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THE ADMINISTRATIVE MEDICAL ASSISTANT
Chapter 1
Chapter 1 2
The Administrative Medical Assistant Learning Objectives
Describe the tasks and skills required of an administrative medical assistant.
List three personal attrubites essential for an administrative medical assistant.
Describe the employment opportunities in various medical settings and specialties.
Define five of the positive work attitudes that make up the work ethic of an administrative medical assistant.
Describe the professional image of the administrative medical assistant.
Chapter 1 3
The AdministrativeMedical Assistant (cont’d)
Learning Objectives List three advantages of professional affiliations
and certification. Describe the elements of good interpersonal
relationships with patients and others within the medical office.
Chapter 1 4
Key Terms AAMA AAMT Accuracy Administrative
medical assistant AMT Assertiveness Certification Confidentiality Dependability
Efficiency Empathy Flexibility Good judgment Honesty IAAP Initiative Maturity Problem-solving Professional image
Chapter 1 5
Key Terms (cont’d)
Punctuality Self-motivation Tact Team player Thoroughness Work ethic
Chapter 1 6
Tasks, Skills, and Personal Attributes
Administrative medical assistants complete those tasks and procedures necessary to keep the office of the medical practice running efficiently.
Medical assistants capably perform a number of tasks in a variety of settings
Clinical medical assistants complete those tasks and procedures that aid the physician in medical treatment of patients.
Chapter 1 7
Administrative Tasks
Front desk procedures Greet patients, verify patient data, collect
payments, guide patients Scheduling
Telephone work, patient appointments Records management
Create and maintain patient medical records (charts), file office documents
Maintain confidentiality of patient records
Chapter 1 8
Administrative Tasks (cont’d)
Administrative duties Handle mail, transcribe chart notes, maintain
physician schedules Billing and insurance
Code or verify codes, process and follow up on insurance claims, handle patient billing, take care of office banking, maintain financial records
Chapter 1 9
Administrative Skills Communication skills
Writing, speaking, and listening Mathematics skills
Maintain financial records; handle patient billing; handle cash, check, and credit card payments
Organizational skills Develop systematic work habits, develop time
management skills, prioritize
Chapter 1 10
Administrative Skills (cont’d)
Computer skills Mastery of basic computer skills essential Working knowledge of wireless technologies,
telecommunications, electronic communications, voice recognition
Interpersonal skills Genuine desire to work with people Initial contact for most patients Ability to set positive tone for entire office Sensitivity to the feelings and situations of
others
Chapter 1 11
Personal Attributes Genuine liking for people Cheerfulness Empathy
Understanding how another feels
Chapter 1 12
Employment Opportunities Physician practices Clinics Hospitals and medical centers Care facilities Insurance companies
Chapter 1 13
Work Ethic and Professionalism
Initiative Problem-solving ability Punctuality Self-motivation Tact Being a team player Assertiveness
Work ethic—habits and skills used to deal effectively with task and people
Accuracy Thoroughness Dependability Efficiency Flexibility Good judgement Honesty
Chapter 1 14
Work Ethic and Professionalism (cont’d)
Accuracy Avoid even minor errors, which can pose
serious health consequences Thoroughness
Be attentive to detail; follow through Dependability
Avoid mistakes; take clear and complete messages
Chapter 1 15
Work Ethic and Professionalism (cont’d)
Efficiency Be efficient with time and resources; use
good organizational skills Flexibility
Respond to changing situations; handle interruptions and delays
Good judgement Use knowledge, experience, and logic
Chapter 1 16
Work Ethic and Professionalism (cont’d)
Honesty Tell the truth; be trustworthy Maintain confidentiality
Initiative Take action independently; offer help
Problem-solving ability Be logical in planning and prioritizing
Chapter 1 17
Work Ethic and Professionalism (cont’d)
Punctuality Be on time
Self-motivation Be willing to learn and do new duties/tasks
Tact Act and speak considerately; be sensitive to
people’s reactions Don’t offend; create goodwill
Chapter 1 18
Work Ethic and Professionalism (cont’d)
Being a team player Be generous with your time and help
Assertiveness Be assertive but not aggressive Communicate ideas in a confident, positive
manner
Chapter 1 19
Professional Image Health care profession’s image
Health, cleanliness, and wholesomeness Style
Personal style shows your vision of you by your actions, dress, hairstyle, etc.
