fayetteville technical community collegesacs5.faytechcc.edu/.../dars-2015-2016/...2016.pdf ·...

Fayetteville Technical Community College

Detailed Assessment Report2015-2016 Medical Office Administration

As of: 8/01/2016 11:00 AM EST

Mission / Purpose

The Medical Office Administration curriculum prepares individuals for employment in medical and other health-care related offices.

Student Learning Outcomes/Objectives, with Any Associations and Related Measures, Targets,Reporting Findings, and Action Plans

SLO 1: Communication Students will adhere to the conventions of American Standard English in professional and academic environments sothat they will be able to communicate professionally with patients, co-workers, and employers.

Relevant Associations:General Education/Core Curriculum Associations

1 Communicate effectively using the conventions of American Standard English in professional and academicenvironments.

InstitutionalGoals Associations2 Establish a culture of quality customer service.3 Ensure fiscal responsibility, accountability and financial stability.4 Focus on workforce preparedness to support economic development.

StrategicObjectives AssociationsFTCC

10 Improve assessment plans with documented evidence of outcomes.

Related Measures

M 1: CommunicationWhy: Students must be able to communicate effectively with customers, co-workers, and employers. By followingthe conventions of American Standard English, students will display professional communication skills.

What and How: Students in OST 164 will complete a comprehensive final exam. The score for the final exam willdetermine if the students meet the course objectives related to effective communication skills by recognizingcomplete sentences, avoiding fragments, comma splices, and run-ons; identifying nouns, pronouns, verbs,adjectives, adverbs, conjunctions, prepositions, and interjections correctly in oral and written communication; anddemonstrating proficiency in punctuation, capitalization, and number style skill.

Who and When: OST 164 instructors will measure the learning objectives of this course. Data will be collected inthe fall and reported in the 2016 spring semester.

Source of Evidence: Standardized test of subject matter knowledgeConnected Document

OST 164 Final Exam

Target: Eighty percent of students' will score a 77 or higher on the final comprehensive exam.

Reporting Finding (2015-2016) - Target: Not MetSeventy-one percent of all students who completed and submitted their Final Exam in the Fall of 2015 scored a77 or higher on the final comprehensive exam. This is a major increase from the 54% received in the 2014-15Assessment, but it still does not meet the target of 80%. Going forward the target should reflect the change tothe grading scale to state a C or better rather than a score of 77 or higher.

Connected DocumentOST 164 2015FA Final Exam Results

Reporting Finding (2014-2015) - Target: Not MetOnly 54 percent of the Fall 2014 OST 164 students who completed the OST 164 final comprehensive examscored a 77 or higher. Action Plan: In addition to the Cengage text and materials that were implemented in theFall 2014 semester, assignments from the Gregg Reference Manual will be incorporated into OST 164. Theseassignments will focus on specific rules for grammar and punctuation.Connected Document

Related Action Plans (by Established cycle, then alpha):For full information, see the Details of Action Plans section of this report.

All OST 164 Classes will Incorporate GRM Rules and AssignmentsEstablished in Cycle: 2014-2015Action Plan: In addition to the Cengage text and materials that were implemented in the Fall 2014 semester,assignments from the...

Redevelopment of OST 164Established in Cycle: 2015-2016The same text will be used in the 2016-17 academic year for OST 164, but the entire course will beredeveloped during the Summ...

SLO 2: Critical Thinking Students will use critical thinking to analyze problems and make logical decisions.


2 Use critical thinking to analyze problems and make logical decisions.InstitutionalGoals Associations

1 Respond to student and community needs through measurable goals.3 Ensure fiscal responsibility, accountability and financial stability.4 Focus on workforce preparedness to support economic development.



Related Measures

M 2: Critical ThinkingWhy: Students will use critical thinking skills to make logical decisions and appropriate choices in composingtechnical business documents by applying the rules of business English.

What and How: Students in OST 164, Text Editing, (required for Office Administration and Medical OfficeAdministration), will use their critical thinking skills while taking a comprehensive final exam. Questions will placeemphasis on accuracy of information, content clarity, original thought, and sentence structure. The score for thefinal exam will determine if the students meet the course objectives related to effective critical thinking skills byrecognizing complete sentences, avoiding fragments, comma splices, and run-ons; identifying nouns, pronouns,verbs, adjectives, adverbs, conjunctions, prepositions, and interjections correctly in oral and written communication;and demonstrating proficiency in punctuation, capitalization, and number style skill.

Who and When: OST 164 instructors will measure the learning objectives of this course. Data will be collected inthe fall and reported in the 2016 spring semester.


OST 164 Final Exam

Target: Eighty percent of students' will score a 77 or higher on the final comprehensive exam.

Reporting Finding (2015-2016) - Target: Not MetSeventy-one percent of all students who completed and submitted their Final Exam in the Fall of 2015 scored a77 or higher on the final comprehensive exam. This is a major increase from the 54% received in the 2014-15Assessment, but it still does not meet the target of 80%. Going forward the target should reflect the change tothe grading scale to state a C or better rather than a score of 77 or higher.

Connected DocumentOST 164 2015FA Final Exam Results


Redevelopment of OST 164Established in Cycle: 2015-2016The same text will be used in the 2016-17 academic year for OST 164, but the entire course will beredeveloped during the Summ...

SLO 3: Cultural Awareness and Global Perspective Students will demonstrate socialization skills that support cultural awareness and global perspective.


3 Demonstrate socialization skills that support cultural awareness and a global perspective.InstitutionalGoals Associations

1 Respond to student and community needs through measurable goals.2 Establish a culture of quality customer service.3 Ensure fiscal responsibility, accountability and financial stability.4 Focus on workforce preparedness to support economic development.



Related Measures

M 3: Cultural Awareness and Global PerspectiveWhy: Our graduates must be prepared to serve within our community as well as across the globe as administrativesupport and office professionals for entry-level, supervisory, and middle management positions in business,government, and industry. What and How: Students in OST 149 Medical Legal Issues (required for all Medical Office

Administration students) will be prepared on how to handle a variety of legal and ethical issues involved in themedical facility. They will be assessed on this knowledge in the Final Exam that evaluates cultural and social valuesas well as the legal ramification relevant in healthcare practice. Who and When: OST 149 instructors will report thefinal scores for the exam and data will be collected in Spring 2016.


OST 149 Final Exam Question Pool

Target: 80% of the students will score at least an 77% or above on their Final Exam.

Reporting Finding (2015-2016) - Target: Not MetOf the two OST 149 sections offered, neither had at least 80% of the students scoring 77% or above on theirFinal Exam. Connected Document

OST 149 2016SP Final Exam Results

Reporting Finding (2014-2015) - Target: Not MetOnly 77 percent of the OST 149 students who completed the OST 149 final exam scored a 77 or higher.Connected Document

OST 149 2014-15 Grade Distribution Final Results


Cultural Awareness and Global Perspective | Cultural Awareness and Global PerspectiveEstablished in Cycle: 2014-2015Beginning Fall 2015, a revised and consistent Midterm and a Final Exam will be given in all sections of OST149 Medical Legal Is...

Cultural Awareness and Global PerspectiveEstablished in Cycle: 2015-2016Beginning Fall 2016, the measure will be revised to reflect the updated FTCC grading scale. It will state that80% of students...

SLO 4: Quantitative Competencies Students will exemplify quantitative competencies by increasing the measurable number of words per minute that theykeyboard from from the beginning to the end of the semester.


4 Demonstrate quantitative competencies.InstitutionalGoals Associations

1 Respond to student and community needs through measurable goals.4 Focus on workforce preparedness to support economic development.



Related Measures

M 4: Quantitative CompetenciesWhy? Students must be able to effectively demonstrate quantitative competencies in the number of words they canmeasurably type in words per minute.

What and How? At the beginning of the semester, students will learn the keyboard along with good keyboardinghabits that will allow them to type more efficiently such as typing without looking at their hands and using the correctfingers on the correct keys. Student will continue to build their accuracy and speed skills in the higher levelkeyboarding classes which will inevitably make them more marketable in the job market. To pass OST 131 (thefoundation class for Office Administration), students must be able to type a 3-minute timed writing with at least 30words per minute and five errors or less.

When and Who? The OST 131 instructors will collect this data throughout the 2015-16 academic year.Source of Evidence: Performance (recital, exhibit, science project)Connected Document

OST 131 Timed Writing Averages Grading Scale

Target: Eighty percent of students' will be able to type a 3-minute timed writing with at least 30 words per minute and fiveerrors or less.

Reporting Finding (2015-2016) - Target: MetEighty-nine percent of students will be able to type a 3-minute timed writing with at least 30 words per minuteand five errors or less during the 2015-16 academic year.Connected Document

2015-16 OST 131 Timed Writings Minimum Requirements Results

SLO 5: Computer Literacy

Students will demonstrate computer literacy.Relevant Associations:

General Education/Core Curriculum Associations5 Demonstrate computer literacy.

