SST821 - Medical Office Procedures

Outline info
Semester
School
Last revision date 2017-05-29 00:31:41.823
Last review date 2017-07-17 00:15:32.83


Subject Title
Medical Office Procedures

Subject Description
This subject is designed to provide students with an understanding of the administrative duties and professional responsibilities of a medical administrative assistant/medical unit clerk. Students are motivated to acquire knowledge and skills in a variety of medical areas in order to be able to perform proficiently in a medical environment. Emphasis is placed on the development of the student's ability to exercise initiative and judgment and to make decisions within the scope of his/her authority whilst ensuring the safety and well-being of health-care recipients. Communication, organization and human relations skills are emphasized on an on-going basis throughout this subject.

Credit Status
This is a credit subject towards Medical Unit Clerk and Medical Administrative Assistant programs offered through the Faculty of Continuing Education and Training.

Learning Outcomes
Upon successful completion of this subject the student will be able to:

1. Define and explain the career opportunities in the field of medical office administration. Know and be able to outline the desired career qualifications and personal attributes necessary for employment in this area.

2. Carry out reception duties and prepare the examination rooms in a physician's office; demonstrate how to book patient appointments; describe common medical procedures.

3. Deal appropriately with a variety of incoming telephone calls from patients, other health care professionals, support service organizations and agencies.

4. Define and explain the components of a medical procedures manual.

5. Define and examine the proper procedures involved in initiating and completing hospital records.

6. Identify the many reference sources available to the medical administrative assistant.

7. Know the importance of following correct procedures for ordering supplies, for purchasing and for inventory control.

8. Define and examine the roles of medical associations of importance to medical administrative assistants. Be familiar with the Code of Ethics of the Canadian Medical Association.

9. Be aware of the medical-legal responsibilities of the doctor and the medical administrative assistant. Define and examine common medical-legal problems; ensure confidentiality of patients' records in accordance with current federal and provincial health statutes.

10. Join an electronic network comprised of medical program students that will facilitate the sharing of employment opportunities.

11. Know how to prepare and maintain required office accounting records.

12. Co-ordinate meetings and conferences.

13. Use the prescribed office reference manual and medical reference texts as a resource when carrying out tasks and assignments.

14. Produce all required assignments and tests to mailable business standards within prescribed time limits.

15. Follow verbal and written instructions.

Cheating and Plagiarism
Each student should be aware of the College's policy regarding Cheating and Plagiarism. Seneca's Academic Policy will be strictly enforced.

To support academic honesty at Seneca College, all work submitted by students may be reviewed for authenticity and originality, utilizing software tools and third party services. Please visit the Academic Honesty site on http://library.senecacollege.ca for further information regarding cheating and plagiarism policies and procedures.

Discrimination/Harassment
All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at student.conduct@senecacollege.ca.

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Disabilities Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.

Prerequisite(s)
SST051, OLS101 and KIP103

It is your responsibility to ensure that program requirements and subject prerequisites as outlined are met.  Prerequisites are included for your academic protection.  Subject content and your professor's teaching assumes that students are academically prepared and instruction will proceed accordingly.  If you lack appropriate prerequisites (or advanced standing for the prerequisite subject) you may be asked to withdraw or transfer to a more appropriate subject, with the risk of academic/financial penalty. It is your responsibility to save documents, articles and notes that the instructor has provided on BlackBoard or in class. Students will not be able to access BlackBoard as of the last day of the student's class.

Topic Outline
The order of the topics is at the discretion of the professor.  The content of one module does not have to be completed before another module is started, nor do the modules have to be taught in the order listed.  Rather by the end of the subject all the topics will have been covered.

On completion of this subject, the student will be able to:

Define and explain the career opportunities in the field of medical office administration.  Know and be able to outline the desired career qualifications and personal attributes necessary for employment in this area.

  • Identify potential areas of employment in the field of medical office administration.
  • Outline the personal qualities required for employment in a medical office.
  • List the skill requirements for successful employment as a medical administrative assistant.
  • Explain what constitutes appropriate attire for a medical administrative assistant.
  • Know the importance of public relations.

Know how to carry out reception duties and how to prepare the examination rooms in a physician's office; demonstrate how to book patient appointments; describe common medical procedures.
  • Outline and explain the responsibilities of the medical administrative assistant regarding patient reception and the preparation of the examination room for use by the physician.
  • Apply appropriate methods when scheduling patient appointments.
  • Prepare a daily appointment schedule for a family physician.
  • Use correct procedures for arranging surgical appointments.
  • Identify methods of dealing with callers other than patients.
  • Identify methods of dealing with various clients; how to handle insults, anger, the violent patient, the ill, etc.
  • Identify methods of dealing with interpersonal relationships at the office; sexual harassment; stress.
  • Be properly informed about the procedures that patients undergo as in ultrasound, glucose test, etc.
  • Understand and explain simple medical procedures performed at the medical office  as  well as those offered by the laboratory, clinic or departments within a hospital setting.

