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56 terms

Chapter 25 Medical Practice Management and Human Resources

reviewing and studying
STUDY
PLAY
Advocate
a person who pleads for a cause or propounds an idea
affable
pleseant and at ease in talking to others; characterized by ease and friendless.
agenda
a list or outline of things to be considered or done.
ancillary
subordinate; auxilliary.
appraisal
an expert judgment of the value or merit of; judgment as to quality.
blatant
completely obvious, conspicuous, or obtrustive, espically in a crass or offenstive manner; brazen.
burnout
exhaustion of physical or emotional strength or motivation, usually as resutlt of prolonged stress or frustration.
chain of command
a series of executive positions in order of authority
cohesive
sticking or holding together; unified
disparaging
slighting; having a negative or degarding tone.
embezzlement
the fraudulent appropriation of funds or property entrusted to your care but actually owned by someone else (stealing)
extrinsic
external; not essential or inherent; extraneous; OP. intrinsic
impentrable
incapable of being pentrated or pierced; not capable of being damaged or harmed.
incentives
things that incite or spur to action; rewards or reasons for performing a task
liaison
a close bond or connection
mentors
trusted counselors or guides
meticulous
marked by extreme care in treatment of details
micromanage
To manage with great or excessive control or attention to details
motivation
the process of inciting a person to some action or behavior
reprimands
Criticisms for a fault; severe or formal reproofs
retention
the act of keeping in your possession or use; keeping in one's pay or service
subordinate
submissive to or controlled by authority; placed in or occupying a lower class, rank, or position.
targeted
Directed or used toward a target; directed toward a specific desire or position.
theory x
assumes that workers are basically lazy, error-prone, and extrinsically motivated by money and, thus, should be directed from above.
theory y
assumes that, given challenge and freedom, workers are motivated to achieve self-esteem and to demonstrate their competence and creativity.
theory z
a management philosophy that stresses employee participation in all aspects of company decision making
CEUs
Continuing Education Units - Required to maintain a medical assistant's certification and assist in staying abreast of the changes in the health care field
AAMA
American Association of Medical Assistants for certification as well as student membership
HIPAA
Health Insurance Portability and Accountability Act of 1996 is required to do training for Orientation and Training in the office.
OSHA
Occupational Safety & Health Administration training must be provided to employees at risk for exposure before they begin any duties.
Orientation
a course introducing a new situation or environment in office.
Office Manager
Person who organizes and oversees the daily operations of the office staff.
Interview
a conference (usually with someone important) to see about a position in a medical or professional office.
Follow-up Activites
Rating the applicant while the interview is fresh in the memory a few moments the interview is over.
Personal Interview
A face-to-face conversation in which a researcher surveys an individual to obtain research
data
Reviewing Resumes and Applications
office manager reviews the documentation after several have been submitted and should divide them into three stacks.
Power of Influence
Social Psychologists have discovered, through rigorous empirical research, that individual behavior is powerfully influenced by social environment
Masolow's Hierachy of Needs
first discussed in the chapter on communicaitons, also can applied to management.
Frederick Herzberg
Created Theory of Motivation-Hygiene/Two Factor Theory of Job Satisfaction: Noted that there is a difference between just being satisfied and being motivated
Types of Leaders
instrumental leaders- move a group toward a goal by suggesting paths of action
expressive leaders- help preserve good relations among group members by mediating conflict
Qualities of a Manager
Administers, is a copy, maintains, focuses on systems and structure, relies on control, short range view, asks how and when, has eye on the bottom line, imitates, accepts the status quo.
Duties of a Manager
-Placing the right person on the right job
-orientation
-Training employees for jobs that are new to them
-improving job performance of ea. person
-Gaining cooperation an developing smooth working relationships
Styles of Management
Collaborating, Accommodating, Compromising, Avoiding, Competing
Power of Motivation
is: a challenge, money, praise, satisfaction, freedom, fear, family, inseurity, compentition, fullfillment, interegrity, honor, reputation, responsibility, prestige, needs, and love.
Abuse of Power
the misuse of authority for harmful, unethical, or illegal ends.
Problem Patients
* Patients who are described by nurses as being manipulative, dependent, demanding
* implies the patients behavior should change for the sake of the helper rather than their own benefit
* More productive to view patient as causing problems for nurse, which she must handle therapeutically
Problem Employees
employee who may be tardy, talk negative, and have low morale.
Job Descriptions
written statements listing the requirements of a particular job and the skills needed to fulfill those requirements.
Peer Evaluations
Involves other staff members and their input with regard to a co- worker's performance.
Poor Evaluations
are evaluations that are not positive and is when a employee has not performed as expected.
Terminating Employees
1. First give employee chance to change behavior
2. If problem continues, point out points to be improved
3. Employees should be fired only with good reason
Salariers and Raises
they should be fair if they are given to people who will, have there longer, good attitudes. Also give to employee who is promoted should be given one too.
Staff meetings
brainstorming new ideas, disseminat information, undate office manuals, policys
Patient Information Folder
should be an introduction to the practice. should be mailed to a new patient before first visit. have receptionist write patient's name on the folder, then give to patient after he or she registers for the first appointment and suggest the patient keep it for reference.
Financial Policy Folder
covers the policies of the office and tailor the policy folder to the specfic practice.
Patient Instruction Sheet
preparation for x-ray or laboratory test, preoperative and postoperative instructions, diet sheets, perfoming an enema, dressing a wound, taking medications, using a cane, crutches, walker, or wheelchair, care for casts and exerise therapy