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1. Health Services
Office Management:
OAH 302

2. Welcome to Semester
III

3. Agenda
• Introduction
• Course Outline
• Assignments/Exams
• Review Academic Integrity
• Course Expectations
• Review Chapter 1
• Discussion Post

4. Syllabus

5. Introduction
Name, how was your last sem?
What’s one small thing or practice that
has vastly improved your quality of life?
How do you approach learning something
new?
What’s something you learned the hard
way over the past year?
Anything else you wish to share?

6. Course Outline
• Perform work in a manner that demonstrates
professional work qualities appropriate to a
medical office environment.
• Perform all work in accordance with
confidential practices and expectations of the
medical office environment.
• Develop testing and scheduling instructions for
diagnostic tests for patients following identified
office procedures.
• Evaluate the severity of a client's health
complaint utilizing effective listening and
visual communication techniques.

7. • Organize health records by applying the
general principles of health records
management as practiced within a medical
office environment using manual and electronic
filing.
• Understand the structure and function of
various hospital departments and units, and
the roles and responsibilities of the clinical
secretary.
• Outline the various roles and positions
commonly found within health services
administrative occupations.

8. Assignments
• Posted as/when scheduled.

9. Academic Integrity: (Code of
Students Rights and
Responsibilities: Section
7.1.6)
• Academic misconduct,
including cheating of any
form, will not be tolerated.
• Consequences may include,
but are not limited to, a
warning, a grade of "0" on
the
assignment/test/examinatio
n, or a failing grade in the
course.”
• PLAGIARISM

10. Course Expectations
ATTENDANCE TIMELY
COMPLETION OF
ASSIGNMENTS
TIMELY
COMPLETION OF
DISCUSSION POSTS
PROFESSIONAL
CONDUCT
ACTIVE
PARTICIPATION IN
COURSE

11. Chapter 1: Inside the
Medical Office:
Roles, Responsibilities,
and Skills

12. Chapter Outline
• Roles, duties, and responsibilities of medical
office administrators (MAs)
• Roles of other administrative health care staff in
a medical office
• Practical skills, soft skills, and interpersonal
skills for MAs
• Time management skills
• Stress and strategies to reduce stress
• How MAs can keep current regarding medical
knowledge, policies, procedures, and trends
Copyright
©
2015
Emond
Montgomery
Publications.
All
rights
reserved.

13. Introduction
The role of a medical office administrator
(MA) requires a variety of skills, including-
patient interaction,
technical expertise
communication,
ability to work well with others in the
medical environment, and
ongoing training.

14. The role and responsibilities of
Medical Office Administrators
Brainstorm Ideas

15. The MA: Roles, Duties, and Responsibilities
Adjusts
schedules
Greets and
registers
patients
Manages
telephone
communications
Manages
records
Manages billing
Manages
payroll
Manages
finances
Makes referrals
Manages
examination
room
preparation
Assists
physicians
Orders and
maintains
supplies
Copyright © 2015 Emond Montgomery Publications. All rights
reserved.
15

16. Copyright © 2015 Emond Montgomery Publications. All rights
reserved.
16

17. Roles and responsibilities in a
Medical Office
1. Medical Office Manager
2. Medical Office administrator/medical Office
assistant (MA)
3. Medical Office Receptionist
4. Billing Clerk

18. Roles Within the
Medical Office
• Medical office manager
 Oversees and implements organizational and clerical tasks and procedures
 Provides uniformity in patient care, booking, and financial aspects
 Orders and maintains medical supplies
 Directs all aspects of human resources
 Advises physicians and nurses on advances in all areas of medicine
Copyright © 2015 Emond Montgomery Publications. All rights
reserved.

19. Roles Within
the Medical
Office (cont.)
• Medical office administrator/medical office assistant (MA)
 Acts as a link between the medical office and the public
 Deals mostly with clerical responsibilities:
 Manages records
 Manages telephone communications
 Manages scheduling
 Processes mail
 Manages charts
 Interacts with patients
 Submits billing and insurance forms
Copyright © 2015 Emond Montgomery Publications. All rights reserved.

20. Roles Within the Medical Office (cont.)
Medical office receptionist
Greets patients and other visitors
Obtains information needed for an
appointment
Obtains insurance information
May have a role in records management,
referrals,
and outgoing calls
Billing Clerk
Handles diagnostic and procedure coding
and billing
Completes insurance forms
Determines insurance coverage and
limitations for patients
Copyright © 2015 Emond Montgomery Publications. All rights
reserved.
20

21. The MA: Education and Training
College Office Administration diploma with
medical concentration
Specific medical concentrations
Supplementary training and education
In-hospital training
Upgraded medical terminology
Ontario Ministry of Training, Colleges,
and Universities program standards
Brings consistency to medical office
administration programs
Ongoing professional development
Copyright © 2015 Emond Montgomery Publications. All rights reserved.
21

22. The MA: Skills and
Abilities
• Practical skills
 General skills
 Medical terminology and computer literacy
 Administrative skills
 Telephone and scheduling
 Clinical skills
 Testing for vital signs and collecting specimens

23. The MA: Skills
and Abilities-
• Soft skills
1. Motivation, initiative, and
responsibility
2. Attitude, empathy, and listening
3. Cultural awareness and
sensitivity
4. Communication
5. Appearance
6. Confidentiality
7. Critical thinking
8. Teamwork
9. Time management
• Definition
• Importance
• Workplace example

24. How much stress is
good at workplace?
Brainstorm

25. Dealing
Effectively with
Stress
• Stress categories: low, normal,
and high
 If stress is too low, staff may
not be motivated
 If stress is too high, staff may
be unable to cope and may
even become ill

26. Stress
management
strategies
 Take breaks
 Slow your breathing
 Report health and safety
hazards
 Ask for help
 Reward yourself
 Sleep
 Relax

27. Summary
Describe the roles, duties,
and responsibilities of MAs
Identify practical skills,
soft skills, and
interpersonal skills for
MAs
Identify and apply time
management skills
Define stress and identify
strategies to reduce stress
Explain how MAs can keep
current regarding medical
knowledge, policies,
procedures, and trends
Copyright © 2015 Emond Montgomery Publications. All rights reserved
27
After completing this chapter, you should be able to:

28. Next Steps
• Read chapter 1
• Complete exercises
• Next week:
 Canadian Healthcare System

29. Source: https://content.wisestep.com/motivational-inspirational-quotes-students/