Know the importance of patient records management, and recognize the duties and responsibilities, which this entails for the medical administrative assistant.
  • Outline the procedures for preparing patient file folders (charts).
  • Reinforce the rules for alphabetic filing.
  • Review the principles involved in general correspondence filing, subject and tickler filing, preparing correspondence for filing, charge-out systems, and updating files.
  • Know the purpose of colour-coding files, and know how to colour code. Prepare patients' charts and colour code them according to an established system as outlined in the prescribed textbook.
  • Discuss the points to follow for efficient filing procedures.

Deal appropriately with a variety of incoming telephone calls from patients, other health care professionals,  support service organizations and agencies.
  • Learn effective telephone usage including answering, screening, holding, and making outgoing calls for a physician.
  • Know how to handle calls regarding patient appointments, house calls, prescription renewal requests, and emergency medical situations.
  • Demonstrate how to use the telephone directory as a reference source.  Prepare (on a microcomputer) a list of emergency telephone numbers for use in a doctor's office.
  • Be aware of the types of telephone and accessory equipment available in the market today.
  • Prepare and record a telephone message to use "after hours" in a doctor's office.

Define and explain the components of a medical procedures manual.
  • Identify the components of a procedures manual.
  • Outline the set-up and style of a procedures manual.
  • List the uses of a procedures manual.

Define and examine the proper procedures involved in initiating and completing hospital records.
  • Recognize the procedures involved in the processing of discharge records.
  • Identify recognized filing systems for health records departments.
  • Know how to complete requisitions in a physician's office.
  • Apply the proper procedures for completing hospital requisitions.
  • Interpret the instructions in the Physician's Orders in a hospital environment:  Explain the meaning of the orders and the appropriate action to be taken.

Identify the many reference sources available to the medical administrative assistant.
  • Be familiar with medical reference sources, such as dictionaries, directories, handbooks, etc.
  • Outline specific reference sources available for health care information.

Know the importance of following correct procedures for ordering supplies, for purchasing and for inventory control.
  • Be familiar with the proper procedures for ordering medical supplies, drugs, cleaning products, and office supplies.
  • Maintain accurate purchasing and inventory records.
  • Know how to effect cost savings by using cash discounts offered by suppliers whenever feasible.
  • Know and demonstrate how to correctly calculate provincial and federal sales taxes.  Be aware of the types of medical supplies that are NOT taxable.

Define and examine the roles of medical associations of importance to medical administrative assistants.  Be familiar with the Code of Ethics of the Canadian Medical Association.
  • Be aware of the existence of codes of ethics.
  • Know medical associations and organizations in Canada.
  • Outline the organizational structures and aims of some of these associations.
  • Discuss the role of the College of Physicians and Surgeons in overseeing the education, licensing, and disciplining of physicians.
  • Be familiar with the aims and objectives of the OMSA – Health Care Associates.

Be aware of the medical-legal responsibilities of the doctor and the medical administrative assistant.  Define and examine common medical-legal problems; ensure confidentiality of patients' records in accordance with current federal and provincial health statutes.
  • Legal implications of confidentiality, consent, etc.
  • Become familiar with the rules and regulations pertaining to the practice of medicine.
  • Be aware of the federal and provincial laws that pertain to the medical environment.
  • Know proper medical reporting procedures.
  • Outline some common medical-legal problems and their ramifications for medical professionals.
  • Learn the restrictions necessary to ensure patient confidentiality.
  • Explain the minimum standards for medical records maintenance.

Form an electronic network comprised of medical program students that will facilitate the sharing of employment opportunities.
  • Develop an organized database of students in the medical program that will contain relevant data.
  • Formulate a plan to effectively share employment opportunities with network participants with a view to exchanging job information and opportunities.

Know how to prepare and maintain required office accounting records.
  • Be able to set up and correctly record transactions in a cash disbursements journal.

Co-ordinate Meetings and Conferences.
  • Differentiate between formal and informal meetings.
  • Discuss, plan, and perform pre-meeting procedures, including arranging date and time, location, notifying attendees, and preparing the agenda.
  • Know how to record and process minutes of a meeting.

Use the prescribed office reference manual and medical reference texts as a resource when carrying out tasks and assignments. 
  • Demonstrate the ability to use the prescribed office reference manual and/or medical texts to obtain information on format and style choices when preparing documents.
  • Demonstrate the ability to use the prescribed office reference manual and/or medical texts to verify the correct usage of punctuation marks, numbers, capitalization, abbreviations, compound adjectives, etc., as they relate to medical terminology contained in the assignments to be produced both in- and out-of-class.

Produce all required assignments and tests to mailable business standards within prescribed time limits.
  • Produce assignments and tests to mailable standards while demonstrating competence in proof-reading and editing and in using correct medical formats and procedures.
  • Employ time management principles to ensure accomplishment of weekly performance outcomes, which will be established jointly by the professor and the students.

Follow verbal and written instructions.
  • Demonstrate the ability to listen to, comprehend, question if necessary and/or appropriate, and carry out verbal or written instructions pertaining to the production of documents.

