Today's Medical Assistant
Clinical and Administrative Procedures
- 5th Edition - February 7, 2025
- Imprint: Elsevier
- Author: Kathy Bonewit-West
- Language: English
- Paperback ISBN:9 7 8 - 0 - 4 4 3 - 1 2 1 7 7 - 7
- eBook ISBN:9 7 8 - 0 - 4 4 3 - 1 2 4 1 0 - 5
Gain the professional knowledge and skills you need to succeed as a Medical Assistant! Today's Medical Assistant: Clinical and Administrative Procedures, Fifth Edition helps you ma… Read more
Purchase options
Institutional subscription on ScienceDirect
Request a sales quoteGain the professional knowledge and skills you need to succeed as a Medical Assistant! Today's Medical Assistant: Clinical and Administrative Procedures, Fifth Edition helps you master the clinical and administrative procedures performed in this ever-expanding role. With guidelines reflecting the latest CAAHEP competencies, this resource uses videos and step-by-step instructions to help you learn key medical assisting skills such as measuring vital signs, administering medications, bandaging, venipuncture, and assisting with minor office surgery. It also covers administrative skills such as managing medical records, scheduling appointments, and basic medical coding, and provides a solid foundation in A&P. Written by expert educator Kathy Bonewit-West, this book has everything you need to develop competency and prepare for certification.
- NEW! Content alignment to 2022 CAAHEP Medical Assisting educational competencies ensures that you master the medical assistant’s role in today’s patient care
- NEW photos and illustrations showcase the modern medical office including new procedures, equipment, and supplies, along with workforce diversity
- NEW content includes topics such as telemedicine, vaccinations, COVID-19 protocols, gloving and masking procedures, Cologuard, eating disorders, managing reimbursements, and professionalism
- NEW! Updated practice exams on the Evolve website are included for CMA, RMA, and other certifications
- More than 120 illustrated, step-by-step procedures include the underlying principles of each technique, along with guidelines for documentation
- Case studies help you learn how to respond to situations you will encounter in the medical office, asking What Would You Do?/What Would You Not Do?
- Learning aids in each chapter include learning objectives and related procedures, a chapter outline, and key terms
- Memories from Practicum and Putting It All into Practice features provide memorable biographical profiles of medical assistants, helping you connect with future practice
- Patient Coaching boxes help you provide effective patient education
- Focus on vocabulary includes pronunciations, word parts, and definitions, plus a glossary for easy reference
- Procedure videos and learning activities on Evolve provide engaging, interactive practice with clinical and administrative skills
Medical Assisting students
- Today’s Medical Assistant: Clinical & Administrative Procedures
- Cover image
- Title page
- Disclaimer
- Table of Contents
- Procedures
- Copyright
- Dedication
- Reviewers
- Preface
- Acknowledgments
- Clinical procedure icons
- List of Illustrations
- List of Tables
- SECTION 1. Introduction to Medical Assisting
- 1. The health care system
- Introduction to health and the health care system
- Modern trends in health care
- Health insurance and patient care: Competing forces facing the medical office
- Fee-for-service insurance plans
- Government insurance plans
- Managed care
- Health care reform
- Ambulatory care
- Flow of activity in ambulatory care
- The health care team
- Parts of the medical office
- Reception area and waiting room
- Examination rooms and laboratory
- Medical records storage and business office
- Additional areas found in many offices
- Medical specialties
- Primary care and the patient-centered medical home
- Osteopathy
- Podiatry
- Chiropractic
- Practice types
- Solo practice
- Group practice
- Clinic
- Complementary and alternative medicine
- 2. The professional medical assistant
- Introduction to professional medical assisting
- Educational programs for medical assistants
- Certification for medical assistants
- American association of medical assistants
- American medical technologists
- California Certifying Board for Medical Assistants
- National Healthcareer Association
- National Center for Competency Testing
- Obtaining additional credentials
- Characteristics of medical assistants
- Character traits
- Personality traits
- Appearance
- Initiative and behavioral skills
- Professionalism
- Professionalism for medical assistants
- Professionalism for physicians
- Professional organizations
- Peer support
- Continuing education
