Medical Office Administration

Program Title: Medical Office Administration
Credential: Diploma
Delivery: In-Class
Program Length: 52 Weeks
Program Availability: Full-time

Program Overview

Students of the Medical Office Administration program manage office scheduling and organization to meet the demands and priorities in a variety of health services environments. Students establish and administer health records management systems ensuring security and confidentiality of electronic and paper records. Students apply advanced office technology and keyboarding skills in the creation and production of health correspondence, documents, reports and financial and client billing records. Students possess strong interpersonal and client service skills which enable them to communicate effectively with diverse clients, their families and health care providers. In some instances, Students perform non-invasive clinical tasks to support the effective and efficient operation of health services settings. As members of the health services team, Students demonstrate professionalism and the ability to work independently as well as collaboratively with health care professionals. Students act in accordance with all relevant legislation, codes of ethics and the health setting’s procedures and policies. Students of the Office Administration program find entry-level jobs as health records clerks, administrative assistants, unit clerks, medical office assistants and health services receptionists. Employment opportunities exist in a broad range of health service settings including health care service offices (e.g., offices of physicians, surgeons, optometrists, chiropractors or other health practitioners), hospitals, clinics, residential care facilities, pharmaceutical companies, health research settings, government professional organizations and remote nursing stations in First Nation Communities.

Subjects Titles

1. The Canadian Healthcare Industry
2. The Medical Office Administration Profession
3. Medicine, Ethics and Law
4. Interpersonal Skills and Human Behaviour
5. Professional Behaviours in the Workplace
6. Telephone Techniques
7. Computer Concepts 1 (Keyboarding)
8. Computer Concepts 2 (Microsoft Office 2016)
9. Written Communications and Mail Processing
10. Patient Scheduling and Processing
11. Health Information Management
12. Professional Fees, Billing and Coding
13. Financial Practice Management – Fundamental Accounting Principles
14. Medical Practice Management and Human Resources
15. Medical Terminology
16. Medical Transcription Fundamentals
17. Career Development and Life Skills
18. Practicum (Internship) in a Medical Office Environment (160 Hours)
19. Indigenous Canada

Courses Descriptions

Indigenous Canada
Indigenous Canada is a 12-lesson Massive Open Online Course (MOOC) that explores Indigenous histories and contemporary issues in Canada. From an Indigenous perspective, this course explores key issues facing Indigenous peoples today from a historical and critical perspective highlighting national and local Indigenous-settler relations. Topics for the 12 lessons include the fur trade and other exchange relationships, land claims and environmental impacts, legal systems and rights, political conflicts and alliances, Indigenous political activism, and contemporary Indigenous life, art and its expressions.

The Canadian Healthcare Industry
In this subject, students will explore the Canadian Healthcare Industry including the structure and how it is financed. Students will also learn about primary healthcare, examine the role of quality insurance and discuss strategies to prevent infection.

The Medical Office Administration Profession
In this subject, graduates will discuss the scope of practice in the role of Medical Office Administration. Students will also learn the characteristics of professionalism and the importance of confidentiality in the workplace.

Medicine, Ethics and Law
In this subject, students will have the opportunity to discuss the principles of medical law and ethics to the healthcare setting within the scope of the medical office administration role. Students will also explore the effect that personal ethics may have on their performance; and discuss the role of cultural, social, and ethnic diversity in the medical office administration role

Interpersonal Skills and Human Behaviour
In this subject, graduates will be presented with Maslow’s hierarchy of needs and how these needs impact their everyday lives as well as the lives of their patients. Students will also have the opportunity to develop and practice communication and listening skills and the skills necessary to handle conflict.

Professional Behaviours in the Workplace
Students will be presented with the importance of maintaining a professional demeanor at all times and will have the opportunity to learn the possible consequences of unprofessional behavior.

Telephone Techniques
In this course, students will have the opportunity to master the use of the telephone as a major means of communication. Students will also have the opportunity to learn the importance of their willingness to help callers as well as the need to be aware of their voice tone and attitude, because these form patients’ first impressions of the physician’s office.

Computer Concepts 1 (Keyboarding)
In this subject, students will learn speed, accuracy and techniques in keyboarding, a critical skill in the role of medical office administration. Students will actively practice their skills in a simulation environment with timed writing designed for real world experience providing realism and applicability in developing the keyboarding skills.

