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Delmar's Administrative Medical Assisting (Book with CD-ROM for Windows),9780766824232
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Delmar's Administrative Medical Assisting (Book with CD-ROM for Windows)

by
Edition:
1st
ISBN13:

9780766824232

ISBN10:
0766824233
Format:
Hardcover
Pub. Date:
11/13/2001
Publisher(s):
Cengage Learning
List Price: $119.95
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Summary

Delmar's complete learning system prepares students to become multiskilled medical assistants for the 21st century! This revised full-color administrative medical assisting textbook is part of a dynamic learning system that includes a free administrative skills CD-ROM bound in the text; a separate workbook; and instructor support materials. Together, these learning tools integrate essential and advanced competencies set forth by the AAMA's Role Delineation Study, emphasizing interpersonal communications and changes in the health care setting. The entire learning system is complemented by real-life characters and scenarios from the field of medical assisting-a feature not found in any other text! New to the Second Edition All procedures grouped at the end of chapters for easier accessibility Increased number of case studies for critical thinking skills Web activities at the end of each chapter Psychological tip box in each chapter reflecting CAAHEP mandates Skills CD-ROM provides varied activities in all front office functions Other Outstanding Features Full-color illustrations and photographs throughout reinforce chapter content and provide visual emphasis "How to Use This Book" and "How to Use the Skills CD-ROM" sections help you understand the structure of the learning system All appropriate chapters include key terms, chapter outlines, objectives, role delineation components, real-life scenarios, patient teaching tips, step-by-step procedures, case studies, and review questions Icons highlight important topics such as computers, managed care, safety, cultural issues, and infection control

Table of Contents

Managing Authors x
Acknowledgments xi
Reviewers xii
Contributors xiii
List of Procedures
xiv
Preface xv
How to Use This Book xviii
How to Use the Medical Assisting Administrative Skills CD-ROM xx
SECTION I: GENERAL PROCEDURES 1(1)
Unit 1: Introduction to Medical Assisting and Health Professions 2(34)
Medical Assisting as a Profession
3(12)
Personal Attributes of the Professional
4(1)
Empathy
5(1)
Attitude
5(1)
Dependability
5(1)
Initiative
5(1)
Flexibility
5(1)
Desire to Learn
6(1)
Physical Attributes
6(1)
Ability to Communicate
7(1)
Ethical Behavior
7(1)
Historical Perspective of Medical Assisting
7(1)
American Association of Medical Assistants
8(1)
Accreditation
8(1)
Certification
8(1)
Continuing Education
9(1)
Registered Medical Assistant
9(1)
Education of the Professional Medical Assistant
9(1)
Preparation for Externship
10(1)
Career Opportunities
11(1)
Regulation of Health Care Providers
11(1)
Scope of Practice
11(4)
Health Care Settings and the Health Care Team
15(14)
Ambulatory Health Care Settings
16(1)
Individual and Group Medical Practices
16(1)
Urgent Care Centers
17(1)
Managed Care Operations
17(1)
The Impact of Managed Care in the Health Care Setting
18(1)
The Health Care Team
18(1)
The Role of the Medical Assistant
18(1)
Health Care Professionals and Their Roles
19(2)
Allied and Other Health Professionals and Their Roles
21(3)
The Role of Integrative or Alternative Health Care Therapies
24(1)
The Value of the Medical Assistant to the Health Care Team
25(4)
History of Medicine
29(7)
Cultural Heritage in Medicine
30(1)
Medical Specialists
30(1)
Medical Education
31(1)
Attitudes Toward Illness
31(1)
Medical Treatments
32(1)
Significant Contributions to Medicine
33(1)
New Frontiers in Medicine
34(2)
Unit 2: The Therapeutic Approach 36(30)
Therapeutic Communication Skills
37(14)
Importance of Communication
39(1)
Cultural Influence on Therapeutic Communication
39(1)
Biases and Prejudices
40(1)
The Communication Cycle
40(1)
The Sender
40(1)
The Message
40(1)
The Receiver
41(1)
Feedback
41(1)
Listening Skills
41(1)
Verbal Communication
41(1)
The Five Cs of Communication
41(1)
Nonverbal Communication
42(1)
Facial Expression
43(1)
Territoriality
43(1)
Posture
43(1)
Position
44(1)
Gestures and Mannerisms
44(1)
Touch
44(1)
Congruency In Communication
44(1)
Perception
45(1)
Maslow's Hierarchy of Needs
45(1)
Technology and Communication
45(1)
Roadblocks to Therapeutic Communication
45(1)
Defense Mechanisms
46(1)
Introjection
46(1)
Denial
46(1)
Compensation
46(1)
Regression
46(1)
Repression
46(1)
Sublimation
46(1)
Projection
46(1)
Displacement
46(1)
Rationalization
47(1)
Interview Techniques
47(1)
Telephone Techniques
47(4)
Coping Skills for the Medical Assistant
51(8)
What Is Stress?