- Legislative advocacy
- Publications, newsletters, and websites
- Role of the medical assistant
- Administrative responsibilities
- Clinical responsibilities
- Managing the medical office
- Patient education and coaching
- Patient navigation
- Employment opportunities
- 3. Ethics and law for the medical office
- Introduction to medical ethics
- Reasons to study ethics
- Ethics and health care
- Ethical concepts
- Ethical conflict
- Personal, professional, and organizational ethics
- Introduction to law
- Difference between public law and private law
- Lawsuits
- Specialized areas of law
- Creation of laws
- Criminal law
- Civil law
- Law and professional liability
- Provider–patient relationship
- Personal and professional liability
- Malpractice litigation
- Tort defenses
- Federal and state laws affecting the medical office
- Controlled substances and prescriptions
- Federal and state laws protecting employees
- Health Insurance Portability and Accountability Act
- Patient safety and quality improvement act
- Health Information Technology for Economic and Clinical Health Act
- Mandatory reporting
- State regulation of health occupations
- Facility licensing and accreditation
- 4. Interacting with patients
- Introduction to communication
- Communicating with patients
- Verbal and nonverbal communication
- Interference with communication
- Listening skills
- Nonverbal measures to facilitate communication
- Interviewing techniques
- Barriers to effective communication
- Understanding and meeting the needs of patients
- Patient expectations of health care
- How basic needs affect the behavior of patients
- Developmental stages
- Establishing caring relationships
- Self-boundaries
- Emotional responses to illness
- The grieving process
- Cultural influences affecting health care
- SECTION 2. Anatomy and Physiology
- 5. Introduction to anatomy and physiology
- A brief summary of medical history
- The human body
- Anatomy and physiology
- Levels of organization
- Organ systems
- Homeostasis
- Anatomic terms
- Cell structure and function
- Structure of the generalized cell
- Cell functions
- Tissues and membranes
- Body tissues
- Body membranes
- 6. Integumentary system
- Introduction to the integumentary system
- Structure of the skin
- Epidermis
- Dermis
- Subcutaneous layer
- Skin color
- Epidermal derivatives
- Hair and hair follicles
- Nails
- Glands
- Functions of the skin
- Protection
- Sensory reception
- Regulation of body temperature
- Synthesis of vitamin D
- Aging of the integumentary system
- 7. Skeletal system
- Introduction to the skeletal system
- Overview of the skeletal system
- Functions of the skeletal system
- Structure of bone tissue
- Classification of bones
- General features of a long bone
- Bone development and growth
- Bone growth in length
- Divisions of the skeleton
- Bones of the axial skeleton
- Skull
- Hyoid bone
- Vertebral column
- Thoracic cage
- Bones of the appendicular skeleton
- Pectoral girdle
- Upper extremity
- Pelvic girdle
- Lower extremity
- Articulations
- Synarthroses
- Amphiarthroses
- Diarthroses
- Aging of the skeletal system
- 8. Muscular system
- Introduction to the muscular system
- Characteristics and functions of the muscular system
- Structure of skeletal muscle
- Whole skeletal muscle
- Skeletal muscle fibers
- Nerve and blood supply
- Skeletal muscle attachments
- Contraction of skeletal muscle
- Stimulus for contraction
- Energy sources and oxygen debt
- Movements
- Skeletal muscle groups
- Naming muscles
- Muscles of the head and neck
- Muscles of the trunk
- Muscles of the upper extremity
- Muscles of the lower extremity
- Aging of the muscular system
- 9. Nervous system
- Introduction to the nervous system
- Functions of the nervous system
- Organization of the nervous system
- Central nervous system
- Peripheral nervous system
- Nerve tissue
- Neurons
- Neuroglia
- Nerve impulses
- Resting membrane
- Stimulation of a neuron
- Conduction along a neuron
- Conduction across a synapse
- Neuronal pools
- Reflex arcs
- Central nervous system
- Meninges
- Brain
- Ventricles and cerebrospinal fluid
- Spinal cord
- Peripheral nervous system
- Structure of a nerve
- Cranial nerves
- Spinal nerves
- Autonomic nervous system
- Aging of the nervous system
- 10. The senses
- Introduction to the senses
- Receptors and sensations
- General senses
- Touch and pressure
- Proprioception
- Temperature
- Pain
- Gustatory sense
- Olfactory sense
- Visual sense
- Protective features and accessory structures of the eye
- Structure of the eyeball
- Pathway of light and refraction
- Photoreceptors
- Visual pathway
- Auditory sense
- Structure of the ear
- Physiology of hearing
- Sense of equilibrium
