Patient Service Representative Training Curriculum

Lesson 1: Customer Service

 

By the end of this lesson, your learners will be able to:

 

• Explain the components of fostering positive relations between service provider and patient
• Describe how to develop effective relationships with patients, team members, other personnel, and patients’ families
• State the importance of communicating effectively in the healthcare setting

 

Lesson 2: Confidentiality in Allied Health

 

By the end of this lesson, your learners will be able to:

 

• Analyze the court's role in healthcare information and litigation
• Examine patient's medical record requirements and common issues
• Summarize the common-law basis for confidentiality
• Apply privacy rules to patient information
• Describe OSHA's safety rules
• Identify special types of health information
• Recognize special rules and social-policy issues of HIV patients
• Evaluate risk management's effect on quality and electronic medical records

 

Lesson 3: Introduction to Medical Terminology

 

By the end of this lesson, your learners will be able to:

 

• Summarize the history of medical terminology and how terms are formed
• Describe the relationships among the structures of the body
• Differentiate the positional and directional terms used to describe anatomical locations
• Identify the nutrients that fuel basic body functions

Lesson 1: Basic Math for Allied Health

 

By the end of this lesson, your learners will be able to:

 

• Solve addition, subtraction, multiplication, and division problems that contain whole numbers
• Solve addition, subtraction, multiplication, and division problems that contain proper and improper fractions
• Solve addition, subtraction, multiplication, and division problems that contain decimals
• Solve problems with percentages such as calculations for base rate, discounts, and sales tax
• Use the proper procedures for calculating deductions from a paycheck (federal, state, and local taxes, hospitalization, union dues, and pension costs) to find net pay
• Calculate simple and compound interest
• Convert measurements in the metric system and in foreign currencies using the appropriate conversion factor

 

Lesson 2: Basic Grammar for Allied Health

 

By the end of this lesson, your learners will be able to:

 

• Identify the parts of speech
• Recognize subjects, predicates, compound subjects, compound predicates, objects, and clauses
• Explain subject-verb agreement
• Use pronouns correctly
• Use modifiers correctly
• Identify how to write using parallel construction
• Apply the basic rules of punctuation
• Distinguish between words that need to be capitalized and words that do not need to be capitalized

 

Lesson 3: Professional Communications

 

By the end of this lesson, your learners will be able to:

 

• Identify how to handle incoming calls in an office setting
• Recognize how to use telecommunications technology to handle phone calls and to organize phone numbers
• Describe seven components of effective oral communication
• Identify benefits and drawbacks of using email as well as the standard parts of an email
• Explain best practices for composing and sending an email
• Identify the parts of a business letter
• Explain common practices related to sending and receiving domestic and international mail

 

Lesson 4: Basic Word and Excel

 

By the end of this lesson, your learners will be able to:

 

• Explain how to create a Word file
• Apply formats to a document
• Identify how to compose documents with images, shapes, and graphics
• Explain how to create an Excel document
• Recognize how to use Excel to analyze data
• Describe how to create an integrated document
• Describe how to create a mail merge document

Lesson 1: Reimbursement Methodologies

 

By the end of this lesson, your learners will be able to:

 

• Describe the history of healthcare reimbursement
• Identify various reimbursement methods
• Outline the Medicare acute care prospective payment system
• Discuss other various payment systems
• Explain reimbursement claims processing and support processes
• Define coding quality and compliance standards

 

Lesson 2: Comprehensive Health Insurance

 

By the end of this lesson, your learners will be able to:

 

• Define prepaid health plans and commercial insurance
• Discuss the different government-sponsored healthcare programs
• Explain how managed care works

This course is designed to help you understand the reimbursement process and the various methodologies involved. You’ll be introduced to billing cycles and how health information technology is used in medical offices, and learn about basic accounting transaction terminology and apply this information to enter patient charges and payments.

 

By the end of this course, you’ll be able to:

 

• Describe the contents of the Electronic Health Record and security, privacy, and confidentiality practices associated with medical records
• Explain the administrative and clinical roles in the medical office and functions within the EHR that are utilized routinely in these roles
• Describe the billing and reimbursement process
• Complete simulated health records in practice electronic health record software