Computer Concepts 2 (Microsoft Office 2016)
In this subject, graduates will move beyond the “point and click,” helping them understand WHY they use Microsoft Office skills along with HOW they perform them. Using the new Canadian textbook, students will be engaged in transferable experiences to effectively learn to navigate the Office 2016 applications including: word, excel, PowerPoint, access and email.

Written Communications and Mail Processing
In this course students will be presented with the necessary skills to compose, proofread, edit, and properly mail medical office correspondence. Students will also have the opportunity to be proficient in prioritizing all incoming and outgoing mail and office correspondence, including faxing documents.

Patient Scheduling and Processing
In this subject, graduates will examine one of the main tasks an administrative health professional performs routinely; appointment scheduling, both manual and electronic. The importance of keeping the appointment book confidential is paramount. Several appointment booking styles are identified along with the advantages and disadvantages of each style. Students are provided with suggested appointment time guidelines based on the patient reason for a visit and process encounters via simulation activities.

Health Information Management
In this subject, students will explore the principles of health records management. The composition of a client chart is reviewed as well as the phases of the health record life cycle. The student is exposed to various filing systems and equipment choices to provide for optimal record-management procedures. Computerized record keeping is explained and encouraged. The role of confidentiality, security, and privacy is strongly reinforced and the legislation governing disposal of health records is reviewed.

Professional Fees, Billing and Coding
In this subject, graduates will be introduced to provincial/territorial health care plans and the commonly insured and uninsured health services are discussed. Students will also be introduced into the way provincial and territorial ministries process health claims; the key importance of health card validation in the claim’s submission process; the structure of Ontario service, therapeutic, premium, and diagnostic codes. Students will view a detailed breakdown of physician billing numbers, group numbers, and specialty codes and their importance in the billing process. Students will also become familiar with the billing process and four methods of claim submission and the stages of the billing cycle along with the types of claims including, health care plan, reciprocal medical billing, and workers’ compensation; file rejects and claims-error reports; rationalization of third party and uninsured service billing.

Financial Practice Management – Fundamental Accounting Principles
In this subject, students will learn the basic accounting principles. Students will be exposed to a wealth and variety of problem material to build confidence, and an opportunity to practice and master accounting concepts through real world Canadian examples.

Medical Practice Management and Human Resources
In this subject, students will have the opportunity to understand the responsibilities, roles, and qualities of a medical office manager. Students will be presented with health methods of avoiding burnout and also positive leadership qualities.

Medical Terminology
Students will have the opportunity to learn many of the most common prefixes in the medical language that provide a foundation for the study of body systems. Students will be presented with additional combining forms that will aid in the analysis of terminology. Students will have the opportunity to expand their understanding of terminology with reference to the anatomy, physiology, and pathology of the body.

Medical Transcription Fundamentals
In this course students will have the opportunity to understand the responsibilities of a medical transcriptionist. The advent of the electronic medical record and the enhanced capabilities of speech recognition technology have required formal instruction and guidelines at the foundational level.

Career Development and Life Skills
In this subject, graduates will have the opportunity to discuss the potential future roles within the Medical Office Administration’s career. Students will also learn to create a professional cover letter and resume. Students will develop a portfolio of their work and be knowledgeable about the best sources to investigate on the internet and within relationships to search for a job.

Practicum (Internship) in a Medical Office Environment (160 Hours)
This internship in a medical office will provide the student with the theory and techniques into practice. Students will interact with people, gain experience in a medical setting and increase awareness of the roles and responsibilities of a medical office administration in this area. It will focus on a meaningful interactions and demonstrations of the daily operations.