Workplace style reflects employer’s preference, NOT necessarily your own style
Chapter 1 20
Professional Image (cont’d)
Physical attributes Maintain good posture; eat a balanced diet;
get sufficient rest; exercise regularly Grooming
Clean hair; daily bath or shower; deodorant; dental care; neat overall appearance
Short manicured nails; hair controlled; little or no fragrance; modest makeup
Clean, pressed clothes; comfortable well-kept shoes; limited jewelry
Chapter 1 21
Professional Image (cont’d)
Maturity Not dependent on age Includes a determination to acquire and
practice attitudes, habits, and skills that contribute to maturity
Ability to work under pressure, use good judgment, follow through
Chapter 1 22
Professional Growth Certification indicates achievement
of high standards and competency in the profession
AAMA Certified Medical Assistant (CMA) Recertify every 5 years
AMT Registered Medical Assistant (RMA)
Chapter 1 23
Professional Growth (cont’d)
AAMT Certified Medical Transcriptionist (CMT) Recertify every 3 years
IAAP (PSI) Certified Professional Secretary (CPS) Certified Administrative Professional (CAP)
Chapter 1 24
Interpersonal Relationships
Taking care of patients Show respect and concern without regard to
age, race, gender, or socioeconomic situation Learn patient names
Familiarity Leads to friendlier atmosphere Address physician by title; learn patient
name preference
Chapter 1 25
Interpersonal Relationships (cont’d)
Social relationships Maintain confidentiality Many offices have policies prohibiting social
relationships between employees Conversation with patients
Let patient choose topic Never offer advice or comment on treatment
Chapter 1 26
Interpersonal Relationships (cont’d)
Difficult patients Practice patience, understanding, restraint Be considerate of the patient’s condition Patient should leave with a feeling of
goodwill Terminally ill patients
Be sensitive to the situation; keep conversation short
DO NOT ask “How are you?”
Chapter 1 27
Interpersonal Relationships (cont’d)
Confidentiality Confidentiality of patient information is a
legal requirement Neither physician nor staff may divulge
without patient’s permission Not even to family, friends, clergy
Physician decides what information in the medical record is given or withheld
Medical assistant refers questions to physician Use care on telephone, computer screens,
front desk location
Chapter 1 28
Interpersonal Relationships (cont’d)
Cultural diversity Our beliefs, value system, language, and
understanding of the world grow from the culture in which we are born and raised
Be sensitive to the fact that others have their unique cultures
One culture is not better than another Culture is displayed in many different ways
Be respectful of people of all cultures Avoid stereotypes
Treat each person as an individual
Chapter 1 29
Interpersonal Relationships (cont’d)
Language barriers Can offer the greatest cultural barrier
Often patient is accompanied by someone who can interpret for them
Refer to foreign-language phrase books Speak slowly and clearly Don’t shout Use simple words Be brief
Deaf patients Use sign language or write notes
Chapter 1 30
Interpersonal Relationships (cont’d)
Nonpatients Includes business visitors such as
pharmaceutical representatives and office supplies vendors
Be courteous Most offices schedule a specific time each
month or make appointments to see these visitors
Chapter 1 31
QuizEmpathy
flexibility
age
Problem-solving
The ability to adapt in response to changing situations is _____________.
___________ is understanding how another person feels.
__________________ is the ability to logically plan the steps needed to accomplish a job.
Maturity is not dependent on ______.
Chapter 1 32
Critical Thinking
List the five skills needed by an administrative medical assistant.
Communication, mathematics, organizational, computer, and interpersonal skills.
Chapter 1 33
Critical Thinking
List the three personal attributes needed by an administrative medical assistant.
Genuine liking for people, cheerfulness, and empathy.
