Web Based Tutorial

1. WEB-BASED TUTORIAL
Annette Hendricks
AET/545
July 13, 2015
Dr. Christine Nortz

2. WELCOME TO COLORADO
RHEUMATOLOGY
Tutorial for Office Staff:
• This is for all new and established office staff to learn
or refresh on the policies and procedures of the
office in compliance with governmental guidelines
and regulations along with office policies.

3. NEEDS ASSESSMENT
Who needs training?
• The instructional goal is to focus on training
and refreshing office staff
• The goal is to create a tutorial for employees
to learn the basics of office policies and
procedures
• The training can teach new employees as well
as under trained employees on etiquette and
policies and procedures

4. PERFORMANCE BASED OBJECTIVES (PBO)
• Use the ABCD Model for creating objectives
• Who is the Audience?
- The audience is composed of staff members that are either new or
under trained.
• What is the expected Behavior?
- The expected behavior is to have the staff communicate in a professional
manner with the patients, providers and other staff.
• What Conditions will the learning take place?
- The staff will take a quiz after each section in the e-learning training
sessions. As a group the staff will discuss any questions or concerns.
• What is the Degree of accomplishment?
- The accomplishments will be received with a certificate upon
completion.

5. SUMMATIVE OBJECTIVES & LEARNING
OUTCOMES
• As students navigate through the tutorial, they will have opportunities to
apply what they have learned in assessments. There will also be time for
discussions and reflection with other members of the office staff and
management.
• Once the training is complete, the employee will have a solid
understanding of office policies and procedures and front office
etiquette
• The quiz will be reviewed with the employee and any questions or areas
of concerns will be addressed at that time.

6. INTRODUCTION TO TUTORIAL
• Office Policies and Procedures
• In this presentation, employees should be able to understand how to
properly answer telephones and triage calls.
• There should be a solid understanding of how the front office works
• How to properly schedule appointments
• Greeting patients and acquiring the proper insurance information
• Have a solid understanding of HIPAA regulations and guidelines.

7. OFFICE PROCEDURES
Telephone Etiquette

8. ANSWERING THE TELEPHONE
 Triage
 How to Transfer calls to the proper
destination
 Etiquette

9. ETIQUETTE
 “Thank you for calling the Arthritis
office how may I direct your call? “
 Dr. Jones is a board certified
rheumatologist with 15 years
experience. He sees patients
Monday through Friday from 9 am
to 4:30 pm.
 “Let me transfer you to Dr. Jones’
medical assistant for further
clarification.”

10. OFFICE PROCEDURES
Policies and Procedures

11. INFORMATION
Please read and follow the next few slides to have a better understanding of what is to
be expected in the office. There will be a quiz following these next few slides.
 Quality in medical care is expected and requires that the health care team uses
procedures and techniques that result in the best possible outcomes.
 Its true that customer service etiquette asserts that the physician must provide the
same knowledge, care, and skill that a similarly trained physician would provide
under the same circumstances in the same locality.
 Being assertive is not the same as imposing your personal opinions or trying to
manipulate others.
 All members of the office staff need to follow OSHA guidelines for the protection of
patients and other employees.

12. INFORMATION CONTINUED
Reception Staff Should do the following:
 Provide a welcoming and efficient front office service.
 Explore patient queries and requests fully, taking account of information in the
medical record, to ensure that enquiries are handled by the most appropriate
person, without the need for a clinician appointment when appropriate, and
that any appointments booked are the most appropriate for the request.
 Refer to procedures, guidance, colleagues or senior staff when unsure.
 Book, cancel, rearrange and receive patients for appointments.
 Deal with patient requests for home visits.
 Process repeat prescriptions, ensuring appropriate checks are made.

13. INFORMATION CONTINUED
 It’s true that the number of patients and the nature of the medical practice (e.g.,
solo practice or corporation) determine which receptionist duties or tasks the
medical assistant performs.
 Quality medical care is an expectation of all patients and requires that the health
care team use procedures and techniques that result in the best possible outcomes
for patients. In addition, patients must be satisfied with their care.
 It is not accurate to say that customer service etiquette asserts that the physician
must provide the same knowledge, care, and skill that a similarly trained physician
would provide under the same circumstances in the same locality.

14. INFORMATION CONTINUED
Health Information Portability and Accountability Act (HIPAA)
PATIENT: My doctor needs to discuss my treatment with other doctors and
nurses. But the Privacy Rule prohibits doctors and nurses from discussing private
health information if there is a possibility that someone will overhear. What if
my doctor needs to discuss my condition with a nurse at a busy nursing station,
or with me over the phone from someplace other than a private office? The
privacy rule prevents these discussions.
This statement is not true, the Privacy Rule is not intended to prohibit physicians
from communicating with one another about their patients.

15. INFORMATION CONTINUED
 The privacy rule allows doctors and nurses to see a patient’s entire medical record,
if I think they need it to do their jobs. The rule does not prohibit use or disclosure of,
or requests for an entire medical record. The covered entity must document in its
policies and procedures that the entire medical record is the amount reasonably
necessary for certain identified purposes.
 A friend or family member can still pick up a prescription for you, the privacy rule
allows a pharmacist to use their own professional judgement and experience with
common practice to make reasonable inferences of the patient’s best interest in
allowing a person, other than the patient, to pick up a prescription

16. OFFICE PROCEDURES
Quiz

17. QUIZ
 True of False:
1. Customer service etiquette asserts that the physician must provide the
same knowledge, care, and skill that a similarly trained physician would
provide under the same circumstances in the same locality.
A. True
B . False
2. Being assertive is trying to impose your point of view on others or trying
to manipulate other s.
A. True
B. False

18. QUIZ
3. The medical office's goal should be to establish a sense of rapport (i.e.,
an environment of cooperation) with patients, coworkers, supervisors,
and vendors.
A. True
B. False
4. Quality medical care is an expectation of all patients and requires that the health
care team use procedures and techniques that result in the best possible outcomes
for patients. In addition, patients must be satisfied with their care.
A. True
B. False

19. QUIZ CONTINUED
5. The number of patients and the nature of the medical practice (e.g., solo
practice or corporation) determine which receptionist duties or tasks the medical
assistant performs.
A. True
B. False
6. A physician, nurse or office staff can access a patient’s records if it is
necessary to complete one’s job?
A. True
B. False

20. QUIZ CONTINUED
7. Quality care is an expectation of all patients and patients should be
satisfied.
A. True
B. False
8. The Privacy rule does not allow for a friend or family member to pick up a
prescription for someone and makes them got to the pharmacy now matter what
condition they are in?
A. True
B. False

21. ANSWER KEY
1. False
2. False
3. True
4. True
5. True
6. True
7. True
8. False

22. SUMMARY
 This concludes our tutorial on Medical office policies and procedures.
There has been information regarding office policies, telephone triage,
transfer and etiquette and HIPAA guidelines. Staff should be able to review
the tutorial and be able to answer all the questions within the quiz. The
answer key is at the end of the lesson and employees will be asked to
discuss and review the questions and policies.
 The answers are provided within the tutorial to allow staff to be successful
and be able to refer to a question and communicate any concerns or
inquiries.
 Staff is not expected to be perfect, but this allows for an overall
introduction into what it takes to be a receptionist and team member of
the office.

23. REFERENCES:
 Gosfield, Alice G. (2002) THE HIPAA PRIVACY RULE: Answers to Frequently
Asked Questions Retrieved from:
http://www.aafp.org/fpm/2002/1100/p35.html