Bizmanualz Medical Office Policies and Procedures Sample

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SAMPLE POLICY FROM THE BUSINESS POLICIES AND PROCEDURES SAMPLER
INCLUDES A LIST OF TOPICS AND FORMS

Medical Office Procedures
This Medical Office Policy and Procedures Supplement was developed
to assist medical office managers in preparing a Standard Operating
Procedures (SOP) Manual for their small to medium size doctors’ office.
It can be custom tailored to fit your front office staff and operations. The
content also supplements Bizmanualz core business procedures
manuals for Accounting or Human Resources.
US$ 89.95
How to Order:
Online:
www.bizmanualz.com
By Phone: 314-863-5079
800-466-9953
Email: [email protected]

Improve all aspects of your medical
practice
Easy to understand and implement
9 Medical Office Procedures
9 Corresponding Forms
9 Example Job Descriptions
“How To” Manual Preparation Guide
Written in MS Word and completely
editable



Available as an Instant
download only

Sample Policy from the Medical Office Procedure Manual

Document ID
MDO 106
Revision
0.0
Effective Date
mm/dd/yyyy

Policy:

Title
STAFFING POLICIES
Prepared By
Preparer’s Name/Title
Reviewed By
Reviewer’s Name/Title
Approved By
Final Approver’s Name/Title

Print Date
mm/dd/yyyy
Date Prepared
mm/dd/yyyy
Date Reviewed
mm/dd/yyyy
Date Approved
mm/dd/yyyy

The medical office staff will adhere to certain rules to ensure a
safe and professional work environment. All employees will be
immunized, have CPR training, and arrive for work dressed in a
clean and conservative manner.

Purpose: To explain all important details and rules regarding staffing
policies.
Scope:

This procedure applies to all medical office staff.

Responsibilities:
The Office Manager will be responsible for overseeing the
management of all medical office staff and the overall efficiency
of the office. It is their responsibility to make employee
schedules, handle the finances of the office, handle the overall
maintenance of the office and be the direct contact for any

SAMPLE POLICY FROM THE BUSINESS POLICIES AND PROCEDURES SAMPLER
INCLUDES A LIST OF TOPICS AND FORMS

problems involving the office. They must be efficient, organized
and personable

SAMPLE POLICY FROM THE BUSINESS POLICIES AND PROCEDURES SAMPLER
INCLUDES A LIST OF TOPICS AND FORMS

Procedure:
1.0
1.1

IMMUNIZATION RECORD OF EMPLOYEES
Because of the nature of business conducted at the office, it is of vital
importance to be sure that all employees of the office have
immunization records that are up to date, for the safety of the
employee, co-workers, as well as the patients.

1.2

If the employee needs any immunizations upon hire, these should be
provided free of charge to the employee, as should any subsequent
immunizations that are need to keep all immunization records up to
date.

1.3

These immunizations must be documented and kept in the employee
file.

2.0
2.1

CPR AND BASIC LIFE SUPPORT CERTIFICATION
All employees should be trained and certified in CPR and Basic Life
Support (BLS) techniques. Because it is a medical office, employees
must be prepared for emergencies. A CPR and Basic Life Support class
will provide employees with the necessary techniques needed for
medical emergencies.

2.2

Preparing employees in BLS is important for it may help to save a life.
The class covers such material such as the following:


How to give CPR to adults, children and infants either alone or
with two people.



How to recognize the symptoms of a heart attack.



The medical reasons leading to a heart attack.



Preventive measures that can be taken to prevent heart
problems.



How to check for a pulse.



How to perform the Heimlich maneuver on an adult, child, infant
and yourself.



Plus many more topics that are important.

3.0
3.1

UNIFORM POLICY
Medical office staff are required to be uniquely and easily identified as
an employee of the medical office.

3.2

In order to keep the office looking professional, certain policies should
be followed regarding the appearance of employees. The first step is
to enforce a specified uniform that must be followed by all employees.
This usually consists of white shoes/sneakers, white socks and a
designated color for all clothing. All long hair should be kept tied back
and above the shoulders.

SAMPLE POLICY FROM THE BUSINESS POLICIES AND PROCEDURES SAMPLER
INCLUDES A LIST OF TOPICS AND FORMS

3.3

Any facial hair must be kept neat and trimmed; all earrings should be
kept small and unobtrusive. Clothing must be kept clean and pressed.
The tidier the appearance of all employees, the more comfortable
patients will feel and the more likely they will be to return to the office
for subsequent visits.

