1Disclaimer and Terms of Use
106Petty Cash and Daily Closeout
2Preparing for CMAA Success
107Cash Drawer Balancing
3Understanding the CMAA Role
108End-of-Day Reconciliation
4Clinical Versus Administrative Tasks
109Reporting Financial Discrepancies
5Professionalism in the Healthcare Setting
110Regulatory Compliance and Legal Issues
6About the NHA CMAA Exam
111HIPAA and Patient Privacy
7Eligibility and Application Process
112PHI Protection Rules
8Test Format and Question Types
113Authorization and Disclosure Forms
9Scoring and Retake Policy
114Violations and Penalties
10Structuring Your Study Plan
115OSHA and Workplace Safety
11Creating a Prep Timeline
116Infection Control Procedures
12Practice Exams and Review Strategies
117Personal Protective Equipment (PPE) and Safety Data Sheets (SDS)
13Using This Guide Effectively
118Needle Stick and Biohazard Protocols
14Healthcare Office Fundamentals
119Legal Terminology and Concepts
15Introduction: The Foundation of Medical Administration
120Informed Consent
16Office Administrative Structure
121Subpoena vs Court Order
17Roles Within the Healthcare Team
122Negligence and Malpractice Basics
18Front Desk vs Back Office Functions
123Ethics and Professional Conduct
19Chain of Command in Healthcare
124Ethical Principles in Healthcare
20Office Workflow and Procedures
125Treating Patients with Dignity
21The Purpose of Workflow in Healthcare Settings
126Handling Ethical Dilemmas
22Daily Checklists and Administrative Routines
127Professional Conduct in Healthcare
23Appointment Scheduling Overview
128Professionalism in the Workplace
24End-of-Day Procedures
129Punctuality and Appearance
25Professional Communication
130Communication Etiquette
26Phone Etiquette and Message Taking
131Responding to Feedback
27In-Person Communication Techniques
132Boundaries and Confidentiality
28Conflict Resolution
133Avoiding Dual Relationships
29Patient Intake and Check-In Procedures
134Handling Sensitive Topics
30Verifying Patient Identity: The Cornerstone of Patient Safety
135Protecting Patient Trust
31Photo ID and Demographic Information
136Office Technology and Equipment
32Insurance Card Confirmation:
137Managing Office Devices
33HIPAA Verification and Compliance at Check-In
138Fax, Copier, and Multi-line Phone Systems
34New Patient Registration and Financial Procedures
139Troubleshooting Common Issues
35The Purpose and Importance of Registration
140Maintenance Logs and Repairs
36Consent Forms and Disclosures: Legal and Ethical Foundations
141Computer Use and Data Security
37Medical History and Intake Forms: Capturing Critical Clinical Data
142Safe Login Practices
38Collecting Co-Pays and Deductibles: Managing Financial Responsibility
143Avoiding Phishing and Malware
39Appointment Scheduling, Optimizing Patient Flow and Practice Efficiency
144Secure File Transfer Methods
40Scheduling Guidelines:
145Inventory and Supply Management
41Recall and Follow-Up Appointments: Ensuring Continuity of Care
146Ordering Medical Supplies
42Cancellations and No-Shows:
147Tracking Usage and Restocking
43Telephone Techniques and Triage — Mastering
148Working with Vendors
44Handling Incoming Calls: The Frontline of Patient Interaction
149Medical Terminology for CMAAs
45Greeting and Message Protocols:
150Prefixes, Roots, and Suffixes
46Routing Calls Properly
151Common Healthcare Terms
47Emergency vs. Non-Urgent Calls
152Body Systems Vocabulary
48Outgoing Calls and Follow-Up
153Specialty-Specific Language
49Reminders and Confirmations
154Cardiology Terms
50Prescription Refill Coordination
155Endocrinology Terms
51Lab Result Notifications
156OB/GYN Terms
52Telephone Triage Basics
157Procedural Terms
53Identifying Red Flag Symptoms
158Medication-Related Terminology
54Escalating to Appropriate Provider
159Interpreting Documentation
55Documenting Call Outcomes
160Reading Physician Orders
56Electronic Health Records (EHR) and Charting
161Identifying Lab/Test Results
57Introduction to EHR Systems
162Understanding Chart Entries
58Types of Software Used in EHR Systems
163Scheduling and Managing Appointments
59Access Levels and User Roles
164Types of Scheduling Systems
60Login Protocols and Audit Trails
165Wave Scheduling
61Accurate Documentation
166EMR Scheduling Tools
62SOAP Notes Basics
167Managing Provider Schedules
63Updating Patient Charts
168Balancing Patient Load
64Correcting Errors and Late Entries
169Calendar Coordination
65Data Entry Standards
170Time Blocking and Task Awareness
66ICD and CPT Code Entry
171Technology and Tools
67Allergy and Medication Fields
172Weekly and Monthly Oversight
68Lab Results and Provider Notes
173Follow-Ups and Recalls
69Insurance Fundamentals
174Routine Appointment Reminders
70Types of Insurance Plans
175Preventive Health Tracking
71Private vs Employer-Based Insurance
176Tools and Strategies:
72Workers’ Compensation Basics
177Communication for Preventive Recalls:
73Insurance Verification Process
178Importance to Practice and Patients:
74Eligibility Confirmation
179Missed Appointment Outreach
75Referral and Prior Authorization
180Customer Service and Patient Relations
76Out-of-Network Considerations
181Building Patient Rapport
77Co-Pays and Co-Insurance
182Welcoming Attitudes
78Deductibles and Out-of-Pocket Maximums
183Listening Skills
79Explanation of Benefits (EOB)
184Handling Anxiety and Fear
80Medical Billing and Coding Basics
185Managing Complaints and Conflict
81Medical Codes Overview
186De-escalation Techniques
82ICD‑10 Diagnosis Coding
187Problem-Solving Steps
83CPT and HCPCS Procedure Codes
188Documentation of Incidents
84Modifiers and Common Errors
189Diversity and Sensitivity
85Scenario: Diabetes with Neuropathy Visit
190Cultural Competence
86Scenario: Routine Office Visit with Blood Draw
191Language Barriers
87Developing Your Professional Toolkit
192Assisting Patients with Disabilities
88Claims Process
193Chapter 14:
89Introduction to the Claims Process
194Full-Length Practice Test 1
90Paper vs Electronic Claims
195Answer Rationales and Scoring for CMAA Practice Exam
91Clearinghouses and Rejections
196How to Use This Section
92Timely Filing Rules
197Step-by-Step Explanation Methodology
93Billing Cycle Management
198Domain Scoring Breakdown
94Payment Posting
199Answer Key with Detailed Guidance
95Handling Denials and Appeals
200Interpreting Results
96Patient Billing Statements
201Benchmarking Readiness
97Financial Procedures and Cash Handling
202Identifying Weak Areas
98Collecting Payments
203Study Plan Adjustments
99Co-Pay Collection Protocol
204Practice Test #2 – Simulated CMAA Certification Exam
100Handling Personal Checks and Credit Cards
205Targeted Knowledge Quizzes
101Setting Up Payment Plans
206Test Day Success Strategies
102Managing Accounts Receivable
207Conclusion
103Balancing Daily Receipts
208Launching Your Career as a Certified Medical Administrative Assistant (CMAA)
104Posting Payments Correctly
209Celebrating Your Progress
105Aging Reports and Collections
210Embracing Lifelong Learning