Knowledge Competencies
1.0 Discuss the Canadian Healthcare systems and principles of medical law and ethics within
the scope of the medical office administration role
2.0 Identify effective written and oral communication and interpersonal skills within the scope
of the medical office administration role
3.0 Outline the behaviours of professionalism within the scope of the medical office administration
role
4.0 Discuss appropriate telephone etiquette when screening patient calls and addressing medical
office business
5.0 Identify computerized systems and medical software in data entry and retrieval of information;
provide technical support and training related to computer software
6.0 Identify the use and spelling of basic medical terms appropriately; discuss the art of
transcribing medical information correctly
7.0 Describe how to schedule and monitor patient and visitor appointments in paper and/or
electronic formats
8.0 Describe how to receive and process patients and visitors and coordinate patient flow into
the examination rooms
9.0 Explain how to document and file patient information within paper and/or computerized
formats observing special regulations around the confidentiality of information
10.0 Describe how to process and manage healthcare claims through the appropriate insurance
plans including OHIP, WSIP and other third-party providers using the appropriate diagnostic
and procedural coding
11.0 List the basic principles of accounting perform bookkeeping procedures, manage accounts
receivables and payables; complete banking services, prepare employee payroll and manage
petty cash; monthly reconciliation
12.0 Discuss the current employment outlook for the medical office assistant and conduct work
within the scope of education, training and ability through continuous education
13.0 Discuss the current employment outlook for the medical office assistant and conduct work
within the scope of education, training and ability through continuous education

Skills Competencies
1.0 Apply the principles of medical law and ethics to the healthcare setting within the scope of the
medical office administration role
2.0 Use effective written and oral communication and interpersonal skills within the scope of the
medical office administration role
3.0 Display the behaviours of professionalism within the scope of the medical office administration
role
4.0 Use appropriate telephone etiquette when screening patient calls and addressing medical office
business
5.0 Utilize computerized systems and medical software in data entry and retrieval of information;
provide technical support and training related to computer software
6.0 Apply the use and spelling of basic medical terms appropriately; transcribe medical
documentation correctly
7.0 Demonstrate administrative skills to perform day to day operations and scheduling of tasks
in the medical office within the scope of managing a medical office environment
8.0 Schedule and monitor patient and visitor appointments in paper and/or electronic formats
9.0 Illustrate how to receive and process patients and visitors and coordinate patient flow into
the examination rooms
10.0 Demonstrate documenting and filing patient information within paper and/or computerized
formats observing special regulations around the confidentiality of information
11.0 Demonstrate processing and managing healthcare claims through the appropriate insurance plans
including OHIP, WSIP and other third-party providers using the appropriate diagnostic and
procedural coding
12.0 Apply the basic principles of accounting perform bookkeeping procedures, manage accounts
receivables and payables; complete banking services, prepare employee payroll and manage
petty cash; monthly reconciliation
13.0 Illustrate the current employment outlook for the medical office assistant and conduct work
within the scope of education, training and ability through continuous education

Essential Employability Skills that Flow Through the Program
Essential Employability Skills (EES) are skills that, regardless of a student’s program or discipline, are critical for success in the workplace, in day-to-day living, and for lifelong learning. (Ministry of Colleges, Training and Universities). These skills are embedded throughout the Medical Office Administration Program
• Communication
• Numeracy
• Critical Thinking & Problem Solving
• Information Management
• Interpersonal
• Personal

Your Career
• Schedule and confirm medical appointments and receive and communicate messages for medical staff and patients.
• Enter and format electronically based medical reports and correspondence and prepare spreadsheets and documents for review.
• Interview patients in order to complete forms, documents and case histories.
• Complete insurance and other claim forms.
• May supervise and train other staff in procedures and in use of current software.
• Prepare draft agendas for meetings and take, transcribe and distribute minutes.
• Prepare financial statements and billing.
• Establish and maintain various internal office administrative support procedures such as document tracking and filing and monthly reporting.
• Order supplies and maintain inventory.
• Determine and establish office procedures and routines.
• Initiate and maintain confidential medical files and records.

Admission Requirements
College Eligibility
• Ontario Secondary School Diploma (OSSD) or equivalent; OR
• Academic and Career Entrance (ACE) Certificate; OR
• General Educational Development (GED); OR
• Mature Student – Wonderlic Test Online or Campus
Call the Admissions Office at 1 (800) 267-2577 or 1.866.678.3463 for more details.

Fees & Expenses
Tuition fees listed are in effect for this academic year.
• Application Fee: $50.00
• Textbooks: $1,450.00
• Postal Fee: $50.00
• Tuition Fee: $9,898.00
Total Tuition & Fees: $11,448.00