Healthcare Administration #2

Determine commonly used documents that are composed in a medical office

-patient information form
-consent forms
-patient rights and responsibilities
-medical questionnaires
-patient financial responsibility

List procedures to maintain a healthcare provider's schedule

-start on time
-forge a timeline
-make sure the schedule reflects the patient mix
-group similar patients

Demonstrate procedures to schedule patient appointments

-book over the phone
-in-person
-online

Identify procedures to register patient

-fill out registration form
-get patient signature

Identify the parts of a patient chart

-main complaint
-medical history
-assessment and plan
-orders
-notes

State rules to maintain patient confidentiality according to Health Insurance Portability and Accountability Act (HIPAA) regulations

-talk softly
-be vague when leaving messages
-keep records locked when not using them
-turn computer screens away from the public
-have staff members use passwords to access online material

Identify procedures to sort and process mail

1. gather the necessary equipment
2. open all letters and check for enclosures
3. use a paper clip to attach the enclosures to the letter
4. date-stamp each item
5. sort the mail into categories
6. dispose of miscellaneous advertisements unless directed otherwise
7. distribute the mail to the appropriate staff members

Identify common elements of a patient's medical history

-chief complaint
-history of present illness
-review of systems
-social history

List procedures to record and report vital signs

1. select vitals
2. enter the blood pressure values
3. enter the oxygen saturation
4. enter the respiration rate
5. enter the waist circumference
6. enter the pulse rate of the patient
7. enter the height and weight
8. enter the glucose level
9. enter hemoglobin value
10. enter the hip circumference.
11. enter the position of the patient when recording vitals.
12. enter the temperature
13. enter the provider who performed the vitals
14. enter the additional details in notes

Identify charting techniques

-typed
-handwritten

Identify national, state, and local standards for workplace safety

state, national, and local OSHA laws

Determine laws governing healthcare professionals

-HCQIA
-OSHA
-HIPAA
-EMTALA
-HITECH

State the purpose of a patient's "Bill of Rights"

-fair treatment
-autonomy
-patient information standards

Explain laws and standards associated with employment and labor

-FLSA
-Wagner Act
-OSHA
-ERISA
-FMLA

Explain the purpose of Material Data Safety Sheets (MSDS) used in a healthcare setting

used to provide hazardous material information and first aid procedures

Explain laws associated with harassment

-outlaws harassment and provides punishments, usually prison time or fines
-Title VII of the Civil Rights Act
-Age Discrimination in Employment Act
-Americans with Disabilities Act

Determine licensure and certification needed by healthcare professionals

-professional medical degree
-state licensure
-residency

Identify standards of the Health Insurance Portability and Accountability Act (HIPPA)

you can't release sensitive information without consent

Identify threats to patient confidentiality

-electronic records
-emails
-faxing
-phone calls
-printers

expressed consent

consent given verbally or in writing

implied consent

consent given through actions, inferences, or silence

informed consent

consent granted after the patient has received all necessary information

Identify practices and behaviors that result in malpractice, liability, and/or negligence

-misdiagnosis
-giving incorrect medicine
-not documenting soon enough
-not monitoring a patient's condition
-altering a medical record
-not following policies correctly

Identify ethical issues related to healthcare

-reporting unethical behaviors
-conflicts of interest
-genetics and reproductive medicine
-personal values

Identify appropriate work habits and ethics

-appearance
-attitude
-attendance
-character
-communication
-cooperation
-organization
-productivity
-respect
-teamwork

Describe the various forms of communication common to healthcare

-verbal
-non-verbal
-electronic
-interhospital
-intrahospital

Discuss the role of letters, memos, and reports in the healthcare business

records information

Manage telephone communications and use appropriate techniques to gather and record information

-use dark ink
-correct spelling
-no erasing
-only use accepted medical abbreviations
-brief and complete entries

Describe and analyze the impact of cultural diversity on the communication process

different cultures communicate differently

Employ appropriate communication strategies for dealing with dissatisfied customers

-face-to-face discussions
-remain calm
-be understanding
-apologize

Identify techniques to respond to the emotional needs of patients and families

-supportive listening
-supportive gestures

Identify appropriate responses to difficult patient's behavior

-be understanding
-stay calm
-find underlying cause
-look for a solution
-try to connect

Analyze the need for effective communication with members of interdisciplinary teams

understand information quickly and accurately

Identify procedures for and complete a balance sheet

-assets
-liabilities
-income
-expenses
-capital

List procedures to bill patient

-registration
-insurance eligibility and verification
-medical coding of diagnosis, procedures, and modifiers
-charge entry
-claims submission
-payment posting

Define procedures for processing past-due accounts

-reach out to inquire
-don't use threatening language
-don't give away information to other people
-be understanding
-be patient

Identify procedures for and make a bank deposit

-fill out deposit slip
-give slip to teller

Identify procedure for and reconcile a bank statement

1. compare deposits
2. adjust bank statements
3. adjust cash account
4. compare balances