InstitutionalGoals Associations1 Respond to student and community needs through measurable goals.4 Focus on workforce preparedness to support economic development.



Related Measures

M 5: Computer Literacy

Why? To work effectively in a computerized word processing environment.

What and How? At the beginning of the semester, students will learn the basic functions of the computer along withgood keyboarding habits that will allow them to type more efficiently such as typing without looking at their hands andusing the correct fingers on the correct keys. Student will continue to build their accuracy and speed skills in thehigher level keyboarding classes which will inevitably make them more marketable in the job market. To pass OST131 (the foundation class for Office Administration), students must be able to type a 3-minute timed writing with atleast 30 words per minute and five errors or less.

When and Who? The OST 131 instructors will collect this data throughout the 2015-16 academic year.Source of Evidence: Standardized test of subject matter knowledgeConnected Document

OST 131 Timed Writing Averages Grading Scale

Target: Eighty percent of all students will be able to type a 3-minute timed writing with at least 30 words per minute andfive errors or less.

Reporting Finding (2015-2016) - Target: MetEighty-nine percent of students will be able to type a 3-minute timed writing with at least 30 words per minuteand five errors or less during the 2015-16 academic year.Connected Document

2015-16 OST 131 Timed Writings Minimum Requirements Results

SLO 6: Workplace Preparedness Students will perform a non-clinical internship demonstrating the ability to perform successfully and professionally in amedical office environment while displaying positive interpersonal skills.


2 Use critical thinking to analyze problems and make logical decisions.InstitutionalGoals Associations

2 Establish a culture of quality customer service.4 Focus on workforce preparedness to support economic development.



Related Measures

M 6: Workplace PreparednessWhy? Upon successful completion of the medical office administration program, students must have the skills,knowledge and abilities needed to work in various medical facilities in non clinical settings.

What and How? The program will be assessed by student performance at the medical facilities during WBL 111.After completing 160 hours of an internship, students will be evaluated by the medical facility supervisor on variousnon clinical skills and abilities.

When and Who? Analysis of the results for the non clinical internship will be performed using the three individualmeasurable learning objective (MLO) scores that account for 30% of the final grade for the Work-Based Learninginternship. Data will be collected by the WBL faculty coordinator at the end of Spring 2016.

Source of Evidence: Field work, internship, or teaching evaluationConnected Document

WBL 111 GRADE REPORT RUBRICS

Target: 80% of the students at the end of the semester will score 23 points or above on their individual measurablelearning objective (MLO) section of the Work-Based Learning internship final grade.

Reporting Finding (2015-2016) - Target: Met90% of the students who completed their Work-Based Learning internship during the 2015-16 academic yearscored 23 points or more on their individual measurable learning objective final grade report.

Connected DocumentWork-Based Learning 2015-16 MLO Results

Details of Action Plans for This Cycle (by Established cycle, then alpha)Cultural Awareness and Global Perspective | Cultural Awareness and Global Perspective

Beginning Fall 2015, a revised and consistent Midterm and a Final Exam will be given in all sections of OST 149Medical Legal Issues class so a more accurate interpretation of the results can be determined.Established in Cycle: 2014-2015Implementation Status: FinishedPriority: High

Relationships (Measure | Outcome/Objective):Measure: Cultural Awareness and Global Perspective | Outcome/Objective: Cultural Awareness andGlobal Perspective

Implementation Description: Beginning Fall 2015, a revised and consistent Midterm and a Final Exam will be givenin all sections of OST 149 Medical Legal Issues class so a more accurate interpretation of the results can bedetermined.Projected Completion Date: 08/2015Responsible Person/Group: Denise DeDeaux will re-evaluate the current Final Exam and make appropriatechanges as well as add a Midterm Exam to be used in all sections of OST 149.Additional Resources: None.

All OST 164 Classes will Incorporate GRM Rules and AssignmentsAction Plan: In addition to the Cengage text and materials that were implemented in the Fall 2014 semester,assignments from the Gregg Reference Manual will be incorporated into OST 164. These assignments will focus onspecific rules for grammar and punctuation.Established in Cycle: 2014-2015Implementation Status: FinishedPriority: High

Relationships (Measure | Outcome/Objective):Measure: Communication | Outcome/Objective: Communication

Implementation Description: Beginning Fall 2015, assignments from the Gregg Reference Manual will beincorporated into all OST 164 classes.Projected Completion Date: 08/2015Responsible Person/Group: Lisa Bailey will build the GRM assignments into the master OST 164 course. All full-and part-time instructors assigned to teach OST 164 will use these assignments.Additional Resources: None--The OST 164 syllabus has always listed the Gregg Reference Manual as a requiredresource text.

Cultural Awareness and Global PerspectiveBeginning Fall 2016, the measure will be revised to reflect the updated FTCC grading scale. It will state that 80% ofstudents from the 2016 Fall semester who take the OST 149 Final Exam will score at least a C or better.

Established in Cycle: 2015-2016Implementation Status: PlannedPriority: High

Relationships (Measure | Outcome/Objective):Measure: Cultural Awareness and Global Perspective | Outcome/Objective: Cultural Awareness andGlobal Perspective

Implementation Description: Beginning Fall 2016, an updated description will be stated to reflect the change to thegrading scale and a letter grade will be used rather than a percentage.Projected Completion Date: 06/2017Responsible Person/Group: Denise DeDeauxAdditional Resources: None.

Redevelopment of OST 164The same text will be used in the 2016-17 academic year for OST 164, but the entire course will be redevelopedduring the Summer of 2016 and ready for implementation 2016 Fall. The Bb site will be integrated with the Cengageproduct to include MindTap. The comprehensive final exam will be evaluated to make sure enough practice work isassigned throughout the semester so students can be better prepared for the final exam.

Established in Cycle: 2015-2016Implementation Status: PlannedPriority: High

Relationships (Measure | Outcome/Objective):Measure: Communication | Outcome/Objective: Communication

Implementation Description: The integration of MindTap in all practice lessons will be implemented beginning 2016Fall and the final exam will be revised.Projected Completion Date: 06/2017Responsible Person/Group: Denise DeDeaux

Redevelopment of OST 164The same text will be used in the 2016-17 academic year for OST 164, but the entire course will be redevelopedduring the Summer of 2016 and ready for implementation 2016 Fall. The Bb site will be integrated with the Cengageproduct to include MindTap. The comprehensive final exam will be evaluated to make sure enough practice work isassigned throughout the semester so students can be better prepared for the final exam.

Established in Cycle: 2015-2016Implementation Status: Planned

Priority: High

Relationships (Measure | Outcome/Objective):Measure: Critical Thinking | Outcome/Objective: Critical Thinking

Implementation Description: The integration of MindTap in all practice lessons will be implemented beginning 2016Fall and the final exam will be revised.Projected Completion Date: 06/2017Responsible Person/Group: Denise DeDeaux

Analysis Questions and Analysis Answers

What were the strengths of your assessment process?

The greatest strength in the MOA Department is the student's performance in their Work-Based Learning internship aswell as the outstanding faculty who go above and beyond to make this program a success. The many medical and dentalfacilities that allow our students to perform their internship continue to give them very high evaluation scores. Manystudents are offered jobs prior to the completion of their internship, while others are given excellent letters ofrecommendation if a job is not available at that time where they were placed. Our faculty, both full-time and part-time, arethe reason why these students are able to perform at their best. Many of the faculty have assisted in the development andredevelopment of courses as well as attended various training workshops.

What were the weaknesses of your assessment process?

The greatest weakness I have found is trying to determine the best way to assess students in some of the core classes toyield the greatest success. With the change of the college grading scale, a few of the assessment statements were notreflective of this change which in turn caused the results to appear less than what they actually were.

What was learned as a result of your assessment process?

It is important that we redirect our assessment process to include other types of assignments. It is not always necessary touse a Final Exam as the guide in determining a student's success or failure. Other areas within the course should beconsidered when determining results, such as with OST 149, that has not met the target set for two years in a row.However, the assessment statements must be updated to reflect the change in the college grading scale to prevent finalresults from appearing less than acceptable.

How will what was learned impact the direction and emphasis of your academic or support unit?

The MOA program will continue to update and/or change any course or curriculum standard to reflect local and nationalchanges in the field. With the realignment of the program by the North Carolina Community College System, theredevelopment of those courses as well as the program itself will be reviewed for implementation by 2017 Fall.

Annual Report Section Responses

Program Review (Academic Units) Attached is the most recent academic program review.

Connected DocumentAcademic Program Review- Medical Office Admin

Advisory Comm. Minutes (Academic Units) All academic programs have associated Advisory Committees that provide community input on program direction andoutcomes.

Connected DocumentMOA Advisory Committee Minutes December 11, 2015

End Of Year Reports (VPs, AVPs, Deans) Strategic Plan (2015-2020) and other related documentsConnected Documents

2016 Grad SurveyStrategic Plan 2015-2020

OST 164 Final Exam The Test Canvas allows you to add and edit questions, add question sets or random blocks, reorder questions, and review the test. More Help

Description If you need to see larger print, press Ctrl + to zoom in; if you need to minimize it, click Ctrl -. Also, you can go to the View menu and click on the Zoom option.

Instructions Total

Questions 100

Total Points 100 Actions for selected Questions Select: All None Select by Type:

• True/False: In today's high-tech workplace, ...

1. True/False: In today's high-tech workplace, ...

Points:1

Add Question

Question In today's high-tech workplace, employees are communicating more than they did in the past.

Answer

True False

Add Question

• True/False: Handheld electronic dictionaries are ...

2. True/False: Handheld electronic dictionaries are ...

Points:1

Add Question

Question Handheld electronic dictionaries are useful for people struggling with different languages, including travelers, interpreters, immigrants, and emigrants.

Answer

True False

Add Question

• True/False: Since most dictionaries do not identi...

3. True/False: Since most dictionaries do not identi...

Points:1

Add Question

Question Since most dictionaries do not identify a word's part of speech, a reference manual must be consulted to find this information.

Answer True

False

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• True/False: Bilingual dictionaries are increasing...

4. True/False: Bilingual dictionaries are increasing...

Points:1

Add Question

Question Bilingual dictionaries are increasingly popular in today's global marketplace.

Answer

True False

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• True/False: Expressions that are labeled slang ma...

5. True/False: Expressions that are labeled slang ma...

Points:1

Add Question

Question Expressions that are labeled slang may be used sparingly in business writing for effect.

Answer

True False

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• True/False: Reference manuals provide information...

6. True/False: Reference manuals provide information...

Points:1

Add Question

Question Reference manuals provide information about formatting documents.

Answer

True False

Add Question

• True/False: Words that describe verbs, adjectives...

7. True/False: Words that describe verbs, adjectives...

Points:1

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Question Words that describe verbs, adjectives, and adverbs are adjectives.

Answer True

False

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• True/False: Verbs express an action, an occurrenc...

8. True/False: Verbs express an action, an occurrenc...

Points:1

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Question Verbs express an action, an occurrence, or a state of being.

Answer

True False

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• True/False: When the word everyday is written as ...

9. True/False: When the word everyday is written as ...

Points:1

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Question When the word everyday is written as one word, it means "ordinary."

Answer

True False

Add Question

• True/False: The words forward and foreward can be...

10. True/False: The words forward and foreward can be...

Points:1

Add Question

Question The words forward and foreward can be used interchangeably.

Answer True

False

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• Multiple Choice: In the sentence She and I prepared th...

11. Multiple Choice: In the sentence She and I prepared th...

Points:1

Add Question

Question In the sentence She and I prepared the document carefully, the word She is a ____.

Answer

a.

pronoun

b.

noun

c.

preposition

d.

conjunction

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• Multiple Choice: In the sentence Job candidates compet...

12. Multiple Choice: In the sentence Job candidates compet...

Points:1

Add Question

Question In the sentence Job candidates compete with other qualified applicants for positions, the word positions is a ____.

Answer

a.

noun

b.

pronoun

c.

preposition

d.

conjunction

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• Multiple Choice: In the sentence These are very good s...

13. Multiple Choice: In the sentence These are very good s...

Points:1

Add Question

Question In the sentence These are very good suggestions, the word very is a(n) ____.

Answer

a.

noun

b.

verb

c.

adverb

d.

adjective

Add Question

• Multiple Choice: The Senate recently passed antispam l...

14. Multiple Choice: The Senate recently passed antispam l...

Points:1

Add Question

Question The Senate recently passed antispam legislation, but many consumers have little faith in its ability to reduce spam is an example of a ____ sentence.

Answer

a.

simple

b.

compound

c.

complex

d.

compound-complex

Add Question

• Multiple Choice: Identify the following group of words...

15. Multiple Choice: Identify the following group of words...

Points:1

Add Question

Question Identify the following group of words: When will my return be processed.

Answer

a.

command

b.

statement

c.

question

d.

fragment

Add Question

• Multiple Choice: If this design is ____ with you, we&#...

16. Multiple Choice: If this design is ____ with you, we&#...

Points:1

Add Question

Question If this design is ____ with you, we'll approve it.

Answer

a.

all right

b.

alright

Add Question

• Multiple Choice: Which sentence is better expressed?

17. Multiple Choice: Which sentence is better expressed?

Points:1

Add Question

Question Which sentence is better expressed?

Answer

a.

Taxwise, that corporation looks good.

b.

That corporation's tax situation looks good.

Add Question

• Multiple Choice: Sam made two ____ before blowing out ...

18. Multiple Choice: Sam made two ____ before blowing out ...

Points:1

Add Question

Question Sam made two ____ before blowing out the candles on his birthday cake.

Answer

a.

wishes

b.

wish's

c.

wish

Add Question

• Multiple Choice: We have to examine four more ____.

19. Multiple Choice: We have to examine four more ____.

Points:1

Add Question

Question We have to examine four more ____.

Answer

a.

portfolioes

b.

portfolios

c.

portfolio's

Add Question

• Multiple Choice: You will find those volumes on the tw...

20. Multiple Choice: You will find those volumes on the tw...

Points:1

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Question You will find those volumes on the two upper ____.

Answer

a.

bookshelves

b.

bookshelfs

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• Multiple Choice: The organization's thanks ____ e...

21. Multiple Choice: The organization's thanks ____ e...

Points:1

Add Question

Question The organization's thanks ____ extended to our retiring president.

Answer

a.

is

b.

are

Add Question

• Multiple Choice: We plan to send letters of thanks to ...

22. Multiple Choice: We plan to send letters of thanks to ...

Points:1

Add Question

Question We plan to send letters of thanks to all the contributing ____.

Answer

a.

alumni

b.

alumnus

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• Multiple Choice: Several ____ were represented at the ...

23. Multiple Choice: Several ____ were represented at the ...

Points:1

Add Question

Question Several ____ were represented at the trade fair.

Answer

a.

company's

b.

companies'

c.

companies

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• Multiple Choice: Rose ____ proposal was accepted.

24. Multiple Choice: Rose ____ proposal was accepted.

Points:1

Add Question

Question Rose ____ proposal was accepted.

Answer

a.

Gonzalez

b.

Gonzalez's

c.

Gonzalezes

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• Multiple Choice: ____ was to accept the offer.

25. Multiple Choice: ____ was to accept the offer.

Points:1

Add Question

Question ____ was to accept the offer.

Answer

a.

My boss's attorney's advice

b.

The advice of my boss's attorney

Add Question

• Multiple Choice: The ____ Marine Corps is recruiting n...

26. Multiple Choice: The ____ Marine Corps is recruiting n...

Points:1

Add Question

Question The ____ Marine Corps is recruiting new enlistees.

Answer

a.

United State's

b.

United States'

c.

United States

Add Question

• Multiple Choice: The fund-raiser will be held at ____ ...

27. Multiple Choice: The fund-raiser will be held at ____ ...

Points:1

Add Question

Question The fund-raiser will be held at ____ home.

Answer

a.

Lisa and Greg

b.

Lisa's and Greg's

c.

Lisa and Greg's

Add Question

• Multiple Choice: To be inclusive to all, our company&#...

28. Multiple Choice: To be inclusive to all, our company&#...

Points:1

Add Question

Question To be inclusive to all, our company's holiday card this year will say ____.

Answer

a.

Seasons Greetings

b.

Season's Greetings

Add Question

• Multiple Choice: The benefits package offered to ____ ...

29. Multiple Choice: The benefits package offered to ____ ...

Points:1

Add Question

Question The benefits package offered to ____ employees included stock options.

Answer

a.

us

b.

we

Add Question

• Multiple Choice: Do any of the applicants have better ...

30. Multiple Choice: Do any of the applicants have better ...

Points:1

Add Question

Question Do any of the applicants have better qualifications than ____?

Answer

a.

she

b.

her

Add Question

• Multiple Choice: Gary Budd has only ____ to consider i...

31. Multiple Choice: Gary Budd has only ____ to consider i...

Points:1

Add Question

Question Gary Budd has only ____ to consider in making the job change.

Answer

a.

himself

b.

hisself

Add Question

• Multiple Choice: Is it ____ who agreed to sue for copy...

32. Multiple Choice: Is it ____ who agreed to sue for copy...

Points:1

Add Question

Question Is it ____ who agreed to sue for copyright infringement?

Answer

a.

they

b.

them

Add Question

• Multiple Choice: We have ____ many links on our home p...

33. Multiple Choice: We have ____ many links on our home p...

Points:1

Add Question

Question We have ____ many links on our home page, which makes it confusing.

Answer

a.

to

b.

too

Add Question

• Multiple Choice: Be sure to keep ____ files of all imp...

34. Multiple Choice: Be sure to keep ____ files of all imp...

Points:1

Add Question

Question Be sure to keep ____ files of all important documents.

Answer

a.

back up

b.

back-up

c.

backup

Add Question

• Multiple Choice: Every member of the men's softba...

35. Multiple Choice: Every member of the men's softba...

Points:1

Add Question

Question Every member of the men's softball team paid ____ registration fee.

Answer

a.

their

b.

his

c.

his or her

Add Question

• Multiple Choice: Matt and Yvonne need ____ expense cla...

36. Multiple Choice: Matt and Yvonne need ____ expense cla...

Points:1

Add Question

Question Matt and Yvonne need ____ expense claims processed immediately.

Answer a.

his and her

b.

their

Add Question

• Multiple Choice: The job will go to ____ seems to best...

37. Multiple Choice: The job will go to ____ seems to best...

Points:1

Add Question

Question The job will go to ____ seems to best fit with our company culture.

Answer

a.

whoever

b.

whomever

Add Question

• Multiple Choice: Did you find out ____ wallet was stol...

38. Multiple Choice: Did you find out ____ wallet was stol...

Points:1

Add Question

Question Did you find out ____ wallet was stolen from the break room? Answer

a.

whose

b.

who's

Add Question

• Multiple Choice: The project was unsuccessful because ...

39. Multiple Choice: The project was unsuccessful because ...

Points:1

Add Question

Question The project was unsuccessful because it was ____.

Answer

a.

under-funded

b.

underfunded

Add Question

• Multiple Choice: In the sentence Her new colleague is ...

40. Multiple Choice: In the sentence Her new colleague is ...

Points:1

Add Question

Question In the sentence Her new colleague is rude, the word rude is a(n) ____.

Answer

a.

object

b.

complement

c.

subject

Add Question

• Multiple Choice: Verbs in the ____ voice avoid mention...

41. Multiple Choice: Verbs in the ____ voice avoid mention...

Points:1

Add Question

Question Verbs in the ____ voice avoid mentioning the performer of the action or place less emphasis on the doer of the action.

Answer

a.

active

b.

passive

Add Question

• Multiple Choice: If Cynthia ____ at today's meeti...

42. Multiple Choice: If Cynthia ____ at today's meeti...

Points:1

Add Question

Question If Cynthia ____ at today's meeting, she must have left before we adjourned.

Answer

a.

was

b.

were

Add Question

• Multiple Choice: Claudette wished it ____ Friday so th...

43. Multiple Choice: Claudette wished it ____ Friday so th...

Points:1

Add Question

Question Claudette wished it ____ Friday so that she could start her long weekend.

Answer

a.

was

b.

were

Add Question

• Multiple Choice: To apply for the scholarship, submit ...

44. Multiple Choice: To apply for the scholarship, submit ...

Points:1

Add Question

Question To apply for the scholarship, submit an essay and three letters of recommendation.

Answer

a.

The preceding sentence is correct.

b.

The preceding sentence has a verbal phrase placed illogically.

Add Question

• Multiple Choice: Reupholstered in real leather, Steve ...

45. Multiple Choice: Reupholstered in real leather, Steve ...

Points:1

Add Question

Question Reupholstered in real leather, Steve Hedenquist happily paid for his chair.

Answer

a.

The preceding sentence is correct.

b.

The preceding sentence has a verbal phrase placed illogically.

Add Question

• Multiple Choice: Hollywood stars began to arrive to at...

46. Multiple Choice: Hollywood stars began to arrive to at...

Points:1

Add Question

Question Hollywood stars began to arrive to attend the film's ____.

Answer

a.

premier

b.

premiere

Add Question

• Multiple Choice: (Past tense) Last month the union ___...

47. Multiple Choice: (Past tense) Last month the union ___...

Points:1

Add Question

Question (Past tense) Last month the union ____ to get management to approve health insurance benefits for domestic partners.

Answer

a.

tryed

b.

tried

c.

will try

d.

try

Add Question

• Multiple Choice: (Future tense) UPS ____ packages almo...

48. Multiple Choice: (Future tense) UPS ____ packages almo...

Points:1

Add Question

Question (Future tense) UPS ____ packages almost anywhere in the world.

Answer

a.

shipped

b.

will ship

c.

ships

Add Question

• Multiple Choice: ____, we spent $2,500 on the retireme...

49. Multiple Choice: ____, we spent $2,500 on the retireme...

Points:1

Add Question

Question ____, we spent $2,500 on the retirement dinner.

Answer

a.

Altogether

b.

All together

Add Question

• Multiple Choice: The time and effort ____ greatly appr...

50. Multiple Choice: The time and effort ____ greatly appr...

Points:1

Add Question

Question The time and effort ____ greatly appreciated.

Answer

a.

is

b.

are

Add Question

• Multiple Choice: Neither the employees nor their manag...

51. Multiple Choice: Neither the employees nor their manag...

Points:1

Add Question

Question Neither the employees nor their manager ____ willing to compromise.

Answer

a.

is

b.

are

Add Question

• Multiple Choice: Some of the time allotted for these p...

52. Multiple Choice: Some of the time allotted for these p...

Points:1

Add Question

Question Some of the time allotted for these programs ____ already elapsed.

Answer

a.

has

b.

have

Add Question

• Multiple Choice: Do you think that six hours ____ enou...

53. Multiple Choice: Do you think that six hours ____ enou...

Points:1

Add Question

Question Do you think that six hours ____ enough time to complete this project?

Answer

a.

is

b.

are

Add Question

• Multiple Choice: Jacqueline felt ____ that she couldn&...

54. Multiple Choice: Jacqueline felt ____ that she couldn&...

Points:1

Add Question

Question Jacqueline felt ____ that she couldn't accept the customer's return.

Answer

a.

bad

b.

badly

Add Question

• Multiple Choice: This might be the ____ sunset I'...

55. Multiple Choice: This might be the ____ sunset I'...

Points:1

Add Question

Question This might be the ____ sunset I've ever seen.

Answer

a.

prettyest

b.

most pretty

c.

prettiest

Add Question

• Multiple Choice: ____ types of behavioral interview qu...

56. Multiple Choice: ____ types of behavioral interview qu...

Points:1

Add Question

Question ____ types of behavioral interview questions will help us choose the right candidate for the job.

Answer

a.

This

b.

These

Add Question

• Multiple Choice: We had to wait over ____ hour for the...

57. Multiple Choice: We had to wait over ____ hour for the...

Points:1

Add Question

Question We had to wait over ____ hour for the CEO to arrive.

Answer

a.

a

b.

an

Add Question

• Multiple Choice: Several employees are meeting with __...

58. Multiple Choice: Several employees are meeting with __...

Points:1

Add Question

Question Several employees are meeting with ____ union official about filing a grievance.

Answer

a.

a

b.

an

Add Question

• Multiple Choice: Recently we interviewed two ____ job ...

59. Multiple Choice: Recently we interviewed two ____ job ...

Points:1

Add Question

Question Recently we interviewed two ____ job applicants.

Answer

a.

capable efficient

b.

capable, efficient

Add Question

• Multiple Choice: Michael performed ____ on the GMAT an...

60. Multiple Choice: Michael performed ____ on the GMAT an...

Points:1

Add Question

Question Michael performed ____ on the GMAT and should be able to get into a good graduate business school.

Answer

a.

well

b.

good

Add Question

• Multiple Choice: All speakers will sit in the ____ row...

61. Multiple Choice: All speakers will sit in the ____ row...

Points:1

Add Question

Question All speakers will sit in the ____ rows of the auditorium.

Answer

a.

first two

b.

two first

Add Question

• Multiple Choice: We're getting ____ few customers...

62. Multiple Choice: We're getting ____ few customers...

Points:1

Add Question

Question We're getting ____ few customers during our afternoon hours.

Answer

a.

to

b.

too

Add Question

• Multiple Choice: I can't believe that everyone ex...

63. Multiple Choice: I can't believe that everyone ex...

Points:1

Add Question

Question I can't believe that everyone except ____ agrees with Samantha.

Answer

a.

I

b.

me

Add Question

• Multiple Choice: The price of your hotel room includes...

64. Multiple Choice: The price of your hotel room includes...

Points:1

Add Question

Question The price of your hotel room includes a hot breakfast each morning ____.

