most physicians have developed specific Release of Information (ROI) forms that follow HIPAA guidelines to prevent disclosure of information to those not directly involved with providing health care to the patient.
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30. Examples of ROI Form Use
Patients are requested to sign authorization release forms to:
Request a consultation from a specialist
Have a specialist provide results to the referring physician
Provide information to a hospital or nursing care facility
Ensure third-party approval of a procedure
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31. HIPAA Regulations Regarding Access and Correspondence
Access may be limited within the office to only those employees who have a need to see the file.
Preparing written communications may be limited to only approved individuals.
Others would be prohibited from access to patient information as directed by HIPAA regulations.
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32. More HIPAA Regulations
Other employees would be prohibited from access to patient information as directed by HIPAA regulations.
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33. The Purpose of Information Sheets
Help to reinforce what you have explained verbally
Serve as a reminder to the patient and include:
Preparation guidelines
Date and time of the appointment
Location and contact information for an appointment
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34. Six Criteria for Written Communications
To officially inform the staff of a policy or decision
To contact professional colleagues
To correspond with professional associations
(continued)
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35. Six Criteria for Written Communications
To request or respond to medical consultation
To engage in business communications with suppliers, consultants, attorneys, and insurance companies
To send personal messages
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36. The Eight Parts of Speech
Noun
assistant, office, laboratory, computer
Pronoun
he, she, I, it, they
Verb
assist, perform, write, compose, take, measure, is, are, being
Adjective
efficient, tall, thin, happy
(continued)
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37. The Eight Parts of Speech
Adverb
well, frequently, usually, quickly, quietly
Preposition
of, with, over, under, above, by, near
Conjunction
and, but, or, if, for, because
Interjection
wow, hurray, ouch
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38. Nine Standards for Producing a Mailable Business Letter
Appropriate letter placement on page
Right margin is fairly even
Generous top and bottom margins
Punctuation follows acceptable business practices
Spacing follows acceptable business practices
(continued)
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39. Nine Standards for Producing a Mailable Business Letter
Words at the end of a line are divided correctly
Letter content is accurate as dictated
All enclosures indicated in the letter are included
No spelling errors are present
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40. Twelve Components of a Business Letter
Letterhead
Preprinted name, complete address, phone number (optional)
Date line
Date letter is dictated or composed, if not dictated
Inside address
Address of person to whom the letter is being sent
Salutation
The greeting to the recipient
Reference
To identify what or about whom the letter is concerning
Body
The content of the letter
(continued)
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41. Twelve Components of a Business Letter
Complimentary closing
Expressing the closing of the letter
Sender’s signature
Signature of the writer
Title
Writer’s title, if appropriate
Reference initials
Initials of the person who typed the letter
Enclosures
Any identified materials to be sent with the letter
Copies
Identifies another person or persons to whom a copy of the letter is sent
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42. Standard Proofreading Marks
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43. Eleven Common Errors in Written Communications
Words ending in “s”
Combinations of punctuation
Capital letters
Numbers
Apostrophes
Hyphens
Periods
Commas
Two-letter words
Dashes
Double letters in words
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44. Unit Summary
What type of form letters would you find in the medical office?
How does HIPAA affect correspondence?
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45. Receiving and Sending Office Communications4
U N I T
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46. Sorting Incoming Mail Sort by type Sort by category
Personal mail is placed on the physician’s desk unopened
Special deliveries are opened immediately
Sort by category
Mail from patients
Mail from physicians
Mail from insurance companies
(continued)
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47. Sorting Incoming Mail Miscellaneous sources
Journals, newspapers, and magazines
Drug samples
Advertisements
Generally done by the office manager, the receptionist, or the administrative medical assistant
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48. Opening Incoming Mail
Have a letter opener, paper clips, a stapler, and a date stamp ready.
Open letters along the flap edge.
Remove all contents of the envelope.
If requested, attach the envelope to the correspondence.
Date stamp the correspondence and attach any enclosures.
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49. Annotating Incoming Mail
Identify the important points of the correspondence.
If necessary, pull the patient’s file and attach correspondence to the chart.
Drugs samples are placed in a designated area.
Notifications of meetings, miscellaneous correspondence, and professional journals are placed under the stack of mail.
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50. How to Handle Vacation Mail
Discuss what to do with the mail before the physician goes on vacation.
The physician may want you to call to discuss the mail, or copy and forward the mail.
Never send the originals to the physician.
Keep track of what you send to the physician.
