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MOP CH 3-5
| Question | Answer |
|---|---|
| CEU's | continuing education units, $70 or $75 yearly to keep certification |
| reasons medical assistants are preferred | scope of practice and versatility |
| CMA | 425 score to pass, 3 hours about 200 questions, computerized about 18 months ago, require paperwork 90 days before test, and $125 for test if taken within 6 months of graduating if not $225 |
| RMA | 70 score to pass, 3 hours about 200 questions, takes 4-6 weeks to get entry requirements for test, $100 for test |
| profit sharing | at end of year when the books are done employees given percent of profit |
| judicial review board | go to if asked to leave externship and cant do anything for 6 months including graduating |
| facial expression | must be very careful and maintain focus and calm |
| Projection | Externalization of personal feelings onto another who may not be involved with issue |
| Denial | Unable to cope with issue so avoids confrontation by denying existence of problem |
| Regression | Going back to childlike state, replacing won’t with can’t is good gauge for this mental state |
| Repression | Blocking a problem from the mind and changing subject when mentioned |
| Verbal Aggression | Verbal attack on another person without addressing original complaint |
| Compensation | Makes up for one behavior by stressing another, often used as excuse for not accomplishing task |
| Rationalization | Offering excuses for actions and trying to convince others behavior was justified, have excuses for everything |
| Apathy | Seems to lack emotion but in reality it’s a type of repression trying to block a problem out |
| Displacement | Venting of hostile feelings somewhere other than where it should be directed |
| Physical avoidance | Very painful event so any representation of the event is avoided |
| Sarcasm | Comes from Greek word sarkasmos meaning to tear flesh or bite lips, biting edge added to words to cause pain |
| close ended questions | yes, no, or maybe response, very narrow answer response, and used when specific answer needed |
| open ended questions | more like a conversation |
| communication channels | verbal, facial expressions, gestures, drawing pictures, any way to get message across |
| phobias | big fears or exaggerated fears, learned type of behavior usually from parents |
| panic disorders | truly afraid of something, breathing picks up, some have such strong fear they cant move, paper bag puts carbon dioxide back in and slows breathing |
| antisocial behavior | cant distinguish between right and wrong these people can only think about what they want |
| depressive disorder | emotional, physical, or both and can lead to death |
| defense mechanisms | how we handle stress, can be with verbal aggression, projection, sarcasm, compensation, physical avoidance, regression, apathy, rationalization, displacement, repression, or denial |
| how to deal with verbal aggression | dont feed the fire |
| conflict | comes from everyone having different personality traits, avoid if possible if cannot ask how problem can be resolved |
| boundaries | different for each person, types are space, pet names, and preference of being called by first or last name |
| allied health fields | occupational disciplines involved with the delivery of healthcare to assist physicians with the diagnosis, treatment, and care of patients |
| benefits | services or payments provided under plan or agreement and other options that may be offered to employees of company or organization |
| cross-training | training in more than area so that a multitude of duties may be performed or so substitutions of personal may be made in emergency |
| fastest growing occupation for the period from 2002 to 2012 | Medical assisting |
| Offices need flexible medical assistants who can handle both | administrative and clinical duties |
| The first medical assistants were probably | neighbors lending a helping hand |
| The need for both administrative skills and clinical skills emerged as | record keeping and other business details became more vital in physician offices |
| Schools began offering training programs for medical assisting in | late 1940s |
| Medical assistant organizations began developing in 1950, and | certifying examinations followed soon after |
| The most descriptive term for the professional medical assistant | versatile |
| Duties of the medical assistant vary from office to office and | within the same clinic |
| Medical assistants are found in | physicians’ offices, chiropractors’ offices, podiatrists’ offices, hospitals, surgery centers, and freestanding emergency centers |
| Scope of Practice Defined | The performance of delegated clinical and administrative duties within the supervising physician’s scope of practice consistent with the medical assistant’s education, training, and experience |
| 2 Major Categories of Duties Performed by Medical Assistants | Clinical and Administrative |
