19. Obtaining Employment
INTRODUCTION TO OBTAINING EMPLOYMENT
After graduating from a medical assisting program, most medical assistants must begin the search for their first job. Sometimes the medical office where the graduate did a practicum (externship) asks the student to stay on as an employee. When this happens, it eases the transition from student to employed medical assistant. Because a student cannot count on this, it is important for the new graduate to see the process of learning how to seek employment as just another skill that must be mastered.
Finding a job involves more than simply answering a few newspaper advertisements or responding to one or two help-wanted notices on the school’s career bulletin board. To find the right job, a medical assisting graduate needs to put time and effort into the job-hunting process.
SUCCESSFUL JOB SEARCH
Successful job hunting has two parts. The first is setting appropriate goals; the second is identifying potential employers where those goals might be met.
Setting Goals
Setting goals means identifying the ideal job for a medical assistant’s current circumstances. The medical assistant should ask herself or himself the following questions:
Do I want to work full-time or part-time?
In what area of the country or region do I want to work?
Do I want to work in a city? In the suburbs? In the country?
What are my particular strengths and weaknesses?
Am I interested in working in a particular medical specialty?
Do I have a preference about the size of the organization where I would be happy?
Do I want to specialize in either clinical or administrative duties, or do I want to do both?
Identifying Potential Employers
After a graduate has set goals, it is time to begin identifying potential employers. This is done by viewing online want ads and scanning newspaper ads to see what kinds of positions are being advertised and searching online or looking through the Yellow Pages to see what kinds of practices are in the community where the graduate wants to work. It is important to read carefully, because a graduate may be eligible for positions with different job titles. Many large organizations post job openings internally first. The graduate should ask family or friends who work in such institutions to keep an eye on the internal posting boards.
Larger institutions also often have personnel or human resource departments that keep files of potential employees to give to physicians or department administrators who need to fill a position. When an applicant fills out an application for such a facility, the application will stay on file for a period of time—usually 6 months or 1 year. After that, a new, updated application must be submitted.
During the job-hunting period, it is important to set aside some time each day to look for a job. The more opportunities a graduate explores, the better the possibility of not only finding a job but also finding the right job.
When looking for a job, it is important not to underestimate the importance of networking, contacting friends and acquaintances who may know of potential jobs. A personal network may include former instructors, contacts made during the medical assisting practicum, classmates, and even physicians the medical assistant knows or has worked with. It is important to develop a habit of maintaining professional contacts. Staying in touch, either through occasional telephone calls, e-mails, or meeting for coffee or lunch, provides opportunities to gain both support and information. A contact may call in the future when there is an opening at work or someone has asked for names of potential employees.
Potential employers may use the Internet to do research about job applicants, so when the job search begins, a graduate should use a Web browser and enter his or her own name, looking for both websites and images. Potential employers may look at public information on Facebook, Twitter, other social media sites, and blogs. The graduate should be sure that nothing appears that would prevent an employer from granting an interview. For example, a picture showing the graduate at a party, a comment criticizing the school the graduate attended, or even family photographs can create a negative impression. In addition, employers sometimes do credit checks, so it is recommended to review a personal credit history early in the job-hunting process and take steps to correct any errors.
TOOLS FOR A JOB SEARCH
Preparing a Resume
The primary purpose of a resume is to obtain an interview for an open position. A resume is a summary of information about a person that describes education, work experience, and other information that employers may find pertinent in deciding whether or not to hire an individual.
A resume is often important in making a first impression on a potential employer. It must be neat, professional, and informative. A paper resume looks better if it is printed on high-quality paper. Employers, who often receive several resumes for one position, use the resume to create a list of people with the desired training and/or experience to call in for personal interviews.
A resume should describe a medical assistant’s education, experience, and skills completely, but not in an exaggerated way. If possible, the resume should be limited to one typewritten sheet. If the resume is more than one page, the information that is especially pertinent to the job the medical assistant is applying for should appear on the first page. If a medical assistant is applying for many different types of positions, it may be desirable to have many variations of a resume available, each one slanted toward the requirements of certain positions.
Personal information should not be included on a resume. Information such as marital status, children, and hobbies does not relate to a medical assistant’s credentials for a position. If personal information is included, the effect is most likely to be neutral or possibly negative, providing a reason not to grant an interview. For example, the employer may be afraid that a medical assistant with two or more children may need to be absent if the children become ill.
Resume Styles
In general, there are three styles of resumes: chronologic, functional, and targeted.
A chronologic resume contains a list of formal education, with degrees and certificates earned, followed by work experience (although work experience can come before education in this style). This is the most common type of resume for applicants with limited work experience, or those who are seeking work similar to their present work.
A functional resume categorizes experience according to skills or abilities, some of which may be a result of activities other than paid employment (e.g., volunteer work, unpaid work). A functional resume is useful for an individual who wants to change from one type of work to a different type of work and wants to highlight how particular skills attained in one line of work can be helpful in the new position for which he or she is applying.
A targeted resume organizes information about an individual who has targeted a particular job opportunity in such a way as to highlight the skills and work experiences being called for in the new employment. This type of resume often begins with an employment objective that identifies the type of position the individual is seeking.
Information to Include
The basic pieces of information needed for a resume are personal demographics, objective, education, experience, skills, credentials, and references. A number of computer programs are available for preparing resumes. If a computer program is used, the medical assistant should be sure to personalize the resume. It is also helpful to use some sample resumes as guides. Other samples may be available from the placement office of the graduate’s college or medical assisting program, as well as resume-writing books and websites.
