MDAA101- Portfolio Project W5
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Feb 20, 2024
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MDAA101 – Introduction to Medical Office Support & Services Portfolio Project Template
Student’s Name (First and Last): Alexis Smith
Instructor: Dr. Tracy Stepanyan
Session:
Directions: Please use this template for your portfolio project. Type within the document and submit the same file with each deliverable. Week 2: MAA Job Duties, Law & Ethics
Summarize the job description of a medical administrative assistant. Please identify and discuss at least 4 duties/responsibilities of a medical administrative assistant in at least 50 words for each duty.
As a medical administrative assistant you are responsible
to perform multiple tasks on a daily basis while delievering quality customer service for the patients. Some responsibilities include updating and maintaing patients health records which makes it easier for the physician to give the approiate treatment. If the records didn’t get updated physicians could misdiagnose patients. Also medical billers and coders use the information in patient charts to create medical claims. MAA also schedule and coordinate appointments. When scheduling the medical administrative assistant will use a
scheduling system to book and manage appointments for patients. They will also book follow-up appointments, medical procedures, reschedule appointments, and consultations for patients. Depending on the place of business there can be different styles of scheduling such as wave schedulding, time slot scheduling, and open book
scheduling.Another task that a MAA preform is process insurance claims. Many paitents have insurance that pays
for some or all of theit medical treatment. A MAA takes the paitnents insurance card and makes copies of it and proceeds to help file a claim. Lastly a MAA oversee medical billing as a task in their day. Patients with or without health inscurance could have to pay some medical fees out of pocket. A medical administrative assistant can process the payments or give information about a payment plan that will best work for the patient.
In at least 300 words, complete the following:
MDAA101 – Portfolio Project Template 2
o
Identify 3 laws/regulations from the list below and summarize the
purpose and use of each selected law/regulation.
o
Describe 1 way an MAA upholds each of the laws/regulations you
have chosen in their career. Here is a list of laws/regulations to choose from:
False Claims Act
Good Samaritan Act
Health Insurance Portability and Accountability Act (HIPAA) of 1996
HIPAA Breach Notification Rule
HIPAA Privacy Rule
HIPAA Transaction and Code Set Standards
HIPAA Security Rule
Medical Practice Acts
Patient’s Bill of Rights
Physician Orders for Life-Sustaining Treatment (POLST)
Respondeat Superior
Stark Law/Anti-Kickback Laws
Statutory Reports
The False Claims Act is a whistle blower law that prohibits an individual or organization from submitting inaccurate claims to government programs. Nursing facilities, physician offices and hospitals are under the False Claims Act. When someone has proof of the misuse of federal funds a claim is filed under the FCA. A MAA upholds the False Claims Act by ensuring the accurate services are being billed. If a billing issue is discovered, it should be addressed and taken care of as quickly as possible. The HIPAA Privacy Rule is a national standard to protect individual’s medical records and other personal health information. The privacy requirements limit the release of patient protected health information without the patient’s knowledge and consent beyond the required patient care. The Privacy Rule protects all Protected Health Information (PHI) held or transmitted by a covered organization, in any form or media including verbal communications among the staff, patients or other providers. As an MAA upholds the HIPAA Privacy Rule, they are not allowed to share information with family and friends that are identified to them by the patient.
The Patient’s Bill of Rights outlines essential guarantees for individuals receiving medical care. These include the right to courtesy, respect, dignity, and timely responsive attention to the patient’s needs. The patient being able to receive information from their physician and to discuss the risks, benefits, and costs for treatment. To ask questions about their health status or recommended treatment that they do not understand, make
MDAA101 – Portfolio Project Template 3
decisions about the care the physician recommends and have those decisions respected. Have the physician and staff respect the patient’s privacy, obtain copies of medical records, get a second opinion, to be advised of any conflicts of interest the physician may have in respect of their care and continuity of care. By providing patients with the proper medical care and treating them fairly, the MAA is upholding the Patient’s Bill of Rights.
Week 3: MAA Proper Telephone & Triage Technique
Create a telephone script using at least 100 words and proper telephone technique steps by selecting one example of the types of calls often fielded by an MAA from the list that was provided on the portfolio project directions document. You will begin the script with answering the call within three rings and using a proper greeting. You will end your script with closing the call. Ring... Ring...
MAA: “Thank you for calling Smith Family Clinic, this is Alexis speaking how may I help you today?”
Patient: “Hi Alexis, I just recently found out that I am pregnant, and I would like to make an appointment.”
MAA: “Congratulations! Is this your first time with us?”