| Clinical Duties | medical histories, explaining treatment procedures, preparing and assisting examination, collecting and preparing lab specimens, instruction, preparing and administering medications, drawing blood, electrocardiograms, sutures and changing dressings |
| Administrative Duties | computer applications, telephones, greeting, medical records, billing and coding, appointments, arrangement of hospital and lab services, and correspondence |
| Career in Medical Assisting offers | flexible career, no mandatory retirement age, attractive to nontraditional students, computerization and technical advances made more positions available, and valuable asset to the physician’s office |
| Medical Assisting is the fastest growing occupation as determined by | Department of Labor’s Occupational Outlook Handbook |
| growth of medical assistant field is projected to continue through | the year 2012 |
| Sixty percent of medical assistant positions are in | physician offices |
| Statistics and trends in salary and compensation can be found on | Department of Labor’s Occupational Outlook Handbook website |
| Benefits That May Be Offered to Medical Assistants | Health insurance, Life insurance, Dental insurance, vision insurance, Cafeteria benefits,Profit sharing, Stock options, Various discounts, Vacation and sick time, Paid holidays, and Membership to credit unions |
| truism | money is a byproduct of the services rendered |
| Professional Appearance have | positive psychological effect on patients and influence the public relations image of the entire office |
| Good health requires | adequate sleep, eating balanced meals, exercise, and healthy lifestyle |
| good grooming | personal cleanliness, avoidance of cologne and perfumes, conservative makeup, clear or no nail polish, nails at conservative length, attractive uniform or scrubs, clean shoes, limited jewelry, and no facial or tongue piercings name badge in place |
| Classroom Training for medical assistant | private career institutions or community colleges and lead to certificate, diploma, or associates degree |
| during the course of a day of training as medical assistant most programs offer | theory, administrative, and clinical education |
| Externships and Internships word use | The terms “externship” and “internship” are interchangeable and are used in different parts of the country |
| Externships and Internships defined | designed to offer the student a chance to put skills to work with real patients and provide valuable experience before graduation |
| The internship site will provide a supervisor, and this person should be | first point of contact for the intern throughout the time at the site |
| extern should | open to constructive criticism, take initiative and be team player, treat the externship as probationary period, and be open to learning skills or techniques that are different from what classroom taught |
| General Rules to Remember as extern | must gain trust of those at site, general duties assigned before difficult duties, read job description at site, ask supervisor whenever questions arise, stay busy, ask for additional duties if ur work done, show responsibility and dependability |
| as a medical assistant Never | breach patient confidentiality, pursue romantic relationships with co-workers or patients, use any drug sample without permission, borrow from petty cash, expect physician to treat family or friends, ask for prescription |
| Continuing Education Includes | reading literature related to area employed, attending educational seminars, meetings, conventions, and taking advantage of CEUs |
| Professional Organizations can help the medical assistant | grow personally and professionally, keep abreast of current trends, demonstrate seriousness about career, promote profession, receive benefit offers, and gain CEUs. |
| American Association of Medical Assistants (AAMA) | organized in 1956, State associations and District of Columbia, based in Chicago, Illinois, Established national certification program, and Offers CMA exam |
| recertification is required every 5 years as medical assistant and can be done through | reexamination or CEUs |
| American Medical Technologists (AMT) | certification examination begin in 1970s, other certifications they offer are Certified Office Laboratory Technician (COLT) and Registered Phlebotomy Technician (RPT), and national headquarters Park Ridge, Illinois |
| AMT Events | publication targeted toward medical assistants and other disciplines certified by AMT |
| National Healthcareer Association offers certifications as | Certified Medical Administrative Assistant (CMAA), Certified Clinical Medical Assistant (CCMA), Certified Billing and Coding Specialist (CBCS), and Certified Medical Transcriptionist (CMT) |
| characteristics | distinguishing traits, qualities, or properties |
| competent | having adequate or requisite capabilities |
| demeanor | behavior towards others, outward manner |
| discretion | having or showing good judgment or conduct especially in speech |
| disseminated | to disburse |
| drug of choice | drug an abuser uses most frequently to satisfy the craving for a certain feeling |
