Review for final exam

Medical Office Administration:

Medical Office Administration Review for Final Exam Chapters 17 and 18

What does EOE stand for?:

What does EOE stand for? Equal Opportunity Employer It means the employer will not discriminate based on race, color, gender, and other characteristics as determined by law

WhaT IS Family & Medical Leave Act?:

WhaT IS Family & Medical Leave Act? It’s unpaid leave for family or medical purpose Employer has to provide same or similar job upon employee’s return

Can you describe a way in which “interpersonal skills” is an important characteristic for an office manager?:

Can you describe a way in which “interpersonal skills” is an important characteristic for an office manager? An office manager needs good interpersonal skills to promote teamwork and reduce friction An office manager needs to be able to communicate well with many personality types An office manager needs to be able to customize communication based on the employee, the situation, and the level of importance…and be a leader and be decisive

What kinds of things are included in OSHA standards?:

What kinds of things are included in OSHA standards? Generally – Standards require a safe place of employment Specific they outline: Staff training, safety manuals, medical waste management, exposure control plan, personal protective equipment, immunizations, employee records when exposed, and sexual harassment laws

What kinds of questions can an office manager not ask during an interview?:

What kinds of questions can an office manager not ask during an interview? Cannot ask about race, color, gender, religion, country of origin, medical history, debts, marital status, children…

What might the employee handbook include?:

What might the employee handbook include? Work guidelines Job description and responsibilities Office routines Employment laws and employee rights

What does an office manager look for during an application screening?:

What does an office manager look for during an application screening? Spelling Handwriting quality If forms were completed according to the directions If the person appears to meet the overall qualifications for the job

What’s an invoice “discount period?”:

What’s an invoice “discount period?” A percentage discount if the invoice is paid within a certain timeframe, such as within ten days or within 30 days…

What are the major causes for dismissing an employee?:

What are the major causes for dismissing an employee? Willful disobedience Violation of company policies Business downturn

When are performance evaluations (and salary reviews) usually done?:

When are performance evaluations (and salary reviews) usually done? At the end of the initial probationary period (30 days, 90 days…) On some regular schedule after that; twice a year, yearly…

What kinds of things might be discussed during this performance evaluation?:

What kinds of things might be discussed during this performance evaluation? Salary increase (or not) Positive observations Helpful criticism Goals Problems and tentative solutions

What does A/R mean?:

What does A/R mean? Accounts Receivable It represents all money owed TO the practice

Office budget is determined by::

Office budget is determined by: Income and Expenses Previous year’s analysis Upcoming year’s projections

How is a profit and loss statement calculated?:

How is a profit and loss statement calculated? Gross earnings – expenses = net income If it’s positive, it’s a “profit” It it’s negative, it’s a “loss”

Why is it necessary for a new hire to fill out an I-9?:

Why is it necessary for a new hire to fill out an I-9? An I-9 is the Employment Eligibility Form It ensures the person is legally eligible to work

What’s the difference between a W-4 and a W-2?:

What’s the difference between a W-4 and a W-2? W-4 is the Employee Withholding Allowance Certificate; new hires fill in number of exemptions, etc., and this form is used to calculate tax withholding throughout the year W-2 is Wage and Tax Statement provided by the employer at the end of the year; it contains year-to-date earnings and taxes withheld. People use this form to complete their annual tax returns.

What is A/P?:

What is A/P? Accounts Payable It represents money owed BY the practice

How is a managed care analysis calculated?:

How is a managed care analysis calculated? Monthly capitated payment received divided by number of member visits that month = revenue per month per patient It is used to determine if ongoing managed care contract is worth it (or not)

What kind of information might be found in a patient information brochure?:

What kind of information might be found in a patient information brochure? Hours of operation Frequently called numbers (or extensions) Notice of privacy practices Billing policies Off-hours coverage and emergency procedures Return phone call policy

Can you describe a way in which “leadership” is an important characteristic for an office manager?:

Can you describe a way in which “leadership” is an important characteristic for an office manager? Decisions sometimes call for a leader to just make the decision without consulting anyone else… Each department will have its own ideas about the best approach; a leader is one who can look at the big picture and make the best decision for the practice as a whole….even if some are disatisifed with your decision

What is the office’s responsibility to an employee covered by the Americans with disabilities act?:

What is the office’s responsibility to an employee covered by the Americans with disabilities act? The office is required to make reasonable accommodation to that employee so he/she can do his/her job This may require “reasonable” office modifications or getting equipment that could help…

What might an office manager observe during an interview?:

What might an office manager observe during an interview? The employee’s appearance – clothing, hygiene, jewelry, make-up, hair Odors – too much perfume, body odor, cigarettes Body language, confidence level, eye contact, fidgeting What you say - confidence level, articulate, professional sounding. Did you listen? Did you interrupt? Did you answer the question?