Personal Demographics
Personal demographics include the name, address, telephone number, and e-mail address. This information is usually placed at the top of the resume. The e-mail address should sound professional. If a graduate has been using an email address like “partyanimal@server.com” or if his or her personal e-mail has a link to Twitter or Facebook, he or she should think about creating a new email account for the job search. The message on the cell phone and home phone should sound professional, without a child’s voice or pet name. All identifying information should be large enough and in bold enough type to stand out.
Objective
The objective is a statement of the type of position the medical assistant is looking for. A medical assistant just graduating may be—even should be—flexible about the type of position being sought. If the objective is to obtain an entry-level position as a medical assistant, there may be better ways to use the limited space on a single-sheet resume than stating this as an objective. This becomes a matter of personal preference.
A medical assistant with a more focused goal may wish to use a statement such as “To obtain a clinical medical assisting position in an office specializing in family practice or internal medicine.” A specific objective reassures the potential employer that the candidate is interested in the position he or she is trying to fill, but it can limit the positions for which the candidate will be considered.
Education
The education section includes the institutions attended and degrees or certificates received. These should be arranged in chronologic order with the most recent first. At least one program should be listed with a degree, certificate, or diploma and the year it was received. Usually the high school diploma is included only if the candidate has no higher credential.
When identifying a school or program, the anticipated graduation date can be included if the resume is prepared before the medical assistant graduates (e.g., A.S. in Medical Assisting, anticipated June 20XX). After graduation, the resume should be revised before it is sent to other potential employers.
It is also appropriate to include the grade-point average (GPA) if it is above 3.0 and any honors or awards received from the educational institution, such as Dean’s List.
Previous Experience
In the section on previous experience the following are included:
The job title
Years of employment
Employer’s name
The town and state in which the work was performed A new graduate may wish to present information about
previous experience in two sections, titled Related Experience and Other Experience. The medical assisting practicum (externship) can be included under the heading Related Experience, but if the section is titled Work Experience, only paid employment should be included. Most employers do not like to see gaps in a work history, which might reflect jobs that the applicant does not wish to acknowledge. If the applicant has been a homemaker, it is recommended to
Susan Anderson 2314 May Avenue Western, OH 44770 (490)111-1555
OBJECTIVE
To obtain an entry level position as a clinical medical assistant. EDUCATION/CERTIFICATION
Associate in Science, Western Community College, Western, OH June 2020
Major: Medical Assisting GPA: 3.5
RELATED EXPERIENCE
Medical Assisting Externship (160 hours), Western Medical Associates, 2020
Western, OH
Prepared patients for examination, took vital signs, patient history and chief complaint
Performed diagnostic tests including throat cultures, rapid strep test, ECG’s, dipstick urinalysis
Answered telephones, filed, scheduled appointments and validated insurance coverage
Entered patient information, patient charges and payments and insurance payments in the computer
Home Health Aide, Medical Home Care, Newtown, OH 2008-2011
OTHER EXPERIENCE
Cashier, Western Supermarket, Western, OH 2007
SPECIAL SKILLS
Fluent in Spanish
Keyboarding 45 wpm
Microsoft Office, MediSoft, Practice Partner EMR CERTIFICATIONS
Certified Medical Assistant: August 2011
BLS Healthcare Provider Level and First Aid April 2011
Chronologic resume of a recent graduate.
include the years devoted to this under Other Experience. Any volunteer work can also be included.
For each position or type of experience, a short summary of responsibilities should be included. If the experience was in health care or medical assisting, more details should be included than for other jobs or experience. For example, more details should be included about specific responsibilities as a home health aide than as a cashier. Action verbs should be used in the description of previous experience (Figure 50-4). Any special achievements or projects should be included (e.g., setting up an electronic tickler file in a previous job as a secretary).
When preparing the descriptions of previous experience, the medical assistant should use one of two styles consistently. Either can be written in sentence form or as a list with bullets.
Describing Responsibilities Using Verbs in the Past Tense
Example in Sentence Form. Measured vital signs, prepared patients for examination, posted charges and payments, sent monthly bills, etc.
Example in Bullet Form
Measured vital signs
Prepared patients for examination
Posted charges and payments
Sent monthly bills
Describing Responsibilities Using Participle Form of the Verb
Example in Sentence Form. Responsible for measuring vital signs, preparing patients for examination, posting charges and payments, sending monthly bills.
Example in Bullet Form. Duties included:
26 Gillian Street Western OH 44770 (490) 111-2728
Patricia A. Seychelles saycheMes@anyserver.com
OBJECTIVE
To obtain a challenging position as a medical assistant that will utilize my skills and training
EDUCATION
Certificate in Medical Assisting, Shamrock Institute, Western, OH May 2011
SKILLS
Developed clinical and medical assisting skills during classes and medical assisting externship at Western Medical Associates.
Able to use computer programs including Microsoft Word, Microsoft Excel,
MediSoft v. 16, Practice Partner EMR
Managed, implemented and coordinated multiple activities and schedules for family members
Able to plan events for large and small groups COMMUNITY ACTIVITIES
Chairperson of public library committee responsible for obtaining feedback from local community
Volunteer for the DARE program at Western Middle School
Secretary of the Western Women’s League 2007-2009 responsible for secretarial duties, keeping the financial records and fund raising
CERTIFICATIONS
Registered Medical Assistant: August 2011
BLS Healthcare Provider Level and First Aid April 2011
EMPLOYMENT
Package Sorter United Parcel Service, Western, OH 2002-2003
Figure 50-2 Functional resume of a woman who stayed home with children for several years before training as a medical assistant.