- Static equilibrium
- Dynamic equilibrium
- Aging of the senses
- 11. Endocrine system
- Introduction to the endocrine system
- Comparison of the endocrine and nervous systems
- Comparison of exocrine and endocrine glands
- Characteristics of hormones
- Chemical nature of hormones
- Mechanism of hormone action
- Endocrine glands and their hormones
- Pituitary gland
- Thyroid gland
- Parathyroid glands
- Adrenal (suprarenal) glands
- Pancreas—islets of langerhans
- Gonads (testes and ovaries)
- Pineal gland
- Thymus gland
- Aging of the endocrine system
- 12. Circulatory system
- Introduction to the circulatory system
- Heart
- Overview of the heart
- Structure of the heart
- Physiology of the heart
- Blood
- Functions and characteristics of blood
- Composition of blood
- Hemostasis
- Blood types
- Blood vessels
- Classification and structure of blood vessels
- Circulatory pathways
- Lymphatic system
- Lymph
- Lymphatic vessels
- Lymphatic organs
- Resistance to disease
- Nonspecific defense mechanisms
- Specific defense mechanisms
- Cell-mediated immunity
- Antibody-mediated immunity
- Acquired immunity
- Aging of the circulatory system
- 13. Respiratory system
- Introduction to the respiratory system
- Functions and overview of respiration
- Ventilation
- Conducting passages
- Mechanics of ventilation
- Respiration
- External respiration
- Internal respiration
- Regulation of respiration
- Respiratory center
- Factors that influence breathing
- Nonrespiratory air movements
- Aging of the respiratory system
- 14. Digestive system
- Introduction to the digestive system
- Functions of the digestive system
- General structure of the digestive tract
- Mucosa
- Submucosa
- Muscular layer
- Serosa or adventitia
- Components of the digestive tract
- Mouth
- Pharynx
- Esophagus
- Stomach
- Small intestine
- Large intestine
- Accessory organs of digestion
- Liver
- Gallbladder
- Pancreas
- Chemical digestion
- Carbohydrate digestion
- Protein digestion
- Lipid digestion
- Absorption
- Aging of the digestive system
- 15. Urinary system
- Introduction to the urinary system
- Components of the urinary system
- Kidneys
- Ureters
- Urinary bladder
- Urethra
- Urine formation
- Glomerular filtration
- Tubular reabsorption
- Tubular secretion
- Regulation of urine concentration and volume
- Micturition
- Aging of the urinary system
- 16. Reproductive system
- Introduction to the reproductive system
- Male reproductive system
- Testes
- Duct system
- Accessory glands
- Penis
- Male sexual response
- Hormonal control
- Female reproductive system
- Ovaries
- Genital tract
- External genitalia
- Female sexual response
- Hormonal control
- Mammary glands
- Development
- Prenatal development
- Parturition and lactation
- Postnatal development
- Aging of the reproductive system
- SECTION 3. Clinical Component
- 17. Medical asepsis and the OSHA standard
- Introduction to medical asepsis and the OSHA standard
- Microorganisms and medical asepsis
- Growth requirements for microorganisms
- Infection cycle
- Components of the infection cycle
- Protective mechanisms of the body
- Medical asepsis in the medical office
- Hand hygiene
- Medical gloves
- Masks
- Infection control
- OSHA bloodborne pathogens standard
- Purpose of the standard
- OSHA terminology
- Components of the OSHA standard
- Control measures
- Regulated medical waste
- Handling regulated medical waste
- Disposal of regulated medical waste
- Bloodborne diseases
- Hepatitis B
- Hepatitis C
- Acquired immunodeficiency syndrome
- 18. Sterilization and disinfection
- Introduction to sterilization and disinfection
- Definitions of terms
- Hazard communication standard
- Hazard communication program
- Inventory of hazardous chemicals
- Labeling of hazardous chemicals
- Safety data sheets
- Employee information and training
- Sanitization
- Sanitizing instruments
- Guidelines for sanitizing instruments
- Disinfection
- Levels of disinfection
- Sterilization
- Sterilization methods
- Autoclave
- Other sterilization methods
- 19. Vital signs
- Introduction to vital signs
- Temperature
- Regulation of body temperature
- Body temperature range
- Assessment of body temperature
- Pulse
- Mechanism of the pulse
- Assessment of pulse
- Respiration
- Mechanism of respiration
- Assessment of respiration
- Pulse oximetry
- Assessment of oxygen saturation
- Blood pressure
- Mechanism of blood pressure
- Hypertension
- Hypotension
- Blood pressure measurement: Manual method
- Blood pressure measurement: Automatic method
- 20. The physical examination
- Introduction to the physical examination
- Definitions of terms
- Preparation of the examining room
- Preparation of the patient
- Measuring weight and height