52(1)
Adaptation to Stress
52(1)
Coping with Stress
53(1)
What Is Burnout?
54(1)
Burnout in the Workplace
54(1)
What to Do If You Are Burned Out
55(1)
Preventing Burnout
55(1)
Goal Setting as a Stress Reliever
55(4)
The Therapeutic Approach to the Patient with Life-Threatening Illness
59(7)
Life-Threatening Illness
60(1)
Cultural Perspective on Life-Threatening Illness
60(1)
Choices in Life-Threatening Illness
61(1)
The Range of Psychological Suffering
62(1)
The Therapeutic Response to the Patient with Aids
62(1)
The Challenge for the Medical Assistant
63(3)
Unit 3: Responsible Medical Practice 66(63)
Legal Considerations
67(16)
Legal Concepts
Civil and Criminal Law
69(1)
Medical Practice Acts and the Medical Assistant's Role
69(1)
Patient Rights
69(1)
The Physician, the Medical Assistant, and the Law
69(1)
Contracts
69(2)
Termination of Contracts
71(1)
Standard of Care and the 4 Ds of Negligence
72(1)
Torts
72(1)
Battery
73(1)
Defamation of Character
74(1)
Invasion of Privacy
74(1)
Medical Records
74(1)
Informed Consent
74(1)
Implied Consent
75(1)
Consent and Legal Incompetence
75(1)
Subpoenas
75(1)
Confidentiality
76(1)
Statute of Limitations
76(1)
Public Duties
76(1)
Drug Screening
76(1)
AIDS
77(1)
Abuse
77(1)
Good Samaritan Law
77(1)
Physician's Directives
78(1)
Americans with Disabilities Act (ADA)
78(5)
Ethical Considerations
83(10)
Ethics Defined
84(1)
Bioethics Defined
85(1)
Keys to the AAMA Code of Ethics
86(1)
AMA Ethical Guidelines
87(1)
Advertising
87(1)
Media Relations
87(1)
Confidentiality
87(1)
Medical Records
88(1)
Professional Fees and Charges
88(1)
Professional Rights and Responsibilities
88(1)
Abuse
88(1)
Bioethical Dilemmas
89(1)
Allocation of Scarce Medical Resources
89(1)
Abortion and Fetal Tissue Research
89(1)
Genetic Engineering/Manipulation
90(1)
Artificial Insemination/Surrogacy
90(1)
Dying and Death
90(1)
HIV and AIDS
90(3)
Emergency Procedures and First Aid
93(36)
Recognizing an Emergency
95(1)
Responding to an Emergency
95(1)
Primary Survey
96(1)
Using the 911 or Emergency Medical Services System
97(1)
Good Samaritan Laws
97(1)
Blood, Body Fluids, and Disease Transmission
97(1)
Preparing for an Emergency
97(1)
The Medical Crash Tray or Cart
98(1)
Common Emergencies
99(1)
Shock
99(1)
Wounds
100(1)
Burns
101(4)
Musculoskeletal Injuries
105(2)
Heat and Cold-Related Illnesses
107(1)
Poisoning
107(1)
Sudden Illness
108(2)
Cerebral Vascular Accident (CVA)
110(1)
Heart Attack
110(1)
Procedures for Breathing Emergencies and Cardiac Arrest
111(1)
Heimlich Maneuver (Abdominal Thrust)
111(1)
Rescue Breathing
112(1)
Cardiopulmonary Resuscitation (CPR)
112(17)
SECTION II: ADMINISTRATIVE PROCEDURES 129(1)
Unit 4: Integrated Administrative Procedures 130(126)
Creating the Facility Environment
131(6)
Patient Reception
The Reception Area
132(1)
Office Design and Environment
133(1)
Americans with Disabilities Act
133(1)
The Receptionist's Role
134(1)
Opening the Facility
134(1)
Closing the Facility
135(2)
Computers in the Ambulatory Care Setting
137(18)
Types of Computers
139(1)
Components of a Computer System
139(1)
Hardware
139(2)
Power Outage, Electrical Surge, and Static Discharge Protection Devices
141(1)