4.0

GENERAL OFFICE DEMEANOR
All office employees must remember to treat patients with courtesy at
all times. Office personnel should seem pleasant and helpful to the
patients. A pleasant attitude will keep the patients feeling comfortable
with the office. It is important to remember to treat patients on the
phone with the same courtesy. Patients calling to retrieve test results
are often anxious and nervous. They should be treated reassuringly.

5.0
5.1

OSHA POLICIES
OSHA (Occupational Safety and Health Administration) is a U.S.
governmental agency that concerns itself with the health and safety of
workers. They publish many rules and regulations regarding important
procedures to follow to ensure that the work environment is kept safe
for all employees at all times.

5.2

Employees must be given literature on OSHA and sign forms stating
that they have read all of the information and agree to follow the
procedures therein. These forms will be kept with the employee file.

6.0
6.1

IMPORTANCE OF HAVING AN RN ON DUTY
The office should hire and schedule a registered nurse to be on duty for
every shift. An RN has a higher level of training and will thus be able
to help the doctor perform certain tasks when the office is busy.
Because of their training, RNs are licensed to draw blood-work. If the
office should be running behind, the doctor can finish examining the
patient and then instruct the nurse to draw the blood-work. The doctor
may then see the next patient, thus saving time.

6.2

Another area in which the RN will be able to greatly assist the doctor is
in returning patient phone calls. A large amount of lab results and
doctor reports will come into the office every day. Because of the
restraints of time, the doctor would not be able to call every patient
back, but the nurse can help the doctor return these calls. Because of
the nature of the call, a deeper understanding of medical terminology
is needed. A nurse has the background to handle such a call, whereas
other office personnel may not.

6.3

As the doctor reviews the reports, the results and any comment
appropriate will be documented directly onto the chart. The nurse may
then call the patient with the results that the doctor found. The nurse
can also answer any questions that the patients may have about the
results. Any patient contact must be documented on the patient’s
chart. By having the nurse handle these phone calls, the doctor has

SAMPLE POLICY FROM THE BUSINESS POLICIES AND PROCEDURES SAMPLER
INCLUDES A LIST OF TOPICS AND FORMS

more time to read other test results and had more time to spend with
patients. This keeps the office operating more efficiently.
6.4

An RN can also assist the doctor in that they are certified to give
injections to patients. This can be another area in which the doctor
may save time for the doctor may finish evaluating the patient, give
the nurse instructions as to what injections the patient needs, and then
may move on to the next patient. The nurse must then document the
injection on the patient’s chart.

Revision History:

Revisi
on

Date

0

mm/dd/
yy

Description of changes
Initial Release

Requested
By

SAMPLE POLICY FROM THE BUSINESS POLICIES AND PROCEDURES SAMPLER
INCLUDES A LIST OF TOPICS AND FORMS

MDO106 Ex1 IMPORTANT ABBREVIATIONS
AIDS - Acquired Immune Deficiency Syndrome
BID - Latin abbreviation meaning two times a day
BLS - basic life support
CBC - complete blood count, a blood test that makes a complete count of all
the types of cells in the blood
c/o

- used on patient chart meaning complaining of

CPR - cardio pulmonary resuscitation
CPT - current procedural terminology
Dx

- short for diagnosis

Fx

- short for fracture

HIV - human immunodeficiency virus
Hx

- short for history

ICD-9 -

International Classification of Diseases

p.o. - Latin abbreviation meaning by mouth
Pt

- patient

QID - Latin meaning four times a day
Rx

- Latin meaning prescription

STD - Sexually transmitted disease
TID - Latin meaning three times a day
TSH - thyroid stimulation hormone, also the name of a blood test that tests
the same
Tx

- short for treatment

U/A - Urinalysis

SAMPLE POLICY FROM THE BUSINESS POLICIES AND PROCEDURES SAMPLER
INCLUDES A LIST OF TOPICS AND FORMS

Medical Office Procedures
9 Prewritten Policies and Procedures
1.
2.
3.
4.

New Patient Intake
Front Office Duties
Billing Procedures
Post-Examination

5.
6.
7.
8.
9.

Examining Room Upkeep
Staffing Policies
Office Location
Patient Education
Health Insurance Portability And
Accountability

9 Corresponding Forms and Records
1.
2.
3.
4.
5.

Patient Information Sheet
Payment Policy
Fee Schedule
Medical Supply Order Sheet
Important Abbreviations

6.
7.
8.
9.

Information Referrals
HIPPA Authorization
Notice of Privacy Practices
Patient Records Access

9 Example Job Descriptions










Health Services Administrator
Medical Assistant
Medical Office Manager
Medical Records Administrator
Nurse
Physician
Physician Assistant
Receptionist
Respiratory Therapist

Also includes a “How To” Manual Preparation Guide to help you
develop and implement your company’s policies and procedures
manual.

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