- Types of scales
- Body mass index
- Body mechanics
- Principles
- Application of body mechanics
- Positioning and draping
- Wheelchair transfer
- Assessment of the patient
- Inspection
- Palpation
- Percussion
- Auscultation
- Assisting the provider
- 21. Eye and ear assessment and procedures
- Introduction to the eye
- Eye specialists
- Visual acuity
- Assessment of distance visual acuity
- Assessment of near visual acuity
- Assessment of color vision
- Ishihara test
- Eye irrigation
- Eye instillation
- Introduction to the ear
- Ear specialists
- Assessment of hearing acuity
- Types of hearing loss
- Degree of hearing loss
- Hearing acuity tests
- Ear irrigation
- Ear instillation
- 22. Physical agents to promote tissue hea ling
- Introduction to tissue healing
- Local application of heat and cold
- Factors affecting the application of heat and cold
- Heat
- Cold
- Gel pack
- Casts
- Synthetic casts
- Cast application
- Precautions
- Guidelines for cast care
- Symptoms to report
- Cast removal
- Splints and braces
- Ambulatory aids
- Crutches
- Canes
- Walkers
- 23. The gynecologic examination and prenatal care
- Introduction to the gynecologic examination and prenatal care
- Gynecologic examination
- Terms related to gynecology
- Breast examination
- Pelvic examination
- Gynecologic infections
- Vaginal infections
- Sexually transmitted infections
- Prenatal care
- Obstetric terminology
- Prenatal visits
- Medical assisting responsibilities
- 24. The pediatric examination
- Introduction to the pediatric examination
- Pediatric office visits
- Developing a rapport
- Carrying the infant
- Cradle position
- Upright position
- Growth measurements
- Weight
- Length and height
- Head and chest circumference
- Growth charts
- Pediatric blood pressure measurement
- Special guidelines for children
- Correct cuff size
- Cooperation of the child
- Blood pressure classifications
- Collection of a urine specimen
- Pediatric injections
- Intramuscular injections
- Intramuscular injection sites
- Subcutaneous injections
- Immunizations
- National Childhood Vaccine Injury Act
- Newborn screening test
- Purpose of the test
- Phenylketonuria (PKU)
- Newborn screening requirements
- 25. Minor office surgery
- Introduction to minor office surgery
- Surgical asepsis
- Instruments used in minor office surgery
- Scalpels
- Scissors
- Forceps
- Miscellaneous instruments
- Care of surgical instruments
- Commercially prepared sterile packages
- Wounds
- Wound healing
- Sterile dressing change
- Methods of wound closure
- Sutures
- Surgical skin staples
- Topical tissue adhesives
- Skin closure tape
- Assisting with minor office surgery
- Tray setup
- Skin preparation
- Local anesthetic
- Assisting the provider
- Minor office surgical procedures
- Sebaceous cyst removal
- Surgical incision and drainage of localized infections
- Mole removal
- Laser mole surgery
- Needle biopsy
- Ingrown toenail removal
- Colposcopy
- Cervical punch biopsy
- Cryosurgery
- Bandaging
- Guidelines for application
- Types of bandages
- Bandage turns
- 26. Administration of medication
- Introduction to the administration of medication
- Administering, prescribing, and dispensing medication
- Legal aspects
- Routes of administration
- Drug references
- Food and drug administration
- Drug nomenclature
- Classification of drugs based on form
- Liquid forms
- Solid forms
- Classification of drugs based on action
- Systems of measurement for medication
- Metric system
- Household system
- Converting units of measurement
- Controlled drugs
- Prescription
- Parts of a prescription
- Generic prescribing
- Completing a prescription form
- Electronic prescribing
- Medication record
- Factors affecting drug action
- Therapeutic effect
- Undesirable effects of drugs
- Preparation and administration of medication
- Oral administration
- Parenteral administration
- Parts of a needle and syringe
- Safety-engineered syringes
- Preparation of parenteral medication
- Storage
- Reconstitution of powdered drugs
- Types of injections
- Subcutaneous injection
- Intramuscular injection
- Intradermal injection
- Tuberculin testing
- Tuberculosis
- Purpose of tuberculin testing
- Mantoux tuberculin skin test
- Tuberculin skin test reactions
- Tuberculosis blood test
- Allergy testing
- Allergy
- Allergic reaction
- Diagnosis and treatment
- Types of allergy tests
- 27. Cardiopulmonary procedures
- Introduction to electrocardiography
- Cardiac cycle
- Electrocardiograph paper
- Standardization of the electrocardiograph
- Electrocardiograph leads
- Patient preparation
- Maintenance of the electrocardiograph
- Electrocardiographic capabilities
- Artifacts
- Holter monitor electrocardiography