| initiative | to cause something to happen |
| morale | mental and emotional condition |
| persona | personality a person projects in public |
| reproach | expression of rebuke or disapproval |
| work ethics | set of values based on moral virtues of hard work and diligence and reliability is most important |
| Meaning of Professionalism | exhibiting generally businesslike manner and conforms to technical or ethical standards of a certain profession |
| why professionalism is important | patient trust and confidence are in those they deem to be professional, Attitudes are conservative in the medical field |
| Characteristics of Professionalism | Loyalty, Dependability, Courtesy, Initiative, Flexibility, Credibility, Confidentiality, and Attitude |
| flexibility | ability to adapt to a wide variety of situations |
| credibility | perceived as competence of a person leading to the belief they can be trusted |
| Obstructions to Professionalism | Personal Problems and Baggage, Rumors and “the Grapevine”, Personal Phone Calls and Business, Office Politics, and Procrastination |
| how to deal with Personal Problems and Baggage | Take a moment to discuss the situation with supervisors, and Use discretion when talking about the issues at hand |
| visitors to medical personal at work should never enter patient areas but be directed to | reception area as a waiting room |
| Office Politics | positive or negative, Positive can lead to promotions and wage increases, Negative can lead to dissention and low employee morale |
| Procrastination | sign of the fear of failure, Never put off duties that can be done immediately, and Divide projects into small segments |
| Professional attributes | Teamwork, Time Management, Prioritizing, and Goal Setting |
| Teamwork | most important attributes to develop, must work together for good of patients, Never say, “That’s not my job.” |
| Time Management | Use time efficiently, Plan tasks that must be done, and Key to time management is prioritizing |
| Prioritizing | deciding which tasks to do first, make list, Decide must, should, and could, numeric order, letters and numbers, and complete tasks |
| Goal Setting | Reasonable, Measurable, Written down, Monitored for progress, set for all areas of life, and Celebrated when reached |
| Knowing the Facility and Its Employees | important to know people and their general job in medical facility, so patients can be referred to most knowledgeable personal |
| Documentation | write legibly, be complete, state facts, never use sarcasm, and make corrections as directed |
| Note Taking | Always have pen and paper ready for note taking in meetings and seminars, and Keep a small pad and pen in a pocket for quick notes |
| Communication | The success of any business is related to its ability to communicate effectively |
| abuse | use of illegal drugs or misuse of prescription and OTC drugs |
| addiction | compulsive use of substance despite its negative and sometimes dangerous effects |
| substance abuse also called alcohol abuse | repeated and excessive use of substance, despite its destructive effects to produce pleasure and escape reality |
| National Institute on Alcohol Abuse and Alcoholism (NIAAA)defines alcohol abuse as having 4 symptoms | craving, loss of control, physical dependence, and tolerance |
| craving | strong urge or need to drink |
| loss of control | inability to stop drinking once it has begun |
| physical dependence | withdrawal symptoms after drinking such as shakiness, nausea, sweating, and anxiety |
| tolerance | need to increase amount taken in to get same effect |
| adage | saying often in metaphoric form that embodies common observation |
| ambiguous | capable of being understood in two or more possible senses or ways |
| animate | to fill with life and give spirit |
| battery | offensive touching or use of force on a person without their consent |
| caustic | marked by sarcasm |
| congruent | conforming to the circumstances or requirements of a situation |
| decodes | recognizes a message and interprets |
| encodes | converts a message into code |
| encroachments | actions that advance beyond the usual or proper limits |
| enunciate | the act of being very distinct in speech |
| externalization | attribution of an event or occurrence to causes outside oneself |
| litigious | prone to engage in lawsuits |
| malediction | speaking evil or the calling of a curse |
| perception | capacity for comprehension |
| physiologic noise | physiologic interferences with the communication process |
| pitch | highness or lowness of sound |
| proxemics | study of nature, degree, and effect of the spatial separation individuals naturally maintain |
| stereotype | something conforming to a fixed or general pattern |
| subtle | difficult to understand or perceive |
| thanatology | study of death |
| vehemently | in a manner marked by forceful energy |
| volatile | easily aroused |
| The medical assistant’s interpersonal skills help to set | tone of the office |
