Administrative Medical Assistant Career Guide

1. Unit 1 Professional and Career Responsibilities

2. Chapter 1 A Career As an Administrative Medical Assistant

3. Objectives • Review the learning and performance objectives for this chapter • By the end of this chapter, demonstrate the procedures in the textbook and the job skills in the workbook

4. The Heart of the Health Care Professional • Motto: “Think with empathy, act through service.”

5. Administrative Medical Assisting • Stimulate your mind • Motivate your curiosity • Energize your work ethic • Enliven your spirit

6. Customer-Service Oriented Practice • Serving the needs of patients is the reason for going into this profession • Satisfied patients = Provider’s success

7. Employment Opportunities • Medical offices • Hospitals • Research institutes • Insurance companies • Laboratories • Pharmaceutical companies

8. Employment Opportunities • Administrative Medical Assistant • Front office duties • Appointments • Receptionist

9. Employment Opportunities • Clinical Medical Assistant • Back office duties • Direct patient care • Performing procedures

10. Career Advantages • Work is available anywhere in the world where medicine is practiced • Training may be combined with education, resulting in certification and a college degree

11. Career Advantages • Part-time, flextime, and full-time employment is available, depending on the needs of a particular medical office

12. Job Responsibilities • See job description for a complete listing of job responsibilities • (Figure 1-3)

13. Understanding Emotional and Psychological Problems • Aggressive versus assertive behavior • Aggressive = pushy and overbearing • Assertive = professional confidence • Grieving or distressed patients • Honesty • Concern • Support

14. Understanding Emotional and Psychological Problems • Death and Dying – Stages • Denial • Anger • Bargaining • Depression • Acceptance

15. Understanding Emotional and Psychological Problems • Hospice • Hospice Foundation of America • Medical care and support for patients and families dealing with a terminal illness • Quality of life • Dignity of the dying patient

16. Understanding Emotional and Psychological Problems • Stress • Physical, psychological, and emotional reactions to circumstances • Work circumstances • Personal circumstances

17. Understanding Emotional and Psychological Problems • Coping with stress • Be aware of what causes it • Evaluate the situation • Confront the problem • Cultivate healthy relationships • Take regular breaks

18. Understanding Emotional and Psychological Problems • Manage stress in the workplace • Practice skills • Organize and prioritize • Be realistic • Practice relaxation techniques

19. Understanding Emotional and Psychological Problems • Manage stress in the workplace • Exercise your sense of humor • Do not overreact • Creative problem solving

20. Understanding Emotional and Psychological Problems • Manage stress in the workplace • Rely on a support system • Think positive • Monitor your health • Seek professional help if necessary

21. Understanding Emotional and Psychological Problems • Burnout • Caused by too much OR too little stress • Occurs most often in “helping” professions • Avoiding burnout • Vary assignments and routines • Have a voice in the decision-making process

22. Professionalism • Image • Grooming • Clothing • Attitude • Confidence • Diplomacy

23. Professionalism • Health and physical fitness • Credentialing

24. Professionalism • Health and physical fitness • Exercise diminishes stress • Credentialing – See Table 1-1 • Licensure • Accreditation • Certification • Registration

25. Keeping Current • Professional publications • Network with peers • Professional organizations • Educational seminars • Internet research • Continuing education • Continuing education units

26. Stop and Think Case Scenarios • Review scenario “Listen and Observe” • What would you think and say to her? • Review scenario “Positive Attitude” • Think about each statement and tell how you would respond, considering whether his statement(s) and your response(s) are positive, negative, or neutral.

27. Scenario p.23 • Listen and Observe • Scenario- A patient who is usually cheerful comes into the office and sits in the corner not talking to anyone. She is wearing a grumpy look and her posture is one of dejection. • What do you think and say to her?

28. Scenario #2 p.23 • Positive Attitude • Scenario; A patient arrives and you ask him how he is. He responds, “Well, I don’t know until I find out my test results.” He also says, “ The numbers probably haven’t changed and I’ll have to continue taking all of these pills.” • Think about these statements, tell how you would respond, considering whether his statement(s) and your responses are positive, negative , or neutral.

29. Stop and Think Case Scenarios • Review the scenario “Patient Education” • How can you tactfully educate Mary Lou’s mother about her daughter’s reactions? • How would you inform the mother and Mary Lou about what the physician will be doing?

30. Stop and Think Case Scenarios • Review the scenario “Aggressive Versus Assertive Response” • Try to reword what you would say to the patient so that it is assertive instead of aggressive