Medical Office Procedures - Final Exam Review All Answers Correct

Medical Office Procedures - Final Exam Review All Answers Correct What are the qualities that make a great MOA? Effective communication skills, Good organizational ability, fast and accurate keyboarding skills, Sound understanding of medical terminology and anatomy, excellent medical machine transcription skills, knowledge of basic computer programs and software billing systems, ability to multi-task, ability to work efficiently on an individual basis as well as part of a team. List the SMART Goals? Specific, Measurable, Attainable, Realistic, Timely What is customer Service? The process of ensuring customer satisfaction with a product or service. Define Confidentiality Keeping personal private information private What are some pieces of information that should be kept confidential? All health information Names, birthdates, OHIP #'s, address, phone number, any data in the file that is not publicly known/available Patient files Conversations Why should you know the responsibilities of your co-workers? So you can step in and performs those duties if the need arises. Have an understanding of what they are doing as part of the team What are examples of allied Health Professions? Acupuncturist, Chiropractor, EEG Technician, ECG Technician, Massage Therapist, Medical Administrative Assistant and Ward Clerk, Medical Billing and Coding, Medical Records Technologist, Medical Office Administrator/Manager, Clinical Laboratory Technician, Medical Technologist, What are 5 tips for Stress Management? Exercise regularly Eat a balanced diet Get enough sleep Set realistic goals Be organized Change what you have control over Keep focused Identify sources of conflict Maintain a sense of humor Try not to overreact Learn to say NO Why is effective communication with patients and families important? Your interaction sets the tone for the office visit Communication will influence how comfortable the patient feels in your practice. What is the communication Cycle? The communication circle involves an exchange of messages through verbal and nonverbal means. Source, Message, Receiver, Feedback What are the stages of life? Infant Toddler Preschooler School age Adolescence Young, middle, old adult Describe Maslow's Hierarchy of needs basic, safety love and belonging, esteem, self actualization. Not all people are at the same place on Maslow's hierarchy of human needs. To communicate effectively with a person, you need to understand what he or she is deficient in. Define Positive Communication: Communication promotes the patient's comfort and well-being Define negative Communication Inhibits communication. Define Verbal Communication words spoken Define Non-verbal Communication body language and voice quality. Define Aggressive Communication people who try to impose their position on others or try to manipulate them. Not respecting others Define Assertive Communication people who are firm and stand by principles while still showing respect for others Define Therapeutic Communication The ability to communicate with patients in terms they can understand so they feel at ease and comfortable What are good Listening Skills? Prepare to listen, attentive, think before you speak, provide feed back What are defense mechanisms? a mental process (e.g., repression or projection) initiated, typically