Patient: “Yes ma’am. “
MAA: “I’m going to get some information from you. Can I get your full name, address, phone number and date of birth?
Patient: “My name is Bree Pinn, address is 521 waters edge Rd, number 757-812-7539, and my birthday is June 17, 1994.
MAA: “Thank you so much. Do you prefer mornings or afternoons? Also do you have any specific doctor you would like to see?”
Patient: “Mornings are better for me, and any doctor will do just fine.”
MAA: “Let me check the doctor’s availability. I have a Monday at 8:45am and Wednesday at 8:00am which one would work best for you?”
Patient: “Monday ay 8:45am will be great.”
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MDAA101 – Portfolio Project Template 4
MAA: “Perfect! Okay Ms. Pinn, I have you down for Monday at 8:45am with Ms. Smith. Is there anything else I can help you with today?”
Patient: “No ma’am you been such great help.”
MAA: “We look forward to seeing you. Have a great day Ms. Pinn.”
Patient: “Thank you, you do as well. Bye Bye.”
MAA: “Bye.”
Some examples of types of calls you will receive as an MAA include:
Patient calls to request an appointment
Patient requests a prescription refill
Patient asks to talk with physician or nurse because a patient is ill or needs some medical information
Patient calls with an insurance or billing question
Insurance company calls requesting information on a patient
Patient calls with a complaint
In at least 100 words, demonstrate that you can properly assess the needs of
patients that call BSC Healthcare Facility. Each patient must be properly screened to meet their needs. The MAA can determine if the situation is an emergency by asking a predetermined sequence of questions (triage). Listed below are four patient case scenarios. Choose two patients from the list. Create a script for each selected patient with the proper sequence of questions based on the patient’s needs. 1.
Patient A
: Denisha Smith is a new patient who needs to make an appointment to meet with a doctor.
2.
Patient B
: Henry Wong is an established patient who would like to know the results of his lab work that was completed one week ago.
MAA: “Thank you for calling Smith Heath Center, this is Nylah speaking how may I help you?”
Henry: “Hi this is Henry Wong I am calling because I had my lab work done a week ago and I haven’t heard anything back about the results why is it taking so long?”
MDAA101 – Portfolio Project Template 5
MAA: “Hello Henry I apologize about the long wait let me take a look into that for you. Can you provide me with your date of birth?”
Henry: “Yes its May 23, 1986.”
MAA: “Thank you, I am going to take a look. I found them it looks like it was an error on our end, and I am sorry for that I will give them to a doctor right now so they can go over them with you will that be, okay?
Henry: “Yes and thank you for taking the time to look for them.”
MAA: “You’re welcome. The doctor will be out in a second to grab you.”
Henry: “Okay thank you and have a nice day.”
MAA: “You as well.”
3.
Patient C
: Susie Stratton is a new patient calling with chest pains.
MAA: “Good morning and thank you for calling Smith Health Center this Zaire speaking how may I help you?”
Susie: “Hi I need to make an appointment to see a doctor about my chest pains.”
MAA: “I’m sorry to hear that. Let’s get you an appointment scheduled have you been here before?”
Susie: “No I haven’t.”
MAA: “Okay Susie, what is your full name and birthday?”
Susie: “My name is Susie Stratton, and I was born on November 28, 1976.
MAA: “How long have you been having chest pains?”
Susie:” They started about an hour and a half ago when I was going down my stairs. The pains come and go but they are sharp pains.
MDAA101 – Portfolio Project Template 6
MAA: “Do you have any other symptoms such as shortness of breath, nausea, or dizziness?”
Susie: “Yes, I have been a little nauseous lately.
MAA: “I am a bit concerned about some of these signs are you able to make it to a hospital if not call 911.
Susie: “Okay thank you I’m going to the hospital right now.”
MAA: “You’re welcome, Susie.”
4.
Patient D
: Billy Bryant is an established patient who would like a prescription refill on a medication. Week 5: Patient Information and Scheduling
In at least 150 words, identify and discuss 3 benefits and 3 drawbacks to using each of the following scheduling systems:
Computerized appointment scheduling system
Using a computerized appointment scheduling system has its ups and downs as many computer systems do. These systems offer many benefits such as enhancing the use of time slot availability in that way it can help avoid overbooking and fill in spots left open to cancellations. Another benefit is it helps save time so physicians focus on patient care, the staff work on other duties and patients can
have easy access to healthcare services. Last but not least, have patients remember appointments by sending timely reminders so that way won’t miss their appointment, or they have time to reschedule. However, a computerized appointment scheduling system also have some drawbacks such as security concerns some patients could worry about their information getting hacked, or having technical issues and the systems go down then the office will not have anyone information. With everything being computerized you can lose having that personal connection with the patients which most patients rely on.