| Interpersonal skills and human relations intersect and the successful medical assistant will | work to improve both sets of skills throughout his or her career |
| The Patient’s Perception | critically important, may not be accurate but just as important as what is actually happening |
| First Impressions | more than physical appearance or dress, remain in thoughts, includes attitude, compassion, and the smile |
| Introductions | introduce yourself, smile, wear name badge, show patient around office and introduce staff members, and put patient at ease |
| Communication Paths | verbal and nonverbal |
| Verbal Communication | enunciate, eye contact, use appropriate body language and volume, and show concern |
| Tone of voice is very important in communication | Never be sarcastic, inappropriate remark followed by just kidding, and take care not to hurt feelings |
| Patients Need Tender Care | may have great concerns, be very apprehensive, or be fearful |
| Listen to Patients | let patients do most of talking, dont offer personal info, and if must share positive experience but briefly |
| Nonverbal Communication | Body language, Gestures, Mannerisms, and Eye movement |
| Body Language | partly instinctive, taught, and imitative |
| Conservative Appearance | preferred to avoid blocks in communications |
| Posture and Positioning can signal | Depression, Anger, Excitement, Fear, or An appeal for help |
| Channels can be | Spoken words, Written messages, or Body language |
| Feedback | Verbal expression, Body language, or Nod of understanding |
| preventions of listening | thoughts, situations, conversation seems meaningless, to many messages at once, anger, exhaustion, or prejudged speaker and feel no need to listen |
| Conflict can | Be beneficial, Be constructive, Promote stronger understanding and deeper levels of intimacy |
| Assertion | Stating or declaring positively, often forcefully or aggressively |
| Nonassertion | The inability to express needs and thoughts or the refusal to express them |
| Crazymakers: passive-aggressive communication | avoider, psuedoaccomodator, guilt-maker, subject changer, distracter, mind reader, trapper, crisis tickler, gunnysacker, trivial tyrannizer, beltliner, joker, blamer, contract tyrannizer, kitchen sink fighter, withholder, and benedict arnold |
| The Avoider | Refuses to fight and keeps from facing the problem at hand |
| The Pseudoaccommodator | Refuses to face up to a conflict by either giving in or pretending nothing is wrong |
| The Guiltmaker | Tries to make his or her partner feel responsible for causing pain |
| The Subject Changer | Escapes facing up to aggression by shifting the conversation when it approaches an area of conflict |
| The Distracter | Attacks other parts of his or her partner’s life rather than expressing feelings of dissatisfaction |
| The Mind Reader | Refuses to allow partner to express feelings and goes into an analysis of what “really meant.” |
| The Trapper | Sets up desired behavior, then attacks that behavior once it manifests |
| The Crisis Tickler | Brings what is bothering him or her almost to the surface but never quite expresses true feelings |
| The Gunnysacker | Does not immediately respond to anger then Directs pent-up frustrations on unsuspecting partner |
| The Trivial Tyrannizer | Does things that will bother the partner instead of honestly sharing his or her own resentments |
| The Beltliner | Hits the partner below the psychologic belt |
| The Joker | Kids around when the partner wants to be serious, instead of expressing true feelings |
| The Blamer | More interested in finding fault than in resolving a conflict |
| The Contract Tyrannizer | Will not allow relationships to change from the way they once were |
| The Kitchen Sink Fighter | Brings up things that are totally off the subject instead of dealing with the issues at hand |
| The Withholder | Punishes the partner by holding something back, building up greater resentment |
| The Benedict Arnold | Gets back at partners by sabotage, failing to defend them and encouraging ridicule toward them |
| communication during anger | One of the most difficult times to communicate, Expression of anger is usually healthy and not expressing it can lead to all types of health problems |
| dealing with patients with shock | never leave them alone, watch carefully, and make sure person with trusted relative or friend when leaving |
| Five Stages of Grief | Denial, Anger, Bargaining, Depression, and Acceptance |
| Maslow’s Hierarchy of Needs | has 5 levels, basic level is food, rest, sleep, water, air, sex, 2nd level relates to safety, 3rd level relates to social needs, 4th level relates to self-esteem, and 5th level is self-actualization |
| Two Main Phases of Sleep | non–rapid eye movement (NREM) rapid eye movement (REM) |
| non–rapid eye movement (NREM) | Four stages, during which the body slows down and relaxes |
| rapid eye movement (REM) | Deep sleep when dreaming, Brain is highly active, Eyes move rapidly, and Occurs in the last hours of sleep |
Created by:
brookelily
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