Measuring vital signs
Preparing patients for examination
Posting charges and payments
Sending monthly bills
Special Skills
The special skills section describes skills learned in an education program that may not be reflected in any direct experience, or that are usually not included in a medical assisting program. These may include computer skills with particular programs, ability to perform specific diagnostic tests, or knowledge of or fluency in a language other than English.
Activities and Other Credentials
In the section on activities and other credentials, the medical assistant may include certification as a CMA (AAMA) or RMA, memberships in professional organizations such as the American Association of Medical Assistants (AAMA) or the American Medical Technologists (AMT), and any other certifications or credentials including cardiopulmonary resuscitation (CPR) and/or first aid. Membership in community service organizations or disaster relief efforts may be included as well. Lists of unrelated activities, hobbies, and interests should not be included on a professional resume.
References
Traditional resumes always included the following statement: References will be furnished on request. This statement is considered optional on a modern resume because it is assumed to be the case. Actual references are not listed on the resume because the goal is to be interviewed before the potential employer checks any references. After the interview, the medical assistant provides a list of references with contact information. Before using someone’s name as
John Davidson 16 Carriage Way Western, OH 44770 (490) 111-3235 airman@anyserver.com
OBJECTIVE
To obtain a position as a medical assistant or administrator in an emergency care setting with both clinical and management responsibilities.
SUMMARY
More than ten years of providing professional military and civilian health care, specializing in emergency treatment, supervision of personnel, physical examination, and health awareness training.
Received qualifications from the U. S. Navy as Medical Assistant (MA), Nursing Assistant (NA), Emergency Medical Technician (EMT), Emergency Vehicle Operator (EVO) and Emergency Medical Dispatcher (EMD)
Able to assist with and supervise personnel assisting with occupational, preventative, and emergent medical examinations, ECG’s, and emergency procedures
Able to facilitate hospital admission and maintain medical records
Provided instruction in personal hygiene, preventative care and sanitary conditions
EMPLOYMENT
United States Navy
Hospital Corpsman First Class, Naval Air Station, Harbor Bay, OH 2004-2011
Hospital Corpsman Second Class, Naval Air Station, Seal Beach, CA 1999-2004
OTHER CREDENTIALS
Instructor: Emergency Medical Technician (EMT-B)
Instructor: American Heart Association BLS Advanced Life Support (ACLS) provider
EDUCATION
Attended Western Community College from 1998-1999 taking general education courses and introductory health courses.
Figure 50-3 Targeted resume of a man who received health care training in the Armed Services.
| administer | distribute | process |
| analyze | document | proofread |
| arrange | establish | propose |
| assist | file | purchase |
| authorize | instruct | reconcile |
| balance | list | run |
| calculate | log | schedule |
| classify | send | |
| code | measure | set up |
| collect | monitor | sort |
| compose | order | stock |
| contact | organize | teach |
| coordinate | perform | write |
| copy | post | |
| develop | prepare |
a reference, the medical assistant should be sure to get that person’s permission. It is also polite to call individuals whose names have been used so that they can be ready to receive a phone call or written request for a reference.
For references, a medical assistant who has recently graduated should choose a balance of instructors, practicum supervisor, other job supervisors, or co-workers from volunteer activities. It is not recommended to use friends or family for references. Sometimes the individual who will be used as a reference gives the medical assistant a letter that can be shown to a potential employer. More often, the potential employer contacts the individual given as a reference after interviewing the candidate.
Formatting the Resume
The resume should be formatted with at least 1-inch margins. It is important to lay out the resume so that it looks balanced on the page with clear sections of information. After the resume has been created, it should be proofread carefully. Spelling and grammar errors are unacceptable. A single spelling or grammar error may prevent a potential employer from offering an interview.
Often, the resume is sent as an e-mail attachment or attached to an online job application. If the resume will be sent through the mail, it should be a printed original, not a photocopy. It makes a good impression if a stationery- weight paper is used, which is slightly heavier than ordinary printer paper. Because medical assistants work in a fairly conservative segment of the job market, it is important to avoid using colored paper, unusual type fonts, or flashy formatting for the resume.
Writing a Cover Letter
A cover letter is a letter sent with a resume that explains briefly why the resume is being sent. The cover letter clarifies whether the medical assistant is responding to an advertisement, has been referred by another individual, or is simply inquiring about possible job opportunities.
If sent through the mail, the cover letter should use the format for a business letter and should be printed on the same color paper as the resume. If possible, the medical assistant should call the office to find out the name of the office manager or other individual responsible for hiring medical assistants. If sent online with a resume, the letter should be addressed to the human resources department.
The letter should begin with the reason for writing the letter and sending the resume. This should be followed by a brief summary of the position being sought and the candidate’s qualifications for filling that position. The final paragraph should be a request for an interview.
Each cover letter should be personalized because this is the first thing the potential employer will see. Of course, it should not contain any grammar or spelling errors. The reader should be referred to the resume for details (Figure 50-5).
The medical assistant should keep a copy of all cover letters. The results (interview, second interview, job offer) can be written on the copy or on a separate log that keeps track of responses to all letters sent out.
Sending the Resume
It is recommended to send resumes in 9 X 11-inch manila envelopes so that they do not need to be folded. If using a standard No. 10 business envelope, its color and weight should match the paper used for the resume and cover letter if possible.
Increasingly, it is possible to respond to job openings using the Internet or to fax a resume to an office. A cover letter is still recommended.
