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reviewing and studying


a person who pleads for a cause or propounds an idea


pleseant and at ease in talking to others; characterized by ease and friendless.


a list or outline of things to be considered or done.


subordinate; auxilliary.


an expert judgment of the value or merit of; judgment as to quality.


completely obvious, conspicuous, or obtrustive, espically in a crass or offenstive manner; brazen.


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


sticking or holding together; unified


slighting; having a negative or degarding tone.


the fraudulent appropriation of funds or property entrusted to your care but actually owned by someone else (stealing)


external; not essential or inherent; extraneous; OP. intrinsic


incapable of being pentrated or pierced; not capable of being damaged or harmed.


things that incite or spur to action; rewards or reasons for performing a task


a close bond or connection


trusted counselors or guides


marked by extreme care in treatment of details


To manage with great or excessive control or attention to details


the process of inciting a person to some action or behavior


Criticisms for a fault; severe or formal reproofs


the act of keeping in your possession or use; keeping in one's pay or service


submissive to or controlled by authority; placed in or occupying a lower class, rank, or position.


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


Continuing Education Units - Required to maintain a medical assistant's certification and assist in staying abreast of the changes in the health care field


American Association of Medical Assistants for certification as well as student membership


Health Insurance Portability and Accountability Act of 1996 is required to do training for Orientation and Training in the office.


Occupational Safety & Health Administration training must be provided to employees at risk for exposure before they begin any duties.


a course introducing a new situation or environment in office.

Office Manager

Person who organizes and oversees the daily operations of the office staff.


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

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
-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

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