- Cardiac dysrhythmias
- Pulmonary function tests
- Spirometry
- Post-bronchodilator spirometry
- Peak flow measurement
- Asthma
- Peak flow meter
- Peak expiratory flow rate
- Asthma action plan
- Home oxygen therapy
- Oxygen prescription
- Oxygen delivery systems
- Oxygen administration devices
- Oxygen guidelines
- 28. Specialty tests and procedures
- Introduction to colorectal tests and procedures
- Colorectal cancer
- Colorectal cancer screening guidelines
- Stool-based colorectal screening tests
- Diagnostic colorectal procedures
- Male reproductive tests and procedures
- Prostate cancer
- Prostate cancer screening
- Testicular self-examination
- Introduction to radiology
- Film-based radiography
- Digital radiography
- Contrast media
- Fluoroscopy
- Positioning the patient
- Radiographic examinations
- Introduction to diagnostic imaging
- Ultrasonography
- Computed tomography
- Magnetic resonance imaging
- Nuclear medicine imaging
- 29. Introduct ion to the clinical laboratory
- Introduction to the clinical laboratory
- Physician’s office laboratory
- Outside laboratory
- Laboratory tests
- Reference range
- Laboratory panels
- Use of laboratory test results
- Laboratory documents
- Laboratory request
- Laboratory report
- Specimen label
- Patient instructions
- Patient preparation
- Specimen collection for transport to an outside laboratory
- Causes for rejection of a specimen
- Guidelines for specimen collection and handling
- Clinical laboratory improvement amendments
- Categories of tests
- CLIA-waived tests in the POL
- CLIA-waived test systems
- POL laboratory testing
- Quality control
- Storage of test components
- Stability of test components
- Calibration procedure
- Control procedure
- Collecting the specimen
- Testing the specimen
- Interpreting and reading the test results
- Documenting the test results
- Laboratory safety
- Specimen collection and testing
- Hazardous chemicals
- 30. Urinalysis
- Introduction to urinalysis
- Composition of urine
- Terms related to the urinary system
- Collection of urine
- Guidelines for urine collection
- Collection methods
- Urinalysis
- Physical examination of urine
- Chemical examination of urine
- Microscopic examination of urine
- Urine pregnancy testing
- Human chorionic gonadotropin
- Immunoassay urine pregnancy test
- Guidelines for urine pregnancy testing
- Serum pregnancy test
- 31. Phlebotomy
- Introduction to phlebotomy
- Venipuncture
- General guidelines for venipuncture
- Patient preparation
- Review collection and handling requirements
- Identify the patient
- Assemble the equipment and supplies
- Reassure the patient
- Patient position for venipuncture
- Application of a tourniquet
- Site selection for venipuncture
- Types of blood specimens
- OSHA safety precautions
- Vacutainer method of venipuncture
- Blood collection needle
- Collection tube holder
- Evacuated blood collection tubes
- Order of draw for multiple tubes
- Blood collection tube guidelines
- Butterfly method of venipuncture
- Guidelines for the butterfly method
- Problems encountered with venipuncture
- Failure to obtain blood
- Inappropriate puncture sites
- Scarred and sclerosed veins
- Rolling veins
- Collapsing veins
- Premature needle withdrawal
- Hematoma
- Hemolysis
- Fainting
- Obtaining a serum specimen
- Serum
- Blood collection tube selection
- Processing the specimen
- Serum separator tubes
- Red-closure tubes
- Skin puncture
- Puncture sites
- Disposable retractable lancet
- Microcollection devices
- 32. Hematology
- Introduction to hematology
- Composition and function of blood
- Complete blood count
- Specimen collection for a CBC
- Hemoglobin
- CLIA-waived hemoglobin test
- Hematocrit
- CLIA-waived hematocrit test
- Red blood cell count
- Red blood cell indices
- MCV: Mean corpuscular volume
- MCH: Mean corpuscular hemoglobin
- MCHC: Mean cell hemoglobin concentration
- RDW: Red cell distribution width
- White blood cell count
- White blood cell differential count
- Automated WBC differential count
- Manual WBC differential count
- Coagulation tests
- Platelet count
- Prothrombin time test
- PT/INR test
- Purpose of the PT/INR test
- PT/INR testing schedule
- PT/INR specimen collection for transport
- CLIA-waived PT/INR test
- Home testing
- 33. Blood chemistry and immunologic testing
- Introduction to blood chemistry and immunologic testing
- Blood chemistry testing
- Specimen collection for blood chemistry tests
- Automated blood chemistry analyzers
- CLIA-waived automated analyzers
- Blood chemistry tests
- Blood glucose
- Cholesterol test
- Triglycerides test
- Blood urea nitrogen test
- Immunologic testing
- Immunologic tests
- Immunohematologic tests
- 34. Medical microbiology