Software
141(1)
Documentation
141(1)
Common Software Applications in the Medical Office
141(1)
Word Processing
142(2)
Graphics
144(1)
Spreadsheets
144(1)
Databases
144(2)
Virus Protection
146(1)
Patient Confidentiality in the Computerized Medical Office
146(1)
Computerizing the Medical Office
147(2)
The Safe Use of Computers
149(6)
Telephone Techniques
155(20)
Telephone Skills
Telephone Messages
Basic Telephone Techniques
157(1)
Telephone Personality
157(1)
Telephone Etiquette
158(1)
Answering Incoming Calls
159(1)
Preparing to Take Calls
159(1)
Answering Calls
159(1)
Screening Calls
159(1)
Transferring a Call
160(1)
Taking a Message
160(1)
Ending the Call
161(1)
Types of Calls the Medical Assistant Can Take
161(1)
Types of Calls Referred to the Physician
162(1)
Special Consideration Calls
162(1)
Referring Calls
162(1)
Emergency Calls
163(1)
Angry Callers
164(1)
Elderly Callers
164(1)
English as a Second Language Callers
164(1)
Placing Outgoing Calls
165(1)
Placing Long Distance Calls
165(1)
Placing Calls
165(1)
Time Zones
165(1)
Long-Distance Carriers
166(1)
Telephone Documentation
166(1)
Using Telephone Directories
166(1)
Legal and Ethical Considerations
167(1)
Telephone Technology
167(1)
Automated Routing Units
168(1)
Answering Services and Machines
168(1)
Facsimile (Fax) Machines
168(1)
Electronic Mail
168(1)
Cellular Service
168(1)
Paging Systems
169(6)
Patient Scheduling
175(16)
Scheduling
Tailoring the Scheduling System
177(1)
Types of Scheduling Systems
177(1)
Open Hours
177(1)
Double Booking
177(1)
Clustering
177(1)
Wave
177(1)
Modified Wave
177(1)
Stream
177(1)
Practice-Based
178(1)
Analyzing Patient Flow
178(1)
Waiting Time
179(1)
Flexibility
179(1)
Legal Issues
179(1)
Interpersonal Skills
180(1)
Guidelines for Scheduling Appointments
180(1)
Triage Calls
180(1)
Referral Appointments
180(1)
Recording Information
180(1)
Computer Scheduling
181(1)
Patient Check-In
181(1)
Patient Cancellation and Appointment Changes
182(1)
Computer Cancellations
182(1)
Reminder Systems
183(1)
Scheduling Representatives
183(1)
Scheduling Materials
183(1)
Appointment Books
183(1)
Appointment Sheets
183(1)
Daily Worksheets
184(1)
Computer Equipment
184(1)
Appointment Cards
184(1)
Establishing an Appointment Book
184(2)
Informational Brochure
186(5)
Medical Records Management
191(24)
Records Management
The Importance of Accurate Medical Records
193(1)
Equipment and Supplies
193(1)
Vertical Files
193(1)
Open-Shelf Lateral Files
193(1)
Movable File Units
193(1)
File Folders
194(1)
Identification Labels
194(1)
Guides and Positions
194(1)
Out Guides
195(1)
Basic Rules for Filing
195(1)
Indexing Units
195(1)
Filing Patient Charts
195(1)
Filing Identical Names
196(1)
Filing Business and Organizational Records
196(2)
Steps for Filing Medical Documentation in Patient Files
198(1)
Inspect
198(1)
Index
198(1)
Code
198(1)
Sort
198(1)
File
198(1)
Filing Techniques and Common Filing Systems
198(1)
Color Coding
198(3)
Alphabetic Filing
201(1)
Numeric Filing
201(1)
Subject Filing
201(1)
Choosing a Filing System
202(1)
Filing Procedures
203(1)
Cross-Referencing
203(1)
Tickler Files
204(1)
Release Marks
204(1)
Check-Out System
204(1)
Locating Missing Files or Data
