1. Business and Accounting Skills
Chapter 24
Business and Accounting Skills

2. 24:1A Filing Records
Filing is systematic or orderly arrangement of papers, cards, or other materials so they are readily available for future reference
Material must be located quickly as needed
Material must be safely stored/protected as legal records

3. Types of Filing Systems
Alphabetical
Most common method
Numerical
Geographic
Subject

4. Cross-Indexes or -References
Essential to the filing system to avoid misplacing or losing records
Cross-references might be kept in a separate file or in colored sheets within main file
Agencies often have special cross-reference sheets

5. Color-Coded Filing Systems
Innovative method that helps prevent errors
Colors represent letters in patients’ names
Systems might be
Coded by physician
Coded by insurance type
Coded by patient name

6. Storage of Files
Files or cabinets must be conveniently located, fireproof, and equipped with locks
Records classified as active, inactive, or closed
Follow state requirements for record retention
Electronic system uses EMRs or EHRs
Frequent backups

7. Electronic Health Records
Paperless files
Database
Automatic backups
Critical to maintain confidentiality

8. 24:1B Using the Alphabetical or Numerical System
Alphabetical filing
Units for indexing
Alphabetical order
Basic principles for numerical filing
Cross-indexing or -referencing required
Refer to Procedure 24:1 in text
Changed Text to text throughout

9. 24:2 Using the Telephone Correct telephone technique is necessary
Developing correct tone of voice is essential
Answer the telephone promptly
Identify the office or agency and yourself
How to screen calls
Name of caller
Nature/purpose of call

10. 24:2 Using the Telephone Emergency calls must be evaluated
Telephone triage can be used to evaluate situations and prioritize treatment
Ask questions and remain calm
Always use discretion on the telephone
Refer to Procedure 24:2 in text

11. 24:2 Using the Telephone
Before ending a call repeat important information to caller
Always close conversation with, “Thank you for calling. Good-bye”
Memorandums
Problem calls occur in all agencies

12. Automatic Routing Telephone Systems
Automatic routing unit (ARU) allows many calls to be answered at once
Voice mail is a common feature of ARU systems
Messages must be checked frequently

13. Answering Services and Machines
Used by many health care agencies when agency is closed
Answering service has operator to transfer calls, route emergency calls
Answering machine has recorded message; callers can leave a message

14. Paging Systems
Allow individual to be contacted through pager or beeper
Message type depends on system used
Usually do not allow two-way communication
Allow 24-hour access

15. Cellular Telephones Allow two-way communication in most locations
Provide greater flexibility for receiving calls
Major drawback is loss of confidentiality
More expensive than pagers

16. Electronic Mail
Messages can be sent, received, and forwarded via
Confidential information should only be sent if encryption program, firewall, or password is used
Patient must sign authorization form

17. Fax (Facsimile) Machines
Transmits data electronically
Legal and confidentiality issues must be considered when faxing records
Written authorization is required
When in doubt, mail or messenger records

18. 24:3 Scheduling Appointments
Correct scheduling of appointments is essential for good public relations
Appointment scheduling is usually done on computer
Alternate system of books or logs when systems are down

19. 24:3 Scheduling Appointments
Before scheduling appointments, block out times when individuals are unavailable
Schedule only times available on the schedule
Most agencies use a pencil to record appointments in logs

20. 24:3 Scheduling Appointments
Learn how long appointments generally take and schedule accordingly
Schedule appointments as close together as possible
Find out the reason for the appointment
Have required information before closing the call

21. 24:3 Scheduling Appointments
Chronic scheduling problems occur
Documenting missed appointments provides legal protection
Emergencies occur in every agency
Scheduling appointments well takes practice
Refer to Procedure 24:3 in text

22. 24:4 Completing Medical Records and Forms
Wide variety of medical records kept in every health agency
Electronic records are EMRs or EHRs
All records are confidential
Written consent required for release of information

23. 24:4 Completing Medical Records and Forms
Statistical data sheet
Registration forms or patient information forms (refer to Figure 24-8 in text)
Medical history record
Refer to Figure in text

24. 24:4 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 complete other parts of medical history

25. 24:4 Completing Medical Records and Forms
Patient must have privacy while being questioned
Legal requirements must be observed while working with medical records
HIPAA requirements
Awareness of cultural/religious diversity is essential

26. 24:4 Completing Medical Records and Forms
Final medical history record is usually keyed into a computer program and printed for a patient’s permanent record
Common abbreviations used on records and forms
Refer to Procedure 24:4 in text

27. 24:5 Composing Business Letters
Collection letter
Appointment letter
Recall letter
Consultation letter
Inquiry letter

28. Parts of a Letter Letterhead or heading Body Date line
Complimentary close
Inside address
Signature
Salutation
Reference initials
Subject line
Enclosure notation

29. Proper Form for Letters
Must be neat and professional
Form or style for letters varies
Block-style letter
Modified-block style letter
Refer to Figures and in text

30. Summary Proofread all letters before obtaining signature of sender
Correct all spelling and grammar
Use a form letter if possible
Always follow agency policy
Refer to Procedure 24:5 in text

31. 24:6 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 patients’ insurance coverage is essential

32. 24:6 Completing Insurance Forms
HIPAA requirements on confidentiality
Universal insurance claim form used by many agencies (CMS-1500; refer to Figure in text)
Must be used for all government-sponsored health care claims

33. Coding Insurance Forms
Codes needed for diagnosis and procedure/services sections of insurance forms
Numerical codes used to clearly identify information in a standard manner
ICD-10-CM codes (refer to Table 24-2 in text)
CPT codes

34. Completing Insurance Claims
Be sure to use the correct form and the correct codes, if required
Computers programmed to complete standard claim forms may be used (refer to Figure and Procedure 24:6 in text)
Electronic filing is required by many agencies

35. 24:7 Maintaining a Bookkeeping System
Pegboard system
Day sheet or daily journal
Statement–receipt record
Charge slips
Ledger cards
Refer to Procedure 24:7 in text

36. 24:7 Maintaining a Bookkeeping System
Pegboard system can also be used to record payments received
Explanation of Benefits (EOB) form may be received with payment
Daily totals at the end of the day on day sheet
Series of records is made at one time

37. 24:7 Maintaining a Bookkeeping System
Computerized bookkeeping systems used by most health care facilities
Handles patient accounts, creates a daily journal
Easy to use
Safeguards needed for confidentiality

38. 24:8 Writing Checks, Deposit Slips, and Receipts
Checks and receipts must be filed accurately
Check
Written order for payment of money through a bank
Used instead of cash
Refer to Procedure 24:8A in text

39. 24:8 Writing Checks, Deposit Slips, and Receipts
Payee
Makes payment
Originator or maker
Writes check
Endorsement
Signature of payee

40. 24:8 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 (refer to Procedure 24:8C in text)

41. 24:8 Writing Checks, Deposit Slips, and Receipts
Financial records for cash or checks received
Monies are preferably deposited on a daily basis
Most agencies keep a copy of each deposit slip
Must be accurate

42. 24:8 Writing Checks, Deposit Slips, and Receipts
Double-check all math
Note currency, coins, and checks deposited
Refer to Procedure 24:8B in text