The Medical Administrative Assistant:
Professional Excellence for Tribal Medical
Receptionists, Clerks and Administrative

Serving as front office personnel in a tribal healthcare setting can be both challenging and rewarding. This interactive class uses case studies and scenarios to help you build the skills you need to demonstrate professional excellence in the tribal healthcare arena. Come ready to learn best practices in customer service, ways to boost your career, tips for protecting confidential information, strategies for maintaining a quality medical records system and an efficient billing process, and important information about HIPAA. Youíll also learn how to anticipate customersí needs and put them at ease before they become problem patients.

T O P I C S   I N C L U D E

Best Practices in Customer Service

  • Understanding the psychology of medical customers
  • Designing the best waiting room experience
  • The importance of the first impression
  • Anticipating customersí needs
  • Routing patients to the appropriate place within the facility or appropriate clinical staff
  • Making new and anxious patients feel relaxed
  • Recognizing and meeting special needs of elders

Honing Your Communication Skills

  • Body language
  • Phone etiquette
  • Active listening
  • Choosing the right phrases and tone of voice

Dealing with Angry and Frustrated Customers

  • Strategies for defusing the situation
  • Listening for underlying needs
  • Choosing the best response
  • Following up

Legal and Ethical Issues

  • HIPAA and privacy issues:
    • How to appropriately release Patient Health Information (PHI)
    • (When) is it OK to release PHI to a relative?
    • Handling uncommon requests for releasing PHI
    • Common HIPAA violations and how to avoid them
    • Why and how to follow proper protocol
  • Fraud and abuse
  • Embezzlement
  • Claim audits
  • Notice of privacy practices
  • Medical documentation rules
  • Records retention
  • Storing medical records
  • Electronic records
Medical Records Management
  • Purpose of medical records
  • Health information guidelines
  • Documentation
  • Record analysis
  • Ensuring proper coding
  • Keeping up to date
  • Staying in compliance
  • Validating reimbursement claims
  • Retention and retrieval of documents
  • Release of PHI
Maximizing Your Professionalism
  • Characteristics of a "professional"
  • Dressing for success
  • Planning your career progression
  • Creating your own professional "brand"
  • Free and affordable health care field training options

*Topics subject to change.


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