6-Week Certificate Program for Medical Receptionist

Week 1: Introduction to the Role and Responsibilities of a Medical Receptionist

Objective:
To provide an understanding of the core functions of a medical receptionist, the expectations for their role, and the legal and ethical responsibilities in a healthcare environment.
Module 1: Overview of a Medical Receptionist’s Responsibilities
• Introduction to medical office operations and structure
• The role of a receptionist in healthcare settings
• Key skills for success: organization, communication, and professionalism
Module 2: Legal and Ethical Responsibilities According to Florida Law
• Understanding Florida’s healthcare laws, including patient rights
• Introduction to HIPAA and patient confidentiality
• Legal ramifications of non-compliance
Module 3: Professionalism and Appearance in a Medical Setting
• Appropriate professional attire and hygiene
• The importance of body language, tone, and communication
• Building trust with patients and visitors through professionalism
Module 4: The Importance of First Impressions
• Techniques for greeting patients and visitors effectively
• Professional telephone etiquette and managing patient expectations
• Addressing concerns while maintaining a welcoming environment
Module 5: Navigating HIPAA Regulations and Patient Confidentiality
• HIPAA overview: patient privacy and rights
• Safeguarding patient information and preventing breaches
• Consequences of HIPAA violations

Assessments:
• Role-Playing: Practice patient greetings and interaction in various scenarios
• Quiz: Legal and ethical guidelines based on Florida law and HIPAA compliance
 

Week 2: Patient Management Procedures

Objective:
To train students in the effective organization of patient scheduling, maintaining records, addressing patient inqueries, and supporting medical staff.
Module 1: Patient Scheduling and Appointment Management
• Understanding the types of appointments (e.g., initial consultation, follow-up)
• Scheduling systems and tools used in medical offices
• Managing appointment conflicts and cancellations
Module 2: Maintaining Patient Records in Compliance with Florida Law and HIPAA
• Overview of patient records management (paper vs. electronic)
• Legal requirements for document retention and storage
• Proper filing, coding, and access restrictions to patient information
Module 3: Handling Patient Inquiries and Concerns
• Professional communication skills for responding to patient questions
• Addressing complaints and concerns efficiently and empathetically
• When to escalate issues to medical staff or supervisors
Module 4: Coordinating with Medical Staff and Ensuring Smooth Patient Flow
• Importance of teamwork and communication with doctors, nurses, and other staff
• Managing patient flow: minimizing wait times and improving office efficiency
• Verifying patient information before medical consultations
Module 5: Techniques for Managing a Busy Front Desk and Reducing Wait Times
• Time management techniques for multi-tasking
• Using technology to streamline office processes
• Delegation and prioritizing tasks effectively

Assessments:
• Hands-On Practice: Scheduling mock appointments 
• Case Study: Patient record management focusing on confidentiality and legal compliance

Week 3: Office Operations and Workflow

Objective:
To help students understand daily office operations, ensuring efficiency, and working with medical office software and equipment.
Module 1: Overview of Medical Office Workflow
• Understanding the flow of patients and information in a medical office
• Key office tasks and their interdependencies
• Importance of a structured office layout
Module 2: Managing Patient Flow: From Check-In to Check-Out
• Check-in procedures and documentation collection
• Verifying patient insurance and personal information
• Proper check-out procedures, including scheduling follow-up appointments
Module 3: Equipment and Office Supplies Management
• Inventory management for medical office supplies and equipment
• Ensuring the availability of necessary office materials for daily operations
• Regular equipment maintenance and safety checks
Module 4: Telephone Etiquette and Call Management
• Professional telephone etiquette for scheduling and patient inquiries
• Handling calls from patients, insurance companies, and vendors
• Transferring calls and leaving clear messages
Module 5: Use of Medical Office Software and Electronic Health Records (EHR)
• Introduction to medical office software and EHR systems
• Basic functions: scheduling, billing, and record-keeping
• Protecting patient data in electronic formats

Assessments:
• Simulation: Use of software tools for scheduling, check-in, and check-out processes
• Test: Office equipment knowledge and proficiency in using EMR systems

