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Rev.Confirming
Confirming
Revised
First
TestPages
File
SEVENTH EDITION
ADMINISTRATIVE
PROCEDURES FOR
MEDICAL ASSISTING
Kathryn A. Booth, RN-BSN, RMA (AMT), RPT, EFR, CPhT, MS
Total Care Programming, Inc.
Palm Coast, Florida
C H A P T E R 1 4 U N I T F O U R
Administration of Patient Education 314 SKILLS VIDEO: Requesting Prior Authorization 358
ELECTRONIC HEALTH RECORDS: 15.02 Document 17.6 Preparing and Transmitting the Healthcare Claim 362
Administration of Pre- and Post-Operative Instructions 314 17.7 Transmitting Electronic Claims 371
PRACTICE MEDICAL OFFICE: Admin Check Out: Interactions 314 17.8 Insurer Processing Claims and Payments 372
viii CONTENTS
PROCEDURE 17-1: Verifying Workers’ Compensation ELECTRONIC HEALTH RECORDS: 19.02 Assign a Procedure
Coverage 374 Code to an Office Visit - B 427
PROCEDURE 17-2: Submitting a Request for Prior ELECTRONIC HEALTH RECORDS: 19.03 Maintain the
Authorization 375 Procedure Code Database in an EHR 427
PROCEDURE 17-3: Completing the CMS-1500 Claim Form 375 PRACTICE MEDICAL OFFICE: Admin Check Out: Work Task
PROCEDURE 17-4: Tracking Insurance Claims Submissions 377 Proficiencies 428
ELECTRONIC HEALTH RECORDS: 17.01 Create and Submit
an Insurance Claim 380 C H A P T E R 2 0
PRACTICE MEDICAL OFFICE: Admin Check in: Work Task
Proficiencies 380 Patient Collections and
C H A P T E R 1 8
Financial Management 429
Introduction 431
Diagnostic Coding 381 20.1 The Medical Practice as a Business 431
Introduction 382 20.2 Medical Office Accounting Methods 431
18.1 The Reasons for Diagnosis Codes 382 20.3 In-Office Transactions 436
18.2 Why ICD-10-CM Is Necessary 383 20.4 Standard Billing Procedures 440
18.3 An Overview of ICD-10 385 20.5 Standard Collection Procedures 442
18.4 Coding with ICD-10 388 SKILLS VIDEO: Posting Charges, Payments, and
18.5 External Cause of Injury and Health Status Codes 391 Adjustments 444
18.6 Synopsis of ICD-10 Coding Guidelines by Chapter 395 20.6 Laws That Govern Credit and Collections 445
SKILLS VIDEO: Locating an ICD-10-CM Code 401 20.7 Credit Arrangements 447
PROCEDURE 18-1: Locating an ICD-10-CM Code 401 20.8 Common Collection Problems 450
PROCEDURE 18-2: Locating a Health Status (Z) Code 402 20.9 Banking and Negotiable Instruments 450
PROCEDURE 18-3: Locating an External Cause Code 402 20.10 Preparing a Bank Deposit 454
ELECTRONIC HEALTH RECORDS: 18.01 Assign a Diagnostic 20.11 Reconciling the Bank Statement 454
Code to an Office Visit - A 405 20.12 Electronic Banking 456
ELECTRONIC HEALTH RECORDS: 18.02 Assign a Diagnostic 20.13 Accounts Payable and Managing Disbursements 458
Code to an Office Visit - B 405 PROCEDURE 20-1: Posting Charges, Payments, and
ELECTRONIC HEALTH RECORDS: 18.03 Maintain the Adjustments 460
Diagnosis Code Database in an EHR 405 PROCEDURE 20-2: Using the Superbill as Bill/Receipt 460
PRACTICE MEDICAL OFFICE: Admin Check Out: Office PROCEDURE 20-3: Posting a Nonsufficient Funds (NSF)
Operations 405 Check 461
PROCEDURE 20-4: Processing a Payment Resulting in a
C H A P T E R 1 9 Credit Balance 461
CONTENTS ix
ELECTRONIC HEALTH RECORDS: 20.05 Handle a Returned 57.4 Common Disorders 509
NSF Check 469 57.5 Less Common Disorders 512
ELECTRONIC HEALTH RECORDS: 20.06 Process a Patient SKILLS VIDEO: Caring for a Patient Who Is Vomiting 512
Payment 469 SKILLS VIDEO: Performing Cardiopulmonary Resuscitation
ELECTRONIC HEALTH RECORDS: 20.07 Issue a Patient (CPR) 514
Refund 469 57.6 Common Psychosocial Emergencies 516
PRACTICE MEDICAL OFFICE: Admin Check Out: Work Task 57.7 The Patient Under Stress 516
Proficiencies 469
57.8 Educating the Patient 517
57.9 Disasters and Pandemics 517
57.10 Bioterrorism 518
U N I T N I N E
PROCEDURE 57-1: Stocking the Crash Cart 520
Introduction 499 A P P E N D I C E S
57.1 Understanding Medical Emergencies 499 I Diseases and Disorders A-1
57.2 Preparing for Medical Emergencies 500 II Prefixes, Suffixes, and Word Roots in Commonly Used
SKILLS VIDEO: Performing an Emergency Assessment 502 Medical Terms A-19
57.3 Accidental Injuries 502 III Abbreviations and Symbols Commonly Used in
BODY ANIMAT3D: Concussions 505 Medical Notations A-24
SKILLS VIDEO: Controlling Bleeding 505 Glossary G-1
SKILLS VIDEO: Cleaning Minor Wounds 509 Index I-1
x CONTENTS
Procedures
PROCEDURE 1-1 Obtaining Certification/Registration PROCEDURE 12-1* Creating a New Patient Record Using EHR
Information Through the Internet 9 Software 247
PROCEDURE 1-2 Locating Your State’s Legal Scope of PROCEDURE 12-2* Checking in and Rooming a Patient Using an
Practice 10 Electronic Health Record 247
PROCEDURE 3-1 Self-Evaluation of Professional Behaviors 40 PROCEDURE 12-3* Creating an Appointment Matrix for an
PROCEDURE 4-1 Communicating with the Anxious Patient 59 Electronic Scheduling System 248
PROCEDURE 4-2 Communicating with the Angry Patient 59 PROCEDURE 12-4* Scheduling a Patient Appointment Using an