2314 May Avenue Western, OH 44770 September 5, 20XX
Diane Wells, Practice Manager Medical Practice Associates 525 Main Street Western, OH 44770
Dear Ms. Wells:
I am sending you a copy of my resume in response to your advertisement for a medical assistant in the Western Daily Item. As you will be able to see, I have recently completed an Associate’s degree in Medical Assisting at Western Community College.
As part of our training, I was placed in an externship for 160 hours, and I was able to practice the skills that I learned in my training program. I have also passed the national certification exam in medical assisting given by the American Association of Medical Assistants.
I hope you will contact me at (490) 111-1555 to schedule an interview for this position. I am looking forward to hearing from you.
Sincerely,
Susan Anderson, CMA (AAMA)
Putting It All into Practice
My name is Deanna Taylor, and I took the CMA (AAMA) examination in June of the last year that they gave a pen-and-paper examination. During the time that I was waiting for my examination results, I went on six job interviews.
I was hired in my present position 3 weeks before I found out that I passed the examination. The combination of searching for my first medical assisting job and hoping that I had passed the certification examination was very stressful. Current graduates are really lucky to take the examination online and get a preliminary report the same day.
I was looking for a position in obstetrics and gynecology, but I sent a resume for every medical assisting job that I saw. That turned out to be good because I had a much better idea of what different offices were like, and I became more comfortable in the interview itself. When I first walked through the door of the office that hired me, I felt comfortable. I knew that if I were a patient, I would trust the staff because they were friendly but professional. This office does specialize in obstetrics and gynecology, so I was lucky enough to find exactly the position I had hoped for.
I was interviewed by the practice manager, a woman who works with several medical practices affiliated with a local hospital. We discussed my experience and the position. Later she called me back for a second interview to meet with the physicians and office staff. After that, she offered me the position. I was very excited, and I have to say that it has turned out very well. Even though I have been here for several years, it seems that there is always a new challenge and something new to learn. ■
The advantage of a faxed or e-mailed resume and cover letter is that the material arrives quickly, often within minutes of making a telephone inquiry. The disadvantage is that a fax or a printout of an e-mail does not look as crisp or professional as a mailed resume and cover letter.
A few days after a mailed resume should have arrived, a job applicant may call to see if the material did, indeed, arrive. At this time it is appropriate to ask if the person doing the hiring has an idea about the time frame in which a hiring decision will be made. However, a job applicant should not call again after that, to avoid appearing too aggressive.
Filling out an Employment Application
Most medical facilities require a completed job application in addition to a resume. In large facilities, it may be necessary to complete the application before an interview is scheduled. In smaller offices, the application may be filled out at the time of the interview.
It is important to keep a list of information needed to fill out the job application. This includes the name and address of previous employers, dates of employment, names and telephone numbers of supervisors, as well as the names, addresses, and telephone numbers of references. Any letters of reference should be brought to the interview so that the facility can make copies to attach them to the job application.
The medical assistant should answer all questions fully and truthfully on the application. If filling the application out by hand, the medical assistant should print legibly. All questions should be answered. It is not appropriate to refer the reader to the resume. If a question does not apply, the medical assistant should write N/A or Not Applicable.
If the application asks for the reason for leaving a previous position, the medical assistant should avoid making any negative statements about the employer or supervisor. Common reasons for leaving are returning to school, relocation for a spouse’s job, end of a temporary position, or exploration of new career options.
Some health care facilities may require applicants for medical assisting positions to take a keyboarding test or other skills test before an interview is granted.
What Would You Do?
Case Study 1
Deanna was supervising a medical assisting student named Andrea in her office. Andrea had been working as a cashier at a local supermarket since graduating from high school. She had never been employed in a health care setting. At the time Andrea wrote her resume, she was finished with her practicum and her graduation date was only 2 weeks away. She had had many responsibilities at the practicum, but there were some skills she had learned in school, such as spirometry, that were not done where she was placed. Andrea said, “On my resume, I put that my practicum was work experience, because I have really been working here for several weeks.” ■
Applying for Employment Using the Internet
The medical assistant may use on online employment website (e.g., Monster.com) to create a résumé, use that résumé to apply for open positions, and also post the résumé on the Web for potential employers to view it. The résumé that is created can be saved as a document file and used to apply for other positions. Many employers also advertise for medical assistants and accept applications using their own websites. When looking for employment, the medical assistant should visit the websites of potential employers, review job postings, and submit an application online if a suitable position is open. By networking with other students, instructors, and friends, the medical assistant can identify online resources that others have used successfully.
GETTING THE JOB
Interview Techniques
An employment interview provides a potential employer with an opportunity to assess a candidate’s interpersonal and communication skills and preparation for a position in the medical setting. The interview also provides the medical assistant with a chance to assess the potential employer. The questions asked, the flow of the discussion, and the tour of the facility help the medical assistant decide whether the position fits appropriately with his or her work style and personality.
In order for a job to be offered, the medical assistant must do well in the interview. Often a candidate whose skills appear excellent on paper does not create a positive impression during the interview. The key for the employer is to find the person who seems to be the best fit for the position.
It is important for a medical assistant to accept any job interview offered, even if the position does not seem ideal. The more interviews a new graduate goes on, the more comfortable the job interview process becomes. It is not appropriate, however, to accept more job interviews after a position has been accepted.
Preparing for the Interview
Before the interview, the medical assistant should try to find out as much as possible about the practice or facility. Information can be obtained by talking to someone who works there or a patient of the office, if possible. The medical assistant should ask friends and other contacts if they know anyone with information about the potential employer.
