1. THE ADMINISTRATIVE MEDICAL ASSISTANT
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THE ADMINISTRATIVE MEDICAL ASSISTANT

2. The Administrative Medical Assistant
Learning Objectives
Describe the tasks and skills required of an administrative medical assistant.
List three personal attrubites essential for an administrative medical assistant.
Describe the employment opportunities in various medical settings and specialties.
Define five of the positive work attitudes that make up the work ethic of an administrative medical assistant.
Describe the professional image of the administrative medical assistant.
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3. The Administrative Medical Assistant (cont’d)
Learning Objectives
List three advantages of professional affiliations and certification.
Describe the elements of good interpersonal relationships with patients and others within the medical office.
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4. Key Terms AAMA AAMT Accuracy Administrative medical assistant AMT
Assertiveness
Certification
Confidentiality
Dependability
Efficiency
Empathy
Flexibility
Good judgment
Honesty
IAAP
Initiative
Maturity
Problem-solving
Professional image
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5. Key Terms (cont’d) Punctuality Self-motivation Tact Team player
Thoroughness
Work ethic
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6. Tasks, Skills, and Personal Attributes
Medical assistants capably perform a number of tasks in a variety of settings
Administrative medical assistants complete those tasks and procedures necessary to keep the office of the medical practice running efficiently.
Clinical medical assistants complete those tasks and procedures that aid the physician in medical treatment of patients.
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7. Administrative Tasks Front desk procedures Scheduling
Greet patients, verify patient data, collect payments, guide patients
Scheduling
Telephone work, patient appointments
Records management
Create and maintain patient medical records (charts), file office documents
Maintain confidentiality of patient records
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8. Administrative Tasks (cont’d)
Administrative duties
Handle mail, transcribe chart notes, maintain physician schedules
Billing and insurance
Code or verify codes, process and follow up on insurance claims, handle patient billing, take care of office banking, maintain financial records
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9. Administrative Skills
Communication skills
Writing, speaking, and listening
Mathematics skills
Maintain financial records; handle patient billing; handle cash, check, and credit card payments
Organizational skills
Develop systematic work habits, develop time management skills, prioritize
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10. Administrative Skills (cont’d)
Computer skills
Mastery of basic computer skills essential
Working knowledge of wireless technologies, telecommunications, electronic communications, voice recognition
Interpersonal skills
Genuine desire to work with people
Initial contact for most patients
Ability to set positive tone for entire office
Sensitivity to the feelings and situations of others
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11. Personal Attributes Genuine liking for people Cheerfulness Empathy
Understanding how another feels
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12. Employment Opportunities
Physician practices
Clinics
Hospitals and medical centers
Care facilities
Insurance companies
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13. Work Ethic and Professionalism
Work ethic—habits and skills used to deal effectively with task and people
Accuracy
Thoroughness
Dependability
Efficiency
Flexibility
Good judgement
Honesty
Initiative
Problem-solving ability
Punctuality
Self-motivation
Tact
Being a team player
Assertiveness
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14. Work Ethic and Professionalism (cont’d)
Accuracy
Avoid even minor errors, which can pose serious health consequences
Thoroughness
Be attentive to detail; follow through
Dependability
Avoid mistakes; take clear and complete messages
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15. Work Ethic and Professionalism (cont’d)
Efficiency
Be efficient with time and resources; use good organizational skills
Flexibility
Respond to changing situations; handle interruptions and delays
Good judgement
Use knowledge, experience, and logic
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16. Work Ethic and Professionalism (cont’d)
Honesty
Tell the truth; be trustworthy
Maintain confidentiality
Initiative
Take action independently; offer help
Problem-solving ability
Be logical in planning and prioritizing
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17. Work Ethic and Professionalism (cont’d)
Punctuality
Be on time
Self-motivation
Be willing to learn and do new duties/tasks
Tact
Act and speak considerately; be sensitive to people’s reactions
Don’t offend; create goodwill
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18. Work Ethic and Professionalism (cont’d)
Being a team player
Be generous with your time and help
Assertiveness
Be assertive but not aggressive
Communicate ideas in a confident, positive manner
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19. Professional Image Health care profession’s image Style
Health, cleanliness, and wholesomeness
Style
Personal style shows your vision of you by your actions, dress, hairstyle, etc.