PROCEDURE 4-3 Communicating with the Assistance of an Electronic Scheduler 248
Interpreter 60 PROCEDURE 13-1 Creating a Filing System for Paper Medical
PROCEDURE 5-1 Obtaining Signature for Notice of Privacy Records 265
Practices and Acknowledgment 91 PROCEDURE 13-2 Setting Up an Office Tickler File 266
PROCEDURE 5-2 Completing a Privacy Violation Complaint PROCEDURE 13-3 Developing a Records Retention Program 266
Form 92 PROCEDURE 14-1 Using a Video Relay Service with an American
PROCEDURE 5-3 Obtaining Authorization to Release Health Sign Language Interpreter 287
Information 92 PROCEDURE 14-2 Renewing a Prescription by Telephone 288
PROCEDURE 6-1 Aseptic Handwashing 109 PROCEDURE 14-3 Screening and Routing Telephone Calls 289
PROCEDURE 6-2 Using an Alcohol-Based Hand PROCEDURE 14-4 Handling Emergency Calls 289
Disinfectant 110 PROCEDURE 14-5 Retrieving Messages from an Answering
PROCEDURE 6-3 Using a Biohazardous Sharps Container 110 Service or System 290
PROCEDURE 6-4 Disposing of Biohazardous Waste 110 PROCEDURE 15-1* Creating Electronic Patient Instructions 309
PROCEDURE 7-1 Handling a Fire Emergency 136 PROCEDURE 15-2 Identifying Community Resources 310
PROCEDURE 7-2 Maintaining and Using an Eyewash PROCEDURE 15-3 Locating Credible Patient Education
Station 137 Information on the Internet 310
PROCEDURE 7-3 Creating a Pediatric Reception Area 138 PROCEDURE 15-4 Developing a Patient Education Plan 311
PROCEDURE 7-4 Creating a Reception Area Accessible to PROCEDURE 15-5 Outpatient Surgery Teaching 311
Patients with Special Needs 138 PROCEDURE 16-1 Creating an Appointment Matrix 334
PROCEDURE 7-5 Opening and Closing the Medical Office 139
PROCEDURE 16-2 Scheduling Appointments 334
PROCEDURE 8-1 Using a Facsimile (Fax) Machine 174
PROCEDURE 16-3 Completing the Patient Appointment Card 334
PROCEDURE 8-2 Using a Photocopier Machine 175
PROCEDURE 16-4 Placing Appointment Confirmation Calls 335
PROCEDURE 8-3 Using a Postage Meter 175
PROCEDURE 16-5 Scheduling Outpatient Surgical
PROCEDURE 8-4 Using a Check-Writing Machine 176 Appointments 335
PROCEDURE 8-5 Step-by-Step Overview of Inventory PROCEDURE 16-6 Scheduling Inpatient Surgical
Procedures 176 Appointments 336
PROCEDURE 10-1* Creating a Professional Letter 205 PROCEDURE 17-1 Verifying Workers’ Compensation Coverage 374
PROCEDURE 10-2 Writing an Interoffice Memo 206 PROCEDURE 17-2 Submitting a Request for Prior Authorization 375
PROCEDURE 10-3 Composing a Professional E-mail PROCEDURE 17-3 Completing the CMS-1500 Claim Form 375
Message 206
PROCEDURE 17-4 Tracking Insurance Claims Submissions 377
PROCEDURE 10-4 Composing an Electronic Patient Letter Using a
PROCEDURE 18-1 Locating an ICD-10-CM Code 401
Template 207
PROCEDURE 18-2 Locating a Health Status (Z) Code 402
PROCEDURE 10-5 Sorting and Opening Mail 207
PROCEDURE 18-3 Locating an External Cause Code 402
PROCEDURE 11-1 Preparing a New Patient Paper Medical
Record 231 PROCEDURE 19-1 Locating a CPT Code 424
PROCEDURE 11-2 Correcting Paper Medical Records 231 PROCEDURE 19-2 Locating a HCPCS Code 424
PROCEDURE 11-3 Entering (Adding) Information into a Paper PROCEDURE 19-3* Entering CPT and ICD Codes into an EHR
Medical Record 232 Program 425
xi
PROCEDURE 20-1 Posting Charges, Payments, and PROCEDURE 56-1 Preparing a Travel Expense Report 493
Adjustments 460 PROCEDURE 56-2 Preparing an Agenda 493
PROCEDURE 20-2 Using the Superbill as Bill/Receipt 460 PROCEDURE 56-3 Completing an Incident Report 494
PROCEDURE 20-3 Posting a Nonsufficient Funds (NSF) Check 461 PROCEDURE 56-4 Generating Payroll 494
PROCEDURE 20-4 Processing a Payment Resulting in a Credit
PROCEDURE 57-1 Stocking the Crash Cart 520
Balance 461
PROCEDURE 57-2 Performing an Emergency Assessment 521
PROCEDURE 20-5 Processing Refunds to Patients 462
PROCEDURE 57-3 Foreign Body Airway Obstruction in a
PROCEDURE 20-6 Preparing an Age Analysis 462
Responsive Adult or Child 521
PROCEDURE 20-7 Referring an Account to a Collection
PROCEDURE 57-4 Foreign Body Airway Obstruction in a
Agency and Posting the Payment from the
Responsive Infant 523
Agency 463
PROCEDURE 57-5 Controlling Bleeding 524
PROCEDURE 20-8 Completing a Truth in Lending Statement
(Agreement) 463 PROCEDURE 57-6 Cleaning Minor Wounds 524
PROCEDURE 20-9 Making a Bank Deposit 464 PROCEDURE 57-7 Caring for a Patient Who Is Vomiting 525
PROCEDURE 20-10 Reconciling the Bank Statement 465 PROCEDURE 57-8 Assisting During a Chemical Disaster 525
PROCEDURE 20-11 Setting Up the Disbursements Journal 466 PROCEDURE 58-1 Résumé Writing 546
xii PROCEDURES
xiii
xiv D I G I TA L E X E R C I S E S A N D AC T I V I T I E S
A Closer Look
Medical assisting is a rock-solid career with a variety of essen- and comprehensive set of tools for individuals preparing to
tial tasks. These tasks are always expanding and changing as become medical assistants as well as the instructors helping
the healthcare environment changes. Learning these tasks and them to accomplish this task.