Many medical offices have a website that describes the practice. The medical assistant should enter the name of the practice and/or physician(s) into a search engine. If the practice has a website, it will probably include the names of the physicians and other practitioners, the philosophy of the practice, and other background information. If the office is small, it may only be possible to locate telephone and address information. This may indicate that the office is not using as much modern technology as some other offices.
When the interview is arranged, the medical assistant should find out whether one person or a committee will conduct the interview, and if one person, the name and position of the individual.
The medical assistant should ask if there are any particular things that the interviewer(s) would like to know and if any background materials should be brought to the interview.
Appearance and Behavior
As always, a professional appearance is important. A female medical assistant should wear tailored, professional-looking clothing, such as a suit or blouse and skirt or dress slacks. Denim skirts, denim jeans, shorts, and mid-calf pants are not appropriate for an interview. Long hair should be worn pulled back and off the collar, as it would be when working as a medical assistant. It is recommended to avoid bulky jewelry, avoid false nails and visible piercings, and present a tailored appearance. For an interview the medical assistant should avoid sandals or athletic shoes and never wear flip-flops. A male medical assistant should wear a suit or dress slacks and sports coat or blazer, with a dress shirt and tie. Hair, including any facial hair, should be clean and neatly trimmed.
It is important to maintain good posture and look alert during the interview. The medical assistant should sit comfortably without slouching and avoid fidgeting or displaying nervous habits. At the same time, the medical assistant presents a better impression if he or she is relaxed and natural instead of reserved and stiff. The interviewer is looking for an individual who interacts well with patients and can make them feel at ease. If a job applicant smiles and makes conversation easily during an interview, it is likely that he or she will be comfortable with patients. A job applicant should never chew gum during an interview. Before the interview, the applicant should turn off his or her cell phone. It is useful to have a pen and notepad handy in order to make notes. It is also helpful to write down questions that might be encountered in future interviews, in order to practice answers before the next interview.
Questions That the Interviewer Should Not Ask
Interviewers are not supposed to ask questions that do not relate to the position, including marital status, number of children, and age (unless there is a legal age requirement as part of the job). If the interviewer asks a question about any of these things, the medical assistant should try to identify or respond to the underlying concern without directly refusing to answer the question.
Interviewer: “How many children do you have?”
Applicant: “Are you concerned about my ability to be dependable?”
What Would You Do?
What Would You Not Do?
Case Study 2
When she was looking for a job, Deanna got lost on the way to an interview. The office was located about 30 minutes from her home. Deanna had allowed plenty of travel time, but she took the wrong turn off the highway and didn’t realize it until she had gone almost 10 miles in the wrong direction. When she realized she was lost, she knew that backtracking would make her at least 15 minutes late.
Discussing Salary and Benefits
Specific salary is usually not discussed until a job is offered. But it is common for a salary range to be discussed. If the interviewer does not state the salary range, it is acceptable to ask about it as the interview is winding down. Asking about the salary range early in the interview may give the impression that money is the most important thing about the job. Failing to ask about a salary range may be interpreted as lack of interest.
It is also appropriate to ask a general question about benefits, such as how long an employee must work before becoming eligible for the benefits package and if health insurance is a benefit. It is customary not to ask specifically about vacation, sick days, and personal days until a job offer has been made.
When a position is offered, a discussion of salary and benefits helps the medical assistant make a decision about whether or not to accept the position. If the salary seems low or is less than the medical assistant currently earns, it is appropriate to ask about the specific time frame when performance will be reviewed and a raise will be possible.
Often, especially in larger facilities with rigid salary structures, a position is limited to a particular salary range. It is important to be sure that the salary is adequate to meet expenses before accepting the position. Usually an applicant can ask for 24 to 48 hours to consider a job offer.
Asking Questions
A good interviewer will ask a candidate at the end of the interview if he or she has any questions. The medical assistant may ask about who supervises the position, may ask the interviewer to clarify the job responsibilities, and/ or may ask about the availability of training programs in-house or financial support for outside training or college courses. It is helpful to come to the interview with three or four written questions. If these were answered during the interview, the medical assistant can look over the list and say that it seems as though all his or her questions have been answered.
Determining the Timeline for Filling the Position
If the interviewer or lead interviewer in a committee does not state the employer’s time frame for making a decision about filling the position, this is an important question to ask. Employers know that people must seek employment at many facilities, and most are willing to get back to applicants who have been interviewed within a few days.
Follow-up after an Interview
Although it may seem old-fashioned to write a written thank-you note after a job interview, most potential employers will be favorably impressed by this courtesy. It also provides an opportunity to include any additional information requested at the interview. See Figure 50-7 for a sample follow-up letter.
If the interviewer has not responded by the date expected, the medical assistant may telephone to ask if the position has been filled.
Highlight on Responding to Questions
Based on previous experience at interviews and suggestions from friends about their experiences, the medical assistant should try to prepare for questions the interviewer(s) will ask. Although it may seem awkward, it is helpful to practice answering sample interview questions out loud with friends, family, or a roommate. Several common interview questions and potential answers are presented in the following discussion.
What can I tell you about my organization?
It is always important to have questions prepared. The medical assistant might ask about the history of the office or clinic and/or how long it has been in its present location. He or she should have found out how many physicians work there and what specialties are represented, but could ask how many medical assistants are employed.
What was your favorite subject in school?
The answer is more powerful if it demonstrates enthusiasm and has some relation to the position being applied for. Math, English, science, computer courses, and medical assisting courses are good answers. If a job applicant says that poetry was her favorite subject, the interviewer may wonder if medical assisting is the applicant’s real interest.
