Chapter One The Health Care Industry and Your Role
Working in Health Care
Health Care as a Business
Impact of the Baby Boomer Population
Improving the Nation’s Health Care System
Health Care Reform and the Affordable Care Act
Quality Improvement
Patient Safety
Workforce Supply and Demand
Electronic Health Records
Advancements in Technology
The Big Picture and Where You Fit In
Learning Activities
Chapter Two Your Work Ethic and Performance
Making a Commitment to Your Job
Interdependence
Self-Awareness
Critical Thinking
Developing a Strong Work Ethic
Attendance and Punctuality
Reliability and Accountability
Attitude and Enthusiasm
Competence and Quality of Work
Compliance
Inappropriate Behavior
Representing Your Employer
Evaluating Your Performance
Learning Activities
Chapter Three Personal Traits of the Health Care Professional
Character and Personal Values
Character Traits
Reputation
Judgment
Conscience
Trust
Honesty
Ethics
Legal Issues and Implications
Criminal and Civil Law
Professional Standards of Care, Scope of Practice, and Professional Ethics
Medical Liability
Other Legal Issues
Ethical, Moral, and Legal Dilemmas
Learning Activities
Chapter Four Relationships, Teamwork, and Communication Skills
Interpersonal Relationships
Coworkers as Customers
Inclusion and Friendliness
Loyalty
Cooperation
Etiquette and Manners
Teams and Teamwork
Types of Teams
Group Norms
Consensus
Communication Skills
Elements of Communication
Factors That Influence Your Communication with Other People
Barriers to Communication
Communication Styles and Conflict Resolution
Communication Technologies
Written Communication
Public Speaking and Presentation Skills
Learning Activities
Chapter Five Cultural Competence and Patient Care
Diversity and Cultural Competence
Diversity and Culture
Cultural Competence
Personality Preferences
Generational Differences
Respecting Differences
Working with Patients
Patient Rights and Responsibilities
Customer Service
The Patient Experience
Being There for Patients
Patient Visitors
Working with Doctors, Guests, and Vendors
Learning Activities
Chapter Six Professionalism and Your Personal Life
Personal Image
Appearance and Grooming
Dress Code Standards
Stereotypes
Personal Habits
Language and Grammar
Maintaining Professionalism After Hours
Personal Health and Wellness
Employee Wellness Programs
Personal Risk Factors
Personal Management Skills
Time Management
Personal Financial Management
Stress Management
Managing Change
Learning Activities
Chapter Seven The Practicum Experience
The Purpose of a Practicum
The Benefits of a Practicum Experience
Students Compared to Employees
Identifying Preferences
How Your Performance Will Be Evaluated
Preparing for Your Practicum
Pre-Practicum Observations and Research
During Your Practicum
Keeping a Journal
Protocol
Privacy and Confidentiality
Samples
Office Politics
More Than One Right Way
Initiative
Language
Teamwork
Patient Preferences
Personal Issues
Ensuring Success on Your Practicum
At the End of Your Practicum
Learning Activities
Chapter Eight Employment and Professional Development
Job-Seeking Skills
Identifying Occupational Preferences
Finding Employment Information
Applying for Jobs
Résumés
Cover Letters
References
Job Applications
Preemployment Assessments
Verifying Qualifications
Interviews and Job Offers
Preparing for an Interview
Participating in an Interview
After the Interview
Considering Job Offers
Professional Development
The Need for Professional Development
Developing Leadership Skills
Ways to Develop Leadership Skills
Participating in Professional Associations
Planning for Career Advancement
Learning Activities
Closing Thoughts
Appendices
A: Sample Job Description
B: Sample Performance Evaluation
C: Sample Résumé
D: Sample Résumé Cover Letter
E: Sample Job Application Form
F: Sample Interview Follow-Up Letter
G: Sample Practicum Journal
H: Sample Practicum Thank-You Letter
Glossary of Terms
Index
Sherry Makely, PhD, RT(R) Textbook Author
Dr. Makely created and managed health sciences educational programs
and workforce development initiatives in hospitals and universities
for more than 42 years. She has a bachelor’s degree in Radiologic
Technology, a master’s degree in Education, and a doctorate degree
in Human Resources. Dr. Makely served as Director of Education for
the School of Radiologic Science, and Manager of the Employee
Education and Development Department for Methodist Hospital,
Clarian Health, and Indiana University Health for 38 years. She has
authored textbooks on professionalism for health care workers for
more than 15 years for Pearson Education.
Vanessa J. Austin, RMA, AHI, (AMT), M.Ed. Contributing Author,
Chapter Seven: The Practicum Experience
With more than 20 years experience as a Medical Assistant, Clinical
Education Coordinator, and Program Director, Ms. Austin serves as
Medical Assistant Instructor for Ross Medical Education in
Cincinnati, Ohio. With a bachelor’s degree in Health Care
Management and a master’s degree in Higher Education, she served as
President of the Indiana State Society of American Medical
Technologists and gives presentations on Professionalism in Health
Care for state and national medical assisting conferences.
Quay Kester, PhD Content Contributor, Chapter Five: Cultural
Competence
Dr. Quay Kester, President of Evoke Communications, specializes in
diversity and inclusion initiatives to build cultural competence
and confidence in health care, academic, and corporate
organizations. Her avid commitment to learning about cultures and
customs has taken her around the world and within various
economies. Her national and international experience makes her a
sought after speaker, leader, and facilitator. Dr. Kester has
served as adjunct faculty at Indiana University, DePauw University,
and as Visiting Professor at the University of Cape Coast, Ghana.
With a doctorate degree from Indiana University, she is a Master
Practitioner of Neurolinguistic Programming and a Certified Medical
Illustrator. She serves on numerous boards including the Diversity
Roundtable of Central Indiana.
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