Answer

a.

to

b.

too

Add Question

• Multiple Choice: Seated ____ the CEO is the executive ...

65. Multiple Choice: Seated ____ the CEO is the executive ...

Points:1

Add Question

Question Seated ____ the CEO is the executive vice president.

Answer

a.

beside

b.

besides

Add Question

• Multiple Choice: The work will be divided ____ Roxanne...

66. Multiple Choice: The work will be divided ____ Roxanne...

Points:1

Add Question

Question The work will be divided ____ Roxanne and Matthew.

Answer

a.

among

b.

between

Add Question

• Multiple Choice: Do you know where the meeting ____?

67. Multiple Choice: Do you know where the meeting ____?

Points:1

Add Question

Question Do you know where the meeting ____?

Answer

a.

is

b.

is at

Add Question

• Multiple Choice: Choose the best answer:

68. Multiple Choice: Choose the best answer:

Points:1

Add Question

Question Choose the best answer:

Answer

a.

Alicia reviewed the feedback submitted online, and was pleased to learn that 98 percent of customer comments complimented her company's service.

b.

Alicia reviewed the feedback submitted online; and was pleased to learn that 98 percent of customer comments complimented her company's service.

c.

Alicia reviewed the feedback submitted online and was pleased to learn that 98 percent of customer comments complimented her company's service.

Add Question



Points:1

Add Question


Answer

a.

Hilton Hotels will soon install new clocks in the rooms, then guests will be able to dock their MP3 players.

b.

Hilton Hotels will soon install new clocks in the rooms; then, guests will be able to dock their MP3 players.

c.

Hilton Hotels will soon install new clocks in the rooms; then guests will be able to dock their MP3 players.

Add Question

• Multiple Choice: Careful writers use ____ to introduce...

70. Multiple Choice: Careful writers use ____ to introduce...

Points:1

Add Question

Question Careful writers use ____ to introduce nonessential clauses.

Answer

a.

that

b.

which

Add Question



Points:1

Add Question


Answer

a.

Cynthia Heilesen wanted neither publicity nor reward.

b.

Cynthia Heilesen didn't want publicity; neither did she want reward.

Add Question



Points:1

Add Question


Answer

a.

You may either purchase your ticket with cash or credit may be used.

b.

You may use either cash or credit to purchase your ticket.

Add Question

• Multiple Choice: Senator Pimentel stated that he was _...

73. Multiple Choice: Senator Pimentel stated that he was _...

Points:1

Add Question

Question Senator Pimentel stated that he was ____ to the death penalty.

Answer

a.

averse

b.

adverse

Add Question



Points:1

Add Question


Answer

a.

Some of the top companies for customer service are Amazon Nordstrom and Lexus.

b.

Some of the top companies for customer service are Amazon, Nordstrom and Lexus.

c.

Some of the top companies for customer service are Amazon, Nordstrom, and Lexus.

Add Question



Points:1

Add Question


Answer

a.

You can as a matter of fact; get news updates delivered to your cell phone.

b.

You can, as a matter of fact get news updates delivered to your cell phone.

c.

You can, as a matter of fact, get news updates delivered to your cell phone.

Add Question



Points:1

Add Question


Answer

a.

On the other hand we could use the Web to reach more customers.

b.

On the other hand, we could use the Web, to reach more customers.

c.

On the other hand, we could use the Web to reach more customers.

Add Question



Points:1

Add Question


Answer

a.

What it was was a brilliant marketing campaign.

b.

What it was; was a brilliant marketing campaign.

c.

What it was, was a brilliant marketing campaign.

Add Question



Points:1

Add Question


Answer

a.

Be sure that the business cards for Lawrence W. George III are correctly printed.

b.

Be sure that the business cards for Lawrence W. George, III, are correctly printed.

c.

Be sure that the business cards for Lawrence W. George III, are correctly printed.

Add Question



Points:1

Add Question


Answer

a.

We offer our customers free returns, consequently customers feel more comfortable making purchases online.

b.

We offer our customers free returns; consequently, customers feel more comfortable making purchases online.

c.

We offer our customers free returns; consequently customers feel more comfortable making purchases online.

Add Question



Points:1

Add Question


Answer

a.

A number of biotech firms are represented, Amgen, Genentech, Genzyme, and ImClone Systems.

b.

A number of biotech firms are represented Amgen, Genentech, Genzyme, and ImClone Systems.

c.

A number of biotech firms are represented: Amgen, Genentech, Genzyme, and ImClone Systems.

Add Question



Points:1

Add Question


Answer

a.

The company is considering expanding its operations to South American markets, for instance, Brazil, Venezuela, and Chile.

b.

The company is considering expanding its operations to South American markets; for instance, Brazil, Venezuela, and Chile.

c.

The company is considering expanding its operations to South American markets; for instance Brazil, Venezuela, and Chile.

Add Question



Points:1

Add Question


Answer

a.

We considered the following franchise opportunities, Port City Java, Planet Beach, and Handyman Connection.

b.

We considered the following franchise opportunities; Port City Java, Planet Beach, and Handyman Connection.

c.

We considered the following franchise opportunities: Port City Java, Planet Beach, and Handyman Connection.

Add Question



Points:1

Add Question


Answer

a.

Marcus was reimbursed for the VAT, wasn't he?

b.

Marcus was reimbursed for the V.A.T., wasn't he?

c.

Marcus was reimbursed for the VAT, wasn't he.

Add Question



Points:1

Add Question


Answer

a.

For just $49.99 a month, you can have unlimited trades on the NYSE.

b.

For just $49,99 a month, you can have unlimited trades on the NYSE.

c.

For just $49 99 a month, you can have unlimited trades on the N.Y.S.E.

Add Question



Points:1

Add Question


Answer

a.

Candace gets along well with her stepmother.

b.

Candace gets along well with her step-mother.

c.

Candace gets along well with her step mother.

Add Question

• Multiple Choice: (De-emphasize) Choose the best answer:

86. Multiple Choice: (De-emphasize) Choose the best answer:

Points:1

Add Question

Question (De-emphasize) Choose the best answer:

Answer

a.

The committee reportsee page 31 of the newsletterdescribes the proposal in detail.

b.

The committee report (see page 31 of the newsletter) describes the proposal in detail.

c.

The committee report, see page 31 of the newsletter, describes the proposal in detail.

Add Question

• Multiple Choice: (De-emphasize) Choose the best answer:

87. Multiple Choice: (De-emphasize) Choose the best answer:

Points:1

Add Question

Question (De-emphasize) Choose the best answer:

Answer

a.

Our 2011 financial statements, see Appendix A, show great improvement over last year.

b.

Our 2011 financial statementssee Appendix Ashow great improvement over last year.

c.

Our 2011 financial statements (see Appendix A) show great improvement over last year.

Add Question



Points:1

Add Question


Answer

a.

Todays college students don't know what life is like without technology.

b.

Today's college students don't know what life is like without technology.

c.

Todays' college students don't know what life is like without technology.

Add Question



Points:1

Add Question


Answer

a.

a passion for British rock

b.

a passion for british rock

Add Question



Points:1

Add Question


Answer

a.

courses in philosophy and French literature

b.

courses in Philosophy and French Literature

Add Question



Points:1

Add Question


Answer

a.

our supervisor, Ellen Kruse

b.

our Supervisor, Ellen Kruse

Add Question



Points:1

Add Question


Answer

a.

investigations by the late Senator McCarthy

b.

investigations by the Late Senator McCarthy

Add Question

• Multiple Choice: The county ____ is responsible for de...

93. Multiple Choice: The county ____ is responsible for de...

Points:1

Add Question

Question The county ____ is responsible for delivering subpoenas.

Answer

a.

martial

b.

marshall

c.

marshal

Add Question



Points:1

Add Question


Answer

a.

One Broad Street

b.

1 Broad Street

Add Question



Points:1

Add Question


Answer

a.

5400 employees

b.

5,400 employees

Add Question



Points:1

Add Question


Answer

a.

four parking spaces for 11 employees

b.

4 parking spaces for 11 employees

Add Question



Points:1

Add Question


Answer

a.

warranty period of 90 days

b.

warranty period of ninety days

Add Question



Points:1

Add Question


Answer

a.

Lisa Robertson, 47, and Greg Robertson, 50

b.

