MEDICAL OFFICE PROCEDURES - BTECH 253 (5 credits)
Name: ___________________________ Date: __________ Quarter: __________
Contact Number(s): _________________ E-Mail: __________________________
SID #: ____________ Class Day/Time: _____________ Instructor: ___________
ADMINISTRATIVE MEDICAL ASSISTANT MEDICAL MANAGER
Testing Your Knowledge (10%)
STUDENT STUDY GUIDE (20%)
Unit 1 (week 6)
Chapter 9, Telephone Unit 2 (week 7)
Study Guide Unit 3 (week 7)
Chapter 10, Scheduling Unit 4 (week 8)
Study Guide Unit 1-4 Concepts Eval. (week 8)
Chapter 11, Patient Reception Unit 5 (week 8)
Study Guide Unit 6 (week 8)
Chapter 12, Office Environment Unit 7 (week 9)
Study Guide Unit 8 (week 9)
Chapter 13, Written Communication Unit 9 (week 10)
Study Guide Unit 5-9 Concepts Eval. (week 10)
Chapter 14, Medical Records Average
Chapter 21, Professional Fees Printed Reports (30%) *
Chapter 22, Parts 1-3 Unit 1 Reports (week 6)
Study Guide Unit 2 Reports (week 7)
Average Study Guide Unit 3 Reports (week 7)
Unit 4 Reports (none) NA
Meetings with Instructor (5%) Unit 5 Reports (week 8)
(three times) Unit 6 Reports (week 8)
Unit 7 Reports (week 9)
Average Unit 8 Reports (week 9)
Comprehensive Eval (week 10) (5%) *
Unit 9 Reports (week 10)
ASSIGNMENTS (10%) Average
Week 2 - Procedure Page FINAL GRADE
Week 5 - Procedure Page Administrative Medical Assistant
Student Study Guide (20%)
Average Assignments (10%)
Meetings with Instructor (5%)
Exam 1 (week 3) Testing Your Knowledge (10%)
Exam 2 (week 4) Printed Reports * (30%)
Exam 3 (week 6) Comprehensive Eval. * (5%)
Average FINAL GRADE
* All Medical Manager data entry and printed reports must be completed on Campus.
PIERCE COLLEGE AT FT. STEILACOOM
BUSINESS INFORMATION TECHNOLOGY DEPARTMENT
MEDICAL OFFICE PROCEDURES - BTECH 253
Grade of 2.0 or better in BTECH 150 or instructor’s permission.
II. STUDENT OUTCOMES: After completing Medical Office Procedures, students
will be able to do the following:
Identify medical office career opportunities and the skills needed to fill them.
Demonstrate an understanding of the historical background of modern
Identify the current medical care delivery system in the U.S.
Discuss medical ethics applications.
Demonstrate an understanding of medical liability and how it affects health
Demonstrate familiarity with computer systems in a medical office setting.
Follow correct procedure for patient reception.
Follow the guidelines for scheduling patient appointments and medical office
Follow the guidelines for telephone calls and mail that the medical office
assistant is able to handle independently.
Describe different types of record systems and the reasons for keeping good
Explain how a physician's fee profile is determined and the meanings of
professional courtesy and third-party liability as well as other terms relating to
Define vocabulary terms and procedures pertaining to accounting and
accounting systems as well as banking services.
List items to be addressed in developing a medical office credit policy and
understand collection procedures.
Establish and maintain an office inventory and ordering system.
Identify the purpose and goals of an office procedures manual.
BTECH 253 Page 2
III. REQUIRED MATERIALS
Kinn’s The Administrative Medical Assistant, 6th ed., Alexandra P. Young,
Saunders Co., 2007. www.elsevierhealth.com.
Student Study Guide, Kinn’s The Administrative Medical Assistant – An Applied
Learning Approach, 6th ed., Alexandra P. Young, Saunders Co., 2007.
The Medical Manager Student Edition, Version 10.0 for Windows, Richard
Gartee, Delmar, 2003.
Three Scantron sheets for tests.
Storage Device: USB Flash Drive recommended
Internet Access (available in the BSC).
IV. OVERALL GRADING
The Administrative Medical Assistant (Weeks 1-5)
Student Study Guide -- 20% of final grade
Procedure Pages (2) -- 10% of final grade
Exams -- 20% of final grade
Instructor Appointments -- 5% of final grade
Medical Manager (Weeks 6-10)
Testing Your Knowledge -- 10% of final grade
Printed Reports -- 30% of final grade
Comprehensive Exercise -- 5% of final grade
You may work on Medical Manager during BSC lab hours Monday – Friday.
The program is also available on weekends in Room N-121. Work must be
completed on Campus.
Course Completion Requirements
Read assigned chapter material.
