Medical Administrative Procedures

Hours: 60

Refer to your registering institution's course outline and calendar for complete information about course prerequisites.

In addition to your registering institution's prerequisites, we strongly recommend the following courses as additional prerequisites: Online Learner Success, Business English, English 11 or 12.

Course Description
This course is designed to introduce the student to the administrative duties and procedures required in a medical office/hospital setting. Topics covered include reception skills, appointment scheduling, telephone techniques, interpersonal skills, stress management, inventory control, mail processing, and filing and records management procedures. Medical law and ethics are an integral part of the course.

Learning Outcomes
At the completion of the course, you will reliably demonstrate the ability to:

  1. Describe a variety of employment positions in a medical setting including entry-level positions
  2. Identify the legal implications of confidentiality of medical records and discuss medical ethics
  3. Identify the techniques used in maintaining an efficient, professional, and friendly office environment
  4. Maintain an appointment scheduling system and related procedures
  5. Complete forms used to refer patients to hospitals, other physicians, specialists, and medical facilities
  6. Use appropriate telephone techniques
  7. Effectively handle office mail
  8. Describe meeting organization and minute preparation
  9. Maintain and control office inventory
  10. Recognize stressful situations, use stress-management techniques, recognize and process on-site emergencies
  11. Set up and maintain medical records and filing systems
  12. Identify a variety of community resources, both private and government, available to the patient

Required Text/Materials
See this link: /courses/course-text-books/moa-textbooks.jsp

Computer Equipment Requirements

  • Internet Explorer version 9.0 or higher
  • Office 2010 or higher
  • Adobe Acrobat Reader (free download from )
  • Windows 7
  • High-speed Internet connection
  • Headphones and microphone (optional)

Course Content

  • Employment opportunities as a health care professional
  • Qualities of a medical office assistant
  • Confidentiality and Canadian law
  • Medical law and ethics
  • Appointment scheduling
  • Filing and records management
  • Telephone techniques
  • Medical office emergencies
  • Mail and correspondence
  • Office problems and prioritizing
  • Public relations and interpersonal skills
  • Why patients get angry
  • Conflict resolution/anger
  • Stress management
  • Time management
  • Ordering supplies
  • Meeting organization
  • Lab requisitions
  • Patient referrals
  • Grief and loss and the elderly client
  • Reference resources and community resources
  • Office ergonomics

Assignments, a research project, time-limited open-book online quiz and mid-term, and final exam will be used to assess student knowledge and understanding. Quizzes may include any or all of the following: multiple choice, matching, fill in the blank, crossword puzzles, labelling of diagrams, abbreviations, and reflective writing.

The letter grade assigned will be determined by the college at which you are registered.
The registering institution will assign a letter grade.

Evaluation and Grading

Online quizzes 15%
Mid-term exam 20%
Final exam 35%
Assignments 20%
Research project/Teamwork 10%

The registering institution will assign a letter grade.

Withdrawing or Dropping Courses
If you wish to either withdraw or drop a course, contact the Program Coordinator at your registering institution.

Refer to your registering institution's course outline for further information about plagiarism, missed tests, appeal policies, and other institutional policies.