Why did you choose to study medical assisting?
People who choose this field are usually interested in health, like people, like a job where they can be active, and believe that preventive care and early diagnosis are important components of health. This question also gives the medical assistant an opportunity to demonstrate enthusiasm and caring.
What courses did you like least in school?
It is better for the medical assistant to name one course and describe it as “difficult” or “challenging” (even if that does not directly respond to the question) instead of giving a long list of subjects that were boring. It is important to avoid looking like an individual who is uninterested in subjects that may relate to the job and also to avoid complaining or speaking negatively.
What campus activities did you participate in? What did you learn from them?
The medical assistant can prepare by thinking of an interesting extracurricular activity he or she has participated in, even if there was not time to be a member of any club or organized activity in school. If the medical assistant worked for several hours while going to school, he or she might say so while identifying a hobby: “I worked as a cashier several hours a week in order to help pay for school, so I had to
Highlight on Responding to Questions—cont’d
leave school right after class. But I am working with a classmate to arrange for some of our graduates to get together monthly because I think that it would be too bad to lose contact with the friends I made in school.”
Describe your responsibilities when you worked for XYZ Company.
The medical assistant should identify his or her responsibilities, being sure to emphasize any special projects, promotions, or leadership roles. A medical assistant often has a part-time job while going to school, with some extra responsibility, such as opening or closing, training new employees, or rotating to different departments. If handling money was a job responsibility, it should be mentioned because it indicates reliability.
What types of problems have you encountered in your jobs? How did you handle them?
The medical assistant should think of an example of a problem that might occur in a medical office, such as an angry or unsatisfied customer, telephones ringing off the hook, work backing up, and being overwhelmed at first. When discussing the problem, it is important to provide a realistic solution and explain how problem solving occurred.
What would your instructors or previous supervisors tell me about you if I were to call them?
The medical assistant should identify his or her positive attributes and practice saying them calmly, even if it seems like bragging. “They would say that I work hard,” “I am organized,” “I catch on quickly,” “I am good with people,”
and “I try hard to be accurate” are some examples. In an effective interview, the job applicant puts his or her best foot forward without exaggerating or distorting the truth.
What are some of your weaknesses or areas you need to work on?
The medical assistant should think carefully about weaknesses that may be seen in some lights as positive, or weaknesses that everyone is subject to. Being a perfectionist, not liking to miss work for illness, and double-checking all work to be sure it is correct are examples of weaknesses that employers usually like. Being nervous in a new situation, becoming frustrated when there isn’t enough time, and hating to see others sitting around when there is much work to do are traits common to many people. If a medical assistant is shy and reserved, this is a good opportunity to state that he or she is not always outgoing in new situations, but that it doesn’t take very long to feel comfortable and open up more.
What are your long-term goals? or Where do you plan to be in 5 years?
The prospective employer is trying to get a sense of how long the applicant plans to stay in the position if hired. In many areas, turnover of medical assistants is rapid, but an employer would like to be able to count on at least 2 years. If the medical assistant will be returning to school within 6 months, he or she should say so and identify whether parttime work would be possible at that time.
2314 May Avenue Western, OH 44770 September 18, 20XX
Diane Wells, Practice Manager Medical Practice Associates 525 Main Street Western, OH 44770
Dear Ms. Wells:
I wanted to thank you for the opportunity to interview with you last week for the position of medical assistant. It is clear that your practice provides high quality care to patients. After meeting with you, I know that I would be glad for the opportunity to join your team.
I will wait to hear from you in about a week as we discussed. Please feel free to contact me at (490) 111-1555 or by email (S.Anderson@anyserver.com) if you have any questions. Thank you again for your time and consideration.
Sincerely,
Susan Anderson, CMA (AAMA)
LIFELONG LEARNING
The field of health care is becoming more complex all the time. It is important for every member of the health care team to constantly improve his or her skills and stay up to date on new techniques in his or her field. To provide high- quality patient care, every member of the health care team must engage in lifelong learning.
Staying Current
Medical assistants must keep their skills current. This means keeping abreast of new techniques, as well as learning how to use the latest technology.
Administrative Skills
On the administrative side, computer software is constantly being updated. This includes operating systems and all programs used routinely in the medical office. Training to use updated versions of operating systems, word processing programs, or other general programs is often available online or through classes. If the office switches to an updated version of office management programs or an electronic medical record, the software company often provides training for office personnel.
Another area that requires constant updating relates to changes in coding and insurance claim submission. The medical assistant should read updates and attend classes as needed to keep skills current.
Clinical Skills
On the clinical side, it is important to learn to use new diagnostic or laboratory equipment. When a new piece of equipment is purchased, training should be arranged for all staff who will use it. The medical assistant must also stay current on new medications. Pharmaceutical representatives leave informational materials for the physician, and the medical assistant should make a point of reading this information.
Preparing for Increased Responsibility
The medical assistant may be trained to assist with special procedures. The medical assistant may be sent to an outside training program at office expense, or the physician or other staff member may provide the training. It is important to pay close attention during the training and take notes to be sure that all information is retained.
The medical assistant may also be given some responsibility to supervise other staff members. Classes or workshops in supervision, appraisal, conflict management, or other subjects may be helpful to ease this transition.
Avoiding Burnout
Burnout is a constant worry, especially for those in repetitive, high-stress jobs. Burnout is a term that has come to mean disillusionment with work and physical or emotional exhaustion. It is characterized by a loss of interest or enthusiasm and energy about work.
