MDA 104 - Administrative Office Management

1. MAERB Standard V. Concepts of Effective Communication: V.C.1 Identify types of verbal and nonverbal communication, V.C.2 Identify communication barriers, V.C.3 Identify techniques for overcoming communication barriers, V.C.4 Identify the steps in the sender-receiver process, V.C.5 Identify challenges in communication with different age groups, V.C.6 Identify techniques for coaching a patient related to specific needs, V.C.7 Identify different types of electronic technology used in professional communication, V.C.11 Identify coping mechanisms, V.C.12 Identify subjective and objective information, V.C.13 Identify the basic concepts of the following theories: Maslow, Erikson, Kubler-Ross, V.C.14 Identify issues associated with diversity as it relates to patient care, V.C.15 Identify the medical assistant’s role in telehealth.
2. MAERB Standard V. Concepts of Effective Communication: V.P.1 Respond to nonverbal communication, V.P.3 Coach patients regarding office policies and medical encounters, V.P.4. Demonstrate professional telephone techniques, V.P.5 Document telephone messages accurately, V.P.6 Using technology, compose clear and correct correspondence, V.P.7 Use a list of community resources to facilitate referrals, V.P.8 Participate in a telehealth interaction with a patient.
3. MAERB Standard VI. Administrative Functions: VI.C.1 Identify different types of appointment scheduling methods, VI.C.2 Identify critical information required for scheduling a patient procedure, VI.C.3 Recognize the purpose for routine maintenance of equipment, VI.C.4 Identify steps involved in completing an inventory, VI.C.5 Identify the importance of data backup, VI.C.6 Identify the components of an Electronic Medical Record, Electronic Health Record, and Practice Management System.
4. MAERB Standard VI. Administrative Functions: VI.P.1 Manage appointment schedule, using established priorities, VI.P.2 Schedule a patient procedure, VI.P.3 Input patient data using an electronic system, VI.P.4 Perform an inventory of supplies.
5. MAERB Standard X. Legal Implications: X.C.1 Identify scope of practice and standards of care for medical assistants, X.C.2 Identify the provider role in terms of standard of care, X.C.3 Identify components of the Health Insurance Portability & Accountability Act (HIPAA), X.C.5 Identify licensure and certification as they apply to healthcare providers.
6. MAERB Standard XI.C Ethical and Professional Considerations: XI.C.4 Identify professional behaviors of a medical assistant.
7. MAERB Standard XII. Protective Practices: XII.C.4 Identify emergency practices for evacuation of a healthcare setting, XII.C.7 Identify principles of body mechanics and ergonomics, XII.C.8 Identify critical elements of an emergency plan for response to a natural disaster or other emergency.
8. MAERB Standard: A.3 Demonstrate empathy for patients concerns, A.4 Demonstrate active listening, A.5 Respect diversity, A.6 Recognize personal boundaries, A.7 Demonstrate tactfulness, A.8 Demonstrate self-awareness.

1. Brief history of medicine
2. Medical specialties and the health team
3. Oral and written communication
4. Scheduling appointments
5. Receiving and sending office communications
6. Managing office communication
7. Patient records and filing
8. Opening and closing the office
9. Safety, security and emergency plans in the medical office
10. Body mechanics
11. General management duties
12. Data management using electronic medical records (EMR)
13. Equipment maintenance
14. Inventory of supplies
15. Services provided by the United States Postal Service
16. The Medical Assistant job description
17. Local, state and federal legislation and regulation in the medical office setting

• Communication
• Technological Competence
• Culture Society & Citizenship

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