- Introduction to microbiology
- Microorganisms and disease
- Bacteria
- Viruses
- Normal flora
- Infection
- Stages of an infectious disease
- Microscope
- Support system
- Optical system
- Function of the objective lenses
- Care of the microscope
- Microbiologic specimen collection
- Specimen collection precautions
- Handling and transporting microbiologic specimens
- Collection and transport systems
- CLIA-waived rapid antigen tests
- Streptococcal pharyngitis (strep throat)
- Influenza
- COVID-19
- Culture and sensitivity testing
- Microbial cultures
- Sensitivity testing
- Prevention and control of infectious diseases
- 35. Nutrition
- Introduction to nutrition
- Definition of terms
- Nutrients
- Classification of nutrients
- Classes of nutrients
- Carbohydrates
- Fats
- Proteins
- Vitamins
- Minerals
- Water
- Dietary supplements
- Tools for healthy nutrition
- Nutrition guides
- Food labels
- Nutrition therapy
- Weight management
- Cardiovascular disease
- Hypertension
- Diabetes
- Lactose intolerance
- Gluten intolerance
- Food allergies
- 36. Emergency preparedness and protective practices
- Introduction to disaster and emergency planning
- Categories of disasters
- Natural disasters
- Man-made disasters
- Psychological effects of emergencies
- The stress response
- Managing anxiety
- Emergency preparedness in the medical office
- Emergency action plan
- Fire safety in the medical office
- Elements of a fire
- Fuel source
- Ignition source (heat)
- Oxygen
- Fire prevention plan
- Components of a fire prevention plan
- Fire protection in the medical office
- Emergency response to a fire
- Employee education and training
- Emergency practice drills
- Fire drills
- Disaster drills
- Medical assistant’s role
- 37. Emergency medical procedures and first aid
- Introduction to emergency medical procedures
- Office crash cart
- Emergency medical services system
- First aid kit
- OSHA safety precautions
- Guidelines for providing emergency care
- Respiratory distress
- Heart attack
- Stroke
- Shock
- Bleeding
- Wounds
- Musculoskeletal injuries
- Burns
- Seizures
- Poisoning
- Heat and cold exposure
- Diabetic emergencies
- SECTION 4. Administrative Component
- 38. The medical record
- Introduction to the medical record
- Types of medical records
- Paper-based patient record
- Electronic health record
- Medical record formats
- Source-oriented record
- Problem-oriented record
- Format of the electronic health record
- Administrative section of the medical record
- Patient registration record
- Other administrative forms
- Clinical section of the medical record
- Database
- Problem list
- Progress notes
- Laboratory data
- Diagnostic procedures
- Continuity of care
- Taking a health history
- Components of the health history
- Documentation in the medical record
- General guidelines for documentation
- Documenting in the paper-based medical record
- Updating allergies and medications
- Documenting on flow sheets
- Documenting in progress notes
- Documenting patient symptoms
- Other activities that need to be documented
- 39. Patient reception
- Introduction to patient reception
- Preparing for patients
- Opening the medical office
- Closing the medical office
- Patient check-in
- Maintaining confidentiality
- New patients
- Established patients
- Accepting copayments
- Indicating that the patient is in the waiting room
- Orienting patients to the medical office
- Information for new or prospective patients
- Selecting a provider for a new patient
- Considerations to facilitate patient understanding
- Patient informational materials
- 40. Medical office computerization
- Introduction to medical office computerization
- Computer concepts
- Data processing cycle
- Input
- Processing
- Output
- Components of the computer system
- Software
- Hardware
- Main computer unit
- Storage capacity
- Care and maintenance of the main computer unit
- Computer monitor
- Monitor ergonomics
- Monitor care and maintenance
- Input devices
- Computer keyboard
- Mouse
- Touchscreen
- Printer
- Inkjet printer
- Laser printer
- Wireless printing
- Printer care and maintenance
- Storage options
- Hard disk drives
- Solid state drives
- USB flash drive
- Cloud storage
- Medical office computerization
- Impact of medical office computerization
- Computer system malfunctions
- Electronic information transfer
- Internet
- E-mail
- Social media
- Secure messaging within the electronic medical record
- Patient portals
- Electronic transmission of billing and insurance information
- E-prescribing
- Patient kiosks
- Computer network security
- Authentication
- Levels of authorization
- Automatic logoff
- Audit controls
- Antivirus software
- Firewall
- Backups