A person experiencing burnout may exhibit behavioral changes as well, including increased irritability, inability to empathize with patients, chronic fatigue, and poor relations with co-workers. Job burnout can be a precipitator for clinical depression and must be dealt with as a medical issue rather than a disciplinary problem.
Loss of enthusiasm at work may also result from factors outside the job. If an individual’s life is out of balance, or if the individual is having problems with relationships within the family, he or she may not have the necessary energy to expend at work. This may appear as depression or burnout.
If a medical assistant arrives at the point where job burnout is a concern, it is important to take action. If possible, the medical assistant should reduce the hours of work, even if only for a 3- or 6-month period. Increased social activities, increased exercise, and focusing on physical and mental health can foster a more positive physical and emotional state. The medical assistant should try to find a hobby to help “decompress” from work.
Sometimes burnout is not recognized until the problems have progressed to such a degree that professional intervention is necessary. The individual with severe burnout may need counseling, therapy, or a job change; and if the individual has developed a substance abuse problem, he or she may even need inpatient rehabilitation. Many large facilities have in-house employee counseling.
What Would You Do?
What Would You Not Do?
Case Study 3
After 6 months at the obstetrics and gynecology office where she was first hired, Deanna began to wish that she had more contact with other medical assistants to discuss job-related issues. The other medical assistants in her office seemed to be busy with their families, and they didn’t socialize at all after work. Deanna wished that she knew more about new trends, new medications, and new technology. She had joined the American Association of Medical Assistants when she graduated, but there didn’t seem to be an active chapter in her area. ■
Professional Organizations and Peer Support
The AAMA and the AMT are professional organizations for medical assistants. Even if a medical assistant has not obtained certification, he or she can become a member of an active chapter of one of these organizations. Through local and national meetings and workshops, medical assistants are able to enter a network of peers with whom they can share and from whom they can learn. They can also obtain insurance at reasonable cost, professional journals, and other sources of information important to the profession.
For an annual membership fee, many benefits are available, including the following:
Peer support
Continuing education programs
Legislative advocacy on issues important to medical assistants
Publications and/or newsletters with information related to the profession of medical assisting
Legislation Affecting Medical Assistants
Professional organizations are able to advocate for pending state and federal legislation that may affect the medical assisting profession. Changes in legislation require actions by many people. In some states, issues for medical assistants arise from actions taken by other professionals to define legally who may perform certain procedures. As a result of such actions, medical assistants may not take radiographs in most states, and they may not be permitted to administer injections or draw blood, depending on the state.
A future task for the medical assisting profession will be to organize and help draft legislation giving medical assistants the right to perform in the workplace all skills for which they have been trained. This can best be accomplished by working with the national professional organizations and their state chapters.
Deanna Taylor: The biggest difference between externship and employment is that it takes more effort to stay enthusiastic about showing up every day. When I was in the externship, everything was new. I was always excited to go because it seemed like there was a new experience every day. Now that I have been working for a few years, there are many days that seem very routine. There are new experiences, but I have to remind myself to notice them. One way that I have found to stay fresh and focused is to volunteer to be on committees to gather information or to plan the implementation of new equipment or new software. For example, we purchased three new meters for glucose testing a few months ago, and I volunteered to make a poster showing how to use the meters and to work with each staff member to make sure they were doing controls correctly. I also have been taking a general business course at night for the past month. I notice things at work that I never would have before, and I am now planning to take more courses in health administration or business administration. When I was in school, all I could think of was graduating and getting a job, but now that I am a medical assistant, I realize that my career is just beginning. I realize that I am personally responsible to find a way to keep my career rewarding and satisfying. ■
Continuing Education Units
A continuing education unit (CEU) is a standard measure of qualified instruction as defined by a specific profession. Most health professions require a certain amount of continuing education for licensure or certification renewal. CEUs or contact hours of instruction are required for recertification as a CMA (AAMA) or RMA. The medical assistant should keep a file with the paperwork acknowledging attendance at classes or workshops, together with the CEU credits or contact hours approved for them. With the constant change in the medical field, it is not merely important but necessary to keep skills up to date, attain new skills, and obtain new information about professional practices.
Medical assisting contact hours and CEUs can be obtained from education programs that have been approved by the particular certifying agency. These education programs may be given through the state and national organization, through other educational institutions, or through home or online study programs.
PLANNING FOR JOB ADVANCEMENT OR CAREER CHANGE
One of the best ways to avoid job burnout is to chart a course of career advancement.
Advancing to Management
If a medical assistant enjoys the administrative part of medical assisting, there are many opportunities to find a management position within the health care industry.
The larger the facility, the more the administrative and management tasks are broken into discrete parts, and the more management and administrative staff are in demand.
If a medical assistant is currently working in such a facility and would like to move up the management ladder, he or she should ask about the possibility of rotating through the various departments to gain experience in finance, billing, marketing, public relations, or any other department. If the medical assistant is working at a small facility or private practice, he or she should take the opportunity to learn about every job within the practice. This makes the medical assistant more versatile and more valuable as an employee. After gaining supervisory experience in a smaller facility, the medical assistant may wish to move to a larger facility.
Business courses or formal education in health administration is invaluable. A number of colleges have both bachelor’s and master’s degree programs in health care administration. A degree in public administration or business management would also be appropriate.
Upgrading Technical and Clinical Skills
In order to advance to a position of greater responsibility on the clinical side, it will probably be necessary to obtain more formal education. After a few years of experience, a medical assistant who wishes to remain in an outpatient setting might consider enrolling in a formal education program to become a physician’s assistant, a registered nurse, a medical technologist, or an x-ray technologist.