Identify procedures to maintain a petty cash fund

1. determine the amount of petty cash required
2. write a check to "Cash" to establish the petty cash fund
3. store the cash in a locked box under the control of a trusted employee
4. as the cash in the fund is depleted, gather all the receipts and total them
5. write a check to "Cash" to replenish the fund for the total of the receipts

Identify common financial forms used in healthcare

medical billing forms

List types of health insurance coverage

-HMO
-PPO
-Medicare
-Medicaid
-EPO

Identify procedure for obtaining insurance authorization for patient treatment or testing

-write a recommendation for the patient's treatment
-communicate with insurance company

Identify commonly used insurance forms and statements

-power of attorney
-medical claim
-Certificate of Coverage

Identify procedure for processing referrals

1. improve internal office communication
2. engage the patient in scheduling
3. facilitate the appointment
4. track referral results
5. analyze data for improvement opportunities
6. gather patient feedback

Interpret an explanation of benefits (EOB's) form

statement sent by insurance company about what medical services were paid for on their behalf

Identify procedures for submitting insurance claims

1. collect itemized receipts
2. complete a claim form
3. make at least one copy
4. review, call, and send
5. wait

Identify components of the medical record

-history of present illness
-past medical history
-chief complaints
-results of physical examinations
-diagnosis
-family medical history
-progress notes
-prescriptions and refill orders

Determine procedures to code medical records

1. query, if necessary
2. code the diagnosis
3. code the procedure
4. confirm medical necessity
5. double-check

Identify procedures for filing medical records manually or electronically

1. verify that material has been seen by doctor and has been checked and initialed
2. separate by filing captions
3. attach index caption on top of materials
4. arrange coded material in alphabetical order
5. place materials in file cabinets or drawers/shelves with appropriate index and code captions

Identify the phases of the record life cycle

1. creation
2. maintenance
3. disposition

List procedures for aseptic hand washing

1. remove all jewelry
2. turn on faucet using a paper towel
3. wet your hands and apply liquid soap
4. work soap into a lather and scrub hands for at least two minutes
5. keep your hands at a lower angle than your elbows to prevent the dirty water from running back onto your arms
6. interlace your fingers to clean between them
7. scrub your fingernails with a nail brush
8. dry your hands with clean paper towels
9. turn off the faucet using a clean paper towel

Identify infection control techniques to prevent transmission of infectious disease

-disinfection and sterilization
-hand hygiene
-isolation precautions
-surgical masks
-proper handling of needles

Identify procedures to dispose of bio-hazardous materials

1. identify
2. count
3. notify
4. manage
5. transport
6. recycle
7. treat
8. dispose

Detail proper technique for handling clean and soiled linens and clothing

-always wear reusable rubber gloves before handling soiled linen
-never carry soiled linen against the body
-carefully roll up soiled linen to prevent contamination of the air, surfaces, and cleaning staff
-do not shake linen
-if there is any solid excrement on the linen, such as feces or vomit, scrape it off carefully with a flat, firm object and put it in the commode or designated toilet/latrine
-place soiled linen into a clearly labeled, leak-proof container in the patient care area
-reprocess the designated container for soiled linen after each use
-if reusable linen bags are used inside the designated container, do not overfill them, tie them securely, and launder after each use

Identify standard precautions used in healthcare

-gown
-mask
-gloves
-cap
-protective eyewear

Detail procedures to clean, sterilize, and prepare instruments and supplies

1. rinse
2. clean
3. dry
4. reuse or autoclave
5. cold sterilization

List factors that promote and inhibit growth of microorganisms

-temperature
-pH levels
-moisture
-oxygen levels

Identify ways the body protects against microorganisms and infection

-experience
-white-blood cells
-antibodies

Identify common elements of a patient's medical history

-chief complaint
-review of systems
-past family and social history
-history of present illness

List patient responses during testing or treatment

-responsive
-unresponsive

Identify software and its common applications to the healthcare industry

makes it easier/more accurate for doctors to diagnose

Explain the purpose, operation, and care of hardware components

protects patients from misdiagnosis and provides better treatments

Identify key words used to search and navigate the Internet using a search engine

-how
-why
-what
-when

Analyze emerging technologies used by the healthcare industry

-AI
-voice search
-virtual checkups
-sensors

Identify and use appropriate resources to obtain assistance

-help menu
-manuals
-websites
-search engines

Process an account's payable invoice

1. capture general ledger (GL) code and match supporting documents
2. send invoices to authorized approvers to approve or reject invoices
3. authorize and submit invoices for payment in a financial system
4. process invoices for payment via common payment methods
5. archive invoices and payment information in the GL and for audit purposes

parts of a computer system

-input
-processing unit
-memory and storage
-output

hardware

physical components of a computer

software

programs and code inside the computer

input device

device used to enter data into a computer

central processing unit (CPU)

performs instructions defined by software

program

series of detailed instructions that tell the computer what to do

computer language

system of symbols used to communicate with a computer

Identify tools, diagnostic procedures and troubleshooting techniques for components and operating systems for personal computers, laptops and portable devices

-virus scan
-check WiFi connection
-update software

Identify tools and diagnostic procedures to troubleshoot printers and scanners

-fix damaged cables
-check for a paper jam
-perform self-test
-reboot printer