Who sets health and safety standards for employees?:

Who sets health and safety standards for employees? OSHA

What is the purpose of staff meetings?:

What is the purpose of staff meetings? To instill positive staff interaction and teamwork To discuss and plan solutions to problems To offer praise and recognition Sometimes can be done as a form of continuing education WHEN should they be done? Regularly…and documented with minutes which are published

What is the primary document used As a Basis for dismissing an employee?:

What is the primary document used As a Basis for dismissing an employee? The job description

What are some ways you – the office manager – can reduce office supply expenses?:

What are some ways you – the office manager – can reduce office supply expenses? Set a budget (and stick to it!) Comparison shop (loyalty is good but having several vendors for items is more practical..) Buy in bulk (if possible/practical) Look for special discounts, free shipping…

What should you gather before getting on the phone (or on-line) to make travel arrangements?:

What should you gather before getting on the phone (or on-line) to make travel arrangements? Traveler preferences for hotel, airline, and car Method of payment should be in hand And then PRINT EVERY CONFIRMATION!!

What is an aging summary analysis?:

What is an aging summary analysis? It’s the age of accounts receivables (i.e. how old are the outstanding invoices?) Helps to determine if collection practices are effective Analysis can also be sorted by insurance company to determine rate of reimbursement from each carrier

What’s a balance sheet?:

What’s a balance sheet? It’s a periodic transaction summary Snapshot of the financial position of the practice at a moment in time

What are overhead expenses?:

What are overhead expenses? The costs of running the practice

What’s FICA?:

What’s FICA? Federal Insurance Contribution Act Also known as Social Security Pays for Medicare, Disability, and Retirement Benefit is partially paid by employers

Who pays for federal unemployment tax?:

Who pays for federal unemployment tax? The employer

What are some creative ways office managers allow flexibility within the work schedule to increase productivity?:

What are some creative ways office managers allow flexibility within the work schedule to increase productivity? By hiring part-time people By offering flex-time schedules By cross-training so many can do the same job (and stay interested!)

Can you describe a way in which “organization” is an important characteristic for an office manager?:

Can you describe a way in which “organization” is an important characteristic for an office manager? An office manager must manage time wisely to ensure the office runs smooth Including anticipating staffing coverage, timeliness of billing and budget reports, timeliness of employee interactions such as performance evaluations and training, monthly/quarterly/annual events and reports must be anticipated… An office manager must maintain organized records and documentation, sometimes for legal purposes

What might the “Employee notebook of hints” reveal to the office manager?:

What might the “Employee notebook of hints” reveal to the office manager? If several new-employee notebooks are evaluated, they could show common information. The office manager may elect to publish these notebook items in the employee handbook in the future

How could you – the office manager – encourage continuing education for your employees?:

How could you – the office manager – encourage continuing education for your employees? Offer to pay for it! Arrange it! Provide space and solicit relevant workshops to be held at work during convenient times… Provide some other incentives for documented continuing education; performance reviews/salary increases/extra vacation day

Who pays for federal unemployment tax?:

Who pays for federal unemployment tax? The employer

Besides employee relations, what other duties does the office manager have?:

Besides employee relations, what other duties does the office manager have? Maintenance of equipment Inventory and supplies; shopping for deals Making travel arrangements Credentialing employees and encouraging continuing education Tracking the budget Working as a liaison between vendors, providers, patients, employees, departments and upper management..

Is it a good idea for an office manager to “delegate?”:

Is it a good idea for an office manager to “delegate?” Yes! Why? It’s impossible to do everything yourself so don’t try It’s reasonable to let others do some problem-solving with your guidance; you may have to provide some parameters You will discover who the “leaders” are and who are not leaders…good info for promotions and staff development

What does the office manager observe during a telephone interview?:

What does the office manager observe during a telephone interview? Professionalism Personality [what kind of message might the office manager hear?] Phone skills

Information located in the employee file includes::

Information located in the employee file includes: Social security number Application Resume Signed confidentiality agreement Signed job description Signed office policies Certificates of training Immunization records Payroll forms

If office manager has to dismiss an employee, what should be documented?:

If office manager has to dismiss an employee, what should be documented? Specific incidences where behavior did not match the job description or company policies Warnings, discussions~ how the employee was notified, monitored Improvement attempts Document especially how the employee was given plenty of opportunity and time to correct behavior but did not…

What’s an EIN?:

What’s an EIN? Employer Identification Number It’s a number provided by the IRS and is required by a physician or practice that employs people

What are some things that are pre-tax deductions?:

What are some things that are pre-tax deductions? IRA’s Some health accounts