© 2009 Delmar, Cengage Learning Chapter 23 Business and Accounting Skills.

© 2009 Delmar, Cengage Learning

Chapter 23

Business andAccounting Skills


23:1A Filing Records

• Filing is the systematic or orderly arrangement of papers, cards, or other materials, so they are readily available for future reference

• Material can be located quickly when needed

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Filing Records(continued)

• Records are stored safely and protected as legal records

• Various systems for filing in use

• Important to become thoroughly familiar with agency’s method and follow all instructions carefully

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• Types of filing systems– Alphabetical

– Numerical

– Geographic

– Subject

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• Cross-indexes or cross-references

• Color-coded filing systems

• File storage– Manual filing

– Electronic

• Confidentiality of files


23:1B Using the Alphabetical or Numerical System

• Main rules for alphabetical filing– Units

– Indexed

• Basic principles for numerical filing– Cross indexing


23:2 Using the Telephone

• Correct use of telephone depends on use of many skills

• Developing the correct tone of voice is essential

• Answer the telephone promptly

• Identify the office or agency and yourself

• Screening calls

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Using the Telephone (continued)

• In order to screen calls, first find out the name of the caller

• Determine the purpose of the call

• Emergency calls must be evaluated

• Telephone triage can also be used to determine how quickly a patient should be scheduled for an appointment

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• Use discretion at all times while using the telephone

• Before ending a call repeat important information to caller

• Always close a conversation with “Thank you for calling, good-bye”

• Memorandums

• Problem calls occur in all agencies(continues)



• Inform patient if there will be a slight delay or if they are being put on hold

• Correct telephone techniques require practice and experience

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• Automatic routing telephone system (ARU)

• Answering services and machines

• Paging systems

• Cellular telephones

• Electronic mail

• Fax (facsimile) machines


23:3 Scheduling Appointments

• Correct scheduling of appointments is essential for good public relations

• Appointment books or logs

• Schedule only times available on the schedule

• Most agencies use a pencil to record appointments

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Scheduling Appointments(continued)

• Learn length of time taken for various procedures in your agency

• Schedule appointments as close together as possible, but not so close that patients feel rushed or are required to wait for long periods in the waiting room

• Questions to ask while scheduling an appointment

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• Make sure you have all information

• Repeat date, day, and exact time of appointment to patient

• Mark correct amount of time in appointment book

• Be polite if patient calls to cancel

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• Chronic problems of scheduling occur in every agency

• Emergencies occur in every agency

• Scheduling of appointments by computer

• Scheduling appointments correctly takespractice with the system

• Documenting missed appointments provides legal protection


23:4 Completing Medical Records and Forms

• Wide variety of medical records kept in every health agency

• Two common forms are statistical data sheets/cards and medical history records

• All records are confidential

• Statistical data sheets

• Medical history records(continues)


Completing Medical Records and Forms

(continued)

• In most agencies, assistants will complete only statistical data information, and/or family history, past history, and personal history sections

• Physician or other authorized person will do all parts of the medical history

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Completing Medical Records and Forms

(continued)

• Patient must have privacy while being questioned

• Legal requirements must be observed while working with medical records

• HIPAA requirements

• An awareness of cultural and religious diversity of patient is essential

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Completing MedicalRecords and Forms

(continued)

• Final record is usually typed for patient’s permanent record or keyed into a computer program and printed

• Common abbreviations used in records and forms


23:5 Composing Business Letters

• Collection letter

• Appointment letter

• Recall letter

• Consultation letter

• Inquiry letter


Parts of a Letter

• Heading/letterhead

• Inside address

• Salutation

• Subject line

• Body

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Parts of a Letter(continued)

• Complimentary close

• Signature

• Reference initials

• Enclosure notation


Proper Form for Letters

• Must be neat and professional

• Spelling and punctuation must be correct

• Form or style for letters varies

• Block-style letter

• Modified-block style letter


Spacing for Letters

• Letterhead

• Heading

• Date

• Inside address

• Salutation

• Subject line

• Body

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Spacing for Letters(continued)

• Complimentary close

• Signature

• Reference initials

• Enclosure notation

• Margins


Summary

• Proofread all letters before obtaining signature of sender

• Correct all spelling and grammar

• Use a form letter if possible

• Always follow agency policy


23:6 Completing Insurance Forms

• Many patients rely on insurance companies to pay health care expenses, so forms must be completed correctly to receive prompt payment

• Information regarding patient’s insurance coverage is essential

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Completing Insurance Forms(continued)

• To file insurance claim

• HIPAA requirements

• All-purpose form used by many agencies—CMS-1500

• General principles for completing insurance forms

• Computer programming available for insurance forms


Codes on Insurance Forms

• Diagnosis code

• Procedure/services code

• Use of an incorrect code can lead to rejection and/or delayed payment of a claim

• Two major sources for numerical codes:– International Classification of Diseases

– Physician’s Current Procedural Terminology


23:7 Maintaining a Bookkeeping System

• Pegboard system

• Day sheet or daily journal

• Statement-receipt record

• Charge slips

• Ledger cards

• Explanation of Benefits (EOB) form

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Maintaining a Bookkeeping System (continued)

• Basic system for using pegboard system

• System can also be used to record payments received

• Daily totals obtained at the end of the day

• Series of copies is made at one time

• Computerized bookkeeping systems


23:8 Writing Checks, Deposit Slips,and Receipts

• Checks:– Provide a written request for transaction of

money through a bank

– Used instead of cash

• Terms:– Payee

– Originator

– Endorsement

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Writing Checks, Deposit Slips, and Receipts

(continued)

• Basic principles for writing checks

• Review checks carefully when received from patient

• Take steps to prevent loss of checks

• Receipt is used as a record of goods or money received

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Writing Checks, Deposit Slips,and Receipts

(continued)

• Deposit slips are financial records for cash or checks received

• All monies should be deposited preferably on a daily basis

• Most agencies keep a copy of each deposit slip

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Writing Checks, Deposit Slips,and Receipts

(continued)

• All math should be double-checked

• Terms used on deposit slips

• Accuracy is the best policy

© 2009 Delmar, Cengage Learning Chapter 23 Business and Accounting Skills.

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