Chapter 23
Business and
Accounting Skills
© 2009 Delmar, Cengage Learning
A 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
• 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
© 2009 Delmar, Cengage Learning
Filing Records
(continued)
• Types of filing systems
– Alphabetical- most common
– Numerical- second most common; requires a cross-index or
cross-reference list (patients are assigned a number)
– Geographic- items filed according to location
– Subject- items filed by subject or topic
© 2009 Delmar, Cengage Learning
Filing Records
(continued)
• Cross-indexes or cross-references- essential
to avoid mistakes or losing records and may
be kept on index cards in a separate file
• Color-coded filing systems- easy for filing
• File storage
– Manual filing
– Electronic
• Confidentiality of files
© 2009 Delmar, Cengage Learning
Using the Alphabetical or Numerical
System
• Main rules for alphabetical filing
– Units
– Indexed
Ex: John Robert Davis has three units and would be
indexed and filed as: Davis, John Robert
• Basic principles for numerical filing
– Cross indexing: patient names are usually indexed as for
alphabetical filing; each name is then placed on a card or
in a computer data base, and a number is assigned
© 2009 Delmar, Cengage Learning
Using the Telephone
• Correct use of telephone depends on use
of many skills. The impression you create on
a call will influence a patient.
• Developing the correct tone of voice
is essential
• Answer the telephone promptly
• Identify the office or agency and yourself
• Screening calls- must determine which calls
should be referred to the doctor or
(continues)
appropriate person
© 2009 Delmar, Cengage Learning
Using the Telephone
• 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 (process of evaluating the
situation and prioritizing treatment) can also be
used to determine how quickly a patient should
be scheduled for an appointment
© 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)- allows
a large number of calls to be answered at same time
• Answering services and machines
• Paging systems
• Cellular telephones
• Electronic mail
• Fax (facsimile) machines
© 2009 Delmar, Cengage Learning
Scheduling Appointments
• One of the most frequent complaints that
patients voice regarding a health care office is
having to spend a lot of time sitting and waiting!
• 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
• 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 takes
practice with the system
• Documenting missed appointments provides legal
protection
© 2009 Delmar, Cengage Learning
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
• 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
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 Medical Records and Forms
• 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
Composing Business Letters
• Collection letter- encourages a patient to pay an
account that is due
• Appointment letter- informs patient of a scheduled
exam
• Recall letter- reminds a patient that it is time to
return for a periodic exam
• Consultation letter- sent to another professional to
request an exam of a patient
• Inquiry letter- seeks information
© 2009 Delmar, Cengage Learning
Parts of a Letter
•
•
•
•
•
Heading/letterhead
Inside address
Salutation
Subject line
Body
© 2009 Delmar, Cengage Learning
Parts of a Letter
•
•
•
•
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
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
• 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
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
• 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
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
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
• 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)
© 2009 Delmar, Cengage Learning
Writing Checks, Deposit Slips,
and Receipts
• All math should be double-checked
• Terms used on deposit slips
• Accuracy is the best policy
© 2009 Delmar, Cengage Learning