Certificate of Medical Reception and Office Administration

Unit 1 – Patient record-keeping systems

• Patient record-keeping systems
• Policies and procedures
• Legislative requirements
• Record keeping processes
• Communication to personnel
• System operations
• Roles and responsibilities
• Job descriptions
• Induction training
• Operation of patient records system
• Maintain patient records
• Medical coding
• Staff training
• System efficiency
• Integrity of patient records
• Security of patient records
• Confidentiality of patient records
• Transferring records authorisation
• Archiving records
• Improve patient records system
• Monitor and review
• Identify improvements
• Implement approved recommendations
• Deliver staff training

Unit 2 – Prepare and process medical accounts

• Identify patient fee schedule for different services
• Advising patients of fee schedule
• Medical benefits scheme (MBS)
• Australian Medical Association (AMA)
• MBS and AMA item numbers
• Advise patients of entitlements and rebates
• Medicare benefits
• Medicare card
• Medicare forms
• Medicare rebates and safety net
• Bulk billing
• Reciprocal health care agreements
• Services not covered by medicare
• Other entitlement programs
• Legislation
• Communication skills
• Schedule medical appointments
• Health and safety legislation
• Procedures and policies
• Scheduling and changing appointments
• Check referrals to ensure validity
• Follow correct procedures
• Referral procedures and validity
• Filing referral letters
• Billing policies and procedures
• Patient information and confidentiality
• Issuing and payment of accounts
• Private accounts
• Procedures not eligible for Medicare rebate
• Electronically generated accounts
• Account and billing documentation
• Department of Veterans affairs (DVA)
• DVA manual and electronic claiming
• Workers compensation
• Motor vehicle accident claims (CTP)
• Process accounts
• Receive and document payments
• Issuing receipts
• Cash payments
• Receipting methods
• Combined account/receipt
• Reconciling medicare payments
• Discrepancies and overdue/unpaid accounts
• Storing financial records

Unit 3 – Medical terminology

• Using medical terminology
• Written or verbal instructions
• Strategies for tackling new words
• Pronunciation
• Collating materials
• Building blocks of medical words
• Basic word parts
• Word construction
• Eponyms
• Special words and phrases
• Major systems of the human body
• Illnesses, injuries, diseases and medical conditions
• Medical investigations and procedures
• Medical equipment and instruments
• Medications
• Medical specialties and medical practitioners
• Department/sections in a hospital
• Recording systems/checklists
• Interpret abbreviations
• Common medical abbreviations
• Doctors (MD and GP)
• Metric system
• Policies and procedures
• Procedural expectations
• Seeking clarification
• Using a medical dictionary
• Using medical terminology correctly
• Ordering and receiving goods
• Invoicing and quotes
• Types of surgery
• Terminology relating to surgery/surgical processes
• Pronouncing medical terminology correctly
• Communication and documentation
• Completing forms
• Drug names
• References to surgical procedures
• Verify written communication
• Major specialised areas of medicant
• Major systems of human body

Unit 4 – Maintain patient records

• Privacy legislation
• Record maintenance responsibilities
• Roles and responsibilities
• Induction and training
• Policies and procedures
• Performance reviews
• Documented procedures record-keeping
• Accessing documented procedures
• Unclear procedures
• Access patient records
• Facilitate patient visit
• Confirm /Check patient details
• Create new patient records
• Health and safety legislation
• Communication details
• Check records following patient visit
• Store patient records
• Filing systems
• Colour coding
• Chronological filing
• Maintain records
• Checks on patient files
• File movement register
• Archiving patient files
• Disposal schedule
• Archiving digital records
• Transfer patient files
• Monitor and review role
• Review own role
• Identify improvements
• Continuous improvement cycle

Unit 5 – Confidentiality, privacy and security in a medical environment

• Accepted codes of conduct
• Work approved by health practitioner
• Legislation
• Policies and procedures
• Medical terminology
• Complete tasks in a timely manner
• Clarify unclear procedures
• Treat patients and colleagues with respect
• Act with honesty and integrity
• Conflict of interests
• Confidentiality and privacy procedures
• Discretion for all communication
• Privacy legislation
• Australian privacy principles (APPs)
• Preparing patient records
• Dealing with family/ friends
• Power of attorney
• Report infectious diseases
• Security procedures
• Secure patient records
• Clearly label and store securely
• Record formats
• Storage and security
• Drugs and equipment storage
• Health and safety

Unit 6 – Provide reception services for a practice

• Staff and client communication
• Process mail
• Telephone etiquette
• Quality customer service
• Client appointment bookings
• Services and fee-structure
• Communication flow
• Office administration tasks
• Information and records systems
• Integrity and accuracy of information
• Knowledge of the practice
• Policies and procedures
• Code of conduct
• Preparing business documents
• Updating client records
• Routine financial activities
• Cash control
• Receipts
• Stock levels / stockpiling
• Ordering supplies
• Waste management
• Process and issue accounts
• Receipts
• Billing policies and procedures
• Bulk Billing
• Medicare cards
• Electronic accounts
• Paying accounts
• Routine financial documents
• Bookkeeping
• Cash entries
• Health care assistance
• Using medical terminology
• Written communication
• Abbreviations
• Surgery terminology
• Drug names
• Seek clarification
• Routine tasks
• Process referrals
• Referral charges
• Patient interactions
• Working effectively
• Work schedules / activity logs
• Team goals
• Mission and values statements
• To do lists
• Employer and employee rights
• Contracts of employment
• Anti-discrimination legislation
• Health and safety legislation
• Fair work act 2009 (Cth)
• National employment standards
• Regular staff meetings
• Cost of meetings
• Performance plans
• KPI’s
• Workplace diversity
• Respect organisation culture
• Abilities and boundaries
• Feedback
• Team goals
• Supporting your team
• Accepting help
• Promote cooperation
• Building productive relationships