Medical Office Assistant - The Comprehensive Guide
DEAN STRATTON
This audiobook is narrated by a digital voice.
Step into the role with confidence. This guide turns daily chaos—phones ringing, provider schedules shifting, payer portals timing out—into a smooth, measurable system. Built for new and seasoned medical office managers, it blends clear explanations with ready-to-use SOPs, checklists, scripts, and KPI formulas so you can elevate patient experience, protect compliance, and grow revenue—without burnout.
• End-to-end operations: intake to discharge, with flowcharts for scheduling, triage, referrals, and authorizations.
• Compliance made practical: HIPAA/OSHA primers, staff scripts, risk logs, and audit-ready documentation tips.
• Revenue cycle toolkit: clean-claim checklists, denial trees, EOB deciphering, days-in-A/R tracking, and payer-mix analysis.
• People & performance: role charters, hiring scorecards, onboarding plans, 1:1 templates, coaching and corrective-action scripts.
• Front desk mastery: no-show reduction experiments, call-handling scripts, access metrics, and service-recovery loops.
Imagine Monday at 8:00 AM: double-booked slots, a walk-in injury, and a rejected eligibility ping. You’ll open the surge protocol, reroute phones, triage with a standing order, and document a same-day reconciliation—all with templates from this book. Whether you manage a solo practice or a multi-site clinic, these pages help you lead with clarity, numbers, and calm.
Duration - 6h 14m.
Author - DEAN STRATTON.
Narrator - Digital Voice Madison G.
Published Date - Wednesday, 22 January 2025.
Copyright - © 2025 VIRUTI SATYAN SHIVAN ©.
Location:
United States
Networks:
DEAN STRATTON
Digital Voice Madison G
Viruti Satyan Shivan
English Audiobooks
Findaway Audiobooks
Description:
This audiobook is narrated by a digital voice. Step into the role with confidence. This guide turns daily chaos—phones ringing, provider schedules shifting, payer portals timing out—into a smooth, measurable system. Built for new and seasoned medical office managers, it blends clear explanations with ready-to-use SOPs, checklists, scripts, and KPI formulas so you can elevate patient experience, protect compliance, and grow revenue—without burnout. • End-to-end operations: intake to discharge, with flowcharts for scheduling, triage, referrals, and authorizations. • Compliance made practical: HIPAA/OSHA primers, staff scripts, risk logs, and audit-ready documentation tips. • Revenue cycle toolkit: clean-claim checklists, denial trees, EOB deciphering, days-in-A/R tracking, and payer-mix analysis. • People & performance: role charters, hiring scorecards, onboarding plans, 1:1 templates, coaching and corrective-action scripts. • Front desk mastery: no-show reduction experiments, call-handling scripts, access metrics, and service-recovery loops. Imagine Monday at 8:00 AM: double-booked slots, a walk-in injury, and a rejected eligibility ping. You’ll open the surge protocol, reroute phones, triage with a standing order, and document a same-day reconciliation—all with templates from this book. Whether you manage a solo practice or a multi-site clinic, these pages help you lead with clarity, numbers, and calm. Duration - 6h 14m. Author - DEAN STRATTON. Narrator - Digital Voice Madison G. Published Date - Wednesday, 22 January 2025. Copyright - © 2025 VIRUTI SATYAN SHIVAN ©.