Lisa Robertson, forty-seven, and Greg Robertson, fifty

Add Question



Points:1

Add Question


Answer

a.

we need 30 forty-four cent stamps

b.

we need thirty 44-cent stamps

Add Question



Points:1

Add Question


Answer

a.

legal paper measuring eight by fourteen inches

b.

legal paper measuring 8 by 14 inches

Student

Section

0B51

Section

0001

Section

0901

O'Hern White Gillis

1 87.00 88.00 80.00

2 97.00 88.00 83.00

3 82.00 93.00 75.00

4 80.00 100.00 83.00

5 87.00 82.00 80.00

6 82.00 83.00 87.00

7 100.00 87.00 63.00

8 80.00 78.00

9 65.00 82.00

10 82.00 75.00

11 75.00 85.00

12 88.00 85.00

13 70.00 73.00

14 77.00 83.00

15 90.00 93.00

16 75.00 72.00

17 90.00

18 60.00

19 52.00

20 85.00

21 85.00

22 88.00

23 83.00

24 72.00

25 97.00

26 73.00

27 73.00

28 73.00

29 80.00

7/7 12/16 18/29

Per Class 100% 75% 62% All Sections 71%

OST 164 2015 FALL

Final Exam Results

% scoring 77 or higher on Final Exam

OST 149 FINAL EXAM

question question type points

Final Exam Pool draw 100 of 177 1.05 ea. MC Qu. 1 The states and the federal government collect ... Multiple Choice

1.05

MC Qu. 2 Who is responsible for gathering and filing ... Multiple Choice

1.05

MC Qu. 3 Examples of public data collected by law ... Multiple Choice

1.05

MC Qu. 4 If a patient dies of natural causes while ... Multiple Choice 1.05 MC Qu. 5 Which of the following is not required on ... Multiple Choice

1.05

MC Qu. 6 The public official who investigates and ... Multiple Choice

1.05

MC Qu. 7 An obstetrician who delivers babies knows ... Multiple Choice

1.05

MC Qu. 8 Generally, birth and death certificates ... Multiple Choice 1.05 MC Qu. 9 In which of the following cases would it ... Multiple Choice

1.05

MC Qu. 10 A person dies as a result of a carjacking ... Multiple Choice

1.05

MC Qu. 11 A death has occurred under normal ... Multiple Choice 1.05 MC Qu. 12 Which of the following accurately describes ... Multiple Choice

1.05

MC Qu. 13 A division of medicine that incorporates law ... Multiple Choice

1.05

MC Qu. 14 Which of the following is not a purpose of ... Multiple Choice

1.05

MC Qu. 15 The power of the states to initiate public ... 1.05


Multiple Choice MC Qu. 16 Which of the following is an example of ... Multiple Choice

1.05

MC Qu. 17 The state of Virginia checks all restaurants ... Multiple Choice

1.05

MC Qu. 18 Which of the following is an example of a ... Multiple Choice

1.05

MC Qu. 19 Which of the following examples of public ... Multiple Choice

1.05

MC Qu. 20 Certain sexually transmitted infections ... Multiple Choice

1.05

MC Qu. 21 What is the main reason health care ... Multiple Choice 1.05 MC Qu. 22 Which of the following individuals with ... Multiple Choice

1.05

MC Qu. 23 Which of the following individuals would ... Multiple Choice

1.05

MC Qu. 24 The National Childhood Vaccine Injury Act ... Multiple Choice

1.05

MC Qu. 25 Who decides who gets compensation as a ... Multiple Choice

1.05

MC Qu. 26 In most states, which of the following ... Multiple Choice 1.05 MC Qu. 27 Samantha lives next door to a ninety-year ... Multiple Choice

1.05

MC Qu. 28 Which of the following victims was the ... Multiple Choice

1.05

MC Qu. 29 Which agency tests and approves ... Multiple Choice 1.05 MC Qu. 30 Which of the following agencies registers ... Multiple Choice

1.05

MC Qu. 31 General regulations mandated by the ... 1.05


Multiple Choice MC Qu. 32 A physician issues a medical prescription ... Multiple Choice

1.05

MC Qu. 33 Which of the following schedule of drugs ... Multiple Choice

1.05

MC Qu. 34 A physician prescribes pentobarbital for a ... Multiple Choice

1.05


1.05

MC Qu. 1 Title VII of the Civil Rights Act of 1964 ... Multiple Choice

1.05

MC Qu. 2 A practice manager fires a medical ... Multiple Choice 1.05 MC Qu. 3 Which of the following may be used as ... Multiple Choice 1.05 MC Qu. 4 Quid pro quo is prohibited under the Equal ... Multiple Choice

1.05

MC Qu. 5 Which of the following federal laws makes ... Multiple Choice

1.05

MC Qu. 6 A nursing home administrator sets up ... Multiple Choice 1.05 MC Qu. 7 Which of the following wage and hour laws ... Multiple Choice

1.05

MC Qu. 8 The primary source of information for OSHA ... Multiple Choice

1.05

MC Qu. 9 OSHA has five priorities. Which of the ... Multiple Choice 1.05 MC Qu. 10 An OSHA inspector finds that a hospital ... Multiple Choice

1.05

MC Qu. 11 Many states have right-to-know laws. These ... Multiple Choice

1.05

MC Qu. 12 Which of the following occurs when an OSHA ... 1.05


Multiple Choice MC Qu. 13 Material Safety Data Sheets (MSDS) ... Multiple Choice 1.05 MC Qu. 14 The Bloodborne Pathogen Standard is ... Multiple Choice 1.05 MC Qu. 15 OSHA standards for medical settings and ... Multiple Choice

1.05

MC Qu. 16 Employees in medical facilities often use ... Multiple Choice

1.05

MC Qu. 17 Which of the following specifically states... Multiple Choice

1.05

MC Qu. 18 Which of the following acts mandated that ... Multiple Choice

1.05

MC Qu. 19 In 2012, OSHA published the first major ... Multiple Choice

1.05

MC Qu. 20 When must manufacturers have all products ... Multiple Choice

1.05

MC Qu. 21 In the revision to the Hazard Communication ... Multiple Choice

1.05

MC Qu. 22 The OSHA Ionizing Radiation Standard ... Multiple Choice

1.05

MC Qu. 23 Sarah is starting a new job as a medical ... Multiple Choice

1.05

MC Qu. 24 Which of the following is an OSHA guideline ... Multiple Choice

1.05

MC Qu. 25 Which of the following is not a requirement ... Multiple Choice

1.05

MC Qu. 26 Federal and state ... Multiple Choice 1.05 MC Qu. 27 An employee of a hospital is injured on the ... Multiple Choice

1.05


MC Qu. 28 An employee of a nursing home is injured on ... Multiple Choice

1.05

MC Qu. 29 An employee who is laid off from his job ... Multiple Choice

1.05

MC Qu. 30 Which of the following is needed for a claim ... Multiple Choice

1.05

MC Qu. 31 Which of the following information should ... Multiple Choice

1.05

MC Qu. 32 A practice manager is interviewing a medical ... Multiple Choice

1.05

MC Qu. 33 A practice manager is interviewing medical ... Multiple Choice

1.05

MC Qu. 34 A bonded employee in a medical office ... Multiple Choice

1.05

MC Qu. 35 Which of the following is not an area of ... Multiple Choice

1.05

MC Qu. 1 The children in a family all have blue ... Multiple Choice 1.05 MC Qu. 2 The process by which traits are passed on ... Multiple Choice

1.05

MC Qu. 3 The combination of proteins called ... Multiple Choice 1.05 MC Qu. 4 How many chromosomes are normally found ... Multiple Choice

1.05

MC Qu. 5 Which of the following do chromosomes ... Multiple Choice

1.05

MC Qu. 6 How are the chromosomes that make up the ... Multiple Choice

1.05

MC Qu. 7 The Human Genome Project, funded by the ... Multiple Choice

1.05


MC Qu. 8 A gene that predisposes a woman to breast ... Multiple Choice

1.05

MC Qu. 9 The medical examiner is attempting to ... Multiple Choice 1.05 MC Qu. 10 Amniocentesis is what type of genetic ... Multiple Choice 1.05 MC Qu. 11 A permanent change in DNA is the usual ... Multiple Choice

1.05

MC Qu. 12 An obstetrician is caring for a young woman ... Multiple Choice

1.05

MC Qu. 13 Partially due to a study done by Harvard ... Multiple Choice

1.05

MC Qu. 14 In 1996, a federal law was passed that ... Multiple Choice 1.05 MC Qu. 15 In 2008, what federal law was passed that ... Multiple Choice

1.05

MC Qu. 16 The question of who may patent genes was ... Multiple Choice

1.05

MC Qu. 17 Scientists are able to manipulate DNA ... Multiple Choice 1.05 MC Qu. 18 One type of genetic engineering that is ... Multiple Choice

1.05

MC Qu. 19 Which of the following is an objective of ... Multiple Choice

1.05

MC Qu. 20 Transplanting animal tissues and organs ... Multiple Choice

1.05

MC Qu. 21 Stem cells that develop into neuronal ... Multiple Choice 1.05 MC Qu. 22 Which of the following statements regarding ... Multiple Choice