205(1)
Filing Chart Data
205(1)
Retention and Purging
206(1)
Correspondence
207(1)
Incoming Correspondence
207(1)
Outgoing Correspondence
207(1)
Filing Procedures for Correspondence
207(1)
Computer Applications
208(1)
Databases
208(1)
Archival Storage
209(1)
Transfer of Data
210(1)
Confidentiality
210(5)
Written Communications
215(26)
Parts of a Letter
Parts of the Envelope
Telephone Messages
Prescriptions
Medical Record
Composing Correspondence
217(1)
Writing Tips
217(1)
Spelling
217(1)
Proofreading
218(1)
Components of a Business Letter
219(1)
Date Line
219(1)
Inside Address
219(1)
Salutation
219(1)
Subject Line
219(1)
Body of Letter
220(1)
Complimentary Closing
220(1)
Keyed Signature
220(1)
Reference Initials
220(1)
Enclosure Notation
220(1)
Carbon Copy Notation
220(1)
Postscripts
220(1)
Continuation Page Heading
220(1)
Letter Styles
221(1)
Full Block
221(1)
Modified Block
222(1)
Simplified
222(2)
Supplies for Written Communication
224(1)
Letterhead
224(1)
Second Sheets
225(1)
Envelopes
225(1)
Other Types of Correspondence
226(1)
Memoranda
226(1)
Meeting Agendas
226(1)
Meeting Minutes
227(1)
Processing Incoming and Outgoing Mail
228(1)
Incoming Mail and Shipments
228(1)
Outgoing Mail and Shipments
228(1)
Postal Classes
228(1)
Formats for Efficient Processing
229(1)
International Mail
229(1)
Technologies
229(1)
Facsimile (Fax)
229(1)
Electronic Mail (E-Mail)
230(1)
Legal and Ethical Issues
231(10)
Transcription
241(15)
History of the American Association for Medical Transcription
243(1)
AAMT Membership
243(1)
The Medical Transcriptionist's Career
243(1)
Attributes of the Medical Transcriptionist
243(1)
Job Description
244(1)
Employment Opportunities
244(1)
Certification for Medical Transcriptionists
245(1)
Transcription Tools
246(1)
Equipment
246(1)
Ergonomics
246(1)
Facsimile Machines
247(1)
Photocopy Machines
247(1)
Transcription Guidelines
247(1)
Proofreading and Making Corrections
247(1)
Proofreading Skills
247(1)
Where Errors Occur
247(1)
Editing
248(1)
Making Corrections
248(1)
Medical Reports
248(1)
Chart Notes and Progress Notes
249(1)
History and Physical Examination Reports
249(1)
Consultation Reports
249(1)
Correspondence
249(1)
Turnaround Time
249(3)
Ethical and Legal Issues
252(1)
Confidentiality
252(1)
Risk Management
252(1)
New Technology
252(1)
Continuous Speech Recognition (CSR)
252(1)
Integrating Digital Photographs into Medical Transcription
253(3)
Unit 5: Managing Facility Finances 256(75)
Daily Financial Practices
257(24)
Patient Receipts
Purchase Orders
Payroll Procedures
Banking
Determining Patient Fees
258(1)
Usual, Customary, and Reasonable Fees
259(1)
Discussion of Fees
259(1)
Adjustment of Fees
259(1)
Credit Arrangements
260(1)
Payment Planning
260(1)
The Bookkeeping Function
260(1)
Managing Patient Accounts
260(1)
The Importance of Good Working Habits
261(1)
The Pegboard System
261(4)
Computerized Systems
265(1)
Banking Procedures
266(1)
Types of Accounts
266(1)
Types of Checks
267(1)
Deposits
267(1)
Accepting Checks
268(1)
Lost or Stolen Checks
268(1)
Writing and Recording Checks
268(1)
Reconciling a Bank Statement
269(1)
Purchasing Supplies and Equipment
269(1)
Preparing a Purchase Order
