DACUM Research Chart for Medical Office Assistant - CA-HWI

DACUM Research Chart forMedical Office AssistantDACUM Panel MembersImperial Valley Family Care Medical GroupLorena R. MondragonMedical Assistant Billing ClerkCalexico, CAAlice SerranoOffice CoordinatorCalexico, CALiz VelezMedical AssistantCalexico, CAGloria GonzalezMedical Assistant SupervisorEl Centro, CARobert MezaMedical AssistantEl Centro, CADACUM FacilitatorKathy BerryDirector, Nursing Education and HealthTechnologiesImperial Valley CollegeImperial, CAProduced ByGrossmont CollegeLeadership and Economic Development Institute8800 Grossmont College DriveEl Cajon, CA 92020April 29-30, 2002Developed and published under contract #01-005-002 with the California CommunityColleges Chancellor's Office. This work is a product of the Statewide Special ProjectCollaborative in Health Occupations operated by Grossmont-Cuyamaca CommunityCollege District and does not necessarily reflect the policy of the Board of Governorsof the California Community Colleges. Permission is hereby granted to reproducethis work, in whole or part, for classroom or curriculum use.

DACUM Research Chart for Medical Office AssistantADutiesTasksConduct Phone Triage A-1 Answer phone calls A-2 Take detailed messages A-3 Sort phone messages byurgencyA-4 Dispatch phone calls tocorrect personA-5 Schedule patientappointmentsA-6 Maintain patientconfidentialityA-7 Document phone call A-8 Follow-through withphone calls (i.e., make sureconcerns are addressed)A-9 Call patients withinstructions/appointmentsA-10 Return patient phonecallsA-11 Call pharmacy to fillpatient prescriptionsA-12 Page physicians asneededBPrepare PatientAppointment ScheduleB-1 Print out dailyappointment scheduleB-2 Prepare patientappointment list by timeB-3 Compare patientappointment time vs. "walkins"B-4 Sort charts byapp9ointment timeB-5 "Fit in" walk-in patientsinto appointment scheduleB-6 Call patient to exam roomby scheduleCPrepare Patient ChartsC-1 Have patient completepersonal information sheetC-2 Copy insurance/Medi-Calor Medicare careC-3 Verify eligibility ofinsurance/Medi-Cal/MedicareC-4 Assign patient an accountnumberC-5 Input patient informationinto computerC-6 Create patient chart C-7 Insert charge ticket(superbill) in front of chartC-8 Complete patientinformation on "superbill"C-9 Collect patient's "copayment"or feeC-10 Place chart in rack/trayto be processed by M.A.DConduct PatientAppointment TriageD-1 Check schedule forappointment timeD-2 Verify patient data forcurrent informationD-3 Verify insurance data D-4 Prepare patient chart ofM.D./N.P./M.A.D-5 Verify previous labreportsD-6 Review referral follow-up D-7 Call patient into room D-8 Obtain patient height andweightD-9 Take patients bloodpressureD-10 Take patients pulse andrespirationsD-11 Take patient'stemperatureD-12 Ask patient for chiefcomplaintD-13 Ask patient about currentmeds/dosagesD-14 Ask patient about anyadditional forms that need tobe completed