The opportunities become broader if a medical assistant wishes to work in a hospital or rehabilitation center. The medical assistant should talk to various health professionals and explore several potential career options. Obtaining financial support for additional education may be a concern. The medical assistant must decide if financial support is available to pursue further education full-time. For most candidates, it will be necessary to continue working either part-time or full-time at their present positions. Many employers encourage education and pay all or part of an employee’s education costs.
Transferring Skills
Over time, the medical assistant may have built up skills that would make it possible to find a position in a field such as computers, insurance, the pharmaceutical industry, or medical equipment sales. If a medical assistant develops a strong interest in one of these areas, he or she should develop contacts, gather information, and develop a strategy for making a lateral career move.
This discussion would also not be complete without a word about the enormous rewards that can come from teaching—transferring knowledge and abilities to others who would like to become medical assistants.
With a medical assisting degree or certificate, a certified medical assistant may be able to get some work teaching a specific class related to medical assisting skills. A medical assistant who is interested in teaching should speak to the director of the program where he or she trained about teaching opportunities.
In order to teach full-time, in addition to maintaining certification, the medical assistant should obtain a bachelor’s degree and master’s degree in a health care field, or in education. Depending on the financial resources available from a spouse or partner’s income, family assistance, or scholarships and loans available, this may be as a part-time or full-time student.
MEDICAL PRACTICE and the LAW
Under the federal Equal Opportunity Employment laws, it is illegal for a company to discriminate in hiring practices on the basis of race, sex, religion, national origin, or age. Potential employers may ask questions related to job performance, but they should not ask any questions that might be interpreted as intent to discriminate. Some states also have legislation making it illegal to discriminate on the basis of sexual orientation. Under the Americans with Disabilities Act (ADA), employers must make “reasonable accommodations” to any individual with a physical or mental disability who is otherwise qualified to perform the tasks necessary in the job.
If a medical assistant believes that discrimination has occurred during the process of seeking employment or promotion, he or she should contact the U.S. Equal Employment Opportunity Commission (EEOC). A verbal contact must be made before a complaint can be filed. ■
Case Study 1
Page 1164
What Did Deanna Do?
Reminded Andrea that employers usually consider work experience to include only paid positions.
Pointed out tactfully that putting the practicum in the category of work experience might indicate unreliability or lack of knowledge to a potential employer.
Advised Andrea to include the practicum in a section on the resume called “Related Experience.”
Offered to look over Andrea’s resume to see if she could make other helpful suggestions.
What Did Deanna Not Do?
Did not tell Andrea that she was being dishonest to put the practicum as work experience.
Did not make a discouraging remark such as, “That won’t help you get hired.”
What Would You Do/What Would You Not Do?
Review Deanna’s response and place a checkmark next to the information you included in your response. List the additional information you included in your response.
Case Study 2
Page 1165
What Did Deanna Do?
Made sure to take the name and telephone number of the person she was going to interview with.
When Deanna realized that she was lost, she called the individual with whom she was scheduled to interview, explained
What Would You Do?
What Would You Not Do? responses—contd
the situation, apologized, and asked if it would be better to come late or reschedule.
At the same time Deanna asked for directions.
Resolved always to get very clear directions before any other interview.
What Did Deanna Not Do?
Did not show up 15 minutes late without making every effort to contact the individual with whom she was supposed to interview.
Did not blame any individual for giving bad directions or failing to give directions.
Did not act like being 15 minutes late was really not important.
What Would You Do/What Would You Not Do?
Review Deanna’s response and place a checkmark next to the
information you included in your response. List the additional information you included in your response.
Asked the practice manager if there were any continuing education programs at the local hospital that she could attend.
Contacted graduates from her medical assisting program and arranged to get together with graduates with whom she had been friends when she was in school.
Looked into the possibility of establishing a local chapter of the AAMA and tried to find one or two other medical assistants who might be interested in helping her.
Looked at course offerings at the local community college to see if there were any courses or continuing education programs that she might be interested in attending.
What Did Deanna Not Do?
Did not avoid taking responsibility to meet her own needs.
Did not make excuses for putting off the process of seeking helpful contacts.
Did not avoid reaching out to other medical assistants.
What Would You Do/What Would You Not Do?
Review Deanna’s response and place a checkmark next to the
information you included in your response. List the additional information you included in your response.
Case Study 3
Page 1168
What Did Deanna Do?
□ Found out where there were chapters of the AAMA in her state and made a point of attending a meeting. She also looked into attending the national meeting of the organization.
TERMINOLOGY REVIEW
Medical Term
Word Parts
Definition
Burnout
Continuing education unit (CEU)
Cover letter Networking Résumé
Disillusionment with work and physical or emotional exhaustion.
A standard measure of qualified instruction or contact hours as defined by a specific profession.
A letter sent with one or more documents (such as a résumé) to provide an explanation. Contacting acquaintances and their contacts who may know of potential jobs.
A summary of information about a person that describes education, work experience, and other information related to an individual’s suitability for employment.
ON THE WEB
For information about job discrimination:
U.S. Equal Employment Opportunity Commission (EEOC): www.eeoc.gov For information on professional organizations:
American Association of Medical Assistants: www.aama-ntl.org American Health Information Management Association: www.ahima.org American Medical Technologists: http://www.americanmedtech.org/
American Society of Phlebotomy Technicians: www.aspt.org For information on writing résumés and cover letters:
The OWL at Purdue University: owl.english.purdue.edu/owl/resource/719/01 Résumé Templates—Microsoft Office Online: office.microsoft.com/en-us/templates