Pearson's ComprehensiveMedical Assisting
Administrative and Clinical Competencies
CHAPTER
THIRD EDITION
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ProfessionalismLesson 1:Professionalism
59
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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
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ProfessionalismProfessionalism
• Physician-employer expects employee to be competent in performing procedures, understanding anatomy and physiology, and using medical terminology
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ProfessionalismProfessionalism
• Physician also needs workers who arrive at work on time, prioritize problems, seek communication with others, think critically, and solve problems appropriately
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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
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Professional SkillsProfessional Skillsin the Workplacein the Workplace
• 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
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Professional SkillsProfessional Skillsin the Workplacein the Workplace
• Integrated Systems Truthfulness very important in medical
office Patient's safety and welfare number one
concern of health care professional
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Professional SkillsProfessional Skillsin the Workplacein the Workplace
• 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
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Professional SkillsProfessional Skillsin the Workplacein the Workplace
• Integrated Systems For ideal patient care, develop a
network of peer relationships to contact for referrals, support group recommendations, surgical appointments for patients
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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
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Workplace CommunicationWorkplace Communication
• You must be able to incorporate good communication skills with excellent patient care
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Workplace CommunicationWorkplace Communication
• 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
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Workplace CommunicationWorkplace Communication
• 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
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Workplace CommunicationWorkplace Communication
• 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
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Workplace CommunicationWorkplace Communication
• 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
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Workplace CommunicationWorkplace Communication
• Speaking to Be Understood Take into account age and culture of
patient Tailor your vocabulary to the age and
mental capacity of patient
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Workplace CommunicationWorkplace Communication
• 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
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Workplace CommunicationWorkplace Communication
• 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
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Workplace CommunicationWorkplace Communication
• 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
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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
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Critical ThinkingCritical Thinking
• 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
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Critical ThinkingCritical Thinking
• 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
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Critical ThinkingCritical Thinking
• 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
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Critical ThinkingCritical Thinking
• 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
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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
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TeamworkTeamwork
• Teams composed of leaders and followers
• Teams operate best when they make use of the strengths of each team member
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TeamworkTeamwork
• Diversity Diversity means "variety" In everyone's best interest that biases,
stereotypes, and prejudices be put aside
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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
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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
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TeamworkTeamwork
• Resolving Conflicts Apology can smooth the way to a
solution Important soft skill is to not to escalate
conflict
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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
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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
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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
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Managing PrioritiesManaging Priorities
• 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
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Managing PrioritiesManaging Priorities
• 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
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Managing PrioritiesManaging Priorities
• 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
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Managing PrioritiesManaging Priorities
• 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
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Managing PrioritiesManaging Priorities
• 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
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Managing PrioritiesManaging Priorities
• 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
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Managing PrioritiesManaging Priorities
• 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
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Managing PrioritiesManaging Priorities
• 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
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Managing PrioritiesManaging Priorities
• 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.
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Managing PrioritiesManaging Priorities
• 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
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Managing PrioritiesManaging Priorities
• Time Management Important to define office goals with
physician Physicians' goals vary from simple to
complex and from short term to long term
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Managing PrioritiesManaging Priorities
• 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
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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
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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
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Professional ImageProfessional Image
• 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
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Professional ImageProfessional Image
• 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
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Professional ImageProfessional Image
• 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
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Professional ImageProfessional Image
• 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
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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
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Lifelong LearningLifelong Learning
• 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
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Lifelong LearningLifelong Learning
• 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
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Lifelong LearningLifelong Learning
• 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