COURSE NAME/NUMBER:Front Office Procedures I MEDA120

HOURS/CREDITS:4Credits

CLASS LOCATION/TIMES:Location:Building BRoom 125

Days & Times:Monday, Wednesday, Friday

See class schedule for times

PREREQUISITES:None

COURSE DESCRIPTION:This course provides students experience and knowledge in the skills necessary for assisting in the front office. An emphasis is placed on becoming a successful student and how that relates to becoming a successful medical assistant in the healthcare industry. Professional behavior in the workplace as well as interpersonal skills and human behavior are explored. Computers in the medical office, telephone techniques, appointment scheduling and patient reception are also discussed.

INSTRUCTOR:Lea Hoffman

OFFICE HOURS/CONTACT INFORMATION:

Office Hours: 7:30-8:00 a.m.; 2:30-3:00 p.m.

(By appointment)

Office Location: Building B, Room 109

Phone: (425) 235-2352 Ext. 5734

Email:

COURSE OBJECTIVES (Course Competencies):Upon successful completion of this course the student will be able to:

  1. Assess the importance of developing professional behaviors as a

member of the allied health team.

  1. Evaluate the concept of critical thinking and how it affects your actions.
  2. Examine your learning preferences.
  3. Interpret how your learning style impacts your success as a student.
  4. Apply time management strategies to make the most of your learning opportunities.
  5. Utilize problem solving techniques to mange conflict and barriers to your success.
  6. Integrate effective study skills into your daily activities.
  7. Design test taking strategies that help you take charge of your success.
  8. Incorporate critical thinking and reflection to make mental connections as material is learned.
  9. Identify two ancient mythologies that contributed a major portion of our medical terminology.
  10. Distinguish between and describe the two medical symbols in general use today.
  11. Name and briefly explain the content of the oath that is often administered to new physicians.
  12. Explain the impact of John Hopkins on medical education in the United States.
  13. List at least five medical pioneers and their contributions to the medical profession.
  14. Explain the role of the world healthcare organizations.
  15. Discuss the various types of ambulatory care.
  16. Distinguish among the different types of doctors.
  17. Discuss the accomplishments of one of the medical leaders of the millennium.
  18. Briefly discuss the history of medical assisting as a profession.
  19. Differentiate between administrative and clinical medical assisting duties.
  20. Discuss the versatility of a career in medical assisting.
  21. Explain the reasons “bargain help” is often the most expensive.
  22. Identify several considerations when choosing a position as a medical assistant other than financial compensation.
  23. Discuss the aspects of the medical assistant’s performance on a successful externship.
  24. List three acceptable behaviors on the externship site.
  25. Discuss the difference between a CMA and an RMA.
  26. Discuss several of the characteristics of professionalism.
  27. Explain why confidentiality is so important in the medical profession.
  28. Discuss the role of the medical assistant’s attitude in caring for patients.
  29. List some examples of office politics.
  30. Identify specific ways that teamwork can be promoted in the physician’s office.
  31. Discuss the meaning of insubordination and why it is grounds for dismissal.
  32. Identify several categories of prioritizing tasks and their meaning.
  33. Discuss goal setting and how it helps in achieving career success.
  34. Explain why first impressions are critically important.
  35. Differentiate between verbal and nonverbal communications.
  36. Explain the different levels of spatial separation.
  37. Discuss the value of touch in the communication process.
  38. Describe the elements of the transactional communication model.
  39. Explain some of the barriers to effective communication.
  40. List and explain the levels of Maslow’s hierarchy of needs.
  41. Discuss defense mechanisms and be able to recognize personal defense mechanisms you commonly use.
  42. Describe the value of listening.
  43. Explain the stages of grief.
  44. Discuss why physical and emotional needs affect our daily performance at work.
  45. List several ways that the computer can be effective in the medical office.
  46. Explain the basic functions that a computer performs and the computers basic parts.
  47. List three elements that differentiate microprocessors.
  48. Discuss the differences among various types of printers.
  49. Explain the importance of the motherboard.
  50. Explain and give examples of peripheral devices.
  51. List and discuss several types of file formats.
  52. Explain the concept of computer networking.
  53. Define the function of browsers and the importance of computer security.
  54. Determine and discuss the source of incoming calls to a physician’s office.
  55. Describe how one develops a pleasing telephone voice.
  56. Demonstrate the correct way to hold a telephone handset.
  57. Explain why courtesy is so important when speaking on the telephone.
  58. Discuss different ways to handle callers who wish to speak to the physician.
  59. List the seven items needed to take a telephone message correctly.
  60. Explain angry callers might be handled.
  61. Discuss how the medical assistant should handle callers with a complaint.
  62. List several questions to ask when handling an emergency call.
  63. Discuss several useful sections of the introductory pages of the phone directory.
  64. Demonstrate the correct way to answer the telephone in the office.
  65. Demonstrate the correct way to accurately record a message and take a request for action.
  66. Demonstrate the most efficient way to call in a prescription or prescription refill to a pharmacy.
  67. Discuss the three things that must be considered when scheduling appointments.
  68. Explain the features that should be considered when choosing an appointment book.
  69. Discuss the advantages of computerized appointment scheduling.
  70. Explain how self-scheduling would reduce calls to the medical office.
  71. List and explain at least three methods of appointment scheduling.
  72. Explain the basic procedure to follow when the office is behind schedule.
  73. Discuss offering choices to patients when scheduling appointments.
  74. Explain the importance of legible writing in the appointment.
  75. Discuss several methods of dealing with patients who consistently arrive late.
  76. Name several reasons for failed appointments.
  77. Demonstrate proper set-up of a scheduling matrix.
  78. Arrange appointments for one day.
  79. Schedule a new patient for a first office visit.
  80. Schedule a patient for an out patient procedure.
  81. Schedule for an inpatient admission and surgical procedure.
  82. Explain the purpose of the office mission statement.
  83. List several patient amenities and why these are important additions to the medical office.
  84. Describe how to prepare for patient arrivals. Explain why it is important to use the patient’s name as often as possible.
  85. Discuss how the medical assistant may help the patient prepare for an examination.
  86. List and explain two methods of chart placement.
  87. Discuss how the medical assistant might deal with talkative patients.
  88. Explain how the medical assistant can recall closing duties.
  89. Discuss ways to make the patient feel at ease and comfortable in the medical office.
  90. Correctly prepare charts for registered patients who are scheduled.
  91. Demonstrate the correct way to register a new patient.

