HS 210 Medical Office Management Unit 2 Seminar ~ Part II

Practicing Professional Behavior Karen has developed a friendship with Angela, who has a wonderful personality but does not always do her share in the family practice clinic where they work together. Dr. Rabinowitz shares with Karen that Angela is going to be terminated on Friday, and has asked Karen to take over some of Angela’s duties until a replacement is found. How can Karen demonstrate loyalty to her employer in this situation? To her friend, Angela?

Practicing Professional Behavior Martin Smith is a patient who always disrupts the clinic. He constantly complains about everything from the moment he enters until the moment he leaves. Karen is at the desk when he arrives to check out and pay his bill. When she tells him that he has a previous balance from a claim that his insurance did not pay, he argues that Karen filed the claim incorrectly. Karen is not in charge of filing insurance claims and did not handle any part of the claim in question. How can she be courteous to this patient?

Practicing Professional Behavior Karen works in the office laboratory. She is often asked questions about insurance and billing that she must refer to other personnel. How should Karen efficiently request information or assistance for the patient from other office personnel?

Practicing Professional Behavior A patient needs to be scheduled for an outpatient endoscopic examination. When Karen gives the instruction sheet to the patient, she suspects from his reaction that the patient is unable to read. How can Karen professionally handle this situation without causing embarrassment to the patient?