Week 4: Introduction to Related Medical Terminology

Objective:
To provide students with an understanding of common medical terminology to facilitate communication with medical professionals and enhance patient care.
Module 1: Basic Medical Terms
• Common anatomical terms (e.g., organs, systems, body parts)
Disease and condition-related terminology (e.g., 
acapnia: lack of carbon dioxide
adenoiditis: inflammation of the adenoid/pharyngeal tonsil
anoxia: lack of oxygen
aphonia: lack of voice
apnea: lack of breathing
atelectasis: incomplete expansion (for example, of an airway)
bronchiectasis: dilation of bronchi
bronchitis: inflammation of bronchi
bronchiolitis: inflammation of bronchioles
bronchogenic carcinoma: cancerous tumor originating in a bronchus (lung cancer)
bronchopneumonia: disease of bronchi and lungs
bronchospasm: spasmodic contraction of the bronchi
diaphragmatocele: herniation of diaphragm
dysphonia: condition of difficult speaking
dyspnea: painful or labored breathing
epiglottitis: inflammation of epiglottis
eupnea: normal breathing
hemothorax: blood in the pleural space / thoracic cavity
hypercapnia: excessive carbon dioxide in the body
hyperpnea: forced breathing or breathing that is excessive
hypopnea: deficient breathing
hypoxemia: deficient oxygen in the blood
hypoxia: condition of deficient oxygen in the tissues
laryngitis: inflammation of the larynx
laryngospasm: spasmodic contraction of the larynx
lobar pneumonia: disease of one lobe of a lung
nasopharyngitis: inflammation of the nose and pharynx
orthopnea: being able to breathe more easily while sitting up straight
pharyngitis: inflammation of the pharynx
phrenalgia: pain in the diaphragm
phrenospasm: spasmodic contraction of the diaphragm
pleuritis: inflammation of pleura (formerly known as pleurisy)
pneumoconiosis: abnormal condition of dust in the lungs
pneumonia: disease involving the lung (typically used to indicate a lower respiratory tract infection)
pneumonitis: inflammation of the lung
pneumothorax: air in the thoracic cavity; can lead to lung collapse
pyothorax: pus in the thoracic cavity
rhinitis: inflammation of the nose
rhinomycosis: abnormal condition of fungus in the nose
rhinorrhagia: rapid flow of blood from the nose
rhinorrhea: discharge from the nose
sinusitis: inflammation of one or more sinuses
tachypnea: rapid breathing
thoracalgia: pain in the thoracic cavity
tonsillitis: inflammation of one or more tonsils
tracheitis: inflammation of the trachea
tracheostenosis: narrowing of the trachea
Disease and Disorder Terms Not Built from Word Parts
acute respiratory distress syndrome: a type of respiratory failure characterized by rapid onset of widespread inflammation in the lungs; symptoms include shortness of breath, rapid breathing, and cyanosis
asphyxia: inability to breathe
asthma: a chronic inflammatory disease of the airways of the lungs characterized by reversible airflow obstruction and easily triggered bronchospasms
chronic obstructive pulmonary disease: a chronic lung condition, a combination of emphysema and chronic bronchitis
coccidioidomycosis: an infection caused by Coccidioides fungus, which lives in the soil of dry, low-rainfall areas
crackles: clicking, rattling, or crackling noises that may be made by lungs of a human with a respiratory disease during inhalation
croup: an infection of the upper airway that obstructs breathing and causes a characteristic barking cough
cystic fibrosis: genetic disorder that affects mostly the lungs but also the pancreas, liver, kidneys, and intestine; can lead to difficulty breathing and coughing up mucus as a result of frequent lung infections
deviated septum: a displacement of the nasal septum
emphysema: a lung condition that causes shortness of breath due to damaged alveoli
epistaxis: nosebleed
hyperventilation: breathing too quickly or too much
hypoventilation: breathing too slowly or not enough
influenza: an upper respiratory tract infection with influenza virus
lower respiratory infection: an infection of the trachea, bronchi, bronchioles, and/or alveoli
lung cancer: malignant cancer originating within lung tissue
obstructive sleep apnea: a sleep disorder in which pauses in breathing or periods of shallow breathing during sleep occur more often than normal
pertussis: an upper respiratory tract infection with Bordetella pertussis bacteria
pleural effusion: accumulation of excessive fluid in the pleural space
pulmonary embolism: an embolism (a free-moving blood clot, air bubble, atherosclerotic plaque, etc.) within a blood vessel of a lung
pulmonary edema: edema (fluid accumulation) within one or both lungs
sputum: mucus originating in the lower respiratory tract
tuberculosis: a lower respiratory tract infection with Mycobacterium tuberculosis bacteria
upper respiratory infection: an infection of the nose, pharynx, and/or larynx
• Common treatment terms (e.g., surgery, therapy, diagnostics)
There are different types of surgery and surgeries can be classified according to surgical urgency. The terms used by National Confidential Enquiry into 
Patient Outcome and Death (NCEPOD) to classify the types of surgery were 
Emergency, 
Urgent, 
Scheduled and 
Elective.

