Medical Office Practice Syllabus

Based on 2022 MAERB Standards and Guidelines for the Medical Assisting Educational Programs. Students should be able to complete the following competencies: 

• Communicate effectively
• Demonstrate telephone techniques
• Identify community resources
• Manage a medical office
• Manage medical records
• Document appropriately
• Identify coding standards
• Complete insurance claim forms
• Apply managed-care policies and procedures
• Apply third party guidelines for insurance

Cognitive (Knowledge) 

V.P.1               Use feedback techniques to obtain patient information including:

                        a.  reflection

                        b.  restatement

                        c.  clarification

V.P.2               Respond to nonverbal communication

V.P.4               Coach patients regarding:

                        a.  office policies

                        b.  health maintenance

                        c.  disease prevention

                        d. treatment plan

V.P.5               Coach patients appropriately considering:

                        a.  cultural diversity

                        b.  developmental life stage

                        c.  communication barriers

V.P.6               Demonstrate professional telephone techniques

V.P.7               Document telephone messages accurately

V.P.8               Compose professional correspondence utilizing electronic technology

V.P.9               Develop a current list of community resources related to patients’ healthcare needs

V.P.10             Facilitate referrals to community resources in the role of a patient navigator

V.P.11             Report relevant information concisely and accurately

V.A.1              Demonstrate:

                        a.  empathy

                        b.  active listening

                        c.  nonverbal communication

V.A.2              Demonstrate the principles of self-boundaries

V.A.3              Demonstrate respect for individual diversity including:

                        a.  gender

                        b.  race

                        c.  religion

                        d.  age

                        e.  economic status

                        f.  appearance

VI.P.1             Manage appointment schedule using established priorities

VI.P.2             Schedule a patient procedure

VI.P.4.            Organize a patient’s medical record

VI.P.5             File patient medical records

VI.P.8             Perform routine maintenance of administrative or clinical equipment

VI.A.1             Display sensitivity when managing appointments

VII.P.3            Obtain accurate patient billing information

VII.P.4            Inform a patient of financial obligations for services rendered.

VII.A.1           Demonstrate professionalism when discussing patient’s billing record

VII.A.2           Display sensitivity when requesting payment for services rendered.

VIII.P.1          Interpret information on an insurance card

VIII.P.2          Verify eligibility for services including documentation

VIII.P.3          Obtain precertification or preauthorization including documentation

VIII.P.4          Complete an insurance claim form

VIII.A.1          Interact professionally with third party representatives

VIII.A.2          Display tactful behavior when communicating with medical providers regarding third party requirements.

VIII.A.3          Show sensitivity when communicating with patients regarding third party requirements.

IX.P.1             Perform procedural coding

IX.P.2             Perform diagnostic coding

IX.P.3             Utilize medical necessity guidelines

IX.A.1             Utilize tactful communication skills with medical providers to ensure accurate code selection.

XII.P.3            Use proper body mechanics

Psychomotor (Skills) 

V.P.1 Respond to nonverbal communication. 

V.P.3 Coach patients regarding: 

  a. office policies 

  b. medical encounters 

V.P.4 Demonstrate professional telephone techniques. 

V.P.5 Document telephone messages accurately. 

V.P.6 Using technology, compose clear and correct correspondence. 

V.P.7 Use a list of community resources to facilitate referrals. 

V.P.8 Participate in a telehealth interaction with a patient. 

VI.P.1 Manage appointment schedule, using established priorities. 

VI.P.2 Schedule a patient procedure. 

VI.P.3 Input patient data using an electronic system. 

VI.P.4 Perform an inventory of supplies. 

VII.P.1 Perform accounts receivable procedures to patient accounts including posting: 

 a. charges 

 b. payments 

 c. adjustments  

VIII.P.1 Interpret information on an insurance card. Interpret information on an insurance card. 

VIII.P.2 Verify eligibility for services. 

VIII.P.3 Obtain precertification or preauthorization with documentation. 

VIII.P.4 Complete an insurance claim form. 

VIII.P.5 Assist a patient in understanding an Explanation of Benefits (EOB). 

X.P.2 Apply HIPAA rules in regard to: 

  a.  privacy 

  b. release of information 

X.P.6 Complete an incident report related to an error in patient care. 

XII.P.4 Evaluate an environment to identify unsafe conditions. 

Affective 

A.1 Demonstrate critical thinking skills. 

A.2 Reassure patients. 

A.3 Demonstrate empathy for patients' concerns. 

A.4 Demonstrate active listening. 

A.5 Respect diversity. 

A.6 Recognize personal boundaries. 

A.7 Demonstrate tactfulness. 

A.8 Demonstrate self-awareness.