Pearson's Comprehensive Medical Assisting Administrative and Clinical Competencies CHAPTER THIRD...

Pearson's ComprehensiveMedical Assisting

Administrative and Clinical Competencies

CHAPTER

THIRD EDITION

Pearson's Comprehensive Medical Assisting:Administrative and Clinical Competencies, 3/eBeaman | Routh | Papazian-Boyce | Sesser | Mills | Maly

Copyright © 2015, 2011 by Pearson Education, Inc.All Rights Reserved

ProfessionalismLesson 1:Professionalism

59



ProfessionalismProfessionalism

• Soft Skills Skills necessary for smooth functioning

of workplace that are neither cognitive nor psychomotor and that display professionalism of the employee

• Affective Skills Behaviors that come from feelings and

emotions; truly important in medical office




• Physician-employer expects employee to be competent in performing procedures, understanding anatomy and physiology, and using medical terminology




• Physician also needs workers who arrive at work on time, prioritize problems, seek communication with others, think critically, and solve problems appropriately



Professional SkillsProfessional Skillsin the Workplacein the Workplace

• Integrated Systems System• Regularly interacting group of people

who function within organized set of doctrines and principles

Medical offices designed to function as a system• Office should have policy and procedures

manual in place to direct the employees




• Integrated Systems Important to clarify early in work

relationship the expectations in the office where you are employed as a medical assistant

Regardless of size of medical facility where you work and how its system functions, you will be expected to display professional soft skills with patients and with fellow employees




• Integrated Systems Truthfulness very important in medical

office Patient's safety and welfare number one

concern of health care professional




• Integrated Systems Examples of not being truthful• Falsifying time cards, lying about

previous education, documenting procedures not performed

Any falsifying could be grounds for dismissal from employment




• Integrated Systems For ideal patient care, develop a

network of peer relationships to contact for referrals, support group recommendations, surgical appointments for patients



Workplace CommunicationWorkplace Communication

• Important soft skill Ability to communicate effectively

verbally, in writing, and through body language

• You represent the office with every communication, whether with an individual patient or with members of your team




• You must be able to incorporate good communication skills with excellent patient care




• Good communication also means knowing when and what not to communicate

• All members of medical team expected to follow requirements HIPAA to protect patient privacy




• Active Listening Key soft skill Requires full attention of the person

receiving the message Medical assistant with good professional

skills focuses on the speaker and what speaker is saying and asks for clarification if needed




• Seeking to Understand Health care professional should enter

every conversation, whether with patients or colleagues, seeking to understand the other person

Communication is then facilitated




• Speaking to Be Understood If you take the time to explain

something well once, it will save time in re- explanations later

When presenting difficult concepts, seek feedback from listener to make sure person understood you




• Speaking to Be Understood Take into account age and culture of

patient Tailor your vocabulary to the age and

mental capacity of patient




• Speaking to Be Understood Address patient with title patient prefers

and with respect appropriate to person's age or culture

Address physicians and peers in with respect




• Effective Writing Communication must be concise; it must

be well understood by others Accuracy more important than brevity Correct writing makes professional

impression It might take a few minutes to write a

longer encounter note; worthwhile in long run




• Effective Writing If you write effective phone messages,

memos, letters, and patient record entries, you will be highly valued by your employer

Communication that is clear and complete is essential for patient understanding and to avoid confusion or incorrect assumptions on the part of the patient



Critical ThinkingCritical Thinking

• Knowledge is important • Being able to use what you have

learned in real situations is ultimate goal

• Although some decisions or procedures may be routine, many will require critical thinking and problem solving




• To make proper decisions and take proper actions, you must: Retrieve memorized information Then add reflection to your thinking

process before you can reach proper conclusions and act appropriately




• Insurance and billing issues often require critical thinking

• Always read laboratory results critically • Question results that do not seem

consistent with patient's presentation• Bring abnormal results to physician's

attention• Take all information into consideration

before forming a conclusion




• Distinguishing Fact from Opinion Critical thinking: being able to

distinguish fact from opinion or conjecture

Be aware that you are capable of jumping to conclusions




• Making Value Judgments Medical assistant must make value

judgments every day• For example, setting priority for

scheduling a patient visit should be based on chief complaint and not on how much you like the patient

Critical thinking should become habitual



TeamworkTeamwork

• Functioning as a team member is a critical workplace competency

• No matter how small or large the medical office, all employees must work together