1.05

MC Qu. 23 A physician is using somatic gene therapy ... Multiple Choice

1.05


MC Qu. 24 Infertility is considered to be the failure ... Multiple Choice

1.05

MC Qu. 25 A fertility specialist brings an infertile ... Multiple Choice 1.05 MC Qu. 26 Which of the following accurately describes ... Multiple Choice

1.05

MC Qu. 27 A young infertile couple asks their ... Multiple Choice 1.05 MC Qu. 28 An infertile couple who is adopting a ... Multiple Choice 1.05 MC Qu. 29 Which of the following types of adoption ... Multiple Choice

1.05

MC Qu. 30 A state agency removes a 10-year-old male ... Multiple Choice

1.05

MC Qu. 31 Which of the following legislation allows ... Multiple Choice

1.05

MC Qu. 32 A new mother leaves her infant daughter in ... Multiple Choice

1.05

MC Qu. 33 Which of the following is true regarding ... Multiple Choice

1.05

MC Qu. 34 A 17-year-old female lives with her parents ... Multiple Choice

1.05

MC Qu. 35 Which of the following is a right ... Multiple Choice 1.05 MC Qu. 36 A teenager who is pregnant receives an ... Multiple Choice

1.05

MC Qu. 1 For which of the following reasons did ... Multiple Choice 1.05 MC Qu. 2 An early custom for mourners was to go ... Multiple Choice

1.05

MC Qu. 3 From which ancient custom do wakes held ... Multiple Choice

1.05

MC Qu. 4 What was the significance of placing a ... 1.05


Multiple Choice MC Qu. 5 States have their own criteria for ... Multiple Choice 1.05 MC Qu. 6 According to the Uniform Determination ... Multiple Choice

1.05

MC Qu. 7 A Persistent vegetative state(PVS) exists as ... Multiple Choice

1.05

MC Qu. 8 Technically, it can be said that death ... Multiple Choice 1.05 MC Qu. 9 A patient dies under suspicious ... Multiple Choice 1.05 MC Qu. 10 What may be the consequential result of ... Multiple Choice

1.05

MC Qu. 11 Autopsies must be performed in cases in ... Multiple Choice

1.05

MC Qu. 12 A patient has been diagnosed with ... Multiple Choice 1.05 MC Qu. 13 Which of the following is not a goal of ... Multiple Choice

1.05

MC Qu. 14 Traditionally, in educational programs for ... Multiple Choice

1.05

MC Qu. 15 A physician suggests hospice care for a ... Multiple Choice

1.05

MC Qu. 16 For patients to be eligible for hospice ... Multiple Choice 1.05 MC Qu. 17 Which of the following correctly describes ... Multiple Choice

1.05

MC Qu. 18 Palliative care programs are available in ... Multiple Choice

1.05

MC Qu. 19 Increasingly, schools that train health ... Multiple Choice 1.05 MC Qu. 20 According to a 2013 study done by the ... Multiple Choice

1.05


MC Qu. 21 The right to die first became a matter for ... Multiple Choice

1.05

MC Qu. 22 The l989 Uniform Rights of the Terminally ... Multiple Choice

1.05

MC Qu. 23 Which state law was the first state law pass ... Multiple Choice

1.05

MC Qu. 24 In 1967, what entity devised the original ... Multiple Choice

1.05

MC Qu. 25 A patient asks his physician "Can you help ... Multiple Choice

1.05

MC Qu. 26 Which of the following is the legal term ... Multiple Choice

1.05

MC Qu. 27 How is a health care proxy different than ... Multiple Choice

1.05

MC Qu. 28 Passed in 1984, what does the National ... Multiple Choice

1.05

MC Qu. 29 Which of the following was the goal of the ... Multiple Choice

1.05

MC Qu. 30 What was the purpose of the creation of the ... Multiple Choice

1.05

MC Qu. 31 Which of the following in not an organ that ... Multiple Choice

1.05

MC Qu. 32 Which of the following statements best ... Multiple Choice

1.05

MC Qu. 33 What aspect of death and dying did the ... Multiple Choice

1.05


1.05

MC Qu. 35 Which of the following occurs in Stage 5 ... 1.05


Multiple Choice MC Qu. 1 What is the term for those individuals who ... Multiple Choice

1.05

MC Qu. 2 Which of the following stakeholders are ... Multiple Choice

1.05

MC Qu. 3 Employers hope to contract with health ... Multiple Choice 1.05 MC Qu. 4 Programs such as Medicare, Medicaid ... Multiple Choice 1.05 MC Qu. 5 Which of the following sell health care ... Multiple Choice 1.05 MC Qu. 6 Which of the following organizations ... Multiple Choice 1.05 MC Qu. 7 Which of the following health care ... Multiple Choice 1.05 MC Qu. 8 The term that describes the amount of money ... Multiple Choice

1.05

MC Qu. 9 The total cost of health care in the United ... Multiple Choice

1.05

MC Qu. 10 Which of the following statements is true ... Multiple Choice

1.05

MC Qu. 11 If current trends with the percentage of ... Multiple Choice

1.05

MC Qu. 12 According to a 2014 report by the ... Multiple Choice 1.05 MC Qu. 13 According to the Centers for Medicare and ... Multiple Choice

1.05

MC Qu. 14 According to a study done by the... Multiple Choice 1.05 MC Qu. 15 According to the Health Care Cost ... Multiple Choice 1.05 MC Qu. 16 According to the Health Care Cost ... Multiple Choice 1.05 MC Qu. 17 All of the following are true about patients ... Multiple Choice

1.05


MC Qu. 18 The Agency for Healthcare Research and ... Multiple Choice

1.05

MC Qu. 19 A powerful computer is used to develop new ... Multiple Choice

1.05

MC Qu. 20 The science that defines how individuals are ... Multiple Choice

1.05

MC Qu. 21 The science of determining how genes cause ... Multiple Choice

1.05

MC Qu. 22 The study of changes in gene activity that ... Multiple Choice

1.05

MC Qu. 23 What has been the largest barrier to using ... Multiple Choice

1.05

MC Qu. 24 Which of the following conditions has been ... Multiple Choice

1.05

MC Qu. 25 The study of the proteins that genes create ... Multiple Choice

1.05

MC Qu. 26 The 2012 costs for diabetes and diabetic ... Multiple Choice

1.05

MC Qu. 27 The products and services that leverage ... Multiple Choice

1.05

MC Qu. 28 Which of the following statements is true ... Multiple Choice

1.05

MC Qu. 29 What did PricewaterhouseCoopers estimate ... Multiple Choice

1.05

MC Qu. 30 In a survey done by the IMS Institute for ... Multiple Choice

1.05

MC Qu. 31 In a survey done by the IMS Institute for ... Multiple Choice

1.05

MC Qu. 32 According to the 2014 publication Healthcare ... 1.05


Multiple Choice MC Qu. 33 According to the Kaiser Foundation, which ... Multiple Choice

1.05

MC Qu. 34 According to the Institute for the Future ... Multiple Choice

1.05

MC Qu. 35 What development has provided for an ... Multiple Choice

1.05

MC Qu. 36 According to the Institute for the Future ... Multiple Choice

1.05

Column User Value >=77 <77

Module Sixteen: OST 149 FINAL EXAM 1 79.8 80
























# >=77 #<77 # taken

0901 only 16 8 24

















# >=77 #<77 # taken

2901 only 12 4 16

All Sections 28 12 40

%>=77

67%

%>=77

75%

70%

Course ShortTitle Cred. #Sections A B C D

OST-149 Medical Legal Issues 3 9 42 64 48 16

GRADE DISTRIBUTRIBUTION 2014-15ION 2014-15

F

29

OST 131 TIMED WRITING AVERAGES

2015-16

FA15 0002 FA15 0003 FA15 0901 FA15 0902

Green Green O'Hern Burden

Name

Student #1 Y Y Y Y

Student #2 Y Y Y Y

Student #3 Y N Y Y

Student #4 Y Y Y Y

Student #5 Y Y Y Y

Student #6 Y Y Y Y

Student #7 Y Y Y Y

Student #8 Y Y Y Y

Student #9 Y Y N Y

Student #10 Y Y Y Y

Student #11 Y Y Y Y

Student #12 Y Y Y Y

Student #13 Y N Y Y

Student #14 Y Y

Student #15 Y Y

Student #16 Y Y

Student #17 Y Y

Student #18 Y Y

Student #19 Y Y

Student #20 Y Y

Student #21 Y Y

Student #22 N Y

Student #23 Y

Student #24 N

Student #25 N

Student #26 N

Student #27 N

Student #28 Y

Student #29 Y

Student #30 Y

Student #31 Y

13 11 20 27

0 2 2 4

OST 131

30 wpm <=5errors

# >=30 wpm <=5errors

# not meeting min req

WORK-BASED LEARNING GRADE REPORT WORKSHEET

STUDENT NAME Datatel: STUDENT PHONE NO. H: C: W: STUDENT E-MAIL CURRICULUM SEMESTER COURSE NUMBER FACULTY COORDINATOR EMPLOYER EMPLOYER ADDRESS

SUPERVISOR

SUPERVISOR PHONE NO. W: C:

W: C:

SUPERVISOR E-MAIL

A. On-Site Visitation Assessment:

i Employer: 5 pts. max.

ii Student: 5 pts. max.

iii. Faculty Coordinator: 5 pts. max.