PARTICIPATION AND MAKE-UP POLICY: Throughout the Medical Assistant Program, an outstanding work ethic is emphasized and encouraged. Participation and professionalism are essential to your success as a student and as a Medical Assistant. Ten percent of your grade involves participation and professionalism.Participation points will be deducted at a total of 1 point per 60 minutes of class time missed for each subject. Point deductions will be broken down in 15 minute increments. For example: 0-15 minutes = 0.25 points, 16 -30 minutes = 0.50 minutes, etc.

If you must be absent, make arrangements beforehand to have a fellow student obtain any handouts and reading assignments you miss. You are also responsible for getting assignments from a fellow student by phone or email when you are absent in order to complete an assignment on time. Students missing three (3) or more consecutive class days due to illness are required to submit a note from their healthcare provider certifying they physically able toreturn to the classroom. The full attendance policy is outlined in your medical assistant packet.

PROFESSIONALISM points are based on the mid-term and final quarterly professional behavior evaluation in addition to the student’s daily professional behavior.

NATURE OF THE COURSE: To accommodate a wide variety of learning and personal styles many different instructional approaches may be used including: lecture, group discussion, demonstrations, interactive exercises, role playing, video programs, computer based training, student research, self directed learning projects and collaborative teaching with Program Instructors

COURSE OUTLINE: See attached document

GRADING: Grades are based on the following weighted categories and assigned the corresponding decimal grade:

Professionalism5%

Participation5%

Homework15%

Quizzes20%

Mid Term/Paper25%

Final Exam30%

(Grading scale appears on the last page of the syllabus.)

TEXT:Young, Alexandra Patricia. Kinn’s The Medical Assistant, An Applied Learning Approach. Eleventh Edition.Dallas, Saunders, 20011.

