Chapter 23 Business and Accounting Skills 2009 Delmar

23: 1 A 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 (continues) © 2009 Delmar, Cengage Learning

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 (continues) © 2009 Delmar, Cengage Learning

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

23: 1 B Using the Alphabetical or Numerical System • Main rules for alphabetical

23: 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 (continues) © 2009 Delmar, Cengage Learning

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 (continues) © 2009 Delmar, Cengage Learning

Using the Telephone (continued) • Use discretion at all times while using the telephone • Before ending a call repeat important information to caller • Always close a conversation with “Thank you for calling, good-bye” • Memorandums • Problem calls occur in all agencies (continues) © 2009 Delmar, Cengage Learning

Using the Telephone (continued) • Inform patient if there will be a slight delay or if they are being put on hold • Correct telephone techniques require practice and experience (continues) © 2009 Delmar, Cengage Learning

Using the Telephone (continued) • Automatic routing telephone system (ARU) • Answering services and machines • Paging systems • Cellular telephones • Electronic mail • Fax (facsimile) machines © 2009 Delmar, Cengage Learning

23: 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 (continues) © 2009 Delmar, Cengage Learning

Scheduling Appointments (continued) • Learn length of time taken for various procedures in your agency • 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 (continues) © 2009 Delmar, Cengage Learning

Scheduling Appointments (continued) • Make sure you have all 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 (continues) © 2009 Delmar, Cengage Learning

Scheduling Appointments (continued) • Chronic problems of scheduling occur in every agency • Emergencies occur in every agency • Scheduling of appointments by computer • Scheduling appointments correctly takes practice with the system • Documenting missed appointments provides legal protection © 2009 Delmar, Cengage Learning

23: 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 (continues) © 2009 Delmar, Cengage Learning

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 other authorized person will do all parts of the medical history (continues) © 2009 Delmar, Cengage Learning

Completing Medical Records and Forms (continued) • Patient must have privacy while being questioned • Legal requirements must be observed while working with medical records • HIPAA requirements • An awareness of cultural and religious diversity of patient is essential (continues) © 2009 Delmar, Cengage Learning

Completing Medical Records and Forms (continued) • 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 © 2009 Delmar, Cengage Learning

23: 5 Composing Business Letters • • • Collection letter Appointment letter Recall letter

Parts of a Letter • • • Heading/letterhead Inside address Salutation Subject line Body

Parts of a Letter (continued) • • Complimentary close Signature Reference initials Enclosure notation

Proper Form for 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 © 2009 Delmar, Cengage Learning

Spacing for Letters • • Letterhead Heading Date Inside address Salutation Subject line Body

Spacing for Letters (continued) • • • Complimentary close Signature Reference initials Enclosure notation

Summary • Proofread all letters before obtaining signature of sender • Correct all spelling

23: 6 Completing Insurance 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 (continues) © 2009 Delmar, Cengage Learning

Completing Insurance Forms (continued) • To file insurance claim • HIPAA requirements • All-purpose form used by many agencies—CMS-1500 • General principles for completing insurance forms • Computer programming available for insurance forms © 2009 Delmar, Cengage Learning

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 © 2009 Delmar, Cengage Learning

23: 7 Maintaining a Bookkeeping System • • • Pegboard system Day sheet or daily journal Statement-receipt record Charge slips Ledger cards Explanation of Benefits (EOB) form (continues) © 2009 Delmar, Cengage Learning

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 © 2009 Delmar, Cengage Learning

23: 8 Writing Checks, Deposit Slips, and Receipts • Checks: – Provide a written request for transaction of money through a bank – Used instead of cash • Terms: – Payee – Originator – Endorsement (continues) © 2009 Delmar, Cengage Learning

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 • Receipt is used as a record of goods or money received (continues) © 2009 Delmar, Cengage Learning

Writing Checks, Deposit Slips, and Receipts (continued) • Deposit slips are financial records for cash or checks received • All monies should be deposited preferably on a daily basis • Most agencies keep a copy of each (continues) deposit slip © 2009 Delmar, Cengage Learning