Complete all study guide assignments as outlined in the assignment
When an assignment is completed, proofread it with the answer key
located in the solution manual or your textbook .
Complete tests within the timelines as listed in the assignment schedule.
Meet at least three times with your instructor to review and discuss your
Prepare procedure pages as instructed in the syllabus.
BTECH 253 Page 3
Week 1 Read Chapter 9 - Telephone Techniques pp. 147-167
Complete Vocabulary Review pg. 77 in Study Guide
Complete Parts I – VII pp. 78-87 in Study Guide (Omit Part V)
Take the Quiz for Chapter 9 pg.89 in Study Guide (for exam preparation
Make appointments to meet with instructor
Week 2 Read Chapter 10 - Scheduling Appointments pp. 169-188
Complete Vocabulary Review pg. 91 in Study Guide
Write a Procedure Page to verify appointments or a topic related to
telephone techniques. Get instructor approval for your topic.
Complete Parts I – VIII pp. 92 – 97 in Study Guide
Take the Quiz for Chapter 10 pg. 99 in Study Guide (for exam preparation
Instructor appointment date: _______________________________
Read Chapter 11 - Patient Reception and Processing pp.189 – 202
Complete Vocabulary Review pg. 119 in Study Guide
Complete Parts II –VII pp. 120 – 122 in Study Guide (Omit Part I &
Internet Activity #2 pg. 124 in Study Guide
Take the Quiz for Chapter 11 pg. 125 in Study Guide (for exam
Week 3 EXAM 1: Chapters 9 – 11
Read Chapter 12 - Office Environments and Daily Operations pp. 203
Complete Vocabulary Review pg. 127 in Study Guide
Complete Parts I – VII pp. 127 – 131 in Study Guide (Omit V, VI, VII)
Take the Quiz for Chapter 12 pg. 133 in Study Guide (for exam
Read Chapter 13 - Written Communications and Mail Processing pp.
223 – 248
Complete Vocabulary Review pg. 141 in Study Guide
Complete Parts I – III pp. 142 – 145 in Study Guide (Part III: Omit D)
Note for Ex. E: Prepare a coversheet & fax it along with Letter A to
your instructor @ 964-6451 – A fax from Word templates is acceptable.
Take the Quiz for Chapter 13 pg. 149 in Study Guide (for exam
Instructor appointment date: __________________________________
BTECH 253 Page 4
Week 4 Read Chapter 14, Medical Records Management pp. 249 - 280
Complete Vocabulary Review pg. 163 in Study Guide
Complete Parts I – VI pp. 164 – 172 in Study Guide
Complete Internet Activity – Filing Tips pg. 173 in Study Guide
Take the Quiz for Chapter 14 pg. 175 in Study Guide (for exam
EXAM 2: Chapters 12 – 14
Week 5 Read Chapter 21 - Professional Fees, Billing, and Collecting pp. 399 –
Complete Vocabulary Review pg. 253 – 254 in Study Guide
Complete Parts I – III pp. 254 – 260 in Study Guide
Take the Quiz for Chapter 21 pg. 263 in Study Guide (for exam
Write a Procedure Page from Chapter 21 or 22 – see instructor for topic
Read Chapter 22 - Banking Services and Procedures pp. 429 – 452
Complete Vocabulary Review pg. 283 in Study Guide
Complete Parts I – V pp. 284 – 289 in Study Guide
Take the Quiz for Chapter 22 pg. 291 in Study Guide (for exam
Week 6 EXAM 3: Chapters 21 -22
Instructor appointment date: _______________________________
Weeks 6-10 You will now begin working with the Medical Manager text and
software. It is important that you begin Medical Manager by Week 6
in order to complete it by the end of the quarter.
All printed reports must have your name, the name and page number
of the report, and the instructor’s name on the top of the page.
Printouts must be correct before continuing. See instructor or
instructional technician if you have questions. Proofread all “Testing
Your Knowledge” answers against the student answer key before
handing them in to your instructor.
Read Unit 1, “Using the Medical Manager,” pages 1-50 in The Medical
Manager textbook. Complete Testing Your Knowledge, page 51.
Proofread your answers against the student answer key and mark any
errors or changes you would like to make, and then hand it in to your
Follow the steps listed on Page 14 of Unit 1 to start the Medical
Manager software. Please see the instructor or instructional
technician if you need assistance. A table of all required printouts is
provided at the end of this syllabus. Check your printouts against the
student key and hand them in to the instructor.
BTECH 253 Page 5
Unit 2: Building Your Patient File
Before beginning the steps in Medical Manager, it is wise to read the
entire chapter first, then go back and highlight the steps before
completing. Complete all exercises, including Testing Your Knowledge,
pages 121-122. Proofread your answers with the student answer key and
hand it in to the instructor to be checked off.