stacking them together can be a challenge. The seventh edi- When you begin the book, you will find it is not just
tion is updated to help students as well as instructors learn about rote memorization of concepts. Medical Assisting
these ever-changing tasks and stay current in the healthcare immerses you in the world of BWW Medical Associates,
environment. McGraw-Hill is committed to helping prepare where you learn as you confront new workplace challenges in
students to succeed in their educational program and career each chapter. All elements of the book—from the case studies
by providing a complete and easy set of solutions for the in each chapter and the Soft Skills Success exercises to the
educators of these programs. The following will give you screenshots and other visuals—immerse the stu-
a snapshot of some of the exciting solutions available with dent in a realistic learning environment. Case studies are built
the seventh edition of M edical Assisting: Administrative and around a set of patients who regularly visit BWW Medical
Clinical Procedures with Anatomy and Physiology for your Associates, and you will get to know these patients as well
Medical Assisting course. Instructors across the country have as the employees of BWW Medical Associates as you move
told us how much preparation it takes to teach medical assist- through the chapters and the accompanying EHR exercises.
ing. To help, we have added more detailed information on how Within this framework, we have worked to provide the most
to organize and utilize the many available practice features up-to-date information about all aspects of the medical assisting
and activities, as well as a breakdown by Learning Outcomes profession, with a focus on consistency, authenticity, and accu-
for corresponding activities entitled the Comprehensive Asset racy. Along with thousands of minor tweaks and updates, Medi-
Map, located in the Instructor Resources portion of Connect. cal Assisting, seventh edition, incorporates the following:
• New! Over 100 electronic health record exer-
cises correlated to 34 chapters.
The Content—a Note from the Authors • New! A complete set of 23 exercises included
The seventh edition of Medical Assisting: Administrative and with Chapter 12 Electronic Health Records that provides
Clinical Procedures with Anatomy and Physiology has many documentation of EHR proficiency and a “big picture”
exciting and noteworthy updates. With insightful feedback journey for the student.
from our users and reviewers, our experienced author team • Dozens of BWW EHR documentation/progress note
set out to create a one-of-a-kind, dynamic, practical, realistic, examples in both clinical and administrative chapters.
xv
• Soft Skills Success exercises located with the Chapter Chapter 6 OPIM, transmission-based precautions, and
Review that test employability skills and link students to OSHA education and training requirements for
related modules in Practice Medical Office (PMO) and ambulatory care
Application-Based Activities (ABAs). Chapter 7 Computer Vision Syndrome, service dogs and
• Over 30 screenshots throughout the comfort animals, visual relay services
text to showcase basic EHR skills in the context of the Chapter 8 Computer networks and encryption, current
BWW Medical Associates. software management programs, monitoring of
• Case studies that are enhanced by the inclusion of more professional e-mails, computer security
detailed clinical information and link to the new Soft Skills Chapter 10 E-mail etiquette, delivery notification, invoice
Success activities where applicable. versus statement, using “rules” for e-mail
• Coding content focusing on ICD-10-CM, including detailed management
1500 claim form instructions utilizing the 5010 updates to Chapter 11 Records release rules, changed the terminology
make the form compliant with ICD-10 requirements from chart to health record, SOMR clarified
• New! Thirteen math and dosage videos and questions Chapter 12 Meaningful Use, expanded coverage of shared
located as assignments in Connect. data, general guidelines for using an EHR
• Inclusion of content and terminology related to all of the program, practice management systems,
current medical assisting standards to help ensure student updated EHR content with new
certification success. program
• Brand new level heading in all of the anatomy and physiol- Chapter 13 Retaining files in the office section, filing to
ogy chapters titled “Diagnostic Exams and Test.” reflect modern office standards, updated EHR
• New! Medical Terminology Practice feature with the figures
anatomy and physiology chapters to bring further under- Chapter 14 Communicating with deaf, Uber, Lyft, and cell
standing of the power of the construction and deconstruc- phone use
tion of medical terms, as well as corresponding practice Chapter 15 Electronic media use, defined modeling versus
questions in the Chapter Review. return demonstration; sample e-newsletter,
• New! Corresponding practice of anatomy and physiology patient information form, and physician
with Practice Atlas on Connect. information figures added
A more detailed list of chapter changes is covered in the next Chapter 16 Telehealth, electronic scheduler, examples
section. of wave scheduling and modified wave
scheduling
Chapter 17 Uninsured, precertification, patient-centered
Key Chapter-by-Chapter Changes medical homes (PCMH) concept, Medicare
The following chapter-by-chapter list includes the essential tax and salary requirement updates,
changes and updates made to the book. A full list of changes Insurance 1500 claim form with updated
is available in the transition guide provided in the Instructor instructions
Resources on Connect. Chapter 18 Removed comparison of ICD-9 and ICD-10
codes as ICD-10-CM is now only coding
Chapter 1 The medical assistant as a patient navigator, system used in the United States. All ICD-10
scope of practice procedure, standard of care, coding exercises updated to 2019 edition
and practice test provided by certification Chapter 19 Changed title to Procedural Coding, updated
organizations. A new procedure titled Locate to 2019 codes throughout
Your State’s Legal Scope of Practice Chapter 20 In-Office Transactions, Payments After the
Chapter 2 Affordable Care Act and Patient Centered Patient Visit, and Returned Checks; new terms
Medical Care Home, Medical Scribe added: accounts receivable (A/R), accounts
Chapter 3 Professional use of personal electronic payable (A/P)
devices and social media, customer service Chapter 56 Updated figures to be more in line with today’s
as professionalism, cultural diversity with earnings
co-workers Chapter 57 Updated tourniquet usage, changed triage
Chapter 4 Introduction to Behavioral Health Issues, to prioritization protocols in Caution box:
Substance Abuse, and Gender Identity and Planning and Implementing a Preparedness
Sexuality and more detail about Roadblocks to Plan for Pandemic Illness
Effective Communication Chapter 58 Stressed leaving options open in the
Chapter 5 POLST, Advance Medical Directive, DNR, “Professional Objective” section of the résumé
and DNAR
A Guided Tour
Learning Outcomes, Key Terms, • ABHES (Accrediting Bureau of Health Education Schools)
Competencies and Curriculum
and Textbook Organization
• AAMA (American Association of Medical Assistants)
