Medical Office Administrative 2023
Email; handy tips when using email to communicate
Use a personal name if your system allows it; Identify your message in subject line; Do
not use upper case letters; check who the receiver is before clicking send; use please
and thank yo; it can be used as a legal document
Scheduling
The medical assistant is responsible to schedule patients in a manner that is both
accurate and effective
New patient
Provider and type of appointment; Correct spelling of patient's full name; Patient's
address; Appropriate phone number; reason for visit; Name of referring Doctor; type of
insurance
Fixed appointment scheduling
one patient is scheduled for a specific appointment time
cluster scheduling
group of patients are scheduled to come in to receive the same type of service, the
medical assistant should schedule the patients around the same block of time
double booking
When two patients are scheduled to see the same physician at once
wave scheduling method
patients are scheduled for the first half of each hour, and each patient is seen in the
order they arrive.
triage
prioritize the patients based on their medical needs,
Greeting the Patient
juggle the responsibilities of answering phones,completing paperwork and greeting
patients in a proper manner
Empathy
is having an understanding and compassion for what patients are experiencing, is a
good characteristic for health professionals to possess
Communication requires the following elements
A message to be sent; A person to send the message; A person to receive the message
Good listeners apply the following skills:
Face the person; Have good eye contact; Lean toward the person; Respond to the
person; Paraphrasing (person's message in your words); Clarifying, make sure you
understand the message; Silence
Kinesics
The study of nonverbal communication
Kinesics slip
Where verbal and nonverbal messages do not match; a patient's face or mannerisms
can explain what they are experiencing more accurately
Zones of Comfort
Intimate space - 18 inches or closer; personal space - 18 inches to 4 ft; social space - 4
ft to 12 ft; public space - 12 ft or more
Gestures
Email; handy tips when using email to communicate
Use a personal name if your system allows it; Identify your message in subject line; Do
not use upper case letters; check who the receiver is before clicking send; use please
and thank yo; it can be used as a legal document
Scheduling
The medical assistant is responsible to schedule patients in a manner that is both
accurate and effective
New patient
Provider and type of appointment; Correct spelling of patient's full name; Patient's
address; Appropriate phone number; reason for visit; Name of referring Doctor; type of
insurance
Fixed appointment scheduling
one patient is scheduled for a specific appointment time
cluster scheduling
group of patients are scheduled to come in to receive the same type of service, the
medical assistant should schedule the patients around the same block of time
double booking
When two patients are scheduled to see the same physician at once
wave scheduling method
patients are scheduled for the first half of each hour, and each patient is seen in the
order they arrive.
triage
prioritize the patients based on their medical needs,
Greeting the Patient
juggle the responsibilities of answering phones,completing paperwork and greeting
patients in a proper manner
Empathy
is having an understanding and compassion for what patients are experiencing, is a
good characteristic for health professionals to possess
Communication requires the following elements
A message to be sent; A person to send the message; A person to receive the message
Good listeners apply the following skills:
Face the person; Have good eye contact; Lean toward the person; Respond to the
person; Paraphrasing (person's message in your words); Clarifying, make sure you
understand the message; Silence
Kinesics
The study of nonverbal communication
Kinesics slip
Where verbal and nonverbal messages do not match; a patient's face or mannerisms
can explain what they are experiencing more accurately
Zones of Comfort
Intimate space - 18 inches or closer; personal space - 18 inches to 4 ft; social space - 4
ft to 12 ft; public space - 12 ft or more
Gestures