Language:
English
Introduction: Stepping Into the Role of a Medical Office Manager
Duration:00:06:42
1.1 Defining the Role, Scope, and Core Competencies
Duration:00:07:54
1.2 Clinic Models (Primary Care, Specialty, Multi-Site) and Their Demands
Duration:00:08:39
1.3 A Monday Scenario: Triage, Double-Bookings, and Same-Day Fixes
Duration:00:07:40
1.4 Exercise: 10 MCQs with Answers at the End
Duration:00:05:19
2.1 Appointment Types, Templates, and Slot Optimization
Duration:00:08:43
2.2 Capacity Math: No-Show Rates, Overbooking, and Lead-Time Targets
Duration:00:11:25
2.3 Referral, Authorization, and Eligibility Touchpoints
Duration:00:12:10
2.4 Exercise: 10 MCQs with Answers at the End
Duration:00:04:53
3.1 Check-In/Check-Out, Financial Policy Scripts, and ID Verification
Duration:00:10:42
3.2 Phone, Portal, and Chat Etiquette with Escalation Paths
Duration:00:10:46
3.3 Service Recovery: De-Escalation, Apologies, and Win-Backs
Duration:00:10:12
3.4 Exercise: 10 MCQs with Answers at the End
Duration:00:05:13
4.1 HIPAA Privacy and Security Basics for Daily Operations
Duration:00:12:22
4.2 Minimum Necessary, PHI Handling, and Breach Response
Duration:00:12:26
4.3 Documentation, Training Logs, and Audit Readiness
Duration:00:11:10
4.4 Exercise: 10 MCQs with Answers at the End
Duration:00:04:56
5.1 Registration Quality, Eligibility, and Prior Authorization
Duration:00:11:51
5.2 Charge Capture, Coding Handoffs, and Claim Edits
Duration:00:10:52
5.3 Submissions, Denial Trends, Days-in-A/R, and Payer Mix
Duration:00:09:52
5.4 Exercise: 10 MCQs with Answers at the End
Duration:00:04:35
6.1 ICD-10-CM, CPT/HCPCS Overview, and Common Pitfalls
Duration:00:10:58
6.2 E/M Concepts, Medical Decision Making, and Time-Based Rules
Duration:00:11:00
6.3 Medical Necessity, ABN (Medicare), and Compliance Checks
Duration:00:11:26
6.4 Exercise: 10 MCQs with Answers at the End
Duration:00:05:04
7.1 Role Charters, Hiring Scorecards, and Structured Interviews
Duration:00:10:19
7.2 Onboarding Pathways, Competency Checklists, and Cross-Training
Duration:00:08:12
7.3 Coaching, 1:1s, Feedback Loops, and Corrective Action
Duration:00:09:57
7.4 Exercise: 10 MCQs with Answers at the End
Duration:00:04:22
8.1 Writing Actionable SOPs: Format, Versioning, Ownership
Duration:00:10:11
8.2 Flowcharts, Swimlanes, and Bottleneck Analysis
Duration:00:09:04
8.3 PDSA Cycles, Experiments, and Measuring Impact
Duration:00:10:25
8.4 Exercise: 10 MCQs with Answers at the End
Duration:00:04:45
9.1 Template Design, Smart Phrases, and In-Basket Hygiene
Duration:00:11:33
9.2 Data Hygiene: Reconciliation, Duplicate Prevention, and Audits
Duration:00:10:50
9.3 Access, Throughput, Revenue, and Quality KPI Playbook
Duration:00:02:04
1. Access KPIs – Measuring Patient Availability and Scheduling Efficiency
Duration:00:00:59
2. Throughput KPIs – Measuring Flow, Productivity, and Efficiency
Duration:00:00:56
3. Revenue KPIs – Monitoring Financial Health and Cycle Integrity
Duration:00:01:13
4. Quality KPIs – Ensuring Clinical and Service Excellence
Duration:00:00:43
KPI Ownership and Governance
Duration:00:00:43
KPI Dashboard Implementation
Duration:00:00:56
KPI Improvement Framework (Using PDSA)
Duration:00:00:49
Scenario: The KPI-Driven Turnaround
Duration:00:01:43
9.4 Exercise: 10 MCQs with Answers at the End
Duration:00:04:29
10.1 OSHA Basics, Exposure Control, and Incident Reporting
Duration:00:11:05
10.2 Root Cause Analysis, Corrective/Preventive Actions (CAPA)
Duration:00:10:50
10.3 Downtime Procedures, Disaster Recovery, and Continuity Plans
Duration:00:01:27
Downtime Procedures: Staying Operational When Systems Fail
Duration:00:02:27
Disaster Recovery: Restoring Data and Systems After a Crisis
Duration:00:02:52
Business Continuity Planning (BCP): Ensuring Long-Term Resilience
Duration:00:03:01
Scenario: Cyberattack Recovery Simulation
Duration:00:00:57
Post-Event Review and Continuous Improvement
Duration:00:00:44
Managerial Oversight and Compliance
Duration:00:01:41
10.4 Exercise: 10 MCQs with Answers at the End
Duration:00:05:02
Conclusion: Leading with Clarity, Numbers, and Compassion
Duration:00:03:25