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Course Number: NCMA 103
Course Title: Office Skills for the Medical Assistant
Credit Hours: 5
Lecture Hours: 50
Lecture/Lab Hours: 0
Lab Hours: 0
Special Fee: none
Introduces entry level office procedures. Includes: telephone techniques, patient scheduling, office organization, office communication, the use of office machinery, computer systems, patient medical records, software and billing, coding and insurance procedures, while providing for patient privacy and confidentiality.
Intended Outcomes for the Course
- Apply and use proper telephone etiquette, including scheduling, patient triage, prior authorizations for insurance, and referrals.
- Apply a basic understanding of office communication including verbal and written communication.
- Correctly use office machinery including fax machines, copy machines, multi-line phone systems, computers, etc. while providing for patient privacy and confidentiality.
- Display the ability to work as a team and resolve conflicts in a positive, professional manner.
- Show evidence of mastery of basic billing, coding and insurance procedures, the basic foundation of banking and financial records and processes, and the ability to assemble and file in both paper and electronic patient medical records.
Course Activities and Design
- Patient scenario simulation modules
- Small group activities
Outcome Assessment Strategies
- Multiple choice, short answer, and essay questions that require integration, application, and critical examination of material covered in class.
- Small group assignments designed to stimulate critical thinking and positive interactive communication with peers.
- Written assignments designed to stimulate critical thinking related to potential clinical experiences.
Course Content (Themes, Concepts, Issues and Skills)
- The First Contact: Telephone and Reception
- Handling incoming calls
- Calling emergency medical services
- Explain general office policies
- Managing Appointments
- Scheduling an appointment for a new patient
- Scheduling an appointment for an established patient
- Scheduling an appointment for a referral to an outpatient facility
- Arranging for admission to an inpatient facility
- Written Communications
- Composing a business letter
- Opening and sorting incoming mail
- Electronic Applications in the Medical Office
- Care for and maintain computer hardware
- Searching on the internet
- Health Insurance and Reimbursement
- Completing a CMS-1500 claim form
- Credit and Collections
- Evaluate and manage a patient’s account
- Composing a collection letter
- Accounting Responsibilities
- Post charges on a day sheet
- Post payments on a day sheet
- Process a credit balance
- Process refunds
- Post adjustments to a day sheet
- Post collection agency payments
- Process NSF checks
- Balance a day sheet
- Complete a bank deposit slip and make a deposit
- Reconcile a bank statement
- Maintain a petty cash account
- Order supplies
- Write a check
- Diagnostic Coding
- Locating a diagnostic code
- Outpatient Procedural Coding
- Locating a CPT code