Following Procedures

Medical administrative work requires following a set of procedures. Some procedures involve administrative duties, such as entering data, updating patients’ records, and billing insurance companies. Other procedures are done to comply with government regulations, such as keeping computer files secure from unauthorized viewing. In most offices, policy and procedure manuals are available that describe how to perform major duties.

For most procedures, medical assistants work in teams with both licensed medical professionals and other administrative staff members. Providers include physicians and nurses as well as physician assistants (PAs), nurse-practitioners (NPs), clinical social workers, physical therapists, occupational therapists, audiologists, and clinical psychologists. Administrative staff may be headed by an office manager, practice manager, or practice administrator to whom medical assistants, patient services representatives or receptionists, and billing, insurance, and collections specialists report. 

Communicating with Physicians and Patients  

Communication skills are as important as knowing about specific forms and regulations. Using a pleasant tone, a friendly attitude, and a helpful manner when gathering information increases patient satisfaction. Having interpersonal skills enhances the billing and reimbursement process by establishing professional, courteous relationships with people of different backgrounds and communication styles. Patients may need help with their questions about insurance reimbursement and the health care claim process. Patients also need assistance when problems with payments arise. Effective communicators have the skill of empathy; their actions convey that they understand the feelings of others.

Equally important are effective communications with physicians, other professional staff members, and all members of the administrative team. Conversations must be brief and to the point, showing that the speaker values the provider’s time. People are more likely to listen when the speaker is smiling and has an interested expression, so speakers should be aware of their facial expressions and should maintain moderate eye contact. In addition, good listening skills are important.