EConduct "Walk-in" PatientTriageE-1 Determine main complaintof patientE-2 Determine urgency ofcomplaintE-3 Obtain patient's height andweightE-4 Obtain patient's bloodpressureE-5 Take patient's pulse andrespirationsE-6 Take patient's temperature E-7 Notify physician of patientinformationE-8 Refer patient toappropriate place as orderedE-9 Prepare patient for examby M.D./N.A./P.A.E-10 Assist physician withexamE-11 Fill lab orders E-12 Refer patient to specialistas orderedE-13 Give instructions topatient/familyE-14 Send to front desk forfollow-up appointmentFPrepare Patient For ExamF-1 Have patient change into agownF-2 Explain exam procedure topatientF-3 Place patient on bed/tablefor examF-4 Assist M.D./N.P./M.A.with examF-5 Translate exam proceduresto patientF-6 Fill lab orders F-7 Follow physician orders F-8 Instruct patient as orderedby physician on proceduresF-9 Send patient to front deskfor follow-up appointmentGAssist M.D./ N.P./ P.A. withPatient ExamG-1 Place exam proceduresupplies on tryG-2 Stand next to patient G-3 Assist patient to relax G-4 Follow M.D. instructionsG-5 Assist M.D. withprocedure/exam as requiredG-6 Give patient dischargeordersG-7 Assist patient withdressingG-8 Send patient to front deskfor follow-up appointmentHPerform Medical(uncomplicated) ProceduresH-1 Check physician ordersfor given taskH-2 Gather supplies forprocedureH-3 Prepare work area H-4 Prepare patient forprocedureH-5 Follow OSHA/InfectionControl guidelinesH-6 Explain procedure topatientH-7 Perform procedure (or)assist physician withprocedureH-8 Clean patient afterprocedureH-9 Give patient dischargeinstructionsH-10 Clean/disinfect room H-11 Document procedure inchart

IAdminister Medication toPatient(s)I-1 Obtain patient historyregarding allergiesI-2 Double-check physicianordersI-3 Instruct patient onprocedureI-4 Put on protective glovesI-5 Prepare medication foradministrationI-6 Prepare injection site I-7 Administer medication I-8 Discard "dirty" needle inproper containerI-9 Instruct patient onmedication side effectsI-10 Observe patient for app.20 min. for complicationsI-11 Document medicationadministration site and resultsI-12 Discharge patient withinstructionsJAdminister ImmunizationsJ-1 Prepare patient charts forheight and weightJ-2 Began immunizationhistory of patientJ-3 Obtain height, weight, andhead circumference f pediatricpatientJ-4 Get medical history fromparentJ-5 Call in doctor to talk withparentJ-6 Translate for doctor asneededJ-7 Check doctor's ordersregarding patientJ-8 Prepare vaccines forpatientJ-9 Education parent or patientregarding procedureJ-10 Give immunizationinjectionJ-11 Document immunizationsadministeredJ-12 Send to front desk forfollow up appointmentKPerform Blood WithdrawalsK-1 Determine what tests areneededK-2 Complete lab order slips K-3 Verify patient's insuranceinformationK-4 Verify correct status ofpatientK-5 Gather supplies forprocedureK-6 Explain procedure topatientK-7 Assess how patient willhandle lab procedureK-8 Put patient in appropriatepositionK-9 Look for the vein onpatient's armK-10 M.A. puts on gloves K-11 Swab the procedure site K-12 Place tourniquet onpatient's armK-13 Insert needle in vein K-14 Collect blood specimen K-15 Remove needle frompatient's armK-16 Remove tourniquet fromthe armK-17 Apply pressure to stopbleedingK-18 Place band-aid on sticksiteK-19 Educate patient on whatto expect from procedureK-20 Label patient's bloodspecimenK-21 Process patient's bloodspecimen