Every learning outcome in Medical Assisting, seventh edition,
CMA (Certified Medical Assistant) Occupational Analysis
is aligned with a level I heading. McGraw-Hill has made it even
easier for students and instructors to find, learn, and review • AMT (American Medical Technologists) RMA (Regis-
critical information. The chapter organization of the seventh tered Medical Assistant) Task List
edition is organized to promote learning based on what a medi- • AMT (American Medical Technologists) CMAS (Cer-
cal assistant does in practice. The chapters build on one another tified Medical Assistant Specialist) Competencies and
to ensure student understanding of the many tasks they will Examination Specifications
be expected to perform. The chapters can be easily grouped • NHA (National Healthcareer Association) Certified Clini-
together to create larger topics or units for the students to learn. cal Medical Assistant (CCMA)
For ease of understanding, content can be organized asConfirming
follows:
Pages • NHA (National Healthcareer Association) Certified Medi-
• Unit One, Medical Assisting as a Career—Chapters 1 to 5 cal Administrative Assistant (CMAA)
• Unit Two, Safety and the Environment—Chapters 6 to 9 • CMA (AAMA) Certification Examination Content Outline
• Medical Records
Unit Three, Communication—Chapters 10 to 14 11 • NCCT (National Center for Competency Testing) National
Certified Medical Assistant (NCMA) Detailed Test Plan
• and Documentation
Unit Four, Administrative Practices—Chapters 15 to 20
• NAHP (National Association for Health Profession-
• Unit Five, Applied Anatomy and Physiology—Chapters 21
als) Nationally Registered Certified Medical Assistant
to 34
C A S E S T U D Y
for his rescue inhaler in (NRCMA) content outline
Unit Six, Clinical Practices—Chapters 35 to mother 44 has brought him
the last several days. His
• Patient Name DOB
to the appointment, butAllergies • NAHP (National Association for Health Professionals)
PAT I E N T I N F O R M AT I O N
• Unit Seven,
Mohammad
Nassar
Assisting
05/17/2005 NKA with Diagnostics—Chapters 45 to 50
Mohammad Nassar has
asked that she remain Nationally Registered Certified Administrative Health
Unit Eight, Assisting in Therapeutics—Chapters during his51 to 55
in the reception area
• appointment. Assistant (NRCAHA) content outline
Attending She does give you a list
MRN Other Information
• Unit Nine,
Elizabeth H. Medical
00-AA-007 Assisting Practice—Chapters 56 to 58
of Mohammad’s current
asthma medications and • CAHIIM (Commission on Accreditation for Health Infor-
Williams, MD
matics and Information Management Education)
©David Sacks/Getty Images
the previously completed
Key terms are called out at the beginning of each chapter and
new patient documents.
Keep Mohammad Nassar (and his mother) in mind as
arepractice
set andincomesbold to the throughout
office today for an annual the
Mohammad Nassar is a teenage male who is new to the
physicaltext
of theto further promote the mas-
you study this chapter. There will be questions at the end
chapter based on the case study. The information in
• SCANS Correlation
examination. He has a known past medical history of asthma,
terywhich
of has learning
been relatively stableoutcomes.
until recently. He states when
he arrives that he has been experiencing an increasing need
the chapter will help you answer these questions.
Correlations to these are included with the instructor
resources located on Connect (see later pages for informa-
tion about Connect™). In addition, CAAHEP requires that all
L E A R N I N G O U T C O M E S K E Y T E R M S
After completing Chapter 11, you will be able to:
audit review of systems
medical assistants be proficient in the 71 entry-level areas of
11.1 Explain the importance of patient medical
records. CHEDDAR sign competence when they begin medical assisting work. ABHES
requires proficiency in the competences and curriculum con-
11.2 Identify the documents that constitute a patient demographic source-oriented medical
medical record. record (SOMR)
documentation
11.3 Compare SOMR, POMR, SOAP, and CHEDDAR
medical record formats.
noncompliant
subjective
Subjective, Objective, tent at a minimum. The opening pages of each chapter provide
Confirming Pages
a list of the areas of competence that are covered within the
objective Assessment, and Plan
11.4 Recall the six Cs of charting, giving an example of
each. patient record/chart (SOAP)
11.5 Describe the need for neatness, timeliness,
accuracy, and professional tone in patient
problem-oriented medical
record (POMR)
symptom
transcription
chapter.
records.
11.6 Illustrate the correct procedure for correcting and
updating a medical record. M E D I C A L A S S I S T I N G C O M P E T E N C I E S
11.7 Describe the steps in responding to a written CAAHEP ABHES
request for release of medical records.
V.P.1 Use feedback techniques to obtain patient 3. Medical Terminology
information including: d. Define and use medical abbreviations when
(a) reflection appropriate and acceptable
(b) restatement
4. Medical Law and Ethics
Content Correlations V.P.11
(c) clarification
Report relevant information concisely and
accurately
a. Follow documentation guidelines
b. Institute federal and state guidelines when:
Medical Assisting, seventh edition, also provides a correlation VI.C.4 Define types of information contained in the
patient’s medical record
(1) Releasing medical records or information
5. Human Relations
structure that will enhance its usefulness to both students and VI.C.5 Identify methods of organizing the patient’s h. Display effective interpersonal skills with patients
and health care team members
medical record based on:
instructors. We have been careful to ensure that the text and
boo08549_ch11_225-249.indd 225 05/30/19 06:43 PM (a) problem-oriented medical record (POMR)
(b) source-oriented medical record (SOMR)
7. Administrative Procedures
a. Gather and process documents
supplements provide coverage of topics crucial to all of the VI.C.6 Identify equipment and supplies needed for g. Display professionalism through written and
medical records in order to: verbal communications
following: (a) Create
(b) Maintain
(c) Store
• CAAHEP (Commission on Accreditation of Allied Health VI.P.3 Create a patient’s medical record
Education Programs) Standards and Guidelines for Medi- You will also find that each procedure is correlated to the
VI.P.4 Organize a patient’s medical record
X.C.3 Describe the components of the Health
cal Assisting Education Programs ABHES and CAAHEP competencies within the workbook on
Information Portability and Accountability Act
(HIPAA)
X.P.2 Apply HIPAA rules in regards to:
(a) privacy
X.P.3
(b) release of information
Document patient care accurately in the
xvii
medical record
X.A.2 Protect the integrity of the medical record
the procedure sheets. These sheets can be easily pulled out P R O C E D U R E 1 6 - 2 Scheduling Appointments
of the workbook and placed in the student file to document Procedure Goal: Utilizing the previously created matrix, 3. When possible, schedule appointments earlier in the day
proficiency. book patient appointments applying the correct amount of time
for each appointment
first and then move to later time frames. Do ask the
patient if he or she has a preferred time frame in mind
and, if at all possible, accommodate the request.
OSHA Guidelines: This procedure does not involve exposure
RATIONALE: Open appointments later in the day allow
Chapter Features
to blood, body fluids, or tissue.
space for unexpected appointments required at a later time.
Materials: Appointment book and pen or pencil, or electronic 4. When using an appointment book, enter the patient
scheduler (with appropriate matrix) template, outlining time name, phone number, and reason for the appointment
Each chapter opens with material that includes the Case frames for patient appointment types
Method:
in the appropriate space, blocking out additional
blocks of time, if necessary, to accommodate a longer
Study, the learning outcomes, a list of key terms, the ABHES 1. Establish the type of appointment required by the
patient, particularly if this is a new patient or a returning
appointment time.
5. If an electronic scheduler is used, use the search option to
chapter, and an introduction. Since the learning outcomes appointment time than do returning existing patients.
2. If necessary, consult the template for the amount of time
phone number, and reason for the appointment.
6. Repeat the appointment information to the patient, giving
represent each of the level I headings in the chapter, they serve required for the patient appointment. Keep in mind
the reason for the appointment when scheduling (for
any necessary instructions regarding preparation for the
appointment, such as early arrival for blood tests. Also, this
graphs, anatomical and technical drawings, tables, charts, and • Points on Practice feature boxes provide guidelines
P R O C E D U R E 1 6 - 3 Completing the Patient
text features help educate the student about various aspects on keeping the medical Appointment office
Card running smoothly and
of medical assisting. The text features include the following: efficiently.
Procedure Goal: To accurately complete a patient appoint- Method:
ment card for the patient’s next visit
• Educating the doesPatient feature1. After
boxes
or electronicfocus onthe ways
appointment to
entering the patient’s appointment in the appointment
• Case Studies are provided at the beginning of all chapters. OSHA Guidelines: This procedure not involve exposure book scheduler, repeat
They represent situations similar to those that the medical Materials: Appointment book or electronic scheduler, pen, 2. Complete the patient appointment
medical office.
and appointment card appointment date and time on the card. If the practice
assistant may encounter in daily practice. The case studies 348 CHAPTER 16
ing avatars in the new and ABAs). Students are ing certain tasks.
boo08549_ch16_329-353.indd 348 08/08/19 09:03 PM
and Documentation
students’ understanding and application of chapter content. Maintaining Standards of Cleanliness in the Reception Area
Cleanliness is (and should be) one of a medical office’s hallmarks.
Not only is cleanliness required in the examination and testing
4. Spot-clean areas that become dirty. (Remove scuffmarks.
Clean upholstery stains.)
rooms, it is also expected in the patient reception area. A messy 5. Disinfect areas of the reception area if they have been
Confirming Pages
patient reception area reflects badly on the practice. Patients exposed to body fluids. (Immediately clean and disinfect all
for his rescue inhaler in may think, “If they don’t care about this, what else do they not soiled areas.)
C A S E S T U D Y the last several days. His care about?” Maintaining standards of cleanliness helps ensure 6. Handle items with care. (Take precautions when carrying
mother has brought him that the reception area is presentable and inviting at all times. potentially messy or breakable items. Do not carry too much
Patient Name DOB Allergies to the appointment, but As a medical assistant, you may be involved—along with the at once.)
PAT I E N T I N F O R M AT I O N
Mohammad 05/17/2005 NKA Mohammad Nassar has physician, office manager, and other staff members—in setting
the office’s cleanliness standards. Standards are general guide- After the standards have been established, type and post
O U TNassar
COME KEY POINTS
asked that she remain
lines. In addition to setting standards, you will need to specify the them in a prominent place for the office staff (but not the
in the reception area
tasks required to meet each standard. You also may want to cre- patients) to see. The cleaning activities checklist may be posted,
11.6 Illustrate the correct procedure for correcting and The proper way to make corrections in aduringmedicalhis appointment.
record is to
ate a checklist of the tasks required to meet all of these standards. but the person responsible for cleaning the office also should
updating a medicalMRN
Attending record. Other Information draw a single line through the error so thatShethedoes giveentry
original you a list
The following list outlines standards you may want to con- keep a copy. It is everyone’s duty to keep the office looking
of as
is still legible. Make the correction as close Mohammad’s
possible to thecurrent
Elizabeth H. 00-AA-007 sider. Specific housekeeping tasks for meeting those standards clean and presentable.
asthma medications
original entry, noting the reason for the correction, and initial theand
Williams, MD are included in parentheses. A schedule of specific daily and weekly cleaning activities
correction. Any additions to a medical record
©David Sacks/Getty Images
also shouldcompleted
the previously be made
as soon as the need for the addition is noted, and thedocuments.
reason for also should be posted. Less frequent housekeeping duties,
new patient 1. Keep everything in its place. (Complete a daily visual check
the addition or change should be clearly such as laundering drapes, shampooing the carpet, and clean-
Keep Mohammad Nassar (and documented.
his mother) in mind as for out-of-place items. Return all magazines to racks. Push ing windows and blinds, can be noted in a tickler file so that
Mohammad Nassar is a teenage male who is new to the chairs back into place.)
11.7 Describe
practice the steps
and comes in office
to the responding to aan
today for written
annualrequest
physical In you
orderstudy this chapter.
to release There medical
any confidential will be information,
questions atexpress
the end they will be performed on a regular basis.
for release of medical records. of thepermission
written chapter based onpatient
from the the case
muststudy. The information
be received. Unless it in 2. Dispose of all trash. (Empty trash cans. Pick up trash on the It is always a good idea to have a second staff member
examination. He has a known past medical history of asthma,
is the chaptertowill
impossible help
do so, you should
copies answerbethese
madequestions.
and the originals floor or on furniture.) responsible for periodically working with the medical assis-
which has been relatively stable until recently. He states when
should remain in the office. If originals must be released, a 3. Prevent dust and dirt from accumulating on surfaces. tant on housekeeping responsibilities. That person also may
he arrives that he has been experiencing an increasing need
statement of responsibility should be signed by the receiver and (Wipe or dust furniture, lamps, and artificial plants. Polish be responsible for handling cleaning duties when the medical
should be noted in the patient’s chart. Follow-up should take place doorknobs. Clean mirrors, wall hangings, and pictures.) assistant is away from the office.
until the original records are returned to the office and to the
patient’s record. Only release records that are expressly requested
©David Sacks/Getty Images and authorized by the patient. waste, is waste that can be dangerous to those who handle
L E A R N I N G O U T C O M E S K E Y T E R M S Parking Arrangements
it or to the environment. Infectious waste includes human Although some patients walk to the medical office or take
After completing Chapter 11, you will be able to:
waste, human tissue, and body fluids such as blood and urine. public transportation, the majority of patients will probably
11.1 Explain the importance of patient medical
records.
audit
CHEDDAR
review of systems
sign
• Pathophysiology is featuredtravelinby their
each ofvehicles.
thePatients
It also includes any potentially hazardous waste generated in
personal
the treatment of patients, such as needles, scalpels, cultures of
chapters
who drive to the on
office need a place to park.
11.2 Identify the documents that constitute a patient
C A S E
medical record.
S T U D Y demographic
C R I T I C A L
source-oriented medical
T H Irecord N (SOMR)
K I N G anatomy and physiology. These
human cells, and dressings.
sections
The office can offer eitherprovide
Although infectious waste is not commonly generated in
on-street parking students
or a parking lot
or parking garage. On-street parking requires patients to fend for
with details of the most common diseases and disorders of
documentation the patient reception area, it can happen—for example, when
11.3 Compare SOMR, POMR, SOAP, subjective
Recall Mohammad fromand CHEDDAR
the case study at the physician? What documents should he have brought with
noncompliant a patient vomits or bleeds on the rug or on furniture. If that
medical record formats. Subjective, Objective,
each body system and include information on the causes,
beginning of the chapter. Now that you have him, if available? situation should occur, you must clean up the waste promptly.
objective Assessment, and Plan
11.4 Recall the six Cs of charting,
completed giving
the chapter, an the
answer example of
following 2. Your office uses a SOAP format for medical records. After Remember, infectious waste must be handled in accordance
each. questions regarding his case. patient completes her exam,(SOAP)
record/chart with federal law and following OSHA guidelines. Your office
common signs and symptoms, diagnostic exams and tests,
Dr. Williams explain where each of the
11.5 Describe the 1. As a new
need for patient,
neatness,which documents
timeliness, new documents or
problem-oriented symptom obtained during
pieces of information
medical may choose to purchase commercially prepared hazardous
accuracy, andshould be completed
professional tone inprior to
patient Mohammad’s
record (POMR) exam will be filed using the SOAP format.
transcription waste kits for use in cleaning up spills. After cleaning infec-
records. Mohammad being seen by the treatment, and, where possible, the prevention
tious waste from the patient reception area, deposit it in a
biohazard container. Disinfect the site to eliminate possible
of Pages
Confirming each
disease.
11.6 Illustrate the correct procedure for correcting and
©David Sacks/Getty Images
updating a medical record. contamination of other patients. Refer to the chapter Infection
Control Fundamentals to review OSHA guidelines and stan-
11.7 Describe the steps in responding to a written dard precautions.
request for release of medical records.
©David Sacks/Getty Images Office
PAT H OAccess
P H Y Sfor
I OAll
LOGY LO 7.10 LO 23.11
E X A M P R E P A R A T I O N Q U E S T I O N S
The path patients must take to get from the parking area or
1. (LO 11.1) The process of recording information in a 3. (LO 11.2) Which document serves as the “base” for the Common
street to theDiseases andback
office and then Disorders
out again is called the office
• Procedures give step-by-step instructions on how to per-
patient’s medical record is called
a. Auditing
patient medical record?
a. The registration form
ofaccess.
the Skeletal System
Some offices have easier access than others, but ease
of access is important to your patients, particularly those who
FIGURE 7-13 All patients should have access to ample parking and
easy access to the office.
Arthritis is a general term meaning “joint inflammation.”
form specific administrative or clinical tasks that a medical
b. SOAP
c. CHEDDAR
b. The patient medical history form
c. The physical examination form
are older or differently abled (see Figure 7-13).
Although there are more than 100 types of arthritis, we will dis-
©McGraw-Hill Education/David Moyer, photographer
the book and allow for easy practice and assessment. Criti-
education e. All of these Causes. Research points to inflammatory processes or ©Total Care Programming, Inc.
metabolic disorders as the etiology of DJD.
step-by-step videos of the procedures using the . Diagnostic Exams and Tests. X-rays of the affected joint are
used to determine if osteoarthritis is present. Blood tests are
cause edema (swelling), tenderness, and warmth in and around
the joints. Tissue becomes granular and thick, eventually
boo08549_ch11_225-249.indd 248 05/30/19 06:43 PM
used to rule out rheumatoid arthritis. destroying the joint capsule and bone. Scar tissue forms, bones
Treatment. Anti-inflammatory drugs, including aspirin and atrophy, and visible deformities become apparent due to the
nonsteroidal anti-inflammatory drugs (NSAIDs) such as naproxen bone malalignment and immobility. Patients also have moderate
xviii A GUIDED TOUR and Feldene®, may be used. Intra-articular steroid injections may
be tried for severe cases. In some cases, a series of injections
to severe pain in the affected joints.
Diagnostic Exams and Tests. Magnetic resonance imaging
of hyaluronic acid–containing medications is used when other (MRI) and X-rays in conjunction with blood tests are used to
treatments do not work. These injections serve as joint fluid diagnose RA.
replacement. Some success has been found with transplanting Treatment. Treatment includes anti-inflammatory drugs, exercise,
harvested cartilage cells from the patient’s healthy knee heat or cold treatments, and cortisone injections. Researchers are
cartilage, which are then grown in the lab and reinjected into working with genetic techniques to block the immune system
the patient’s diseased joint. Surgical scraping of the joint also reaction. Low-impact aerobic exercise may be helpful, and some
may be done to remove deteriorated bone fragments. As a last patients find warm water exercises beneficial, too.
resort, joint replacement may be recommended.
Joint replacement prostheses can be metal, plastic, or a anim
combination of both. The physician can surgically replace part of
a
D
ti
AT3
boo77045_fm_i-xxviii.indd xviii the joint (partial) or the entire joint (total). An example of a partial 10/10/19 07:43 PM
on
od
yAN
In this procedure, the head of the femur is replaced by an all- Go to CONNECT to see an animation exercise
6. (LO 15.4) When checking an Internet site for credibility, ing procedure that would be done?
The purpose of the National Patient Safety Goals is to improve patient safety. The goals focus on problems in healthcare safety and how to which of the following is least likely to be necessary? a. Blood work
Rev.Confirming
Confirming
Revised
First
TestPages
File
solve them. a. Use caution if the site uses a sensational writing style. b. Colonoscopy
Identify Patients Correctly • Use at least two ways to identify patients. For example, use the patient’s name and date of birth. b. Look for the author of the information you plan to use. c. Chest X-ray
This is done to make sure each patient gets the correct medicine and treatment. c. Check the date of the document you plan to use. d. ECG
• Make sure that the correct patient gets the correct blood when he or she gets a blood transfusion. d. Click links on the site to make sure they are not broken e. Cardiac rehabilitation
Use Medicines Safely • Before a procedure, label medicines that are not labeled—for example, medicines in syringes, and are kept up-to-date.
cups, and basins. Do this in the area where medicines and supplies are set up. e. Ensure that the site is listed on at least two search
• Take extra care with patients who take medicine to thin their blood. engines.
• Record and pass along correct information about a patient’s medicines. Find out what medicines 7. (LO 15.6) Which of the following would least likely be
the patient is taking. Compare those medicines to new medicines given to the patient. Make sure in the patient information packet?
the patient knows which medicines to take at home. Tell the patient it is important to bring an a. Office policies and hours Go to CONNECT to complete the EHRclinic exercises:
up-to-date list of medicines every time he or she visits a doctor. b. Patient instruction sheet regarding common tests done 15.01 Document Administration of Patient Education
at the practice and 15.02 Document Administration of Pre- and
Prevent Infection • Use the hand cleaning guidelines from the Centers for Disease Control and Prevention or the
c. Patient instruction sheet about healthy living Post-Operative Instructions.
World Health Organization. Set goals for improving hand cleaning. Use the goals to improve hand
Each chapter closes with a summary of the Learning cleaning.
• Use proven guidelines to prevent infection after surgery.
• Soft Skills Success practice scenarios emphasize employ-
d. List of the physicians with their qualifications
e. Patient confidentiality statement
2.1 Discuss healthcare trends and their relationship to Medical assistants typically work in ambulatory care settings S O F T S K I L L S S U C C E S S
medical assistant practice. using EHR. They can expect to work with many older patients
and should practice and assist patients with preventive care. A 35-year-old male patient is scheduled for a vasectomy
2.2 Identify medical specialties and specialists certified by The ABMS certifies 24 major medical specialties and tomorrow. It is within your scope of practice to provide
the American Board of Medical Specialties (ABMS). subspecialties. Medical specialties range from cardiology to preoperative instruction, and you feel confident in performing
oncology. As new medical advances occur, a demand for more this task. When you introduce yourself and explain what you
specialty areas may emerge. are going to do, the first words out of the patient’s mouth are, Go to PRACTICE MEDICAL OFFICE and complete
“How do you know what this is all about? I am the one who the module Admin: Check Out - Interactions.
2.3 Recognize the duties of various allied health Medical assistants are members of a healthcare team. The is getting things cut!” How would you respond to this patient?
professionals with whom medical assistants may work. healthcare team includes physicians, nurses, physical therapists,
other allied health professionals, and patients. Understanding
the duties of other healthcare professionals will assist you as
a professional medical assistant. Even if you do not work with
some of the team members directly, you may have to contact
certifications.
presented as key terms in each chapter, along with a pronun-
2.5 Differentiate professional associations that relate Being a member of a professional association is essential to
to healthcare and explain their relationship to the
medical assisting profession.
medical assisting practice. Knowledge of other healthcare and
medical organizations allows the practicing medical assistant to
ciation guide and the definition of each term. The appendi-
boo08549_ch15_308-328.indd 328 05/30/19 05:59 PM
function successfully within his or her profession. ces present a list of common medical terminology, including
prefixes, root words, and suffixes, as well as medical abbre-
viations and symbols. A Diseases and Disorders appendix
26 CHAPTER 2
• Medical Terminology practice exercises have been added provides a quick reference point for patient conditions that the
to all the anatomy and physiology chapters.
boo08549_ch02_012-028.indd 26 05/30/19 05:45 PM
student may encounter.
For the seventh edition, we enhanced the integration between • Medical Terminology Practice*
the textbook and our digital study materials and expanded ∘ A refresher area for the body systems chapters with
our offerings to better cover all aspects of medical assisting. Word Part exercises on select terms as well as audio
Links between the textbook and the key study resources are terms with associated spelling practice.
highlighted by eye-catching icons divided by resource type. • NEW! Math and dosage videos with questions that rein-
Digital study resources with icons include BodyANIMAT3D, force basic math needed by Medical Assistant students.
electronic health record exercises, and both Admin- • NEW! Practice Atlas exercises for all of the Anatomy and
istrative and Clinical Skills videos. Real-life practice opportu- Physiology chapters. The Practice Atlas for Anatomy &
nities include Practice Medical Office and Application-Based Physiology is an interactive tool that pairs images of com-
Activities, with icons at the end of the chapter. mon anatomical models with stunning cadaver photography,
which allows students to practice naming structures on both
models and human bodies. Additional multiple choice ques-
tions for practice are available as assignments in Connect.
• A completely revised and updated Test Bank (also avail-
Go to CONNECT to see a video exercise about able through the Instructor Resources).
Establishing and Conducting the Supply
Inventory and Receiving Supplies.
As part of Connect for Medical Assisting, we also offer Smart-
Book’s adaptive reading experience, which is powered by
These different types of icons are then used to call out LearnSmart, the most widely used adaptive learning resource.
specific activities and exercises by name. For example, above For more information on Connect—the teaching and
you can see an icon for Connect skills videos (the resource) learning platform used with all McGraw-Hill Education
about Establishing and Conducting Supply Inventory and products—and SmartBook, look for the section Connect,
Receiving Supplies (the exercise name). Required=Results.
McGraw-Hill Connect® Medical Assisting Simulations and Games for Medical Assisting
A number of our key resources for Medical Assisting, 7e— , McGraw-Hill’s NEW electronic health record
including BodyANIMAT3D activities, skills video exercises, tool, allows for the look and feel of a real electronic health
and electronic health records exercises—are part of records system fully integrated with CONNECT.
our Connect offering for Medical Assisting. provides over 101 exercises directly correlated to 34 chapters
Here is more on what you can expect to find in Connect for of Booth Medical Assisting, 7e, with Chapter 12 Electronic
Medical Assisting, 7e, specifically: Health Records being the most robust. These actionable exer-
• NEW! Exercises cises allow students to navigate the tool, provid-
ing practical experience using electronic health records while
∘ Over 101 electronic health record actionable exercises
they learn the tasks of a medical assistant. These simulated
correlated to over 34 chapters of Booth Medical Assisting,
exercises are assignable in Connect and are autograded.
7th edition. These simulated exercises allow students to
Chapter 12 includes 23 exercises that take the student through
navigate the tool while learning the tasks of a
the paces of electronic health records, including administra-
Medical Assistant.
tive functions and financial management. Completion of these
• NEW! financial practice management exer-
exercises in total provides the basis for documenting elec-
cises designed to provide students with practical experi-
tronic health record practical experience and gives the student
ence with electronic billing, charge capture, payment
“the big picture.”
posting, and more.
• Pre- and Post-Tests
• End-of-Chapter Exercises
• Interactive Exercises
• Administrative and Clinical Skills Video Exercises* In Practice Medical Office (PMO), the student takes on
• BodyANIMAT3D Exercises* the role of a new medical assistant in a 3D, immersive game
• ICD-10 Coding Exercises* focused on teaching the six key skills important to work-
∘ Utilizing scenarios developed by the authors, students ing in a medical office—professionalism, soft skills, office
can practice identifying and inputting the proper ICD- acumen, liability, medical knowledge, and privacy. Prac-
10 codes. tice Medical Office features 12 engaging and challenging
*in applicable chapters
xx
modules representing the functional areas of a medical prac- experience, with the ability to practice steps in key Proce-
tice: administrative check-in interactions, clinical interactions, dures outside a lab and “virtually” with an instructor. Along
and administrative check-out interactions. As the players with the Procedure ABAs, students will be able to practice
progress through each module, they will be faced with realis- real-life Scenario ABAs that call upon decision making
tic situations and learning events that will test their mastery of and application of medical assisting knowledge. Depending
critical job readiness skills in a fun, engaging learning expe- on the ABA, students will be graded on Objectives such as
rience. The PMO modules will be found together with the Clinical Skills, Administrative Skills, Interpersonal Skills,
Application-Based Activities described below. Communication, and more, all of which are aligned with
For a demo of Practice Medical Office, please go to http:// ABHES and CAAHEP standards in the instructor materials.
www.mhpractice.com/products/Practice_Medical_Office and Find a full list of the ABAs, as well as resources for how to
click on “Play the Demo.” An instructor’s manual for PMO, cor- incorporate in your course, in the Instructor Resources on
related to ABHES and CAAHEP standards by learning event, is Connect.
available in your Instructor Resources on Connect. On Connect, both the PMO modules and the ABAs can
For the NEW Application-Based Activities, or be found within the “Add Assignment” menu, under “MH
ABAs, the student is immersed in a brief, microsimulation Practice Activity” (title at publication).
D I G I TA L M AT E R I A L S F O R M E D I C A L A S S I S T I N G xxi
FOR INSTRUCTORS
FOR STUDENTS
No surprises.
The Connect Calendar and Reports tools keep you on track with the
work you need to get done and your assignment scores. Life gets busy;
Connect tools help you keep learning through it all.
Top: Jenner Images/Getty Images, Left: Hero Images/Getty Images, Right: Hero Images/Getty Images
xxiv
A D D I T I O N A L S U P P L E M E N TA R Y M AT E R I A L S xxv
— Tukkipoikienkin joukossa?
— Hyvin usein.
— Nimeni on Sultana.
*****
»Siitä lähtien en enää ollut entinen mies. Elämäni oli ollut tyyntä:
kuin puu, jonka ainoakaan lehti ei liikahda. Nyt oli tuuli yht'äkkiä
alkanut puhallella. Ja Bistritza muutti tykkänään näköä: näin koko
maailman eräiden kasvojen läpi. Kauneus ei kadottanut rahtuakaan
loistostaan, mutta näköni ei ollut entinen.
*****
»En voinut vastata mitään. Hän oli puhunut näistä 'ei kovin
iloisista' asioista melkein hymyillen. Tyttö, joka seisoi edessäni, ei
ollut arka eikä ujo kuten tytöt yleensä, vaan voimakassieluinen ja
onnettomuuksien karaisema. Ja kuitenkin lempeä.
*****
»Salakarit, joita kohtalo siroittelee elämän merelle, pakoittavat
ihmiset puikkelehtimaan pienissä aluksissa varovasti rantoja pitkin.
Spilca, Bistritzan tukkipoika, tunsi karit ja välitti niistä vähät. Ja
mieluummin kuin että olisi uponnut nenäänsä myöten suohon hän
heittäytyi aaltojen vietäväksi.
— Pyri muualta!
— Onneton juttu!
Huusin mustalaisille:
*****
»Niin juuri, helvettiin! Mutta elämässä käy usein niin, ettei se, mitä
ympärillämme tapahtuu, ole omiaan karkoittamaan taikauskoamme.
— Kuka on surkuteltava?
— Ovathan ne…
— Ehkäpä raskaitakin.
— Hyvin raskaita.
»He eivät sano enää mitään. Koetan niellä hiukan leipää, juoda
tilkan viiniä. Se ei tahdo mennä alas. Nousen ja lähden.
— Se on piru!
— Äiti!
— Siinä se, sanon minä, täti on kuollut! Nyt tiedän, miksi kohtasin
kaikki nuo onnettomuuden merkit tielläni!