MAST 1202 - Communication & Administrative Business Practices in the Medical Office

Credit Hours: 3.00

Objectives:

1. Identify styles and types of verbal communication
2. Identify types of nonverbal communication
3. Recognize barriers to communication
4. Identify techniques for overcoming communication barriers
5. Recognize the elements of oral communication using a sender-receiver  process
6. Define coaching a patient as it relates to:
   1. Health maintenance
   2. Disease prevention
   3. Compliance with a treatment plan
   4. Community resources
   5. Adaptations relevant to individual patient needs
7. Recognize elements of fundamental writing skills
8. Discuss applications of electronic technology in professional communication
9. Define the principles of self-boundaries
10. Define patient navigator
11. Describe the role of the medical assistant as a patient navigator
12. Relate the following behaviors to professional communication:
    1. Assertive
    2. Aggressive
    3. Passive
13. Differentiate between adaptive and non-adaptive coping mechanisms
14. Differentiate between subjective and objective information.
15. Discuss the theories of:
    1. Maslow
    2. Erikson
    3. Kubler-Ross
16. Discuss examples of diversity:
    1. Cultural
    2. Social
    3. Ethnic

Outcome 2: Upon completion of this course, students will be able to apply effective communication skills.

Objectives:

1. Use feedback techniques to obtain patient information:
   1. Reflection
   2. Restatement
   3. Clarification
2. Respond to nonverbal communication
3. Use medical terminology correctly and pronounced accurately to communicate information to providers and patients
4. Coach patients regarding:
   1. Office policies
   2. Health maintenance
   3. Disease prevention
   4. Treatment plan
5. Coach patients considering:
   1. Cultural diversity
   2. Developmental life stages
   3. Communication barriers
6. Demonstrate professional telephone techniques
7. Document telephone messages accurately
8. Compose professional correspondence utilizing electronic technology
9. Develop a current list of community resources related to patients’ healthcare needs
10. Facilitate referrals to community resources in the role of a patient navigator
11. Report relevant information concisely and accurately

Outcome 3: Upon completion of this course, students will be able to identify appointment scheduling methods.

Objectives:

1. Identify the advantages and disadvantages of:
   1. Manual
   2. Electronic
2. Identify critical information required for scheduling patient procedures
3. Define types of information contained in a medical record
4. Identify methods of organizing the patient’s medical record based on:
   1. Problem-oriented medical record (POMR)
   2. Source-oriented medical record (SOMR)
5. Identify equipment and supplies needed for medical records in to:
   1. Create
   2. Maintain
   3. Store
6. Describe filing index rules
7. Differentiate between electronic medical records (EMR) and practice management system (PM)
8. Explain the purpose of routine maintenance of administrative and clinical equipment
9. List steps involved in completing an inventory
10. Explain the importance of a data back-up
11. Explain meaningful use as it applies to EMR

Outcome 4: Upon completion of this course, students will be able to perform medical office business procedures.

Objectives:

1. Manage the appointment schedule using established priorities
2. Schedule a patient procedure
3. Create a patient’s medical record
4. Organize a patient’s medical record
5. File patient medical records
6. Utilize an EMR
7. Input patient data utilizing a practice management system
8. Perform routine maintenance of administrative or clinical equipment
9. Perform an inventory with documentation

1. Communication skills
2. Telephone and reception
3. Appointment scheduling
4. Written communications
5. Health information management and protection
6. Emergency Preparedness
7. Identify appointment scheduling methods
8. Perform medical office business procedures