Transforming Healthcare Operations

Main objectives of this course include understanding the scope of the agent's role; competencies, personal attributes, and ethical principles for agents in the medical sphere; and key concepts in healthcare. By the end of the course, the learner will understand the responsibilities of the agent, the limits of the role, as well as the socio-cultural expectations for agents in North American healthcare.

This course expounds the tenets of the Canadian healthcare system, including funding, general practitioner-centered structure of primary care, specialist care, diagnostics, pharmacies, public health, and sub-specialization of healthcare practitioners. It explains the functions of patient rostering, referrals, requisitions, and prescription types (including new prescriptions, refills, and controlled medications). Importantly, the course aims to cultivate awareness of the healthcare experience from the patient's perspective, with implications for agents' responsibilities. By the end of the course, the learner will understand the key actors and processes within the Canadian healthcare system as they apply to everyday functions of the administrative agent.

This course describes the structure of the US healthcare system, including practitioner types, processes, and the implications of the multi-payer model. It further explains healthcare elements that are unique to the United States, including Medicare, Medicaid, the Affordable Care Act (also known as "Obamacare"), and core concepts and vocabulary associated with private insurance. By the end of the course, the learner will have a contextual understanding of how healthcare is delivered in the United States, with practical implications for remote agents.

This course provides a foundational understanding of HIPAA (Health Insurance Portability and Accountability Act) of the United States and its practical application in medical administrative work. It explains what constitutes Protected Health Information (PHI), who HIPAA applies to, and how compliance is maintained in both onsite medical offices and remote work environments. The course combines regulatory knowledge, including the Privacy Rule and Security Rule, with applied workplace practices, showing learners how HIPAA requirements translate into day-to-day behaviors, safeguards, and decision-making.

This course covers the essential elements of call management, tailored to medical administration. Topics include identifying how patient service is different from typical customer service, telephone etiquette rules, core elements of a medical call, basic call structure and flow, and back-end task management, to ensure consistent service and reduce errors. By the end of the course, agents will have a wealth of practical call handling tools, including a comprehensive call structure model, task prioritization strategies, call handling phrases, note taking best practices, and policies for internal communication. They will be prepared to develop good call habits in on-the-job training.

This course aims to familiarize learners with terminology that is commonly used in the medical setting, with definitions, examples, and common abbreviations. Vocabulary covered includes office terms, insurance terms, body systems, health conditions, symptoms, tests, procedures, medications, and vaccines. By the end of the course, learners, including those who have never worked in a medical setting, will have built a strong vocabulary base to assist patients and other callers in the healthcare field.

This course explains the Ontario-specific rules and regulations pertaining to the age of majority, consent to medical procedures, and entitlement to confidentiality in medical settings as per the Health Care Consent Act and the Substitute Decisions Act. By the end of the course, the learner will be aware of the relevant confidentiality and consent laws in Ontario as they pertain to medical administration.

This course explains the Florida-specific laws governing parental consent in the medical care of minors, including exceptional cases. By the end of the course, the learner will understand how medical care of minors is handled in Florida, with respect to access, consent, confidentiality, and reporting requirements.

This course explains the relevant patient consent and confidentiality laws in New York State, as they apply to different age groups, exceptional cases, and access to the state's electronic record system. By the end of the course, the learner will understand how issues of patient consent, confidentiality, and access to medical records, are handled in New York State.

This course examines how ethical principles guide everyday administrative work in the medical space. It explores vulnerability and risk in the medical context, how it influences patient behavior, and how risk and patient distress can be reduced through communication. Learners also engage with formal professional codes of ethics, including those from the Canadian Medical Association and the American Medical Association.

This introductory course introduces fundamental concepts in pharmacology that are frequently encountered in medical administration in North America. Concepts include different drug names and references, therapeutic and adverse effects, preparations and supplies, and abbreviation methods used in prescriptions. By the end of the course, learners will comprehend basic pharmacology terms as they are used in a medical office setting, facilitating better situational understanding, effective communication, and error reduction.

This course aims to build a basic understanding common health conditions in North America and how they impact the healthcare and the patient experience. By the end of the course, learners will have learned common health and disease concepts along with frequently encountered health and disease terminology. They will be prepared to comprehend and direct communications within the medical setting, in an informed, professional, and compassionate way.