270(1)
Verifying Goods Received
271(1)
Preparing the Invoice for Payment
271(1)
Petty Cash
272(1)
Establishing a Petty Cash Fund
272(1)
Tracking, Balancing, and Replenishing Petty Cash
272(9)
Medical Insurance
281(14)
The Evolution of Medical Insurance Coverage
283(1)
Changes in Health Insurance Today
283(1)
Screening for Insurance
283(1)
Medical Insurance Terminology
284(1)
Terminology Specific to Insurance Policies
284(1)
Terminology Specific to Billing Insurance Carriers
285(2)
Types of Medical Insurance Coverage
287(1)
Traditional Insurance
287(1)
Managed Care
287(2)
Medicare
289(1)
Other Types of Coverage
290(1)
Prospective Payment Systems and Diagnosis-Related Groups
291(1)
Legal and Ethical Issues
291(4)
Medical Insurance Coding
295(14)
Insurance Coding
Insurance Coding Systems
296(1)
Procedure Coding
296(3)
Diagnosis Coding
299(2)
Coding the Claim Form
301(1)
Completing the HCFA-1500 (12-90)
301(3)
Overseeing the Claims Process
304(1)
Point-of-Service Device
304(1)
Maintaining Claim Register or Diary
304(1)
The Insurance Carrier's Role
305(1)
Explanation of Benefits
305(1)
Following Up on Claims
305(1)
The Computerized Claims Process
305(1)
Legal and Ethical Issues
305(1)
Healthcare Compliance
306(1)
Seven Basic Elements of a Voluntary Compliance Program
306(3)
Billing and Collections
309(12)
Pegboard Accounting
Superbill, Ledger Card, Daily Log/Day Sheet
Billing Procedures
310(1)
Credit and Collection Policies
311(1)
Payment at Time of Service
311(1)
Truth-in-Lending Act
311(1)
Components of a Complete Statement
311(1)
Computerized Statements
312(1)
Monthly and Cycle Billing
312(1)
Monthly Billing
312(1)
Cycle Billing
312(1)
Past-Due Accounts
313(1)
Collection Process
313(1)
Aging Accounts
313(1)
Computerized Aging
313(1)
Collection Techniques
314(1)
Correspondence to Insurance Carriers
314(1)
Telephone Collections
314(1)
Collection Letters
315(1)
Use of an Outside Collection Agency
315(2)
Use of Small Claims Court
317(1)
Special Collection Situations
317(1)
Bankruptcy
317(1)
Estates
317(1)
Tracing ``Skips''
317(1)
Statute of Limitations
317(4)
Accounting Practices
321(10)
Bookkeeping and Accounting Systems
322(1)
Single-Entry
322(1)
Pegboard
322(1)
Double-Entry
323(1)
Computerized Systems
323(1)
Computer Service Bureaus
323(1)
The Accounting Function
323(1)
Cost Analysis
324(1)
Fixed Costs
324(1)
Variable Costs
324(1)
Financial Records
324(1)
Income Statement
324(1)
Balance Sheet
324(2)
Useful Financial Ratios
326(1)
Accounts Receivable Ratio
327(1)
Collection Ratio
327(1)
Cost Ratio
327(1)
Expenses of the Ambulatory Care Setting
327(1)
Accounts Payable
327(1)
Payroll
327(4)
SECTION III: PROFESSIONAL PROCEDURES 331(1)
Unit 6: Office and Human Resource Management 332(44)
The Medical Assistant as Office Manager
333(24)
The Medical Assistant as Manager
335(1)
Qualities of a Manager
335(1)
Management Styles
336(1)
People-oriented Personality
336(1)
Things-oriented Personality
336(1)
Idea-oriented Personality
336(1)
Other Management Styles
336(1)
Changing Styles for the Twenty-first Century
337(1)
The Importance of Teamwork
337(1)
Getting the Team Started
338(1)
Using a Team to Solve a Problem
338(1)