LClean Patient Exam Room L-1 Gather cleaning supplies L-2 Wipe exam table withdisinfectantL-3 Replace table paper onexam bedL-4 Change pillow casesL-5 Restock supplies in room L-6 Stock towels and soap ineach roomL-7 Spray disinfectant in room L-8 Empty biohazard bins asneededL-9 Stock gloves in each examroomMReferrals of Patients toOfficeM-1 Obtain chart fromM.D./N.P./P.A.M-2 Review patient insurancefor facility and physiciancontract and eligibilityM-3 Obtain insuranceauthorization if requiredM-4 Call doctor and/or facilityto schedule an appointmentM-5 Provide patient data,orders, diagnosis to referringM.D./FacilityM-6 Fax "last notes" order/Rxto referring M.D./FacilityM-7 Notify patient ofappointment day and timeM-8 Give patient dischargeinstructionsM-9 Make a copy of doctor'sordersM-10 Document referralinformation on patient chartM-11 Place chart to be filedNMaintain Medical RecordsN-1 Medical reports reviewedby M.D.N-2 Collect reviewed medicalreports from M.D./N.P./P.A.N-3 Alphabetize all reports N-4 Pull patients chartsN-5 File appropriatedocuments in proper dividerN-6 File patient's chartOConduct ICD-9 and CPTCodingO-1 Collect daily superbills onpatientsO-2 "Batch" superbills by dateand doctorO-3 Verify superbills by dailypatient sheetsO-4 Highlight ICD-9 and CPTcodes in chartO-5 Enter additional CPTcodesO-6 Enter total doctor chargesper patientsO-7 Total all charges perdoctorO-8 Send superbills tocorporate office for billingPPrepare Daily DepositsP-1 Balance daily moneyreceivedP-2 Prepare payment controlsheet by doctorP-3 Document patient's name,doctor, date, type of payment,and amount receivedP-4 Separate cash from checksP-5 Total monies per doctor P-6 Fill out batch transmittalslipP-7 (Endorse) stamp all checkswith bank informationP-8 Place checks and moneywith batch transmittal slipsand payment control sheets perdoctorP-9 Send all deposits tocorporate office

QMaintain SurgicalInstrumentsQ-1 Gather used instruments Q-2 Wash used instruments Q-3 Soak instruments ingermicidal solutionQ-4 Dry (air dry) instrumentsQ-5 Wrap/bag instruments forsterilizationQ-6 Date, label, and initialbag/wrapQ-7 Fill autoclave withdistilled waterQ-8 Place instruments inautoclaveQ-9 Turn on timer andautoclaveQ-10 Log sterilization process Q-11 Remove instrumentsafter coolingQ-12 Store instruments inappropriate areaRPerform Office MaintenanceR-1 Check equipment in examroomsR-2 Check oxygen tankgauges for tank fullnessR-3 Check refrigeratortemperature & record on logR-4 Calibrate medicalequipmentR-5 Replace fax and copypaperR-6 Replace malfunctioningequipmentR-7 Call repair person whenneededR-8 Check autoclave log sporetestR-9 Make sure coffee & coffeepot are functioningR-10 Check office, examrooms for cleanlinessSInventory SuppliesS-1 Verify quantities ofsupplies against control sheetS-2 Check for expiration dates S-3 Complete order list S-4 Get M.D. approval fororder listS-5 Order supplies fromappropriate companyS-6 Receive shipment ofsuppliesS-7 Cross-reference suppliesreceived with orderS-8 Stock supplies inappropriate placeS-9 Submit invoice slip toadministratorTSupervise OfficeStaff/Medical AssistantT-1 Orient new staff T-2 Explain/enforce rules andregulations of M.A.'sT-3 Prepare workschedules/make assignmentsT-4 Delegate job dutiesT-5 Keep log of total hours perstaff memberT-6 Conduct inservices andtraining for new staffT-7 Conduct employee yearlyevaluationsT-8 Develop work scheduleT-9 Oversee M.A. job duties T-10 Interview potential (new)employeesT-11 Hire new employees

Future Trends and Concerns 2003 - Requires certification to work inoffice Continuing educatio requirements Inadequate patient care Insurance requires certification Insurance/cost containment M.A. is a growing field Politics interfering with patient care Use of computer (replacing people)General Knowledge and Skills Accounting experience Be able to write legibly C.P.R. Certified Certified Medical Assistant Computer skills Phlebotomist (certified) TypeTools, Equipment, Supplies andMaterials Black ink pens Blood pressure cuff Computer/PC Exam table Note pads Phone/Fax Protective equipment (i.e., gloves, mask) Shoes (appropriate) Stethoscope Surgical equipment Thermometer Uniform Watch with second handWorker Behaviors Confidentiality Couteous Dependable Efficiency Empathy Experienced Good communication skills Good customer service Good judgment skills Good personal hygiene Knowledge of office equipment Maintain patient Must have common sense Neatness Organized Patience Phone etiquette Professional Punctual Teamwork Translate Work readiness