Transcript Bayes7e_PPT_Ch05
Slide 1
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 2
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 3
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 4
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 5
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 6
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 7
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 8
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 9
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 10
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 11
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 12
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 13
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 2
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 3
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 4
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 5
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 6
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 7
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 8
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 9
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 10
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 11
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 12
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
Slide 13
OFFICE MANAGEMENT
Chapter 5
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
LEARNING OUTCOMES:
WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO
5-2
5.1
Design a medical office waiting area that exhibits the priority of patient comfort.
5.2
Identify three stress triggers in your own life and define at least one method of
reducing the associated negative stress.
5.3
Differentiate among three common leadership/ management styles.
5.4
Explain why an administrative medical assistant needs to know how to collect
and assimilate research data.
5.5
Classify items into major categories of needed information when making
traveling arrangements.
5.6
Justify why a policies and procedures manual should be developed and used in
a medical office.
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-3
KEY TERMS
agenda
authoritarian/autocratic
delegative/laissez-faire
ergonomics
itinerary
management qualifications
participative/democratic
patient education materials
patient information
brochure
perfectionism
policies and procedures
manual
meeting minutes
reprints
outside services file
stress
travel agent
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-4
agenda -- an outline of the meeting, that specifies the location, time,
and major topics to be covered
authoritarian/autocratic -- leader provides clear and definitive
expectations to his or her team members
delegative/laissez-faire -- leader employs a “hands-off” policy and
tends to allow other office team members to make their own
decisions
ergonomics -- attempts to match the individual’s physiological
factors to the equipment and furniture needed to complete tasks
while reducing the risk of injury and hazards without decreasing
output
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-5
itinerary -- daily schedule of events, including flight times listed in
the local departing and arrival destinations’ times, flight
numbers, hotel and car arrangements, and all pertinent
addresses and phone numbers
management qualifications -- the skills, abilities, and responsibilities
of the medical assistant in the role of office manager
meeting minutes -- official record of the proceedings of a meeting
outside services file -- contain the names, addresses, e-mail
addresses, and phone numbers of those to whom the physician
may refer patients for services
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-6
participative/democratic -- offers advice but is also a participant in
the team dynamics and seeks input from other team members
patient education materials – provide secondary materials for
patient care
patient information brochure-- provides the patient with vital
information
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
KEY TERMS (CONTINUED)
5-7
perfectionism -- is setting unrealistic expectations and goals and
being dissatisfied with anything less
policies and procedures manual-- employee handbook, is the
reference that provides all employees with information about the
work environment
reprints -- Once the article is published, the author may receive a
certain number of free copies of the article
stress -- often referred to as the body’s emotional and/or
physiological reactions to external motivators
travel agent -- it is the agent’s job to make all transportation, car
rental, and lodging arrangements requested by the traveler
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.1 DESIGN A MEDICAL OFFICE WAITING AREA THAT EXHIBITS THE
PRIORITY OF PATIENT COMFORT
5-8
Patient Waiting Area
size
colors
reading materials
healthy/sick areas/children
Reception Area
confidentiality
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.2 IDENTIFY THREE STRESS TRIGGERS IN YOUR OWN LIFE AND
DEFINE AT LEAST ONE METHOD OF REDUCING THE ASSOCIATED
NEGATIVE STRESS.
5-9
Certain strategies will help reduce the negative effects of stress:
Analyzing how we use time and applying Time Management
techniques managing our anger and reactions to conflict
Getting organized and setting priorities
Staying physically and mentally healthy
Taking time to relax
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5-10
5.3 DIFFERENTIATE AMONG THREE COMMON LEADERSHIP/MANAGEMENT
STYLES
Office management responsibilities involve the following managerial
skills and abilities:
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.4 EXPLAIN WHY AN ADMINISTRATIVE MEDICAL ASSISTANT
NEEDS TO KNOW HOW TO COLLECT AND ASSIMILATE RESEARCH
DATA
5-11
Physicians often research medical cases and data to gather
treatment protocol for a condition or disease, to keep up-to-date
on medical trends, and to prepare articles for professional
medical journals.
The Administrative Medical Assistant should be able to:
Use the Library
Review Medical Journals
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.5 CLASSIFY ITEMS INTO MAJOR CATEGORIES OF NEEDED
INFORMATION WHEN MAKING TRAVELING ARRANGEMENTS.
5-12
When making travel arrangements for yourself or for others,
maintain a reference folder with the following preferences:
Method of travel
Air travel
Ground travel
Lodging
Membership discounts
Past itineraries
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED
5.6 JUSTIFY WHY A POLICIES AND PROCEDURES MANUAL SHOULD
BE DEVELOPED AND USED IN A MEDICAL OFFICE.
5-13
The manual serves as a reminder of tasks to be done (referred to as
policies) and how to complete the tasks (procedures).
The manual helps keep the office running smoothly. It is a great help
in training new employees, substitutes, and successors.
Format
Contents:
Office personnel directory
Job descriptions
Procedures
© 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED