unit 22 business and accounting skills. copyright © 2004 by thomson delmar learning. all rights...

Unit 22 Business and Accounting Skills

Copyright © 2004 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 2

22:1 Filing Records

Filing is the systematic or orderly arrangement of papers, cards, or other materials so they are readily available for future reference

Material can be located quickly when needed


Filing Records (continued)

Records are stored safely and protected as legal records

Various systems for filing in use Important to become thoroughly familiar

with agency’s method and follow all instructions carefully


Filing Records (continued)

Types of Filing Systems– Alphabetical– Numerical– Geographic– Subject


Filing Records(continued)

Cross-indexes or cross-references Color-coded filing systems File storage Main rules for alphabetical filing Basic principles for alphabetical filing Main rules of numerical filing Basic principles for numerical filing


22:2 Using the Telephone

Correct use of telephone depends on use of many skills

Developing the correct tone of voice is essential

Answer the telephone promptly Identify the office or agency and yourself Screening calls


Using the Telephone (continued)

In order to screen calls, first find out the name of the caller

Determine the purpose of the call Emergency calls must be evaluated Telephone triage can also be used to

determine how quickly a patient should be scheduled for an appointment



Use discretion at all times while using the telephone

Always close a conversation with “Thank you for calling, good-bye”

Memorandums Problem calls occur in all agencies



Inform patient if there will be a slight delay or if they are being put on hold

Correct telephone techniques require practice and experience



Automatic routing telephone system (ARU) Answering services and machines Paging systems Cellular telephones Electronic mail Fax (facsimile) machines


22:3 Scheduling Appointments

Correct scheduling of appointments is essential for good public relations

Appointment books or logs Schedule only times available on

the schedule Most agencies use a pencil to

record appointments


Scheduling Appointments (continued)

Learn how long various procedures in your agency take

Schedule appointments as close together as possible, but not so close that patients feel rushed or are required to wait for long periods in the waiting room

Questions to ask while scheduling an appointment



Make sure you have all the required information

Repeat date, day, and exact time of appointment to patient

Mark correct amount of time in appointment book

Be polite if patient calls to cancel appointment



Chronic problems of scheduling occur in every agency

Emergencies occur in every agency Scheduling of appointments by computer Scheduling appointments correctly

takes practice Basic principles for

scheduling appointments


22:4 Completing Medical Records and Forms

Wide variety of medical records kept in every health agency

Two common forms are statistical data sheets/cards and medical history records

All records are confidential Statistical data sheets Medical history records


Completing Medical Records and Forms (continued)

In most agencies, assistants will complete only statistical data information, and/or family history, past history, and personal history sections

Physician or another authorized person will do all other parts of the medical history



Patient must have privacy while being questioned

Legal requirements must be observed while working with medical records

An awareness of cultural diversity is essential when information is obtained



Final record is usually typed for patient’s permanent record or keyed into a computer program and printed

Common abbreviations used in records and forms

Basic principles for completing medical records and forms


22:5 ComposingBusiness Letters

Collection letter Assignment letter Recall letter Consultation letter Inquiry letter


Composing Business Letters (continued)

Proofread all letters Standard form letters State abbreviations


Parts of a Letter

Letterhead Heading Inside address Salutation Subject line Body


Parts of a Letter(continued)

Complimentary close Signature Reference initials


Typing or Keying Letters

Must be neat and professional Spelling and punctuation must be correct Form or style for letters varies Block-style letter Modified-block style letter


Spacing for Letters

Letterhead Heading Inside address Salutation Subject line Body


Spacing for Letters(continued)

Complimentary close Signature Reference initials Margins


22:6 CompletingInsurance Forms

Many patients rely on insurance companies to pay health care expenses, so forms must be completed correctly to receive prompt payment

Information regarding patient’s insurance coverage is essential


Completing Insurance Forms (continued)

To file insurance claim All-purpose form now in use by

many agencies General principles for completing

insurance forms Computer programming for

insurance forms


Codes on Insurance Forms

Diagnosis code Procedure/services code Use of an incorrect code can lead to

rejection and/or delayed payment of a claim

Two major sources for numerical codes– International Classification of Diseases– Physician’s Current Procedural Terminology


22:7 Maintaining a Bookkeeping System

Pegboard system Day sheet or daily journal Statement-receipt record Charge slips Ledger cards


Maintaining a Bookkeeping System (continued)

Basic system for using pegboard system System can also be used to record

payments received Daily totals obtained at the end of the day Series of copies is made at one time Computerized bookkeeping systems


22:8 Writing Checks, Deposit Slips, and Receipts

Checks– Written orders for payment of money through

a bank– Used to replace cash– Provide a record of financial transaction– Terms associated with checks

Rules for writing checks


Writing Checks, Deposit Slips, and Receipts (continued)

Basic principles for writing checks Review checks carefully when received

from patient Take steps to prevent loss of checks



Used to maintain accurate financial records

All monies received should be deposited as soon as possible

Most agencies keep a copy of each deposit slip

Deposit slips must be accurate



All math should be double-checked Terms used on deposit slips Basic principles for completing

deposit slips Receipts

unit 22 business and accounting skills. copyright © 2004 by thomson delmar learning. all rights...

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telephone promptlyidentify

filing recordsfiling

telephone continuedin

times available

callemergency calls

numerical filingcopyright

patientmark correct