Lecture Medical assisting: Administrative and clinical procedures with anatomy and physiology (4e) – Chapter 5

Call Handling cont.• Answering service – Provide people to answer phone calls • Usually after hours – Take messages and communicate them to the physician on call – Check references prior

Using and

Maintaining Office

Equipment

Learning Outcomes

5.1 Describe the types of office equipment

used in a medical practice.

5.2 Explain how each piece of office

equipment is used.

5.3 List the steps in making purchasing

decisions for office equipment.

5.4 Compare and contrast leasing and

buying.

5.5 Describe a warranty, a maintenance

contract, and a service contract, and discuss the importance of each.

5.6 Identify when troubleshooting is

appropriate and what actions may be taken.

Learning Outcomes (cont.)

5.7 List the information included in an

equipment inventory.

5.8 Explain how HIPAA law applies to

faxing confidential patient information.

5.9 Explain how HIPAA law applies to

telephone conversations and conversations with patients.

Learning Outcomes (cont.)

– Patient billing, payroll, etc.

– Shredders for confidentiality

– Copiers

Medical Office Equipment

• Generally we think of medical equipment

– Blood pressure monitors – Stethoscopes

– X-ray machine

Office Communication Equipment

– Photocopiers

Telephone Systems and Call Handling

• The telephone is the primary means

for communication in a medical

Telephone Systems

• Multiple lines

–Key telephone system

• Most commonly used in medical practices

• Features

–Multiple lines for incoming

or outgoing calls

Telephone Systems (cont.)

• Multiple lines (cont.)

Call Handling

• Voice mail

– Permits the caller to leave a message

– Caller never receives a busy signal

• Patient courtesy phone

– Block long distance

– Keeps business lines free

Call Handling (cont.)

• Quick response by physician

• When traditional phones fail

• Key employees for business outside office

Use cell phones only in clearly designated areas.

Call Handling (cont.)

• Leaving messages on answering machines

or faxes

– HIPAA requirements

– Only this information

• Name of person for whom the message is intended

• Date and time of call

Call Handling (cont.)

• Answering machine

– Used during non-office hours

– Outgoing message should state

Call Handling (cont.)

• Answering service

– Provide people to answer phone calls

• Usually after hours

– Take messages and communicate them to the physician on call

– Check references prior to signing a contract

for service

• Technology

– Assigned a telephone number – Beep, buzz, or vibrate when activated – Window displays caller’s number or a short message

• Interactive pagers

– Two-way communication – Mini-keyboard for responding to message – Wireless Internet address

– Communicates with other I-pagers – Traditional page capabilities also

• Benefits

– Send an exact copy in minutes

– Less expensive than overnight mail service

– Other uses for fax machine

• Extra copy machine

• Extension for outgoing calls

• Receive faxes 24 hours a day

• Of little use today

– Medical forms for patients or from insurance

companies

• Electric vs electronic models

 Today computers are most often used to create

A personal emergency call has been received for the

physician, who is currently not in the office Which device or

service would the medical assistant use to contact the

physician?

Apply Your Knowledge

ANSWER: The medical assistant will use a pager or

interactive pager to contact a physician who is out of the

office.

Hello! Right Answer!!!!

Office Automation Equipment

Equipment Description

Photocopier Instantly reproduces documents;

also called a copy machine.

Adding machine and

calculator

Perform routine office arithmetic calculations

Folding and inserting

machine Prepares large volumes of outgoing mail or folded brochures

Office Automation Equipment (cont.)

• Postage meters

– Apply postage to

mailings – Property of USPS

• Postage is prepaid

to post office or

• Postage meter service

• Postage scales

– May be part of postage meter – Show weight – Show cost to mail packages

may transcribe the

dictation into a written

document

Dictation-Transcription Equipment (cont.)

• Equipment varies but

all will have similar

• Voice recognition software

• For accuracy, the physician should

– Indicate date and type of document

– Spell out names, addresses, and unfamiliar terms

– Verbalize punctuation

– Speak clearly and slowly

must be voided.

