Medical Office Training Manual

Calladae OB/GYN

Employee Training Manual

K. McClary - Instructor

August 8, 2006

Ieshia Alexander

Le'nci Battle

Caylen Gaither

Alyssa Hall

Danielle Sheppard

Table of Contents

Office Hours and Staff 1

Job Delegations 2

Telephone Procedures 4

Routing Chart 5

Fax Machine Use 6

Appointment Scheduling 7

Triage 9

In Office Patient Emergency Situations 11

In Office Emergencies 12

Disposal of Waste Products 14

Office Hours and Staff

Calladae OB/GYN

401 Sanford Drive (404) 555-4400 Phone

Atlanta, GA 30086 (404) 555-6000 Fax

Office Hours:

Monday - Thursday 8:00 A.M. till 5:00 P.M.

Friday 8:00A.M. - 12:00 P.M.

Saturday and Sunday - Closed

We are also closed on all Federal Holidays.

Physicians

John Calladae MD, Lead Preceptor Yvette Margo MD

Pager (404) 555-1863 Pager (404) 555-8940

Lisa Powell MD Brian Gann MD

Pager (404) 555-3838 Pager (404) 555- 4616

Nurse Practitioner

Nancy Holloway, NP, RN.

Pager (404) 555-2546

1

Job Delegations

Nurse Practitioner

Our nurse practitioner is able to delegate a lot of the physicians' responsibilities as well as the medical assistants' responsibilities. The NP is able to do routine examinations, as well as diagnose common diseases. He or she may also at times be required to perform minor surgical procedures (wart or mole removal, and sutures and their removal.) A NP has the authority to order labs, and discuss the results of them with the patient. He or she is also permitted to prescribe medication and counsel patients.

Medical Assistants

Office Proceedings - Our Medical Assistants have multiple responsibilities. The setting up and cleaning of all exam rooms will be the responsibility of the MA. They are also to clean, disinfect, and sterilize all instruments. Ordering and stocking supplies is also delegated among the Medical Assistants.

Patient Interaction - Our Medical Assistants are the first of our employees to greet our patients in the back office. They will lead and/or assist the patient to the vitals' area. Once there, they will take a brief history, check vitals, obtain urine samples, and walk the patient to the exam room. It is our office policies that cover up sheets for the patients are to be placed on the exam table, in the patient's view.

Assisting Physicians and Nurse Practitioners - The Medical Assistant(s) will assist the physician(s) and/or Nurse Practitioner(s) in all examinations. This will include prepping the exam room for the procedure(s) and discussing the given orders with the patient(s). We allow our Medical Assistants to advise our patients on preventive measures, disease information, and healthy lifestyle habits (dieting and exercise). An MA is also permitted to discuss normal lab results with the patient. No MA however, is permitted by law to diagnose any condition or prescribe any medication.

Receptionist

Our receptionist will answer the incoming calls, schedule appointments and check patients in and out of our office. They will be responsible for directing patients' questions and/or concerns to the appropriate personnel. They may also be required to pull and file patients' charts.

Billing/Insurance Specialist

2 This specialist is held responsible for filing insurance claims. As well as receiving patient calls with questions regarding their billing statements and/or insurance claims. They will handle all billing disputes and they will bill patients for their visit(s). They are responsible for setting up payment options and plans and for collecting payments from patients.

Surgery Coordinator

Our Surgery Coordinator will work with our physicians, and affiliating hospital to schedule surgeries. They will also have to work with the receptionist(s) for scheduling surgical times and with our insurance specialist for insurance coverage and claims. Our Surgery Coordinator will take care of all our patients' insurance issues prior to surgery to make the stress of the financial issues less for our patient before entering surgery. He or she will speak directly to the patient about his or her scheduled surgery and pre-op instructions.

Office Manager

Our office manager is responsible for all non physician scheduling. He or she will also handle administrative conflicts and patient complaints. He or she is also our liaison with Technical Support Teams. Their responsibilities also include ordering non medical office supplies and entering or calling in the payroll. He or she is the general overhead of all administrative office procedures.