Module 2: Understanding Common Medications and Pharmaceutical Abbreviations
• Overview of frequently prescribed medications and their uses
• Medical abbreviations in prescribing (e.g., PRN, qid, PO)
• Understanding medication schedules and dosage terms
Module 3: Medical Abbreviations in Documentation
• Common abbreviations used in medical records and their meanings
• Guidelines for using abbreviations in a legal and compliant manner
• How abbreviations impact patient care and communication
Module 4: The Importance of Medical Terms in Effective Communication
• Communicating with healthcare professionals using proper terminology
• Patient communication: explaining medical terms in understandable language
• The role of medical terms in patient education and safety

Assessments:
• Quiz: Medical terminology, including diseases, treatments, and abbreviations etc
• Assignment: Paper that uses medical terms in context to demonstrate understanding

Week 5: Soft Skills Development

Objective:
To develop essential interpersonal skills that are necessary for working in a healthcare environment, focusing on communication, teamwork, and stress management.
Module 1: Communication Skills
• Active listening and empathy in patient interactions
• How to speak clearly and professionally
• Non-verbal communication and its impact on patient relationships
Module 2: Conflict Resolution and Dealing with Difficult Patients
• Techniques for handling upset or frustrated patients
• Managing stress in challenging situations
• De-escalation strategies for conflict resolution
Module 3: Time Management and Prioritization
• Techniques for organizing daily tasks and minimizing distractions
• Setting priorities in a fast-paced environment
• Tools for effective time management (e.g., calendars, task lists)
Module 4: Teamwork and Collaboration with Healthcare Providers
• Building positive working relationships with medical staff
• Importance of collaboration in a multi-disciplinary healthcare team
• Conflict resolution within teams
Module 5: Stress Management and Self-Care Techniques
• Recognizing signs of burnout and stress in a healthcare setting
• Techniques for managing stress (e.g., mindfulness, relaxation exercises)
• The importance of self-care in maintaining work-life balance

Assessments:
• Role-Playing: Handling patient interactions and conflict resolution
• Quiz: Communication techniques and time management strategies
 

Week 6: Administrative Tasks + Emergency Preparedness and Response

Objective:
To prepare students with the skills needed to handle administrative tasks, as well as to prepare for emergencies in the medical office setting.
Module 1: Insurance Verification 
• Overview of insurance types and coverage
• Understanding the claims process: submission, follow-ups, and denial management
• Insurance verification tools and techniques, Avility etc 
Module 2: Handling Patient Payments and Financial Records
• Managing patient payments (copays, deductibles)
• Billing procedures and processing payments
• Record-keeping and compliance with legal requirements
Module 3: Emergency Preparedness: Fire Drills, Medical Emergencies, and Disaster Protocols
• Creating emergency preparedness plans for medical offices
• Responding to common medical emergencies (e.g., heart attack, allergic reaction)
• Conducting fire drills and evacuations
Module 4: Responding to Emergencies
• First aid basics and when to call 911
• Managing medical emergencies at the front desk
• Keeping patients calm during emergency situations

Assessments:
• Quiz: Insurance terminology and claims process
• Role-Play: Emergency response and office evacuation drill

 
Final Project and Certification Exam

Objective:
To evaluate the student’s ability to apply all the knowledge and skills acquired throughout the program.
Components:
• Final Exam: A comprehensive written test covering all course topics
• Final Project: A mock medical receptionist scenario that demonstrates scheduling, patient communication, and office management while ensuring compliance with Florida law and HIPAA regulations
Certification:
Upon successful completion of the program and passing the final exam, students will receive a Certificate of Completion qualifying them to work as a medical receptionist in Florida.