This course introduces students to the organizational structure and various types of healthcare environments, including hospitals, physician offices, clinics, and specialty care centers. Students will explore the roles and responsibilities of medical administrative personnel and the flow of patients through healthcare settings.

📘 Course: DTI 301 – Introduction to Healthcare

Credit Hours: 0.5 Semester Credit (8 Lecture Hours)
Phase: 1 – Foundations in Healthcare & Communication
Domains Aligned:

• Healthcare Systems & Facilities

• Administrative Workflow & Roles

• Communication & Professionalism

• Medical Terminology Basics

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🧭 Learning Objectives

By the end of this course, students will be able to:

1. Identify types of healthcare facilities and departments.

2. Describe the roles and workflow of administrative staff in medical environments.

3. Understand patient flow from check-in to discharge.

4. Use appropriate terminology related to departments and roles.

Perhaps you think the U.S. Healthcare System is broken and like many of us, you want change. But we must first understand healthcare before trying to fix it.  In this three-part series, we’ll explore the major healthcare models of the world, how the U.S. fares in comparison, and what changes to make moving forward. This is the Anatomy of Healthcare.

Types of healthcare facilities: hospitals, clinics, urgent care, long-term care

Healthcare providers in the U.S. can be broadly categorized into public and private sectors.

Inpatient and outpatient care represent two fundamental categories of healthcare service delivery, distinguished primarily by the length and nature of patient interaction with a medical facility

In medical administration, clarity in terminology enhances communication and ensures accurate service coordination

Match each healthcare term on the left with its correct definition on the right. You may drag and drop or select from dropdowns, depending on your device. Click "Submit" to view your score. Two attempts allowed.

🎯 Learning Objective Addressed:

 

Students will apply knowledge of facility types and department roles to identify appropriate care settings and describe patient flow in a clinical scenario.

Length: 10 Questions Time Limit: 15 minutes Passing Score: 80% (8/10) Attempts Allowed: 2 Grading: Upon Completion you will get an Email with your grade.

Respond to each questions in the class forum (Q and A).

Hospital Departments and How They Function Are Explained. Learn about: 1) Radiology 2) Interventional Radiology 3) The Cardiac Catheterization Lab 4) The Endoscopy Lab 5) Operating Room 6) Cardiac Stress Testing 7) Lab and Phlebotomy 8) Pharmacy 9) Blood Bank 10) Nutrition (i.e. food for the patient)

This quiz will test your knowledge of hospital departments and your understanding of how they work together to support patient care. Each question has one correct answer. You must score 80% or higher to pass. Good luck! Use the arrows next to the numbers to move between questions. Press Submit upon completion, and you score will be emailed to you. Click the Next button to move to the next lesson after you are done.

Communications and Professionalism

Emails, Memos and More

Phase: Phase 1 – Foundations in Healthcare & Communication
Lesson Duration: 2–2.5 hours
Domain Alignment:

 

• Office Workflow & Scheduling

• Medical Documentation

• EHR Navigation

• Insurance & Communication Procedures

🧭 Lesson Objectives

By the end of this lesson, students will be able to:

1. Describe the daily administrative flow in a physician's office.

2. Identify key documentation and communication tasks performed by medical administrative assistants.

3. Simulate scheduling, check-in, and follow-up tasks.

4. Understand how to handle insurance and patient communication professionally.

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🧾 Topic 1: Opening and Closing Procedures

Overview

Opening and closing routines ensure that the office operates smoothly and securely throughout the day.

Expanded Explanation

• Opening Duties include:

  • Unlocking the building and turning on lights.

  • Logging into EHR and other digital systems.

  • Checking voicemail, email, and fax systems.

  • Verifying that all office equipment—phones, printers, tablets—are functional.

  • Reviewing the daily appointment schedule for the provider.

• Closing Duties include:

  • Ensuring all patient records and charts are updated or properly flagged.

  • Switching phones to voicemail and noting emergency protocols.

  • Securing physical and digital files (HIPAA compliance).

  • Logging out of all systems and locking up the facility.

🧾 Topic 2: Front Desk Workflow (Check-In and Check-Out)

Overview

The front desk is the operational core and patient’s first point of contact, setting the tone for the visit.

Expanded Explanation

 

• Check-In Tasks:

  • Welcome patients warmly.

  • Verify appointment time, patient identity, and insurance.

  • Collect co-pays and necessary forms (HIPAA, consent to treat).

  • Update demographic and emergency contact details.

• Check-Out Tasks:

  • Schedule follow-up appointments.

  • Provide printed visit summaries and billing information.

  • Confirm that clinical documentation and charges are complete.

  • Distribute satisfaction surveys or educational materials.

🧾 Topic 3: Scheduling and EHR Calendar Systems

Overview

Accurate scheduling optimizes patient flow, improves care delivery, and ensures billing compliance.

Expanded Explanation

• Use EHR-integrated calendars to book and monitor appointments.

• Avoid overbooking or conflicts by checking provider availability.

• Categorize appointments (e.g., initial visit, routine check-up, telehealth).

• Send automated reminders via SMS, email, or phone calls.

• Keep logs of no-shows and cancellations; offer waitlist options.

• 🧾 Topic 4: Patient Chart Management and Documentation Protocol

  Overview

  Maintaining accurate and up-to-date charts supports clinical decision-making and protects against legal and billing issues.

  Expanded Explanation

  • Input or update charts with:

    • Insurance cards, ID, and completed intake forms.

    • Consent documents and prior medical history.

  • Upload diagnostic reports, referrals, and provider notes accurately.

  • Ensure all entries are dated, time-stamped, signed, and HIPAA-compliant.

  • Maintain clarity and order within both digital (EHR) and physical charts.

🧾 Topic 5: Referral and Lab Order Tracking

Overview

Managing referrals and lab orders ensures timely diagnostic testing and continuity of specialty care.

Expanded Explanation

 

• Create referrals from provider’s notes within the EHR.

• Contact specialists or labs and coordinate appointments.

• Inform the patient about location, prep instructions, and timelines.

• Track referrals and lab results:

  • Log communications (fax, email, phone).

  • Follow up on missing consults or results.

  • Document every step for accountability.

🧾 Topic 6: Phone Etiquette and Patient Communication

Overview

Effective communication by phone maintains professionalism and reinforces patient trust.

Expanded Explanation

 

• Phone Protocol:

  • Answer within 3 rings using a standardized, friendly greeting.

  • Record the caller’s name, concern, and timestamp.

  • Prioritize and route messages appropriately (e.g., urgent prescription calls vs. billing queries).

• For calls involving protected health information (PHI):

  • Verify identity before sharing.

  • Use secure tools (e.g., encrypted portals or apps).

🧾 Topic 7: Insurance Verification

Overview

Insurance verification prevents denied claims and billing errors by confirming coverage prior to patient visits.

Expanded Explanation

• Use online portals or clearinghouses to check policy status.

• Verify:

  • Eligibility, co-pay, deductible.

  • Service-specific coverage (e.g., radiology, physical therapy).

  • Whether prior authorization is required.

• Log all verifications and keep copies in the patient chart.