- System maintenance
- 41. Telephone techniques
- Introduction to telephone techniques
- Using the telephone effectively
- Verbal and nonverbal communication
- Telephone courtesy
- Telephone personality
- Maintaining patient privacy
- Effective telephone communication
- Telephone technology
- Multiline phones
- Answering machines and voicemail
- Cell phones and smartphones
- Pagers
- Incoming calls
- Centralized or electronic routing
- Managing incoming calls
- Urgent or emergency calls
- Dealing with problem calls
- Outgoing calls
- Local calls
- Appointment reminders
- Long-distance and international calls
- Conference calls
- 42. Scheduling appointments
- Introduction to appointment scheduling
- Guidelines for appointment scheduling
- Types of appointment systems
- Daily appointment schedule
- Types of scheduling
- Time-specified (stream) scheduling
- Wave scheduling
- Modified wave scheduling
- Double booking
- Open booking
- Patient appointment requests and self-scheduling
- Clustering or categorization
- Multiple offices
- Setting up the appointment schedule
- Appointment intervals
- Provider’s preferences and needs
- Facility and equipment requirements
- Guidelines for scheduling
- Established patients
- New patients
- Same-day appointments
- Urgent care and emergencies
- Walk-in patients
- Individuals who are not patients
- Managing the appointment schedule
- Changing appointments
- Late patients
- Appointment reminders
- Storing appointment books and daily schedules
- Scheduling referral appointments, diagnostic tests, procedures, and admissions
- Referrals
- Scheduling diagnostic procedures and hospital admissions
- Scheduling surgery
- 43. Medical record management
- Introduction to medical records
- Storage of electronic health records
- Maintaining the integrity of the EHR
- Levels of access
- Staff training to maintain integrity
- Updates
- Storing computerized records
- Paper-based medical records
- Equipment and supplies for paper-based medical records
- Storage equipment
- Filing supplies
- Preparing a paper-based medical record for a new patient
- Filing systems
- Alphabetic filing
- Numeric filing
- Subject filing
- Chronologic filing
- Advantages and disadvantages of filing systems
- Retrieving or filing a paper-based medical record
- Retrieving patient records
- Filing records
- Filing reports and correspondence
- Storing paper medical records
- Retention of records
- 44. Written communications and mail
- Introduction to written communication
- Business letters
- Equipment and supplies
- Parts of a business letter
- Format of business letters
- Setting up a letter
- Letter styles
- Composing a business letter
- Responding to written communication
- Postal addressing standards
- Letters and large envelopes
- Complete address
- Address format
- Return address
- Preparing memoranda
- Grammar and punctuation
- Parts of speech
- Sentence structure
- Sentence errors
- Comma rules
- Spelling and proofreading
- Spelling
- Proofreading
- Electronic data transmission
- E-mail
- Secure messaging within the electronic health record
- E-mail attachments
- Fax transmissions
- Introduction to mail and shipping
- U.S. postal system
- Zip code systems
- Classifications of domestic mail
- Insurance and delivery confirmation services
- Processing incoming mail
- Opening mail
- Outgoing mail
- Preparing envelopes or mailing labels
- Adding postage
- 45. Managing practice finances
- Introduction to daily financial activities
- Maintaining patient accounts
- Computerized charge entry
- Fee schedule
- Patient account ledger
- Day sheet
- Printing day sheets and other reports
- Other financial accounts
- Requesting payment for services
- Notifying patients if insurance is not expected to cover services
- Banking activities
- Types of accounts
- Checks
- Precautions for accepting checks, credit cards, and/or debit cards
- Electronic transfer of funds
- Bank deposits
- Reconciling a bank statement
- Accounts payable or record of cash disbursements
- Petty cash
- 46. Medical coding
- Introduction to coding
- Procedure coding
- Levels of procedure codes
- Current procedural terminology codes
- Relative value units and diagnosis-related groups
- Sections of the current procedural terminology manual
- Modifiers
- Looking up current procedural terminology codes in the index
- Selecting a specific current procedural terminology code
- Healthcare common procedure coding system level II codes
- Looking up healthcare common procedure coding system level II codes
- Diagnosis coding
- History of diagnosis coding
- ICD-10-CM codes
- Format of ICD-10-CM codes
- Using the alphabetic index
- Using the tabular list
- Improving coding accuracy