Mode of Instruction
Students will read assigned topics from the prescribed textbook prior to class.  A presentation related to the assigned reading will be given by the professor; this may be augmented by the use of transparencies, chalkboard demonstration, film, or guest speaker.  Classroom discussion, analysis of the topic, and role-playing situations may be used to facilitate the learning process.  A quiz or assignment related to the assigned topic must be completed within a specified time frame.

Blended models of delivery may also be available.

In addition to the scheduled classes, students must anticipate spending at least an equal amount of out-of-class time in order to prepare for and/or complete the required assignments.

Prescribed Texts
Administrative and Clinical Procedures for the Canadian Health Professionals. Valerie D. Thompson. Pearson Ed. 2010, Latest Edition.

Reference Material
Seneca College School of Office Administration Custom Publication of Office Systems, by Yolande Bissonnette and Velma McNulty, Thomson Nelson, Latest Edition.
The Gregg Reference Manual, Sabin, Millar, et. al, McGraw-Hill Ryerson Limited, Latest Edition.

Taber's Cyclopedic Medical Dictionary., F. A. Davis Company, Philadelphia,  (indexed edition), Latest Edition.

An English dictionary

Promotion Policy

Grading Policy
A+ 90%  to  100%
A 80%  to  89%
B+ 75%  to  79%
B 70%  to  74%
C+ 65%  to  69%
C 60%  to  64%
D+ 55%  to  59%
D 50%  to  54%
F 0%    to  49% (Not a Pass)
OR
EXC Excellent
SAT Satisfactory
UNSAT Unsatisfactory

For further information, see a copy of the Academic Policy, available online (http://www.senecacollege.ca/academic-policy) or at Seneca's Registrar's Offices.


Modes of Evaluation
Since this is a professional credit subject, marking standards reinforce professional practice by demanding legible, tidy work. Written materials should be well organized, correctly formatted and grammatically correct, with proper spelling and punctuation.

Please Note

  • Assignments, tests and the final examination are evaluated on subject knowledge as well as correct language usage, organization, and mastery of the subject. 
  • In recognition of the significance of proper language skills in the workplace, marks are deducted, in accordance with departmental policy, for language errors on all tests, assignments and exams. (i.e. spelling, grammar, word usage, sentence, and paragraph structure, etc.) 
  • Assignments
  • The student must retain a copy of all assignments.
  • If assignments are handed in late without sufficient medical or other reason, which must be documented and approved, two marks per day will be deducted for each day the assignment is late up to a maximum of 10 marks in total. 
  • Assignments will not be accepted after the return of graded assignments to the class and/or the provision to the class of the answers to the assignment.
  • Written assignments must be word processed. At the professor’s discretion, assignments that are not word processed, may be subject to mark deduction or not accepted. 
  • For particulars, please obtain standards, dates, etc. from your instructor

Absenteeism and Tests
  • Students should be aware that absenteeism will impact on their ability to achieve satisfactory grades.
  • If you miss a test, you must provide the reason in writing to the instructor within one week.  If your reason is accepted, the weighting of that test will be added to that of the final exam.  Otherwise, you will be given a zero for the test.  You must submit an original doctor’s certificate identifying the date, length of time of expected absence and the specific reason for your absence,  or other appropriate documentation.
  • Progress tests and quizzes may not be announced in advance and details of the assignment requirements may be explained in class.

Final Exam/ Final Assignment
  • Students must attain a grade of at least 50% to pass the course.

Field Placement Requirements

Students who do not successfully complete all professional subjects may not be eligible for placement. 

Academic Honesty

Students at Seneca College are expected to be honest and forthright in their academic endeavours.  When students cheat on an examination, steal the words or ideas of another, or falsify their research results, it corrupts the learning process. A Seneca College degree, diploma or certificate signifies to society mastery of a set of defined learning outcomes in a designated field of study. If academic credit is obtained dishonestly, the value of every graduate's diploma in the field of study is diminished, as is the reputation of the college as a whole.

Penalties for Academic Dishonesty

The penalty for a first offence is a grade of '0' on the assignment or examination. The penalty for the second offence is expulsion for a time period determined by the Academic Honesty Committee, normally for a minimum of three semesters.

For further information refer to the policies section of the Seneca College student handbook, or to the following website: http://library.senecacollege.ca/Academic_Honesty/.

Grading is based on the following marking scheme: 

Presentation 20%
Assignments 20%
Term Test 20%
Final Exam 40%

Materials permitted into tests and exams are at the discretion of the instructor.

To measure the student's knowledge of both the theory and practice of medical office procedures, the grading of all assignments and tests will be based on the following criteria:
  • Correctness of work and quality of workmanship
  • Ability to follow verbal and written instructions
  • Correct language usage
  • Organization of work
  • Judgement and decision-making ability 
  • Time management

Assignments must be submitted on the specified due date in order to provide on-going feedback and to facilitate the learning process.

Approved by: Sandra Noble