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51. Postal Services the Office May Require
If the office will be closed temporarily or permanently, go to the post office and complete the necessary form to have the mail held or forwarded.
Purchase stamps and additional postage for meter machines.
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52. Processing Metered Mail
Change the date on the meter daily.
Apply the correct amount of postage by weighing the mail before affixing postage.
Check the imprint to be sure it is clear and readable.
Use fluorescent ink in the meter.
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53. Six Classification of Mail
Express
Fastest and guaranteed delivery 365 days a year
Priority
Preferential handling and expedited delivery for materials up to 70 lb. and 108 in. in combined length and width
If the item is over 11 oz. it is handled as priority mail.
First-class mail
Letters, postcards, stamped cards, greeting cards, checks, money orders
(continued)
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54. Six Classification of Mail
Periodicals
Applies only to printed materials from publishers and registered news agents approved for periodical privileges
Standard mail (A)
Used by retailers, catalogers, and other advertisers to promote products and services
Standard mail (B)
Used for parcels weighing 1 lb. or more
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55. Reasons to Use a Certificate of Mailing
To show evidence that something was mailed
To show evidence that a deadline was met
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56. Reasons to Use Certified Mail
Certified mail provides proof of mailing and proof of delivery.
This service is available only for first-class or priority mail.
It is appropriate to use when the physician is terminating the care of a patient.
Signed return receipts provide evidence to be placed in the patient’s chart.
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57. Reasons to Use Registered Mail
Registered mail provides protection for valuables and important mail.
Registered articles are under tight security from point of mailing to point of delivery.
First-class or priority mail is required.
Return receipt and restricted delivery is available.
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58. Restricted Delivery
Restricted delivery means that the mail can only be delivered to a specific addressee or someone authorized to receive mail for that addressee.
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59. The Purpose of a Return Receipt
A return receipt is the sender’s proof of delivery.
The receipt shows who signed for the item and the date of delivery.
Can be purchased for:
Mail sent cash on delivery (COD)
Express mail insured for over $50.00
Registered, certified, or restricted mail
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60. Six Means of Communication Other Than by Mail
Fax machines
Pagers
Voice mail
Cellular phones
Conference calls
Teleconferencing
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61. Six Uses for a Fax Machine
Send and receive
Information regarding patients
Letters
Medical and lab reports
Orders for office or medical supplies
Insurance claims
Prescription orders
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62. Characteristics of an Electronic Address
The address begins with the person’s name, an abbreviated form of it, or any other words or numbers the individual desires.
The business or company name may appear.
This is followed by symbol, which is followed by the Internet service provider’s information.
(continued)
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63. Characteristics of an Electronic Address
The Internet service provider’s information is followed by a “dot” and an abbreviation such as “com,” “org,” “gov,” or “net” to designate commerce, organization, government, or the Internet.
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64. Computer Viruses
Computer viruses are information that is sent electronically to interfere with or destroy electronic files.
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65. Guidelines to Avoid Acquiring a Virus through E-Mail
Before opening any , look at the subject line and who sent it.
Never open files with the suffixes “exe” or “vbs” unless you are expecting an executable or script file.
Use antivirus software to scan s.
Be aware of the latest patches and software upgrades that address security.
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66. Unit Summary What are the six classifications of mail?
In addition to mail, what forms of communication can be used by a medical office?
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67. Office Management Equipment5
U N I T
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68. Why You Use a Calculator When Supplies Are Received
Calculators are used to verify the accuracy of invoices for ordered items.
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69. Seven Types of Materials That Are Often Photocopied
Prepared literature
Correspondence
Insurance forms
Patient records
Laboratory reports
Account information
Information sheets
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70. Why Records Are Microfilmed
Microfilm is used to preserve materials by reducing them to minute film images.
Microfilm provides record security and uses minimal storage space.
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71. Four Items Known as Computer Hardware
The hard disk drive
The central processing unit (CPU)
The monitor
The keyboard
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72. Why Backing Up Computer Data Is Necessary
Electrical surges and power outages can destroy information.
Computer hard drives can crash and all programs and stored data can be lost.
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73. Unit Summary What is computer hardware? What is computer software?
Why do you back up computer data?
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74. Keys to Career Success Communication is the key to career success.
Successful medical assistants not only communicate verbally with staff and patients, but also understand the importance of written communication and nonverbal communication.
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75. Hot Links to Career Success
Confidentiality Education Group (CEG)
United States Postal Service
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