2018 – 2019
 Florida Department of Education
Curriculum Framework 

Program Title:	Medical Office Administration 
Career Cluster:	Business Management and Administration

AS	
CIP Number	1552020404	
Program Type	College Credit	
Standard Length	60 credit hours	
CTSO	Phi Beta Lambda, BPA	
SOC Codes 	43-1011 - First Line Supervisors of Office and Admin. Support Workers	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	

Purpose

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Business Management and Administration career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Business Management and Administration career cluster. 

The content includes but is not limited to assisting management by expediting and facilitating the maintenance and production of correspondence, resolutions and other documents; planning; filing and maintaining medical records and other documents; performing medical transcription activities such as preparing patients’ medical histories and discharge summaries; maintaining office budgets; and assisting in the administration of policy. Students are prepared for employment as office support staff and medical transcriptionists in medical offices, hospitals and other healthcare settings.

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Program Structure

This program is a planned sequence of instruction consisting of 60 credit hours.

Standards

After successfully completing this program, the student will be able to perform the following:

01.0	Demonstrate effective communication skills in a medical office.
02.0	Perform medical transcription activities.
03.0	Manage medical information using appropriate software.
04.0	Perform medical records management activities.
05.0	Perform financial and accounting activities.
06.0	Demonstrate employability and workplace skills.
07.0	Perform information processing activities.
08.0	Develop leadership skills.
09.0	Develop strategic organizational skills.
10.0	Participate in work-based learning experiences.
11.0	Perform medical office activities.
12.0	Perform medical office management activities.
13.0	Perform medical office insurance, billing and coding activities.

2018 – 2019
Florida Department of Education
Student Performance Standards

Program Title:	Medical Office Administration 
CIP Number:		1552020404
Program Length:	60 credit hours
SOC Code(s):		43-1011