• Write the word “void”

in clear letters across the check or use a

stamp with red ink

Paper Shredders

• Machines that destroy documents by cutting them into small

pieces

• Used to eliminate

– Unneeded patient records

– Sensitive materials

Microfilm and Microfiche Readers

• Used to read

– Microfilm is a roll of film imprinted with information and stored on a reel

– Microfiche is film imprinted with information and stored

on rectangular sheets

Apply Your Knowledge

Match the following:

Photocopier Postage meter Adding machine Check writer

Folding machine Shredder

A Imprints name of payee &

Evaluating Office Needs

Evaluating Warranty Options



Leasing vs Buying Equipment

• Buy equipment – purchaser becomes owner

• Lease

– Requires less out-of-pocket money – equipment can

often be updated at the end of the lease period – Equipment is usually serviced

by the leasing company – Payments may be tax deductable

Apply Your Knowledge

A large medical practice requires several photocopy

machines and faxes Would it be better to lease or

buy this equipment, and why?

ANSWER: Leasing would most likely be the least

expensive option, since the leasing company would be

responsible for servicing the equipment Large offices

could save money and obtain up-to-date equipment with

the leasing option.

Good Job!

Maintaining Office Equipment

The manual that comes with each piece of equipment describing

operation and special features.

Equipment

Manual

Maintenance and Service Contracts

Maintenance contracts

specify when equipment

will be cleaned and repaired.

Service contracts cover

services not included in

standard maintenance contract

Troubleshooting Office Equipment (cont.)



Consult the equipment manual



Call manufacturer or place purchased



Consult the equipment manual



Call manufacturer or place purchased



Backup Systems

• Computers

– Backed up on tape

– Ensure that all information is retrievable if system fails

• Telephones Cell phones

• Electricity Emergency generator

• Battery power Security and warning systems

• Fire extinguishers Service and replace yearly

Equipment Inventory

• A method of documenting and tracking

equipment purchases

• Systems for inventory

– Master inventory sheet contains all pertinent

information – Detailed inventory forms may include

• Name of equipment

• Description

• Model and registration numbers

• Date and place of purchase

• Product warranty and estimated life

• Maintenance and service contracts

The medical office has just opened, and the medical

assistant needs to make photocopies of two patient

records, but the photocopy machine is not working

What should the medical assistant do?

Apply Your Knowledge

ANSWER: The medical assistant should start with the first step

for troubleshooting an equipment problem, which is to eliminate

possible simple causes In this case, make sure that the

machine is plugged in and turned on, and make sure the “power

saver” is not activated.

– All-in-one equipment

5.2 Telephone systems are the primary communication tool in a medical office

Others include

– Answering machines and answering services

– Fax machines – Computers – Transcription equipment

In Summary (cont.)

5.3 To effectively establish your medical office’s needs and

supplies, you must

– Evaluate the needs

– Determine if you want to purchase or lease major equipment

– Prepare a recommendation and negotiate for best pricing

5.4 The decision to buy or lease is critical

– Buying a product means that it belongs to the office

– Leasing allows you to keep more of your money, and is tax

deductible for business owners

In Summary (cont.)

5.5 A maintenance contract

differs from a service contract

– A service contract covers

services that are not included in the

maintenance agreement – A maintenance contract

includes regular checkpoint reports

– A warranty is a contract

that guarantees free service and replacement of parts for a certain period

5.6 Troubleshooting is

appropriate when a piece of equipment stops functioning properly

– Determine and correct the problem yourself

– Use your equipment manual

– If the problem persists, contact your service agent

In Summary (cont.)

5.7 The equipment inventory includes

– The name of the equipment

– A description of the equipment

– Model and registration numbers

– Date and place of purchase

– Product warranty and maintenance and

service contracts

In Summary (cont.)

5.8 HIPAA states that the medical staff must

maintain confidentially by placing fax machines in secure locations

5.9 It is imperative that the medical staff

abide by the HIPAA law when it pertains

to a patient’s privacy on the telephone.

Technology means the systematic

application of scientific or other organized knowledge

to practical tasks

End of Chapter 5