Plunkett's Procedures for the Canadian Medical Administrative Assistant,

Edition 6

Editors: By Heather D. Ramsay, BA, MEd and Marie Rutherford, Dipl. in Nursing, BA

Publication Date: 24 Mar 2026

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Written in a clear, engaging style, Plunkett's Procedures for the Canadian Medical Administrative Assistant, 6th Edition, provides instruction for all the essential o¿ce procedures required by today's health services administrative assistants in Canada — whether working in a medical o¿ce, a complementary care o¿ce, or in a hospital setting. Chapters address the diverse skills and knowledge required by a medical o¿ce administrative assistant, such as good communication, privacy, customer service, stress management, medical transcription, ¿ling, appointment booking, physical and virtual meetings, billing (ICD- 10-CA), and more. This new expanded edition includes in-depth coverage of topics including privacy and con¿dentiality, hospital procedures, cross-cultural communication, and more. Three new chapters explore health care's evolving landscape, therapeutic communication, and pharmacology, while a revised art program visually reinforces key concepts. Accompanied by a robust o¿ering of invaluable learning resources on Evolve, this is the only text you'll need to prepare for your career in health care administration assistance.

Key Features

Quintessentially Canadian content and viewpoint meets the needs of the medical o¿ce assistant and health services administrative assistant in Canada
Re¿ects current privacy legislation (PIPEDA) and changes to provincial and territorial Freedom of Information acts
Current coverage includes the latest information on electronic medical records (EMRs) and health care plans across Canada
Real-world examples and exercises enable you to delve deeper into key topic areas.
Variety of working papers and templates allow for extra practice on tasks and scenarios encountered in the medical o¿ce environment
Helpful learning tools throughout the text include learning objectives, key terms, assignment boxes, tips, critical thinking boxes, Did You Know? boxes, end-of-chapter assignments, and discussion questions
Companion Evolve website offers review questions, videos, forms and templates, an audio glossary, and more to reinforce your mastery of important concepts
Clear, engaging, and accessible writing style makes content easy to understand
Four-colour design and art program illustrates current concepts and improves readability

New Features

UPDATED content re¿ects contemporary standards, technological tools, and terminology used in day-to-day modern health care practice
EXPANDED coverage of top-of-mind topics includes con¿dentiality and privacy, cross-cultural communication, infection prevention and control, new electronic information technologies, hospital procedures, billing practices, administrative roles and responsibilities in the evolving health care information environment, and more
NEW chapters on Therapeutic Communication, Health Care in an Evolving Environment, and Pharmacology explore emerging topics in the field
EXPANDED and UPDATED art program provides current examples of forms and technologies encountered in the workplace, as well as new diagrams illustrating concepts introduced in the chapter to support comprehension
NEW Evolve resources include SimChart^® for the Medical O¿ce exercises and practicum activities
NEW accompanying workbook is available to reinforce your understanding of textbook content with a variety of learning tools, review questions, case studies, and more. Sold separately

About the author

By Heather D. Ramsay, BA, MEd, Learning Manager - Medical Support Services, Holland College, Charlottetown, Prince Edward Island and Marie Rutherford, Dipl. in Nursing, BA, Faculty, Health Services Placement, Georgian College, Barrie, Ontario

Preface
About the Authors
Reviewers
Acknowledgements

Part 1: Introduction to the Health Care Environment
1 Your Future as a Medical Administrative Assistant
2 Health Associations and the Law

Part 2: Tools and Procedures for the Medical Administrative Assistant
3 Therapeutic Communication
4 Telephone Management and E-communication Tools
5 Reception, Booking Appointments, and Clinical Responsibilities
6 Office Correspondence: Mail, Memos, Letters, and Envelopes
7 The Procedures Manual
8 Pharmacology
9 Health Records and Information Management
10 The Hospital Environment, Records, and Reports
11 Health Insurance Plans
12 Financial Records
13 Managing Office Supplies
14 Meetings and Minutes

Part 3: Career Development
15 Your Job Search
16 Health Care in an Evolving Environment

Appendix A Common Abbreviations Used in the Health Care Field
Appendix B Laboratory Medicine
Appendix C Pharmacology
Appendix D Reference Sources
Index

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TEACH lesson plans TEACH PowerPoint slides Image collection Answers to Work Product Assignme

Work Products Practicum Activities SimChart for the Medical Office Interactive procedure checklists Interactive a?ective rubrics Answer key for chapter assignmen Answer Key for Workbook Credits Text Glossary Worksheets for Chapter Assignmen