Workplace style reflects employer’s preference, NOT necessarily your own style
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20. Professional Image (cont’d)
Physical attributes
Maintain good posture; eat a balanced diet; get sufficient rest; exercise regularly
Grooming
Clean hair; daily bath or shower; deodorant; dental care; neat overall appearance
Short manicured nails; hair controlled; little or no fragrance; modest makeup
Clean, pressed clothes; comfortable well-kept shoes; limited jewelry
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21. Professional Image (cont’d)
Maturity
Not dependent on age
Includes a determination to acquire and practice attitudes, habits, and skills that contribute to maturity
Ability to work under pressure, use good judgment, follow through
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22. Professional Growth
Certification indicates achievement of high standards and competency in the profession
AAMA
Certified Medical Assistant (CMA)
Recertify every 5 years
AMT
Registered Medical Assistant (RMA)
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23. Professional Growth (cont’d)
AAMT
Certified Medical Transcriptionist (CMT)
Recertify every 3 years
IAAP (PSI)
Certified Professional Secretary (CPS)
Certified Administrative Professional (CAP)
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24. Interpersonal Relationships
Taking care of patients
Show respect and concern without regard to age, race, gender, or socioeconomic situation
Learn patient names
Familiarity
Leads to friendlier atmosphere
Address physician by title; learn patient name preference
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25. Interpersonal Relationships (cont’d)
Social relationships
Maintain confidentiality
Many offices have policies prohibiting social relationships between employees
Conversation with patients
Let patient choose topic
Never offer advice or comment on treatment
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26. Interpersonal Relationships (cont’d)
Difficult patients
Practice patience, understanding, restraint
Be considerate of the patient’s condition
Patient should leave with a feeling of goodwill
Terminally ill patients
Be sensitive to the situation; keep conversation short
DO NOT ask “How are you?”
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27. Interpersonal Relationships (cont’d)
Confidentiality
Confidentiality of patient information is a legal requirement
Neither physician nor staff may divulge without patient’s permission
Not even to family, friends, clergy
Physician decides what information in the medical record is given or withheld
Medical assistant refers questions to physician
Use care on telephone, computer screens, front desk location
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28. Interpersonal Relationships (cont’d)
Cultural diversity
Our beliefs, value system, language, and understanding of the world grow from the culture in which we are born and raised
Be sensitive to the fact that others have their unique cultures
One culture is not better than another
Culture is displayed in many different ways
Be respectful of people of all cultures
Avoid stereotypes
Treat each person as an individual
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29. Interpersonal Relationships (cont’d)
Language barriers
Can offer the greatest cultural barrier
Often patient is accompanied by someone who can interpret for them
Refer to foreign-language phrase books
Speak slowly and clearly
Don’t shout
Use simple words
Be brief
Deaf patients
Use sign language or write notes
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30. Interpersonal Relationships (cont’d)
Nonpatients
Includes business visitors such as pharmaceutical representatives and office supplies vendors
Be courteous
Most offices schedule a specific time each month or make appointments to see these visitors
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31. Quiz ___________ is understanding how another person feels.
Empathy
Maturity is not dependent on ______.
age
The ability to adapt in response to changing situations is _____________.
flexibility
__________________ is the ability to logically plan the steps needed to accomplish a job.
Problem-solving
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32. Critical Thinking
List the five skills needed by an administrative medical assistant.
Communication, mathematics, organizational, computer, and interpersonal skills.
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33. Critical Thinking
List the three personal attributes needed by an administrative medical assistant.
Genuine liking for people, cheerfulness, and empathy.
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