- Medical necessity
- Coding at the correct level of service
- 47. Medical insurance
- Introduction to health insurance
- History of health insurance
- Obtaining health insurance
- Paying for health insurance and health care
- Factors affecting insurance reimbursement
- Primary, secondary, and tertiary insurance
- Coordination of benefits
- Participating and nonparticipating providers
- Types of reimbursement
- Types of insurance
- Fee-for-service plans
- Managed care plans
- Government plans
- Insurance and managed care policies and procedures
- Meeting requirements for insurance and managed care plans
- Verifying eligibility and obtaining preauthorization (precertification)
- Referrals
- Formulary exceptions
- Insurance claim forms
- The CMS-1500 claim form
- Guidelines for processing insurance claims
- Completing the insurance claim form
- Carrier information
- Patient and insured information
- Provider information
- Submitting insurance claims
- Electronic claims
- Paper claims
- Tracking insurance reimbursement
- Using a claims register
- Remittance advice (explanation of benefits) forms
- Follow-up and resubmission of claims
- Effective communication regarding managed care and/or insurance
- Communication with managed care and/or insurance providers
- Communication with patients regarding managed care and/or insurance
- 48. Billing and collections
- Introduction to billing
- Billing cycle
- Billing process
- Billing problems
- Problems with checks
- Overpayments and refunds
- Account aging
- Accounts receivable aging records and reports
- Examining accounts for those overdue
- Collection activities
- Past due accounts
- Collection letters
- Credit agreements
- Truth in lending statements
- Policy for patients with outstanding balances
- Other collection techniques and special circumstances
- Laws affecting credit and collection activities
- 49. The medical assistant as office manager
- Introduction to medical office management
- Maintaining the office
- Administrative area
- Waiting room
- Examination and treatment rooms
- Security systems
- Routine maintenance
- Temperature and ventilation
- General cleaning
- Cleaning cabinets and drawers
- Miscellaneous tasks
- Maintaining equipment
- Inventory
- Monitoring equipment function and readiness for use
- Service contracts
- Service calls
- Purchases of new equipment
- Supplies
- Supply inventory
- Restocking
- Ordering supplies
- Receiving supplies
- Patient and employee safety
- Safe work practices
- Monitoring environmental safety
- Signs and instructions
- Creating an environment for teamwork
- Staff meetings
- Orienting and training employees
- Working with new employees or medical assisting students
- Employer obligations for payroll
- Deductions
- Additional obligations
- Managing provider and employee schedules
- Provider schedules
- Employee schedules
- Locating community resources for patients
- Risk management
- Minimizing risk of injury or illness
- Liability insurance
- Compliance reporting
- Incident reports
- 50. Obtaining employment
- Introduction to obtaining employment
- Successful job search
- Setting goals
- Identifying potential employers
- Tools for a job search
- Preparing a résumé
- Writing a cover letter
- Sending the résumé
- Filling out an employment application
- Applying for employment using the internet
- Getting the job
- Interview techniques
- Follow-up after an interview
- Lifelong learning
- Staying current
- Avoiding burnout
- Professional organizations and peer support
- Continuing education units
- Planning for job advancement or career change
- Advancing to management
- Upgrading technical and clinical skills
- Transferring skills
- Glossary
- Index
- Edition: 5
- Published: February 7, 2025
- Imprint: Elsevier
- No. of pages: 1352
- Language: English
- Paperback ISBN: 9780443121777
- eBook ISBN: 9780443124105
KB
Kathy Bonewit-West
Kathy Bonewit-West has been in healthcare education for more than 30 years. She taught anatomy and physiology to Nursing students and later moved into Medical Assisting education. She served as program director for the Medical Assisting program at Hocking College in Nelsonville, Ohio, for many years. Ms. Bonewit-West is also a former member of the Curriculum Review Board for the American Association of Medical Assistants. In addition to co-authoring Today’s Medical Assistant: Clinical & Administrative Procedures, Kathy is the lead author of Clinical Procedures for Medical Assistants, soon to be in its 12th Edition.
Affiliations and expertise
Professor Emeritus, Medical Assistant Program, Hocking College, Nelsonville, Ohio; Former Member, Curriculum Review Board of the American Association of Medical Assistants