CMAA Certified Medical Administrative Assistant 2025

Overview of course structure, expectations, student resources, and certification roadmap. 

📘 Table of Contents

1. Introduction

2.  Who is a Medical Administrative Assistant?

3. Core Responsibilities

4. Daily Workflow in a Healthcare Setting

5. Career Outlook & Growth Opportunities

6. Skills and Qualifications

7. References

8. Quiz – Test Your Understanding

 

 

The core responsibilities of a Medical Administrative Assistant (MAA) go beyond answering phones and filing paperwork.

A realistic look at a typical day in the life of a Medical Administrative Assistant (MAA). 

Real-Life Challenges in Workflow – Expanded with Soft Skills

Learn the soft skills needed to interact with patients and healthcare teams.

The role of a Medical Administrative Assistant is not only in demand but also offers long-term career sustainability and growth.

Take Quiz

📺 Video Resource:

Title:  HIPAA and Patient Privacy

Learning Objectives

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

1. Explain the purpose and scope of HIPAA.

2. Identify examples of Protected Health Information (PHI).

3. Recognize how privacy breaches occur in everyday healthcare settings.

4. Apply basic strategies for maintaining patient confidentiality.

To excel as a Medical Administrative Assistant (MAA), you need a well-rounded set of both technical (hard) skills and interpersonal (soft) skills.

🧾 Learning Objectives

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

 

1. Define what an Electronic Health Record (EHR) is.

2. Understand how EHRs differ from paper records and EMRs.

3. Identify the key benefits of EHRs to providers and patients.

4. Recognize the role of MAAs in managing and securing EHR systems.

Comparing Private vs. Public Healthcare Systems & Clinic vs. Hospital Settings

 

New patient forms, insurance documentation, and release forms.

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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 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.

🧾 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).

Communications and Professionalism

Emails, Memos and More

This 10-question quiz assesses learners’ understanding of core concepts related to administrative tasks in a medical office environment. Topics include: Patient workflow (from registration to discharge) Insurance verification procedures Charting and documentation standards Scheduling and communication protocols Professional conduct in email, phone, and in-person interactions

Learn how to construct and break down medical terms.

Build and decode terms using body systems as examples.

Practice common terms and medical spellings.

Cardiovascular, respiratory, digestive, and nervous system terminology.

Common shorthand used in documentation and charting.

Overview of patient records, SOAP notes, and filing systems. PDF Download + Short Quiz

Recap of key terminology, spelling, and abbreviations.

Apply confidentiality and charting knowledge to real-world cases. Type: Scenario-Based Quiz

Core Concepts Assessment Comprehensive assessment of Weeks 1–6 materials.

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)

 Introduction to CPT, ICD-10, and HCPCS

Insurance types (HMO, PPO, Medicaid, etc.)

Appointment types & software