Apr 14, 2024  
College Catalog 2023-2024 
College Catalog 2023-2024 [ARCHIVED CATALOG]

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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.

Billable Contact Hours: 3

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Outcome 1: Upon completion of this course, students will be able to describe the concepts of effective communication.


  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.


  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.


  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.


  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

  • Communication: The graduate can communicate effectively for the intended purpose and audience.
  • Critical Thinking: The graduate can make informed decisions after analyzing information or evidence related to the issue.
  • Global Literacy: The graduate can analyze human behavior or experiences through cultural, social, political, or economic perspectives.
  • Information Literacy: The graduate can responsibly use information gathered from a variety of formats in order to complete a task.
  • Quantitative Reasoning: The graduate can apply quantitative methods or evidence to solve problems or make judgments.
  • Scientific Literacy: The graduate can produce or interpret scientific information presented in a variety of formats.
CDO marked YES apply to this course:
Communication: YES
Critical Thinking: YES
Information Literacy: YES
Quantitative Reasoning: YES

  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

Primary Faculty
Cellitti, Janet
Secondary Faculty
Austin, Delena
Associate Dean
Primeau, Paula
Mirijanian, Narine

Primary Syllabus - Macomb Community College, 14500 E 12 Mile Road, Warren, MI 48088

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