2011 Delmar, Cengage Learning Chapter 10 Creating 3D Objects.
© 2009 Delmar, Cengage Learning Chapter 23 Business and Accounting Skills.
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Transcript of © 2009 Delmar, Cengage Learning Chapter 23 Business and Accounting Skills.
© 2009 Delmar, Cengage Learning
23:1A Filing Records
• Filing is the systematic or orderly arrangement of papers, cards, or other materials, so they are readily available for future reference
• Material can be located quickly when needed
(continues)
© 2009 Delmar, Cengage Learning
Filing Records(continued)
• Records are stored safely and protected as legal records
• Various systems for filing in use
• Important to become thoroughly familiar with agency’s method and follow all instructions carefully
(continues)
© 2009 Delmar, Cengage Learning
Filing Records(continued)
• Types of filing systems– Alphabetical
– Numerical
– Geographic
– Subject
(continues)
© 2009 Delmar, Cengage Learning
Filing Records(continued)
• Cross-indexes or cross-references
• Color-coded filing systems
• File storage– Manual filing
– Electronic
• Confidentiality of files
© 2009 Delmar, Cengage Learning
23:1B Using the Alphabetical or Numerical System
• Main rules for alphabetical filing– Units
– Indexed
• Basic principles for numerical filing– Cross indexing
© 2009 Delmar, Cengage Learning
23:2 Using the Telephone
• Correct use of telephone depends on use of many skills
• Developing the correct tone of voice is essential
• Answer the telephone promptly
• Identify the office or agency and yourself
• Screening calls
(continues)
© 2009 Delmar, Cengage Learning
Using the Telephone (continued)
• In order to screen calls, first find out the name of the caller
• Determine the purpose of the call
• Emergency calls must be evaluated
• Telephone triage can also be used to determine how quickly a patient should be scheduled for an appointment
(continues)
© 2009 Delmar, Cengage Learning
Using the Telephone (continued)
• Use discretion at all times while using the telephone
• Before ending a call repeat important information to caller
• Always close a conversation with “Thank you for calling, good-bye”
• Memorandums
• Problem calls occur in all agencies(continues)
© 2009 Delmar, Cengage Learning
Using the Telephone (continued)
• Inform patient if there will be a slight delay or if they are being put on hold
• Correct telephone techniques require practice and experience
(continues)
© 2009 Delmar, Cengage Learning
Using the Telephone (continued)
• Automatic routing telephone system (ARU)
• Answering services and machines
• Paging systems
• Cellular telephones
• Electronic mail
• Fax (facsimile) machines
© 2009 Delmar, Cengage Learning
23:3 Scheduling Appointments
• Correct scheduling of appointments is essential for good public relations
• Appointment books or logs
• Schedule only times available on the schedule
• Most agencies use a pencil to record appointments
(continues)
© 2009 Delmar, Cengage Learning
Scheduling Appointments(continued)
• Learn length of time taken for various procedures in your agency
• Schedule appointments as close together as possible, but not so close that patients feel rushed or are required to wait for long periods in the waiting room
• Questions to ask while scheduling an appointment
(continues)
© 2009 Delmar, Cengage Learning
Scheduling Appointments(continued)
• Make sure you have all information
• Repeat date, day, and exact time of appointment to patient
• Mark correct amount of time in appointment book
• Be polite if patient calls to cancel
(continues)
© 2009 Delmar, Cengage Learning
Scheduling Appointments(continued)
• Chronic problems of scheduling occur in every agency
• Emergencies occur in every agency
• Scheduling of appointments by computer
• Scheduling appointments correctly takespractice with the system
• Documenting missed appointments provides legal protection
© 2009 Delmar, Cengage Learning
23:4 Completing Medical Records and Forms
• Wide variety of medical records kept in every health agency
• Two common forms are statistical data sheets/cards and medical history records
• All records are confidential
• Statistical data sheets
• Medical history records(continues)
© 2009 Delmar, Cengage Learning
Completing Medical Records and Forms
(continued)
• In most agencies, assistants will complete only statistical data information, and/or family history, past history, and personal history sections
• Physician or other authorized person will do all parts of the medical history
(continues)
© 2009 Delmar, Cengage Learning
Completing Medical Records and Forms
(continued)
• Patient must have privacy while being questioned
• Legal requirements must be observed while working with medical records
• HIPAA requirements
• An awareness of cultural and religious diversity of patient is essential
(continues)
© 2009 Delmar, Cengage Learning
Completing MedicalRecords and Forms
(continued)
• Final record is usually typed for patient’s permanent record or keyed into a computer program and printed
• Common abbreviations used in records and forms
© 2009 Delmar, Cengage Learning
23:5 Composing Business Letters
• Collection letter
• Appointment letter
• Recall letter
• Consultation letter
• Inquiry letter
© 2009 Delmar, Cengage Learning
Parts of a Letter
• Heading/letterhead
• Inside address
• Salutation
• Subject line
• Body
(continues)
© 2009 Delmar, Cengage Learning
Parts of a Letter(continued)
• Complimentary close
• Signature
• Reference initials
• Enclosure notation
© 2009 Delmar, Cengage Learning
Proper Form for Letters
• Must be neat and professional
• Spelling and punctuation must be correct
• Form or style for letters varies
• Block-style letter
• Modified-block style letter
© 2009 Delmar, Cengage Learning
Spacing for Letters
• Letterhead
• Heading
• Date
• Inside address
• Salutation
• Subject line
• Body
(continues)
© 2009 Delmar, Cengage Learning
Spacing for Letters(continued)
• Complimentary close
• Signature
• Reference initials
• Enclosure notation
• Margins
© 2009 Delmar, Cengage Learning
Summary
• Proofread all letters before obtaining signature of sender
• Correct all spelling and grammar
• Use a form letter if possible
• Always follow agency policy
© 2009 Delmar, Cengage Learning
23:6 Completing Insurance Forms
• Many patients rely on insurance companies to pay health care expenses, so forms must be completed correctly to receive prompt payment
• Information regarding patient’s insurance coverage is essential
(continues)
© 2009 Delmar, Cengage Learning
Completing Insurance Forms(continued)
• To file insurance claim
• HIPAA requirements
• All-purpose form used by many agencies—CMS-1500
• General principles for completing insurance forms
• Computer programming available for insurance forms
© 2009 Delmar, Cengage Learning
Codes on Insurance Forms
• Diagnosis code
• Procedure/services code
• Use of an incorrect code can lead to rejection and/or delayed payment of a claim
• Two major sources for numerical codes:– International Classification of Diseases
– Physician’s Current Procedural Terminology
© 2009 Delmar, Cengage Learning
23:7 Maintaining a Bookkeeping System
• Pegboard system
• Day sheet or daily journal
• Statement-receipt record
• Charge slips
• Ledger cards
• Explanation of Benefits (EOB) form
(continues)
© 2009 Delmar, Cengage Learning
Maintaining a Bookkeeping System (continued)
• Basic system for using pegboard system
• System can also be used to record payments received
• Daily totals obtained at the end of the day
• Series of copies is made at one time
• Computerized bookkeeping systems
© 2009 Delmar, Cengage Learning
23:8 Writing Checks, Deposit Slips,and Receipts
• Checks:– Provide a written request for transaction of
money through a bank
– Used instead of cash
• Terms:– Payee
– Originator
– Endorsement
(continues)
© 2009 Delmar, Cengage Learning
Writing Checks, Deposit Slips, and Receipts
(continued)
• Basic principles for writing checks
• Review checks carefully when received from patient
• Take steps to prevent loss of checks
• Receipt is used as a record of goods or money received
(continues)
© 2009 Delmar, Cengage Learning
Writing Checks, Deposit Slips,and Receipts
(continued)
• Deposit slips are financial records for cash or checks received
• All monies should be deposited preferably on a daily basis
• Most agencies keep a copy of each deposit slip
(continues)