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Mar 28, 2024
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MAST 1202 - Communication & Administrative Business Practices in the Medical Office Credit Hours: 3.00 Prerequisites: HHSC 1700, HHSC 1740 and WHES 2072 all with grade C or better
Corequisites: MAST 1201 and MAST 1203
(formerly MAST 1200 and MAST 1220)
This course focuses on fundamental skills needed to effectively communicate with patients, families, clients, providers, and supervisory personnel. Topics include verbal and non-verbal communication, barriers to communication, coping mechanisms, behavioral theorists, diversity, and coaching patients based on their health care needs as well as the administrative skills needed to create, store, and maintain medical records and scheduling, including electronic medical records.
Location: Center Campus
Contact Hours: 3 Billable Contact Hours: 3 OUTCOMES AND OBJECTIVES Outcome 1: Upon completion of this course, student will be able to describe the concepts of effective communication.
Objectives:
- Identify styles and types of verbal communication
- Identify types of nonverbal communication
- Recognize barriers to communication
- Identify techniques for overcoming communication barriers
- Recognize the elements of oral communication using a sender-receiver process
- Define coaching a patient as it relates to:
- Health maintenance
- Disease prevention
- Compliance with treatment plan
- Community resources
- Adaptations relevant to individual patient needs
- Recognize elements of fundamental writing skills
- Discuss applications of electronic technology in professional communication
- Define the principles of self-boundaries
- Define patient navigator
- Describe the role of the medical assistant as a patient navigator
- Relate the following behaviors to professional communication:
- Assertive
- Aggressive
- Passive
- Differentiate between adaptive and non-adaptive coping mechanisms
- Differentiate between subjective and objective information.
- Discuss the theories of:
- Maslow
- Erikson
- Kubler-Ross
- Discuss examples of diversity:
- Cultural
- Social
- Ethnic
Outcome 2: Upon completion of this course, student will be able to apply effective communication skills.
Objectives:
- Use feedback techniques to obtain patient information:
- Reflection
- Restatement
- Clarification
- Respond to nonverbal communication
- Use medical terminology correctly and pronounced accurately to communicate information to providers and patients
- Coach patients regarding:
- Office policies
- Health maintenance
- Disease prevention
- Treatment plan
- Coach patients considering:
- Cultural diversity
- Developmental life stages
- Communication barriers
- Demonstrate professional telephone techniques
- Document telephone messages accurately
- Compose professional correspondence utilizing electronic technology
- Develop a current list of community resources related to patients’ healthcare needs
- Facilitate referrals to community resources in the role of a patient navigator
- Report relevant information concisely and accurately
Outcome 3: Upon completion of this course, student will be able to identify appointment scheduling methods.
Objectives:
- Identify advantages and disadvantages of:
- Manual
- Electronic
- Identify critical information required for scheduling patient procedures
- Define types of information contained in a medical record
- Identify methods of organizing the patient’s medical record based on:
- Problem-oriented medical record (POMR)
- Source-oriented medical record (SOMR)
- Identify equipment and supplies needed for medical records in to:
- Create
- Maintain
- Store
- Describe filing index rules
- Differentiate between electronic medical records (EMR) and practice management system (PM)
- Explain the purpose of routine maintenance of administrative and clinical equipment
- List steps involved in completing an inventory
- Explain the importance of a data back-up
- Explain meaningful use as it applies to EMR
Outcome 4: Upon completion of this course, student will be able to perform medical office business procedures.
Objectives:
- Manage appointment schedule using established priorities
- Schedule a patient procedure
- Create a patient’s medical record
- Organize a patient’s medical record
- File patient medical records
- Utilize an EMR
- Input patient data utilizing a practice management system
- Perform routine maintenance of administrative or clinical equipment
- Perform an inventory with documentation
COMMON DEGREE OUTCOMES (Bulleted outcomes apply to the course)
- 1. The graduate can integrate the knowledge and technological skills necessary to be a successful learner.
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2. The graduate can demonstrate how to think competently.
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3. The graduate can demonstrate how to employ mathematical knowledge.
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- 4. The graduate can demonstrate how to communicate competently.
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- 5. The graduate is sensitive to issues relating to a diverse, global society.
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COURSE CONTENT OUTLINE
- Communication skills
- Telephone and reception
- Appointment scheduling
- Written communications
- Health information management and protection
- Emergency Preparedness
- Identify appointment scheduling methods
- Perform medical office business procedures
Primary Faculty Domanke-Nuytten, Donna Secondary Faculty Cellitti, Janet Associate Dean Primeau, Paula Dean Mirijanian, Narine
Official Course Syllabus - Macomb Community College, 14500 E 12 Mile Road, Warren, MI 48088
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