Manual appointment scheduling system Manual appointment scheduling systems use paper calendars, notebooks, and call to book, confirm or cancel appointments. Some pros to this system are it allows
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MDAA101 – Portfolio Project Template 7
healthcare providers to designate tasks to accommodate specific request difficult cases or crucial situations easily. Manual systems help improve staff teamwork and performance by letting providers take control over who works with who based on their skillset and availability. It also increases productivity by customizing schedules to fit certain needs and preferences. A couple cons for manual appointment scheduling systems will include that it is vulnerable to mistakes such as miscommunication or double
booking. By using manual systems staff have to spend more time making phone calls and writing down various things and this can take away from patient care or other duties. This system can also allow for a data breach by using paper records. They can be misplaced, stolen or damaged and personal information can be overheard while on the phone with a patient that can compromise the patient’s privacy.
In at least 150 words, choose three types of scheduling methods from the list
provided in the portfolio project directions document.
Types of Scheduling Methods:
Block (Group)
Cluster (also known as wave scheduling)
Cluster scheduling (also known as wave scheduling) involves giving the same slot to patients with similar health conditions within an hour to 3-4 patients and the one arriving first sees the doctor first. A healthcare facility that uses this type of scheduling are facilities that
deal with chronic illnesses. The facilities chose this scheduling to improve efficiency and quality of care by letting the staff focus on one specific condition at a time.
Fixed Office Hours
Double-Booking
Modified Wave
Modified wave scheduling manages appointments that involve assigning patients at regular intervals within a given hour, for example every 15 minutes. Facilities that specialize in dermatology use this type of scheduling. This type of scheduling is used in some dermatology offices because patients may have similar problems that can be diagnosed and treated in a short period of time
MDAA101 – Portfolio Project Template 8
and the procedures can be scheduled in waves to optimize the use of equipment and staff.
Open Office Hours
Walk-in
Walk-in scheduling is where patients are seen in the order in which they arrive without making an appointment. The type of healthcare facility that uses walk-in scheduling are some urgent cares. They use this type of scheduling for people who need immediate medical attention for non-life threatening conditions. With urgent cares open they help reduce overcrowding and wait times in emergency rooms.
Define each chosen scheduling method (three total).
For each of the chosen scheduling method, state what type of healthcare facility would use the chosen scheduling method.
For each of the chosen scheduling method, explain why the type of healthcare facility would use the chosen method. Week 6: Payments and Collections
In at least 75 words, identify and discuss 4 possible methods of payment that can be used during a patient’s first visit.
In at least 75 words, define monthly billing. Discuss 1 benefit and 1 drawback of monthly billing.
In at least 75 words, define cycle billing. Discuss 1 benefit and 1 drawback of cycle billing.
Using the BSC Healthcare Facility Daysheet, please provide responses to the following questions:
1.
What is the total in insurance deposit checks? 2.
What is the total cash amount for the day? 3.
What is the total patient check amount for the day? 4.
How many patients had to pay a co-pay? 5.
List the patients (First & Last name) with a balance on their account.
6.
Describe a potential office policy for a patient with an outstanding balance
for over 90 days. BSC Healthcare Facility
1234 Any Street
Anytown, Any State 12345
MDAA101 – Portfolio Project Template 9
BSC Healthcare Facility Daysheet
Date
Patient
Description
Fee
Copay
Form of
Payment
Balanc
e
Doc
#
07.15.20
23
Johnson,
Howard
99203
142.10
10.00
Cash
$0.00
1
07.15.20
23
Martin,
Patricia
99201
120.00
25.00
Cash
$0.00
1
07.15.20
23
Hunt,
Cheryl
99202
173.00
30.00
Check
#5140
143.00
2
07.15.20
23
Smith,
James
99395
150.00
25.00
Cash
125.00
1
07.15.20
23
Ramos,
Joseph
99201
140.50
25.00
Cash
115.50
2
07.15.20
23
Elliott,
Sara
Aflac
Payment
99211
256.32
Check
#82190
$0.00
07.15.20
23
Boyle,
David
99213
200.00
50.00
Cash
150.00
1
07.15.20
23
Richards
, Peter
99205
350.00
40.00
Check#556
0
310.00
2
07.15.20
23
Hicks,
Christine
99202
175.00
25.00
Cash
$120.0
0
1
07.15.20
23
Helms,
Sonya
BCBS
Payment
99212
187.62
Check#092
4
$0.00
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