• Medical Customer Service Representative Certificate Curriculum

  • Career Pathway Certificate of Completion

    Catalog Year 2017-2018

    The Medical Customer Service Representative program prepares individuals with skills needed to provide customer service, visitor reception, and patient intake and discharge duties. The program includes instruction in the procedures used in medical offices, hospitals and other healthcare facilities. Also included in the program are classes in medical terminology, interpersonal communication skills, record-keeping, customer service, telephone skills, data entry, multicultural and diversity issues, and applicable policies and regulations. Students participate in an internship during their final term of study.

    This program is designed for persons of all ages and backgrounds with special attention given to individual student needs and abilities.

    Graduates can find employment in medical offices, hospitals, clinics, insurance companies and nursing homes.

    Students who complete this career pathway certificate can go to work and come back at any time to complete a one-year certificate as a medical receptionist or a two-year degree as a medical office specialist.

    Refer to the career pathway roadmap at Career Pathway Roadmap

    Program Outcomes

    At the completion of this program, students should be able to:

    • Discuss the knowledge and skills required of a medical customer service representative
    • Discuss verbal and nonverbal communication, including gender differences, cultural awareness and sensitivity, and the elements of speaking and listening
    • Demonstrate good customer service techniques
    • Discuss and use medical terminology
    • Demonstrate basic proficiency on the computer
    • Discuss the basic elements of ICD-10-CM coding
    • Differentiate the roles of the healthcare team, elements of successful leadership and problem-solving strategies
    • Complete a professional résumé and cover letter

    Medical Office Students are required to complete a criminal background check and provide documentation of immunizations prior to beginning an externship.* DO NOT COMPLETE A BACKGROUND CHECK without first consulting with your program adviser.

    Immunizations required are:
    1) Measles, Mumps, and Rubella (MMR), 2 vaccines or positive titers.
    2) Varicella, 2 vaccines or positive titer.
    3) Tuberculosis screening current within last 12 months.
    4) Hepatitis B series, 3 vaccines and follow up titer.
    5) Tdap (tetanus, diphtheria, pertussis), current within last 10 years.
    6) Seasonal Flu Shot.
    *Some externship sites may require further immunizations.

    This program is not financial aid eligible. However, the related degree program, Medical Office Specialist AAS, is aid eligible.

    Note: A minimum grade of “C” is required in all courses.

    First Quarter (Fall)
    Course Number
    Course Title
    BA131 Introduction to Business Computing1or
    BT123A Keyboarding Skill Development
    MO110 Powerful Strategies for the Office Team
    MO114 Medical Terminology I
    MO116 Medical Office Procedures
    MO136 Healthcare Documentation
    Second Quarter (Winter)
    Course Number
    Course Title
    BT116 Communication Technologies
    MO115 Medical Terminology II
    MO117 Hospital Administrative Procedures
    MO212 Diversity and Healthcare
    MO214 Building a Professional Portfolio
    WE280MOTD Cooperative Education Internship 2
    Total Credits 34-35

    1 See course descriptions for prerequisite.
    2 Instructor and dean permission is required.