MDA 121 - Medical Assistant Skills for Success

1. Explain the positive and negative aspects of all forms of verbal and non-verbal communication based on the surrounding circumstances, message content and delivery, and the receiver’s ability to fully comprehend information.
2. Develop a plan for completing a medical assistant externship utilizing skills learned and practices in the medical assistant program. 
3. Describe and implement the processes and procedures for creating a personal and professional portfolio, developing a résumé, performing an employment search, and completing an interview.

1. Concepts of Effective Communication
   1. Verbal communication
      1. Styles
      2. Types
   2. Oral communication using a sender-receiver process
   3. Non-verbal communication
   4. Respond to non-verbal communication
   5. Barriers to communication
      1. Language
      2. Developmental Stage
      3. Culture
      4. Perception
   6. Electronic Medical Record (EMR) use in medical practice
   7. Electronic technology in professional communication
   8. Professional correspondence utilizing electronic technology
   9. Accurate pronunciation and correct use of medical terminology
   10. Professional telephone techniques
   11. Telephone message documentation
   12. Feedback techniques
       1. Reflection
       2. Restatement
       3. Clarification
   13. Emergency plan for natural disaster or other emergency
   14. Community Resources
2. Legal Implications
   1. Medical assistant scope of practice and standards of care
   2. Licensure and certification
   3. Types of insurance
      1. Liability
      2. Professional (malpractice)
      3. Personal injury
   4. Worker’s rights and responsibilities
      1. Discrimination
      2. Harassment
      3. Violence in the workplace
      4. Employment issues
   5. Legal and illegal interview questions
   6. Compliance reporting:
      1. Unsafe activities
      2. Errors in patient care
      3. Conflicts in interest
      4. Incident reports
   7. Health Insurance Portability and Accountability Act (HIPAA)
   8. Patient Bill of Rights
3. Ethical Considerations
   1. Theories
      1. Maslow
      2. Erikson
      3. Kubler-Ross
   2. Response(s) to ethical issues
      1. Empathy
      2. Active listening
   3. Individual diversity
      1. Gender
      2. Race
      3. Religion
      4. Age
      5. Economic status
      6. Appearance
   4. Personal and professional ethics
   5. Coach patients
      1. Cultural diversity
      2. Developmental life stage
4. Safety
   1. Professional/Provider Cardio-Pulmonary Resuscitation (CPR)
   2. Documentation of professional/provider level (CPR)
   3. Occupational Health and Safety Administration (OSHA)
      1. Blood borne pathogen training
      2. Disposal of hazardous materials
5. Personal and Professional Advancement
   1. Focus and personal goals
      1. Physical health
      2. Emotional stability and support
      3. Financial sustainability
   2. Self-boundaries
   3. Positive cognitive statements
   4. Self-concept and self-image
   5. Communication for positive results
   6. Behaviors in professional communication
      1. Assertive
      2. Aggressive
      3. Passive
6. Externship Preparedness
   1. Expectations
   2. Roles and responsibilities
   3. Policies and procedures
   4. Follow up and evaluation
7. Employment
   1. Portfolio Development
      1. Academic
      2. Career
      3. Personal
   2. Fundamental writing skills
      1. Chronological résumé
      2. Cover letter
      3. Job application
      4. Interview note
   3. Resources
   4. Job search skills
   5. Interview techniques