Medical Office
Management
Week Five
Chapter 12 & 13
Mattie Shiloh, msn, rn
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 1
Opening the Office
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Arrive early to prepare the office for the day ahead.
Allow only a certain number of employees to have keys
and alarm codes.
Numerous keys distributed gives more employees access
to the office after hours.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 2
Duties before Patient Arrival
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Call the answering service to collect messages.
Write the messages on the message pad to ensure that
a copy is kept.
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Make copies of the day’s appointments
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Provide a copy to each physician.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 3
Duties before Patient Arrival
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Prepare medical records for patients that are to be seen.
Make certain that there are enough progress notes in
each medical record.
Glance over notes from the previous visit to be sure that
laboratory results are in the record and available to the
physician.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 4
Duties before Patient Arrival
Restock examination rooms
– Cotton balls
– Adhesive bandages
– Gauze pads
– Patient gowns
– Drapes
Restock restrooms
– Toilet paper
– Soap
– Hand towels
– Urine specimen cups
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 5
Duties before Patient Arrival
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Make sure that prescription pads are available.
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Keep the pads out of patient sight.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 6
Duties before Patient Arrival
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Turn on equipment.
– lights
– computers
– lab machines
– copy machines
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Run controls on lab equipment, if necessary.
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Fill copy machine with paper.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 7
Duties before Patient Arrival
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Check specimens and laboratory tests that need to be
viewed, and record results in the patient medical record.
Make certain the physician sees all test results according
to office policy.
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Prepare the accounting software or manual day sheet.
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Gather enough encounter forms for the day.
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Stock the patient check-in and checkout areas with
business and appointment cards.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 8
Patient Traffic Flow
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Room design is generally out of the medical assistant’s
control.
Physical design and room layout can usually be changed
and adapted for patient traffic flow.
The fewer steps that patients have to walk as they work
their way through the office, the better.
Move patients from room to room only when no other
options exist.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 9
Pharmaceutical Representatives
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Also called “detail persons.”
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Do not always see the physician.
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Restocks the sample drugs.
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Answer questions about the drugs they represent.
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Goal is to get the physician to prescribe their company’s
drugs more often.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 10
Other Office Visitors
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Medical suppliers
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Office suppliers
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Medical equipment suppliers
Physicians
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Take visiting physicians directly to the doctor’s office.
Notify the doctor at once that a physician is waiting in
the office.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 11
Other Office Visitors
Physician’s Family Members or Friends
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Follow the physician’s directions as to family visits.
Never send family members or friends away without
notifying the doctor of their presence in the office.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 12
Using the Office Policy Manual
All employees must read the office policy manual and are
responsible for knowing the information contained in the
manual.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 13
Daily, Weekly, and Monthly Duties
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Use checklists to ensure that all duties are completed.
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Checklists help divide duties among staff members.
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Include even the smallest tasks on the checklists.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 14
Identifying the Need for Specific Supplies
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Consult the policy manual to determine the way that
supplies should be ordered.
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Take an inventory at least monthly.
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Communication is the key to keeping supplies in stock.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 15
Budgeting
Expenses in operating a medical practice include:
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Salaries
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Insurance
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Medical supplies
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Maintenance
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Business equipment
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Taxes
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Medical equipment
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Laboratory fees
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Utilities
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Office supplies
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Rent or mortgage
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 16
Budgeting
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Expenses are usually planned 1 year in advance.
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Log expenses into specific categories monthly.
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Adjust budget categories, and determine where
overspending has occurred.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 17
Comparing Prices
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Compare prices when shopping for supplies and
equipment
Price may not be the only consideration when making a
purchase. Also consider:
– warranties
– bulk purchase discounts
– maintenance agreements
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 18
When Making Purchasing Decisions…
Consider:
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price
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delivery
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shipping
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handling charges
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length of time to use all stock
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 19
Ordering Supplies
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Responsibility should be assigned to one person.
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Determine a method for tracking usage and ordering.
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Ensure that staff members note when supplies are taken
from stock.
Use the system that works best in the office.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 20
Internet Shopping
Compare prices on the Internet in addition to using local
suppliers.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 21
Receiving an Order
Packing slips
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List of items ordered and items shipped
Invoice
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Itemized list of goods shipped that specifies price and
terms of sale
Statement
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Summary of a financial account that shows the balance
due and transactions that affect the account
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 22
Equipment Maintenance
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Many machines must receive scheduled maintenance.
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Records must be kept of all maintenance procedures.
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Maintenance guidelines are usually found in owner’s
manuals.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 23
Sending and Receiving Email
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Always project a professional tone.
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Use office systems for work-related email only.
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Never forward comics or sexually explicit email using the
office system.
Treat email as confidential if it relates to a patient.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 24
Sending and Receiving Email
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Email and all computer activity can be monitored in real
time.
Files are not completely gone even when deleted.
Do not participate in any email activity that you would
not want your supervisor to read.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 25
Traveling for Business Purposes
Training seminars and workshops allow employees to gain
CEUs, learn new techniques and procedures, and
maintain certifications.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 26
Scheduling Travel, Hotel Rooms, and Car
Rentals
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Location of event dictates the type of travel
arrangements that should be made.
The Internet is often used to book travel arrangements.
Staff members should expect reimbursement for
reasonable business expenses.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 27
Suspicious Persons
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Keep a distance if a suspicious person enters the office.
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Stay behind counters and desks.
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Lock doors that lead to the reception area, if possible.
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Attempt to notify another employee as soon as possible.
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Plan codes for different types of emergency situations.
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“Norman is here to see you.”
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 28
Office Security
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Store cash and narcotics in locked cabinets.
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Use an alarm system.
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Limit the employees who know alarm codes.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 29
Fire Extinguishers
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Fire extinguishers must be serviced annually by a fire
professional.
Staff members should be trained in the use of fire
extinguishers.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 30
Fire Extinguishers
Multipurpose ABC extinguishers are suitable for small
businesses.
Basic Use:
P—Pull the pin
A—Aim the hose
S—Squeeze the handle
S—Sweep the nozzle
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 31
Is the Physician’s Office Safe?
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Is there an escape plan with two ways out, and do
employees know how to use it?
Is the fire alarm and sprinkler system functioning
correctly and easily accessible?
Is all storage neat and orderly and not obstructing
sprinkler heads?
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 32
Fire Exits and Escape Routes
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At least two exits must be designated as fire exits in the
medical facility.
They must be clearly marked and easily accessible.
Escape plans must be posted in several areas of the
facility.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 33
Waste Storage and Destruction
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Medical waste and regular waste are found in the
physician’s office.
Medical waste must be disposed of according to OSHA
guidelines.
– Records must prove that medical waste was collected and
destroyed.

Regular trash is collected two or three times a week.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 34
Emergency Phone Numbers
Keep a list of frequently called and emergency phone
numbers.
Include:
 Local hospitals
 Local pharmacies
 All physicians associated with the practice
 All employees
 Nonemergency police services
 On-call physicians
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 35
Closing the Office
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Check to see that all patients have left the office.
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Straighten examination rooms.
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Lock file cabinets, drawers, and doors that must be kept
locked.
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Perform general housekeeping duties.
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Send phone lines to the answering service, if applicable.
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Lock the facility.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 36
Reflection on the Physician
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Everything that happens in the office is a reflection on
the physician and staff.
Written communications must be well written and
grammatically correct.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 37
Grammar Review
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Good grammar is essential for medical assistants who
deal with written communications.
Knowledge of the parts of speech and sentence
structure is crucial when writing a professional letter or
document.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 38
Letter Styles
Four basic styles
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Block
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Modified block or standard
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Modified block indented
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Simplified
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 39
Block Letter Style
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All lines flush to the left margin
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Very efficient
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 40
Block Letter Style (cont’d)
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 41
Modified Block Letter Style
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 42
Spacing and Margins
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Business letters are usually single-spaced.
First typed entry goes on the third line below the
letterhead.
Typing on continuation pages begins 1 inch from the
top.
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Side margins 1 to 1½ inches on each side.
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Minimum of 1-inch margin on the bottom.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 43
Signing the Letter
Physician usually signs:
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Letters with medical
advice
Letters to medical
societies
Referral and
consultation reports
Medical reports to
insurance companies
Personal letters
Medical Assistant signs:
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Routine letters
Orders for office
supplies
Notifications to patients
about surgery or
hospital arrangements
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Collection letters
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Letters of solicitation
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 44
Mail Processing
Incoming mail usually includes:
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General correspondence
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Payments for services
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Bills for office purchases
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Insurance claim forms to be completed
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Laboratory reports
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Hospital reports
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Medical society mailings
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Professional journals
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Promotional literature and advertising
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 45
Opening the Mail

Follow office policy.

Do not open mail that is marked “personal.”

Use a methodic system to open and process mail
efficiently.
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 46
Handling Vacation Mail
Determine:
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Is this important enough that the physician should be
contacted?
Should it be forwarded for immediate attention?
Should it be answered now, explaining the delay
because the physician is out of the office?
Can the mail wait for attention until the physician
returns?
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 47
Questions
Any Questions?
Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Slide 48