MDAA101- Portfolio Project Final

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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.”

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?”

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