TeamworkTeamwork

• Teams composed of leaders and followers

• Teams operate best when they make use of the strengths of each team member



TeamworkTeamwork

• Diversity Diversity means "variety" In everyone's best interest that biases,

stereotypes, and prejudices be put aside



TeamworkTeamwork

• Diversity Holding grudges or rigid beliefs can

prevent team from functioning smoothly Professional medical assistants work

well with a diverse group of colleagues and patients



TeamworkTeamwork

• Resolving Conflicts Conflicts may arise with patients or

among team members Seek to understand the situation Medical assistant should take a look at

his or her own behavior or communication



TeamworkTeamwork

• Resolving Conflicts Apology can smooth the way to a

solution Important soft skill is to not to escalate

conflict



TeamworkTeamwork

• Resolving Conflicts If two workers are in conflict, it may be

wise to ask a manager to resolve the issue

Manager should meet with both people separately, then together



TeamworkTeamwork

• Resolving Conflicts No one wants to work in an office

seething with ill-feelings or strife Better for both parties to maintain

professional attitude



Managing PrioritiesManaging Priorities

• Patient priorities managed by combination of efficient scheduling and a triage system

• You may be asked to do multiple tasks in a short period of time

• Focusing on one task at a time will ensure thoroughness and accuracy

• In busy medical office, many tasks may have to be deferred to a later time




• Efficient tickler file system will help• Use outboxes or neat piles to sort tasks• Maintain tidy workplace and dispose of

clutter and trash• Ask family and friends not to call you at

your place of employment except in an emergency

• Turn off your cell phone during work hours




• Stress Management Aromatherapy• Therapy that uses pleasant smells such

as lavender; shown to decrease stress Biofeedback• Therapy that uses biological information

can relieve stress Knowing when you are stressed is first

step in changing the behaviors that lead to stress




• Stress Management Deep breathing• Breathing deeply can relax your body,

especially heart and muscles Distraction• Some people find hobbies or vacations

distract them from stress




• Stress Management Exercise• Mild exercise shown to decrease stress in

most individuals Guided imagery• Taking a few minutes to imagine being in

relaxing place can cause body to relax in response to that stimulus




• Stress Management Humor• Laughing at oneself or the bizarre

predicaments of life can decrease stress Hypnosis• Learning to think more deeply without

inhibitions can help people regain control of stress




• Stress Management Meditation and prayer• Focusing on reflection or prayer can relax

the body Music• Listening to restful music that you enjoy

shown to decrease stress




• Stress Management Relaxation• A few minutes of concentrating on

relaxing muscle groups can be rejuvenating

Slow breath counting• Taking and counting slow breaths can

distract and relax the brain




• Stress Management Water therapy• Some people find bath or shower

soothing and helpful in relieving stress Heat• Applying heat to different parts of body

can distract the brain from pain




• Stress Management Cold• Applying cold to different parts of body

can distract the brain from pain.• Applying a cold pack to the head can

ease headache. Pressure• Applying pressure to certain pressure

points can reduce pain. Headache pain often reduced by massaging temples.




• Time Management Ability to prioritize tasks, delegate them

as appropriate, complete them on schedule

One of the main responsibilities of office manager or medical assistant is to manage all peripheral office functions




• Time Management Important to define office goals with

physician Physicians' goals vary from simple to

complex and from short term to long term




• Time Management After goals established, tasks can be

defined, prioritized, assigned to appropriate staff members

To Do lists can be created for everyday responsibilities and special new goals

Each item on list assigned a priority designation of 1, 2, or 3 depending on how critical the item is to completing the task



PersistencePersistence

• Quality of being able to stay on task longer than the usual time when necessary, even after others might have given up

• Professional medical assistant will creatively think of an alternative approach to a problem and will persist in trying to find a solution



Professional ImageProfessional Image

• Always project professional image at work Always wear clean, pressed clothing;

does not reveal breasts, waist, tattoos, underwear

If you have a tattoo, it should be covered




• Always project professional image at work Nails should be cut short Artificial nails inappropriate for most

medical assistants Excessive jewelry avoided Hair should be controlled




• Always project professional image at work Practice excellent hygiene: daily

bathing, hair care, and oral hygiene Avoid perfumes or strong deodorants Many patients find body piercings

offensive




• Always project professional image at work Shoes clean with closed toes Socks or stockings worn with shoes Wear a name tag that includes both

your name and your title




• Always project professional image at work Do not smoke in public areas of office Do not work around employees or

patients smelling of cigarette smoke Refer to office policy manual for

information regarding office dress code Smile is always part of a professional

image



Lifelong LearningLifelong Learning

• Learning is not over when you graduate from your medical assisting program

• Certification can make a difference in obtaining an initial job in the field or in advancing up the career ladder

• Most states that have requirements for certified medical assistants accept the AAMA or AMT credential




• Once certified, next step is to maintain certification through continuing education

• Lifelong learning is process of continuing to seek education throughout one's life

• Continuing education credits earned through conferences, workshops, training in the office, or online courses




• Internet provides rich library of information

• Reading professional journals can increase your knowledge

• Practice's OSHA officer good source of information about safety and risk management

• Lifelong learning in medicine is daily event




• Those who do not continue to increase their knowledge through continuing education and other sources will become dinosaurs

• Not the type of candidate that medical facilities will be seeking to employ

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