Healthcare Office Procedures for the Medical Assistant

I.     Course Prefix/Number: MOA 180

       Course Name: Healthcare Office Procedures for the Medical Assistant

       Credits: 3 (3 lecture; 1 lab)

II.    Prerequisite

Admission to Medical Assistant Program

III.   Course (Catalog) Description

Course introduces the Medical Assistant student to administrative and general healthcare office functions.  Topics included are patient reception, appointment scheduling, clerical functions and bookkeeping procedures, phone etiquette, professional communication and correspondence, preparation and maintenance of medical records and an EHR, confidentiality, and cultural sensitivity in client interactions.

IV.   Learning Objectives

Upon successful completion of this course the student will be able to:

  1. Identify types of office equipment used in a healthcare practice
  2. Identify the supplies and equipment needed for the filing of medical records
  3. Define the role of patient teaching in health maintenance and disease prevention
  4. Identify the steps of the health insurance claim process
  5. Explain the significance of an appointment book and its role in office function
  6. Explain the process of client billing and collecting for services rendered
  7. Explain traditional bookkeeping procedures as they pertain to the healthcare office
  8. Discuss the concepts of effective communication and elements of the communication cycle
  9. Demonstrate professional phone etiquette
  10. Compose different types of correspondence used in a healthcare practice

V.    Academic Integrity and Student Conduct

Students and employees at Oakton Community College are required to demonstrate academic integrity and follow Oakton's Code of Academic Conduct. This code prohibits:

• cheating,
• plagiarism (turning in work not written by you, or lacking proper citation),
• falsification and fabrication (lying or distorting the truth),
• helping others to cheat,
• unauthorized changes on official documents,
• pretending to be someone else or having someone else pretend to be you,
• making or accepting bribes, special favors, or threats, and
• any other behavior that violates academic integrity.

There are serious consequences to violations of the academic integrity policy. Oakton's policies and procedures provide students a fair hearing if a complaint is made against you. If you are found to have violated the policy, the minimum penalty is failure on the assignment and, a disciplinary record will be established and kept on file in the office of the Vice President for Student Affairs for a period of 3 years.

Please review the Code of Academic Conduct and the Code of Student Conduct, both located online at

VI.   Sequence of Topics

  1. Using and maintaining office equipment
  2. Managing healthcare office correspondence
  3. Managing and maintaining office supplies
  4. Managing and maintaining office and patient medical records
  5. Scheduling appointments and maintaining the Physician’s schedule
  6. Reception environment and patient reception
  7. Telephone etiquette
  8. Communication with Patients, Families and Co-Workers
  9. Health insurance billing and coding
  10. Patient billing and collections
  11. Accounting for the healthcare office
  12. Legal and ethical issues in a medical practice and healthcare documentation.

VII.  Methods of Instruction

Course will include lecture, discussion, and in-class activities.

Course may be taught as face-to-face, hybrid or online course.

VIII. Course Practices Required

IX.   Instructional Materials

Note: Current textbook information for each course and section is available on Oakton's Schedule of Classes.

Booth, K., Whicker, L., and Wyman, T., Administrative Procedures for Medical Assisting, 5th Ed.  McGraw Hill, February 2013.

Workbook for above text;
SimChart for the Medical Office by Elsevier:  On-line interactive medical office program.

X.    Methods of Evaluating Student Progress

Evaluation methods will include the successful completion of several class assignments and projects, 5-6 quizzes and a final exam.  A student must pass all related skills required by the Medical Assistant Education Review Board (MAERB) master competencies standardized checklist, in addition to the written work, to pass the class.  A grading rubric will be used to accomplish this.


XI.   Other Course Information

If you have a documented learning, psychological, or physical disability you may be entitled to reasonable academic accommodations or services. To request accommodations or services, contact the Access and Disability Resource Center at the Des Plaines or Skokie campus. All students are expected to fulfill essential course requirements. The College will not waive any essential skill or requirement of a course or degree program.

Oakton Community College is committed to maintaining a campus environment emphasizing the dignity and worth of all members of the community, and complies with all federal and state Title IX requirements.

Resources and support for
  • pregnancy-related and parenting accommodations; and
  • victims of sexual misconduct
can be found at

Resources and support for LGBTQ+ students can be found at

Electronic video and/or audio recording is not permitted during class unless the student obtains written permission from the instructor. In cases where recordings are allowed, such content is restricted to personal use only. Any distribution of such recordings is strictly prohibited. Personal use is defined as use by an individual student for the purpose of studying or completing course assignments.

For students who have been approved for audio and/or video recording of lectures and other classroom activities as a reasonable accommodation by Oakton’s Access Disabilities Resource Center (ADRC), applicable federal law requires instructors to permit those recordings. Such recordings are also limited to personal use. Any distribution of such recordings is strictly prohibited.

Violation of this policy will result in disciplinary action through the Code of Student Conduct.