Unit 3: Posting Your Entries
Complete all exercises, including Testing Your Knowledge, pages 165-
166. Proofread your work against the student answer key and hand it in.
Unit 4: Editing Prior Entries
Complete all exercises, including Testing Your Knowledge, page 189-190
and Units 1-4, Concepts Evaluation, pages 191-192. Proofread your work
against the student answer key and hand it in.
Unit 5: Office Management/Appointment Scheduling
Complete all exercises, including Testing Your Knowledge, pages 225-
226. Proofread your work against the student answer key and hand it in.
Unit 6: Practice Management
Complete all exercises, including Testing Your Knowledge, pages 289-
290. Proofread your work against the student answer key and hand it in.
Unit 7: Report Generation
Complete all exercises, including Testing Your Knowledge, page 313.
Proofread your work against the student answer key and hand it in.
Unit 8: Advanced Functions
Complete all exercises, including Testing Your Knowledge, pages 359-
360. Proofread your work against the student answer key and hand it in.
Complete the Comprehensive Evaluation, pages 350-358. This is
considered a test for the Medical Manager portion; therefore, no academic
assistance will be provided during the Comprehensive Evaluation.
Unit 9: Today’s Medical Office
Complete all exercises, including Testing Your Knowledge, pages 387-388
and Units 5-9, Concepts Evaluation, pages 389-390. Proofread your work
against the student answer key and hand it in.
BTECH 253 Page 6
Medical Manager List of Required Printed Reports Due
Unit 1 (Week 6), Page 33, Ex. 8 Diagnosis Code Report
Insurance Plan Report; Service Facility Report; Doctor/Practice
Page 35, Ex. 9
Report; Referring Doctor Report
Page 43, Ex. 10 Procedure Code Report
Unit 2 (Week 7), Page 118, Ex. 8 Guarantors’ File Report
Unit 3 (Week 7), Page 161, Ex. 9 Daily Report for 01/10/03
Unit 4 No reports
Unit 5 (Week 8), Page 211, Figure 5-19 Appointments Worksheet Report
Page 214, Ex. 10 Hospital Rounds Report
Page 219, Ex. 12 Daily Report for 02/03/03
Unit 6 (Week 8), Page 231, Figure 6-4a Insurance Pre-billing Worksheet
Page 233, Ex. 1 Printing Insurance Forms
Page 234, Ex. 2 Daily Report for 02/04/03
Page 257, Ex.9 Daily Report for 02/17/03
Page 259, Ex. 11 Insurance Pre-billing Worksheet
Page 272, Ex. 19 Insurance Pre-billing Worksheet and Insurance Billing
Page 273, Ex. 21 Daily Report for 03/14/03
Page 284, Ex. 27 Daily Report for 03/20/03
Unit 7 (Week 9), Page 293, Ex. 1 Guarantors’ Financial Summary Report
Page 296, Ex. 2 Summary Current Period Report
Page 298, Ex. 3 System Financial Summary
Page 304, Ex. 4 Daily Report for 03/31/03
Page 308, Ex. 6 Patient Statements
Page 310, Ex. 7 GL Transfer with Distribution Report
Unit 8 (Week 9), Page 326, Ex. 8 Daily Report for 04/03/03
Page 330, Ex. 10 System Aging Reports
Page 348, Ex. 11 Options 2, 3, 5, 6, and 9
(Week 10), Pages 350-358 Comprehensive Evaluation (This is considered a test)
Unit 9 (Week 10), Page 373, Ex. 2 Figure 9-8 (Page 374)
Page 379, Ex. 3 Figure 9-12 (Page 381)
Page 384, Ex. 4 Figure 9-18 (Page 385)
BTECH 253 Page 7
WRITING A PROCEDURE PAGE
Why Have a Procedure Manual?
Many medical offices have a procedure manual in their office developed by the entire staff and used for
the benefit of any employees working in the office. The procedure manual is constantly being updated
and changed to reflect any changes in the practice. It represents the flow of work and the correct way of
completing one’s duties in a medical office. In a medical office it may take up to two years to develop the
procedures manual if there isn’t one already in place.
Some of the reasons for having a procedures manual are as follows:
Acts as a performance guide.
Acts as a reference manual.
Less chaos and confusion over procedures
Provides legal protection.
Provides written knowledge.
Provides written accountability.
Keeps consistency in performing office procedures.
Enhances staff participation in the process of setting procedures.
Less time spent hunting for forms.
Creates a sense of unity in the office.
What Topics Are Included in a Procedure Manual?