Young, Alexandra Patricia. Kinn’s The Medical Assistant Study Guide. Eleventh Edition.Dallas, Saunders, 20011.

RESOURCES:

EMERGENCY INSTRUCTIONS FOR INCLEMENT WEATHER: In case of weather closure of the RTC Campus, class will be cancelled. Call the school at (425) 235-2352 and choose option 9 for weather closure information. Information will also be available on the website ( and local television and radio stations.

CLASSROOM MANAGEMENT POLICIES:

Renton Technical College recognizes and values diversity between students on campus, including cultural diversity, diversity of age, life style, race, religion, and financial backgrounds. Students are expected to listen respectfully to others and conduct themselves professionally in the classroom, at clinical sites, and at all campus related activities.

Certain behaviors will not be tolerated. Students engaging in those behaviors will be asked to leave the classroom and appropriate disciplinary steps will be taken. Students will also lose all their professionalism points for the day.

Examples are:

  • Unprofessional or disruptive behavior
  • Sleeping in class
  • Inappropriate attire
  • Foul language
  • Sexual harassment

Cheating and Plagiarism: As outlined in the Allied Health Department Handbook, Renton Technical College has a zero tolerance policy towards cheating and plagiarism. On a paper or presentation, if wording is taken directly from any source without giving credit to the source, the student will receive a zero (0) on that paper or presentation. When there is doubt, the instructor will make the final judgment on whether plagiarism has occurred.

Cheating occurs on a quiz, mid-term or final the student will not receive credit and will be subject to disciplinary action.

Disciplinary action includes, but is not limited to, the student receiving a zero (0) on a test, paper or presentation up to and including immediate expulsion from the program.

Reading Assignments: The student is responsible for reading all assigned material prior to the lecture. Much more can be gained from the classroom discussion if there is some basic familiarity with the content.

Quizzes: There will be quizzes given approximately once a week. A Pop Quiz could be given at any point when the instructor needs to evaluate how much information is being assimilated by the students. Pop Quizzes cannot be madeup. The first time an absence occurs 10% of the total possible points will be deducted from the quiz; the second absence 30% will be deducted and the third absence 50%will be deducted from the quiz. Students will not receive credit for a pop quiz if they are absent. The student must make arrangements with the instructor outside of class time to make up a quiz. Arriving more than 10 minutes late for a quiz will be considered an absence.

Mid Term and Final: There will be a mid-term given after which the student and instructor will meet and discuss progress as necessary. A final exam will be given during the last week of the quarter. You will lose one letter grade for every day the final examination is not taken from the date it is offered to the rest of the class. The mid-term and cumulative final will be proctored and may be administered in any form (written, oral, online, etc.).

Homework: is due on the assigned date and must be complete to earn homework points. Incomplete homework must be submitted within one school day of the due date to receive points. If a student is absent on the day homework is due the homework is considered late and must be submitted the day the student returns to school to earn points, unless a copy of the homework is submitted via email before class starts. Points are earned as follows:

Submitted on time and complete10 points

Submitted late and complete 5 points

Note: Information contained in this syllabus is subject to change.

Allied Health Grading Scale 2011

Decimal Grade / Grade Percent / Letter Grade Equivalent
4.0 / 100 / A
3.9 / 99
3.8 / 98 / A-
3.7 / 97
3.6 / 96
3.5 / 95
3.4 / 94 / B+
3.3 / 93
3.2 / 92
3.1 / 91 / B
3.0 / 90
2.9 / 89
2.8 / 88 / B-
2.7 / 87
2.6 / 86
2.5 / 85
2.4 / 84 / C+
2.3 / 83
2.2 / 82
2.1 / 81 / C
2.0 / 80
1.9 / 79 / C-
1.8 / 78
1.7 / 77
1.6 / 76
1.5 / 75
1.4 / 74 / D+
1.3 / 73
1.2 / 72
1.1 / 71 / D
1.0 / 70
0.9 / 69 / D-
0.8 / 68
0.7 / 67
0.0 / 66 or less / F

Note:Students must earn at least a grade or 2.0 (80%) in each course to continue in the Medical Assistant Program.

1

Front Office Procedures I

MEDA 120

Revised September 2012