Documents, Disputes and Decisions

By SCMA On 23/02/2016  

Perfecting Paperwork. Medical assistants need to have a comprehensive command of medical forms, terms, laws and technology.

Perfecting Paperwork

Medical assistants need to have a comprehensive command of medical forms, terms, laws and technology. Being able to deftly apply your specialized knowledge daily--from typing notes and instructions to scheduling and referrals to explaining complicated procedures and offering educational materials--is paramount in providing quality patient care.

Conflicts and Collections

Challenging situations often arise when patients' health is at stake. Medical assistants must be strong communicators, possess excellent interpersonal skills, and be sympathetic to the needs of their patients. Whether you are dealing with a scheduling mishap, frustration in the waiting room, botched lab results, or missed payments, you must keep your cool and put the customers' needs ahead of your own.

Rules and Resolutions

Problem solving is the cornerstone of medicine, figuring out what is wrong and finding solutions. Medical assistants must be able to "think-on-their-feet" and prioritize a long list of issues daily--the struggle is real! Luckily, with specialization and certification, you are ahead of your cohorts, overcoming obstacles both administrative and clinical, efficiently and intelligently.

Front Desk Faux Pas

The Dos and Don'ts of HIPAA Compliance

• Do keep patient information private when checking people in and out.
• Don't share personal patient information with other patients.
• Do explain the HIPAA privacy rule to patients each and every time. It's the law.
• Don't leave charts lying around or open for others to see.
• Do ensure the highest level of security when transferring data via email, fax or phone.
• Don't take patient data or charts home.
• Do follow HIPAA procedures after a patient leaves the practice, moves or passes away.
• Don't forget to keep up with HIPAA's perennial changes, checking periodically to certify you are in compliance.

Patient Dish

Hit or Miss: Tales from the Waiting Room

• Torrey, age 45: "After just explaining to my elderly father his HIPAA rights, the medical assistant turned the scheduling screen toward us, so we could see the available slots for his next appointment. We saw names, dates and a ton of other information about other patients, clearly a privacy no-no. I was upset, knowing that this probably wasn't the first time, and our rights might have already been violated unknowingly. What a shock!"
• Ben, age 20: "I really hate going to the doctor! Upon entering the packed office, I groaned. I was already sick with a fever and sore throat. The medical assistant could see I was struggling just to sign in. Unexpectedly, she came from behind the desk with another chair, so I wouldn't have to stand and brought a glass of water, too. What a pleasant surprise! With customer service like that, it is easy to see why people will line up for a checkup at this practice."
• Naomi, 35: "Heart pounding, baby screaming--I needed to nurse my poor child, or he was going to burst. Folks in the waiting room were getting angry with me for the screaming, but I felt uncomfortable and got the vibe this crowd would be intolerant about breastfeeding my little one. As if on cue, the medical assistant calling back patients noticed my discomfort. She came over to me, bent down and asked if she could help. Near tears, I asked if there was a restroom, but instead of giving me directions, she led me to a quiet and comfortable room, brought me a glass of water and closed the door, giving me the privacy and care I needed to nurse. Kindness like that restores my faith in the healthcare industry."
• Jack, 64: "I am no good on a computer, so I tried to make an appointment for the eye doctor over the phone. Every Time someone answered, it was either a service or they'd put me on hold. Finally, I got through, but the person on the other end wasn't qualified to answer my questions. She couldn't get my name right, nor could she find my doctor in the practice directory until I spelled it. What a mess! The worst part--going through all that nonsense to find out they didn't even take my insurance. I won't be going back again."