Refer to Rule 6A-14.030 (4) F.A.C., for the minimum amount of general education coursework required in the Associate of Science (AS) degree.  At the completion of this program, the student will be able to:	
01.0	Demonstrate effective communication skills in a medical office – the student will be able to:	
01.01	Demonstrate excellent customer service skills using a multi-line phone system, including voice mail, paging, transferring, teleconferencing, recording/taking messages, and screening calls.	
01.02	Demonstrate excellent customer service skills using the telephone.	
01.03	Demonstrate understanding of current communications technology.	
01.04	Select and employ appropriate communication concepts and strategies to enhance oral and written communication in the workplace.  Give, follow and interpret oral and written communications.	
01.05	Use interpersonal communication skills to facilitate effective interactions to work collaboratively.	
01.06	Demonstrate public relations skills that support customer satisfaction.	
01.07	Demonstrate effective teamwork skills. 	
01.08	Develop the ability to manage conflict and its resolution when dealing with challenging situations.	
01.09	Discuss the importance of using the appropriate tone and professional demeanor in business communications, including e-mails, correspondence, conference calls, and conversation.  	
01.10	Demonstrate effective listening skills.	
01.11	Compose correspondence and related documents and demonstrate correct spelling, grammar, punctuation and word choice.	
01.12	Identify safety and security procedures for information transmittal.	
01.13	Research and interpret information retrieved from print and electronic resources.	
01.14	Dictate for recording medium.	
01.15	Research and compose a document containing statistical information.	
01.16	Demonstrate ability to communicate effectively with diverse populations.	
02.0	Perform medical transcription activities – the student will be able to:	
02.01	Demonstrate correct techniques in transcribing medical information including the use of voice integration applications and scanning technology. 	
02.02	Transcribe recorded and live dictation of medical correspondence and other medical documents in a timely manner.	
02.03	Transcribe and interpret recorded and live dictation into diagnostic test results, operative reports, referral letters, and other documents in a timely manner.	
02.04	Review and edit drafts prepared by speech recognition software, making sure that the transcription is correct, complete and has a consistent style.	
02.05	Translate medical terms and abbreviations into the appropriate long form.	
02.06	Demonstrate knowledge of appropriate spelling, grammar, punctuation, and word choice of medical terms.	
02.07	Identify inconsistencies, errors, and missing information within a report that could compromise patient care.	
02.08	Submit health records for physicians to approve.	
02.09	Demonstrate knowledge and understanding of patient confidentiality guidelines and legal documentation requirements.	
02.10	Enter medical reports into electronic health records systems.	
02.11	Track patient outcomes for quality assessment.	
03.0	Manage medical information using appropriate software – the student will be able to:	
03.01	Identify and use the appropriate medical office management software in a medical office environment. 	
03.02	Demonstrate proficiency in the use of word processing, spreadsheet, and other office software commonly used in a medical office.	
03.03	Produce medical documents.	
03.04	Create and edit templates and forms for the medical office.	
03.05	Create and send documents by scanning, faxing and e-mailing.	
03.06	Prepare a document using mail merge and variable information.	
03.07	Use technology to access, research, analyze, and interpret medical information.	
03.08	Demonstrate proficiency in the use of software to create, maintain and manage documents and produce reports.	
04.0	Perform medical records management activities – the student will be able to:	
04.01	Index, code, sort, and file medical materials alphabetically, numerically, geographically and by subject, both manually and electronically.	
04.02	Identify types of filing supplies, equipment, and procedures.	
04.03	Cross-reference medical materials in the alphabetic, numeric, geographic, and subject filing systems.	
04.04	Design form for effective inventory of medical records.	
04.05	List and describe methods of protecting vital medical records.	
04.06	Identify the principles of forms control (i.e. appropriate action for the retention, disposal and archiving of medical records).	
04.07	Identify principles governing the planning of a records retention and disposition schedule.	
04.08	Identify characteristics of centralized and decentralized filing systems.	
04.09	Classify medical records into appropriate categories.	
04.10	Identify procedures for confidentiality i.e. Health Insurance Portability and Accountability Act (HIPAA).	
04.11	Demonstrate backup and recovery procedures.	
04.12	Practice effective Records Information Management (RIM) techniques.	
04.13	Demonstrate effective electronic file management.	
05.0	Perform financial and accounting activities – the student will be able to:	
05.01	Demonstrate ethical accounting practices.	
05.02	Perform business and math operations manually and using technology.	
05.03	Interpret graphs, charts and tables.	
05.04	Prepare and process expense reports.	
05.05	Prepare supply order and monitor inventory.	
05.06	Process purchase orders and payment of invoices.	
05.07	Prepare and monitor budgets electronically.	
05.08	Prepare and manage payroll for the medical office.	
05.09	Submit tax reports such as payroll withholdings, quarterly returns, 940’s, 1040’s, W-2’s, etc.	
05.10	Demonstrate a general knowledge of the accounting cycle and procedures.	
05.11	Demonstrate proficiency in cash control procedures, including bank deposits, electronic fund transfers, credit and debit transactions, and bank reconciliations.	
05.12	Describe internal control methods and fraud controls.	
06.0	Demonstrate employability and workplace skills – the student will be able to:	
06.01	Identify sources of employment opportunities.	
06.02	Describe the job search process.	
06.03	Complete a resume and a cover letter.	
06.04	Complete an electronic job application form correctly.	
06.05	Prepare a resume for electronic distribution.	
06.06	Demonstrate effective job interview techniques and identify different types of interviews.	
06.07	Prepare a thank you note for an interview.	
06.08	Identify and demonstrate appropriate responses to feedback from supervisors.	
06.09	Identify and demonstrate acceptable work habits.	
06.10	Identify organizational structure, chain of command and importance of appropriate protocol.	
06.11	Identify stress management techniques.	
06.12	Identify and demonstrate positive interpersonal skills.	
06.13	Demonstrate ability to work with diverse populations.	