Below is a sample medical office policy and procedure manual table of contents:
I. Privacy Basics
II. Patient Relations
IV. Medical Records
V. Release of Patient Information
VI. Financial Operations
VIII. Patient/Office Safety
IX. Employee Issues
X. Employer Issues
A procedure page might contain all or some of the following information:
Title of the page (states the topic)
Purpose statement (describes the purpose)
Definitions (defines any specialized vocabulary words used in the procedures page)
References (sites any outside references used in writing the procedures page)
Scope (identifies the audience and/or users of the procedure page)
Equipment and Supplies (necessary equipment or supplies for completing the procedure)
Procedural Steps (usually a sequentially numbered list of steps to follow in completing the task or
job for this procedure)
Effective Date (There should always be a date that the procedure page was prepared)
Policy Number (There should always be a policy procedure number for reference purposes)
Company Name (The name of the practice using the procedure page)
BTECH 253 Page 8
THE STUDENT ASSIGNMENT
What Do I Need to Do?
Read the attached sample procedure page. Identify the parts of the page. Notice how the paragraphs are
Assume you are the office manager in a small, one physician medical office. The physician asks you to
start putting together a procedure manual, because he is expecting to add another doctor to the practice.
This will mean additional patients, additional staff, and the need for standardized procedures. Throughout
this course, you will write three procedure pages for an office procedures manual. You will have the
choice of topics for your procedure pages as follows:
Week Two – Procedure Page Possible Topics
Chapter 9 & 10: failed and rescheduled appointments, telephone scheduling, late patients, handling
cancellations and delays on the physician’s part, or handling pharmaceutical representatives. OR
Chapter 11: preparing the waiting room each day or leaving the office for the day.
Note: Work with Instructor for topic approval.
Week Five – Procedure Page Possible Topics
Chapter 12, 13, or 14:
Note: Work with Instructor for topic approval.
You will write two procedure pages. They must come from a different chapter. The information you
collect can come from the textbook and one other outside resource, such as professional journals,
Internet searches, or other textbooks. When you use additional resources, you will need to site them
under a section called References in your procedures page. You will notice procedure pages in each
chapter of your textbook. They are written with a blue background and are identified by the chapter
number followed by a procedure number. You will want to study the procedure pages to get a feel for how
procedure pages are written.
Expectations of Student Procedure Page:
1. Communicate with your instructor regarding your topic.
2. You will be expected to use complete sentences and correct grammar.
3. You will be expected to demonstrate a clear understanding of your topic.
4. You will be expected to write clear instructions that could be easily understood by office staff.
5. Your procedure page should show evidence of critical thinking for the procedural steps.
6. When you are finished, spell check your document and proofread it for errors.
Grading of Procedure Page:
Mechanics 20 percent _____ X .20
Content 50 percent _____ X .50
Organization 15 percent _____ X .15
Professional Appearance 15 percent _____ X .15
See attached rubrics for further explanation of grading. All documents will be graded on a 4.0 scale.
BTECH 253 Page 9
MEDICAL OFFICE PROCEDURES
Procedure Page Rubrics
Grading: 4.0 (Effective) 3.0 (Competent) 2.0 (Inadequate) 1.0 (Seriously 0.0 (Unacceptable)
Content (50%) Content Shows competent Inadequate details Develops a vague Provides little or no
demonstrates a critical thinking. and understanding or limited point of information to
high level of Uses adequate of topic. Missing a view on the topic. support topic.
understanding of explanations. major point of Weak critical Missing three or
topic. Contains a Topic could have information. thinking. more major points.
high degree of included more Demonstrates a low Inappropriate or Lacks critical
substance. Written detail and level of insufficient thinking.
for appropriate substance. Missing understanding of information. Demonstrates little
audience including minor point of topic. Missing two major knowledge of the
all necessary information. points on the topic. topic.
Mechanics Free of spelling, Two errors: one Three errors; one Two Three
(20%) grammar, and spelling/grammar spelling/grammar spelling/grammar spelling/grammar
punctuation errors. error and one error and two or errors or four or errors or five or
punctuation error. more punctuation more punctuation more punctuation
errors. errors. errors.
Organization Is well organized Is generally Inadequate Poorly organized. Disorganized.
(15%) and clearly organized and organization of Three ideas are Shows no sign of
focused. focused. ideas. Lacks focus unfocused and focus in four or
Demonstrates Competent and coherence. document shows a more areas.
clear coherence coherence and Ideas are not lack of planning. Results in a
and smooth progression of sequenced well. Lacks coherence or disjointed,
progression of ideas. Sequence progression of disorganized paper.
ideas. Well of ideas could be ideas.
sequence of ideas.
Professional Shows consistency Two minor format Major format error or Major format error Two major format
Appearance with use of errors. Incorrect omission of a and two or more errors or five or
(15%) formatting. Applies spacing. significant part of the minor format errors. more minor errors.
font size and style document, such as a
appropriately to title or side heading.
add emphasis and Three or more minor
format applied for
title & subtitles and
BTECH 253 Page 10