1. Unit 22 Business and Accounting Skills

2. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.2 22:1 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

3. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.3 Filing Records (continued)  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

4. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.4 Filing Records (continued)  Types of Filing Systems –Alphabetical –Numerical –Geographic –Subject

5. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.5 Filing Records (continued)  Cross-indexes or cross-references  Color-coded filing systems  File storage  Main rules for alphabetical filing  Basic principles for alphabetical filing  Main rules of numerical filing  Basic principles for numerical filing

6. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.6 22:2 Using the Telephone  Correct use of telephone depends on use of many skills  Developing the correct tone of voice is essential  Answer the telephone promptly  Identify the office or agency and yourself  Screening calls

7. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.7 Using the Telephone (continued)  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 can also be used to determine how quickly a patient should be scheduled for an appointment

8. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.8 Using the Telephone (continued)  Use discretion at all times while using the telephone  Always close a conversation with “Thank you for calling, good-bye”  Memorandums  Problem calls occur in all agencies

9. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.9 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

10. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.10 Using the Telephone (continued)  Automatic routing telephone system (ARU)  Answering services and machines  Paging systems  Cellular telephones  Electronic mail  Fax (facsimile) machines

11. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.11 22:3 Scheduling Appointments  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

12. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.12 Scheduling Appointments (continued)  Learn how long various procedures in your agency take  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

13. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.13 Scheduling Appointments (continued)  Make sure you have all the required 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 appointment

14. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.14 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  Basic principles for scheduling appointments

15. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.15 22:4 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

16. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.16 Completing Medical Records and Forms (continued)  In most agencies, assistants will complete only statistical data information, and/or family history, past history, and personal history sections  Physician or another authorized person will do all other parts of the medical history

17. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.17 Completing Medical Records and Forms (continued)  Patient must have privacy while being questioned  Legal requirements must be observed while working with medical records  An awareness of cultural diversity is essential when information is obtained

18. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.18 Completing Medical Records and Forms (continued)  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  Basic principles for completing medical records and forms

19. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.19 22:5 Composing Business Letters  Collection letter  Assignment letter  Recall letter  Consultation letter  Inquiry letter

20. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.20 Composing Business Letters (continued)  Proofread all letters  Standard form letters  State abbreviations

21. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.21 Parts of a Letter  Letterhead  Heading  Inside address  Salutation  Subject line  Body

22. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.22 Parts of a Letter (continued)  Complimentary close  Signature  Reference initials

23. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.23 Typing or Keying 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

24. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.24 Spacing for Letters  Letterhead  Heading  Inside address  Salutation  Subject line  Body

25. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.25 Spacing for Letters (continued)  Complimentary close  Signature  Reference initials  Margins

26. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.26 22:6 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 patient’s insurance coverage is essential

27. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.27 Completing Insurance Forms (continued)  To file insurance claim  All-purpose form now in use by many agencies  General principles for completing insurance forms  Computer programming for insurance forms

28. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.28 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

29. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.29 22:7 Maintaining a Bookkeeping System  Pegboard system  Day sheet or daily journal  Statement-receipt record  Charge slips  Ledger cards

30. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.30 Maintaining a Bookkeeping System (continued)  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

31. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.31 22:8 Writing Checks, Deposit Slips, and Receipts  Checks –Written orders for payment of money through a bank –Used to replace cash –Provide a record of financial transaction –Terms associated with checks  Rules for writing checks

32. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.32 Writing Checks, Deposit Slips, and Receipts (continued)  Basic principles for writing checks  Review checks carefully when received from patient  Take steps to prevent loss of checks

33. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.33 Writing Checks, Deposit Slips, and Receipts (continued)  Used to maintain accurate financial records  All monies received should be deposited as soon as possible  Most agencies keep a copy of each deposit slip  Deposit slips must be accurate

34. Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED.34 Writing Checks, Deposit Slips, and Receipts (continued)  All math should be double-checked  Terms used on deposit slips  Basic principles for completing deposit slips  Receipts