06.14	Demonstrate ability to work as a team member.	
06.15	Describe confidentiality and privacy issues in the workplace.	
06.16	Describe the importance of customer service to an organization.	
06.17	Describe the importance of an employee’s ability to be flexible in the workplace.	
06.18	Demonstrate effective time management skills.	
06.19	Identify methods for securing an employment reference.	
06.20	Identify career advancement opportunities and demonstrate effective networking behaviors.	
07.0	Perform information processing activities – the student will be able to:	
07.01	Process and manage medical electronic records.	
07.02	Define differences between operating systems and software applications.	
07.03	Identify and understand terms commonly used in information technology.	
07.04	Identify business systems, equipment components, and electronic media.	
07.05	Create and edit documents from handwritten, dictated and typed material using current technology. 	
07.06	Develop and use a medical office operations manual.	
07.07	Describe ways to identify computer viruses.	
07.08	Demonstrate knowledge of the importance of continuing education and technology updates.	
08.0	Develop leadership skills – the student will be able to:	
08.01	Identify different management styles.	
08.02	List characteristics of effective leaders/managers.	
08.03	Demonstrate knowledge of motivational techniques.	
08.04	Demonstrate knowledge of medical professional organizations.	
08.05	Identify traits of medical employees with promotion potential.	
08.06	List principles of group and team dynamics.	
09.0	Develop strategic organizational skills – the student will be able to:	
09.01	Demonstrate steps used in problem solving.	
09.02	Demonstrate how to prioritize work assignments and enlist the help of others.	
09.03	Prepare and manage a schedule for employees.	
09.04	Prepare and manage schedules for physicians.	
09.05	Prepare and manage appointments for patients.	
09.06	Choose appropriate action in situations requiring application of ethics.	
09.07	Choose appropriate action in situations requiring following a chain of command.	
09.08	Identify ways to assign and delegate work to others.	
09.09	Determine preventive actions for medical office communication problems.	
09.10	Identify best practices to handle confidential information.	
09.11	Identify options for addressing employee problems.	
10.0	Participate in work-based learning experiences – The student will be able to:	
10.01	Participate in internships, job shadowing or service learning experiences in medical office administration. 	
10.02	Demonstrate employability skills.	
10.03	Develop a career plan.	
10.04	Perform general workplace competencies in the medical office.	
11.0	Perform medical office activities – the student will be able to:	
11.01	Select, complete, verify and submit insurance forms.	
11.02	Record charges and collections and proof accounting transactions.	
11.03	Schedule appointments and activities.	
11.04	Define and spell medical terms correctly.	
11.05	Use medical references and resource materials as needed.	
11.06	Prepare and maintain confidential patient records.	
11.07	Identify the principles governing the planning of medical records, retention, disposal and archiving.	
11.08	Locate, interpret and record information from medical records.	
11.09	Demonstrate a compliance with all federal and state health care regulations.	
11.10	Describe functions in a medical office.	
11.11	Demonstrate understanding of legal and ethical issues in a medical office.	
11.12	Demonstrate knowledge of the legal and ethical aspects of health care.	
11.13	Demonstrate knowledge of computer security in the confidential medical environment.	
11.14	Evaluate appropriate transcription systems for the medical office.	
12.0	Perform medical office management activities – the student will be able to:	
12.01	Organize and manage a medical office.	
12.02	Prepare managerial reports about production, personnel, equipment and operational costs.	
12.03	Set priorities and develop efficient procedures for work flow.	
12.04	Compare and select vendors from whom to purchase supplies.	
12.05	Make decisions on major equipment acquisition.	
12.06	Abstract information from the patient record to complete insurance forms.	
12.07	Define the major functions of medical office management.	
12.08	Analyze information to solve a problem.	
12.09	Apply time management techniques to medical office schedules.	
12.10	Maintain work schedules for payroll purposes.	
12.11	Choose appropriate action applying medical office management techniques.	
12.12	Conduct an employment interview.	
12.13	Select items to include in a new employee’s orientation to the job.	
12.14	Conduct and discuss performance appraisals with employees, set goals, and recommend training.	
13.0	Perform medical office insurance, billing and coding activities – the student will be able to:	
13.01	Demonstrate knowledge of ICD and CPT codes.	
13.02	Demonstrate knowledge of insurance terminology.	
13.03	Demonstrate knowledge and application of insurance and billing documents and procedures.	
13.04	Demonstrate an understanding of different types of insurance providers.	
13.05	Prepare and process insurance claims.	
13.06	Describe and differentiate between the most common types of insurance claims filed by medical offices.	
13.07	Describe procedures for handling insurance claims in medical offices.	
13.08	Define common terms and abbreviations used in insurance.	
13.09	Accurately complete insurance claim forms.	
13.10	Locate errors in returned insurance claim forms.	

Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret, and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Career and Technical Student Organization (CTSO)

Phi Beta Lambda (PBL) and Business Professionals of America (BPA) are the intercurricular career and technical student organizations providing leadership training and reinforcing specific career and technical skills.  Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. Accommodations change the way the student is instructed. Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems. Documentation of the accommodations requested and provided should be maintained in a confidential file.

Certificate Programs

A College Credit Certificate consists of a program of instruction of less than sixty (60) credits of college-level courses, which is part of an AS or AAS degree program and prepares students for entry into employment (Rule 6A-14.030, F.A.C.).  This AS degree program includes the following College Credit Certificates:

	Medical Office Management (0551071605) – 34 credit hours

Additional Resources

For additional information regarding articulation agreements, Bright Futures Scholarships, Fine Arts/Practical Arts Credit and Equivalent Mathematics and Equally Rigorous Science Courses please refer to:
http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml.