© 2009 Delmar, Cengage Learning Chapter 23 Business and Accounting Skills

© 2009 Delmar, Cengage Learning A 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 (continues)

© 2009 Delmar, Cengage Learning Filing Records 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

© 2009 Delmar, Cengage Learning Filing Records (continued) Types of filing systems –Alphabetical- most common –Numerical- second most common; requires a cross-index or cross-reference list (patients are assigned a number) –Geographic- items filed according to location –Subject- items filed by subject or topic

© 2009 Delmar, Cengage Learning Filing Records (continued) Cross-indexes or cross-references- essential to avoid mistakes or losing records and may be kept on index cards in a separate file Color-coded filing systems- easy for filing File storage –Manual filing –Electronic Confidentiality of files

© 2009 Delmar, Cengage Learning Using the Alphabetical or Numerical System Main rules for alphabetical filing –Units –Indexed Ex: John Robert Davis has three units and would be indexed and filed as: Davis, John Robert Basic principles for numerical filing –Cross indexing: patient names are usually indexed as for alphabetical filing; each name is then placed on a card or in a computer data base, and a number is assigned

© 2009 Delmar, Cengage Learning Using the Telephone Correct use of telephone depends on use of many skills. The impression you create on a call will influence a patient. Developing the correct tone of voice is essential Answer the telephone promptly Identify the office or agency and yourself Screening calls- must determine which calls should be referred to the doctor or appropriate person (continues)

© 2009 Delmar, Cengage Learning Using the Telephone 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 (process of evaluating the situation and prioritizing treatment) can also be used to determine how quickly a patient should be scheduled for an appointment

© 2009 Delmar, Cengage Learning 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 (continues)

© 2009 Delmar, Cengage Learning 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 (continues)

© 2009 Delmar, Cengage Learning Using the Telephone (continued) Automatic routing telephone system (ARU)- allows a large number of calls to be answered at same time Answering services and machines Paging systems Cellular telephones Electronic mail Fax (facsimile) machines

© 2009 Delmar, Cengage Learning Scheduling Appointments One of the most frequent complaints that patients voice regarding a health care office is having to spend a lot of time sitting and waiting! 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 (continues)

© 2009 Delmar, Cengage Learning Scheduling Appointments 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 (continues)

© 2009 Delmar, Cengage Learning 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 (continues)

© 2009 Delmar, Cengage Learning 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

© 2009 Delmar, Cengage Learning 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 (continues)

© 2009 Delmar, Cengage Learning Completing Medical Records and Forms 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 (continues)

© 2009 Delmar, Cengage Learning Completing Medical Records and Forms 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 (continues)

© 2009 Delmar, Cengage Learning Completing Medical Records and Forms 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

© 2009 Delmar, Cengage Learning Composing Business Letters Collection letter- encourages a patient to pay an account that is due Appointment letter- informs patient of a scheduled exam Recall letter- reminds a patient that it is time to return for a periodic exam Consultation letter- sent to another professional to request an exam of a patient Inquiry letter- seeks information

© 2009 Delmar, Cengage Learning Parts of a Letter Heading/letterhead Inside address Salutation Subject line Body

© 2009 Delmar, Cengage Learning Parts of a Letter Complimentary close Signature Reference initials Enclosure notation

© 2009 Delmar, Cengage Learning 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

© 2009 Delmar, Cengage Learning Spacing for Letters Letterhead Heading Date Inside address Salutation Subject line Body (continues)

© 2009 Delmar, Cengage Learning Spacing for Letters (continued) Complimentary close Signature Reference initials Enclosure notation Margins

© 2009 Delmar, Cengage Learning Summary Proofread all letters before obtaining signature of sender Correct all spelling and grammar Use a form letter if possible Always follow agency policy

© 2009 Delmar, Cengage Learning 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 (continues)

© 2009 Delmar, Cengage Learning Completing Insurance Forms 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

© 2009 Delmar, Cengage Learning 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

© 2009 Delmar, Cengage Learning Maintaining a Bookkeeping System Pegboard system Day sheet or daily journal Statement-receipt record Charge slips Ledger cards Explanation of Benefits (EOB) form (continues)

© 2009 Delmar, Cengage Learning Maintaining a Bookkeeping System 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

© 2009 Delmar, Cengage Learning Writing Checks, Deposit Slips, and Receipts Checks: –Provide a written request for transaction of money through a bank –Used instead of cash Terms: –Payee –Originator –Endorsement (continues)

© 2009 Delmar, Cengage Learning Writing Checks, Deposit Slips, and Receipts 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 (continues)

© 2009 Delmar, Cengage Learning Writing Checks, Deposit Slips, and Receipts 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 (continues)

© 2009 Delmar, Cengage Learning Writing Checks, Deposit Slips, and Receipts All math should be double-checked Terms used on deposit slips Accuracy is the best policy