Planning and Implementing a Solution
338(1)
Recognition
338(1)
Supervising Personnel
338(1)
Staff Meetings
339(1)
Supporting Staff Members
340(1)
Travel Arrangements
340(1)
Itinerary
340(1)
Supervising Student Practicums
341(1)
Time Management
342(1)
Procedures Manual
342(1)
Organization of the Procedures Manual
342(1)
Updating and Reviewing the Procedures Manual
343(1)
Marketing Functions
343(1)
Seminars
343(1)
Brochures
344(1)
Newsletters
345(1)
Press Releases
345(1)
Special Events
345(1)
Record and Financial Management
345(2)
Payroll Processing
347(1)
Facility and Equipment Management
348(1)
Inventories
348(1)
Equipment and Supplies Maintenance
349(1)
Risk Management
349(1)
Liability Coverage and Bonding
349(8)
The Medical Assistant as Human Resources Manager
357(19)
Tasks Performed by the Human Resources Manager
358(1)
The Office Policy Manual
359(1)
Recruiting and Hiring Office Personnel
359(1)
Job Descriptions
359(1)
Recruiting
360(1)
Preparing to Interview Applicants
360(1)
The Interview
361(1)
Selecting the Finalists
362(1)
Orienting and Training New Personnel
363(1)
Evaluating Employees and Planning Salary Review
363(1)
Performance Evaluation
363(3)
Salary Review
366(1)
Dismissing Employees
366(1)
Involuntary Dismissal
367(1)
Voluntary Dismissal
367(1)
Exit Interview
367(1)
Maintaining Personnel Records
368(1)
Complying with Personnel Laws
368(1)
Special Policy Considerations
368(1)
Temporary Employees
368(2)
Smoking Policy
370(1)
Discrimination
370(1)
Employees with Chemical Dependencies or Emotional Problems
370(1)
Providing/Planning Employee Training and Education
370(1)
Conflict Resolution
371(5)
Unit 7: Entry into the Profession 376(29)
Preparing for Medical Assisting Credentials
377(10)
Purpose of Certification
378(1)
Preparing for the Examination
378(1)
Registered Medical Assistant (RMA)
379(1)
Examination Format and Content
379(1)
Application Process
380(1)
Application Completion and Test Administration Scheduling
380(1)
Certified Medical Assistant (CMA)
380(1)
Examination Format and Content
380(1)
Application Process
381(1)
Eligibility Categories and Requirements
381(1)
Grounds for Denial of Eligibility
381(1)
How to Recertify
382(5)
Employment Strategies
387(18)
Resume Writing
Developing a Strategy
388(1)
Self-Assessment
388(1)
Job Analysis and Research
388(2)
Budgetary Needs Analysis
390(1)
Resume Preparation
391(1)
Resume Specifications
391(1)
Clear and Concise Resumes
391(1)
Accomplishments
391(1)
References
392(1)
Accuracy
392(1)
Resume Styles
392(4)
Vital Resume Information
396(1)
Application/Cover Letters
396(1)
Completing the Application Form
396(2)
The Look of Success
398(1)
Personal and Professional Poise
398(1)
The Interview Process
399(1)
Preparing for the Interview
399(1)
The Actual Interview
399(1)
Closing the Interview
400(1)
Interview Follow-Up
400(1)
Follow-Up Letter
400(1)
Follow Up by Telephone
401(4)
Appendix A Common Medical Abbreviations and Symbols 405(6)
Appendix B Top 200 Drugs by Retail Sales in 2000 411(4)
Appendix C Medical Assistant Role Delineation Chart 415(2)
Appendix D Answers to Case Study Reviews 417(7)
Glossary 424(11)
Index 435


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