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MOP CH 3-5

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