B. Mid-Term Evaluation Assessment: 5 pts. max.

C. MLO 1 Assessment: (Workbook pg. 6 or7) 10 pts. max.

D. MLO 2 Assessment: (Workbook pg. 6 or 7) 10 pts. max.

E. MLO 3 Assessment: (Workbook pg. 6 or 7) 10 pts. max.

F. Supervisor’s Evaluation of Student (Workbook pg. 9) 20 pts. max.

G. Attendance Assessment: (Workbook pg. 9) 10 pts. max.

H. Student’s Self-Evaluation Assessment: (Workbook Pg. 11) 10 pts. max.

I. Faculty Coordinator Assessment: 10 pts. max.

Comment (if any): _____________________________________________________________ ____________________________________________________________________________

FINAL COURSE SCORE #:

FINAL COURSE LETTER GRADE:

NOTE: Please attach worksheet on the front of student’s Work-Based Learning Workbook. Faculty Coordinator Signature Date GRADING SCALE 100 – 93 = A 84 – 77 = C

92 – 85 = B 76 – 70 = D Work-Based Learning Coordinator Signature Date

Put Letter Grade on Workbook Cover

Fall 2015 MLO #1 MLO #2 MLO #3 >=23 pts <23 pts

1 10 10 10 302 10 10 10 303 10 10 10 304 9 7 7 235 10 10 10 306 10 10 10 307 5 6 5 168 0 0 0 09 7 8 10 25

10 10 10 10 3011 10 10 10 3012 10 9 9 2813 9 9 10 2814 10 10 10 3015 10 10 10 3016 10 10 10 3017 9.5 9.5 9.5 28.518 9 5 8 2219 10 10 10 3020 9 9 10 2821 10 8 8 26

Spring 20161 8 8 10 262 10 10 10 303 8 9 8 254 9 10 9 285 10 10 10 306 10 10 10 307 10 10 10 308 10 10 10 309 10 10 10 30

10 10 10 10 3011 9 10 10 2912 10 10 10 3013 10 10 10 3014 10 10 10 3015 8 9 9 2616 10 10 10 3017 9 10 9 2818 10 10 10 3019 9 10 9 2820 10 10 10 3021 8 10 10 28

Work-Based Learning 2015-16 MLO Results

22 9 10 10 2923 8 8 7 2324 9 7 8 2425 - - - 0

26 6 7 5 1827 10 10 8 28

>=23 pts <23 pts

TOTAL 0.90% 0.10%

Fayetteville Technical Community College

Academic Program Review

Medical Office Administration

Current Version Originally Published Spring 2014

Last Revised: January 2, 2014

Proponent: Vice President for Academic and Student Services

Available online at: http://www.faytechcc.edu/institutional_effectiveness/handbookmanualplans.aspx

Fayetteville Technical Community College is accredited by the Southern Association of Colleges and Schools Commission on Colleges to award associate degrees, diplomas and certificates. Contact the Commission on Colleges at 1866 Southern Lane, Decatur,

Georgia 30033-4097 or call 404-679-4500 for questions about the accreditation of Fayetteville Technical Community College.

Fayetteville Technical Community College P.O. Box 35236

Fayetteville, North Carolina 28303-0236

(910) 678-8400

FTCC Form P-1 2 Revised 01/02/2014

` FAYETTEVILLE TECHNICAL COMMUNITY COLLEGE

Table of Contents

X. Academic Program Review

X-1 Mission ......................................................................................................... 3

X-2 Purpose of Review ....................................................................................... 3

X-3 Overview of Program Review Process ...................................................... 3 X-3.1 Program Description, Policies, and Affiliations .................................. 4 X-3.2 Program Curriculum ........................................................................... 7 X-3.3 Faculty ............................................................................................. 14 X-3.4 Resources and Support Services .................................................... 20 X-3.5 Enrollment, Recruitment, and Outcomes Assessment ...................... 23 X-3.6 Constituency Satisfaction ................................................................. 36 X-3.7 Appraisal and Direction for the Future .............................................. 37

X-4 Appendices ................................................................................................ 41


X-1 Mission The mission of Fayetteville Technical Community College (FTCC) is to serve our community as a learning-centered institution to build a globally competitive workforce supporting economic development. FTCC promotes the growth of the whole person in a caring environment that encourages strong ethical values, personal integrity, and a sense of responsibility to the needs of society.

X-2 Purpose of Review The purpose of program review is to strengthen department programs and increase department efficiencies and effectiveness. The review assesses and critically evaluates a program’s stated outcomes and use of supporting resources to measure if the program is fulfilling its goals and adequately supports the College mission. The process necessitates documenting successful and unsuccessful efforts, identifying future needs, and verifying compliance with accreditation and college standards. The results of the review process will serve as a tool for continuous program improvements and will impact the institutional and program-level planning and budgeting activities. Program review becomes the baseline measurement of where the program is right now, where program managers would like for it to be in the next one to five years and planned achievement targets, qualitative and quantitative measurements, analysis of those measurements to report findings, and projected action plans and dates for reaching those future objectives. Program review is not intended to replace formal assessment activities in the WEAVE Assessment Management System and is intended to provide additional support and quantitative/qualitative evidence to further support the outcomes and findings housed in WEAVE.

X-3 Overview of Program Review Process

1. The Program Review Process (PRP) begins with a Program Self-Study. The Department Chair organizes a team to conduct the Self-Study. The team must include the Department Chair (or Program Coordinator), all full time faculty members regularly teaching program courses and at least one part-time faculty member that has taught in the program for two or more semesters. All required historical statistical and numerical data will be provided by the Human Resources, Workforce Development, and Institutional Effectiveness (HR/WFD/IE) Office.

2. Teams shall use the current electronic version of the Program Review Self-Study template (Fill-in form P-1). Supplemental information and supporting documentation is highly encouraged to adequately support the program review findings.

3. A full Self-Study shall be submitted to the Chief Academic Officer (CAO) every three (3) years with annual updates submitted by March 15 of the academic year


during the subsequent two years. Timely submission and quality of analysis will be addressed as part of the Department Chair/Program Coordinator’s annual performance appraisal.

4. Upon submission of the full 3-year program review, the departmental Program Review Team will meet to prepare a presentation of their self-assessment findings and recommendations to the CAO, AVP for Curriculum Programs, and the appropriate Academic Program Dean. The presentation must include the Self-Study Team’s recommendations for continuous improvement and required program support to implement those improvements. These recommendations shall be considered during future budgets and personnel decisions. Department Chairs/Program Coordinators shall submit necessary budget decision packages (see fill-in forms E-5, E-6, E-28, E-15, F-2, I-11, and O-1).

5. The remainder of this publication reflects items that must be included in the program review and mirror the contents of the program review fill-in form (P-1).

X-3.1 Program Description, Policies, and Affiliations (Self-Study Team’s assessment) A. Provide a description of the program. This curriculum prepares individuals for employment in medical and other health-care related offices. Course work will include medical terminology, information systems, office management, medical coding, billing and insurance, legal and ethical issues, and formatting and word processing. Students will learn administrative and support functions and develop skills applicable in medical environments.

Employment opportunities are available in medical and dental offices, hospitals, insurance companies, laboratories, medical supply companies, and other health-care related organizations.


B. Discuss how the program supports the College in fulfilling its mission. List your program’s mission, targeted future goals and objectives and how those goals/objectives are linked to the College’s Institutional Goals and Strategies located in the FTCC Strategic Plan. The Medical Office Administration program supports FTCC's mission by providing a quality networking education program to enhance the IT professional workforce in a global economy. The efforts to remain current with healthcare changes in practice and technologies are the key to continued support of that mission. Through continued collaboration with medical professionals, our program will remain current and our impact will continue to be beneficial to the workforce in the 21st century.

C. Beyond general College admission policies, list any special requirements pertaining to program admission (i.e. passing a background check, GPA requirement, etc.). The Medical Office Administration Department does not require any additional admissions requirements in addition to FTCC’s current policies.


D. List articulation or other such agreements that the program currently has with other community colleges or four-year institutions. Briefly describe the details of such agreements, including when the agreements were last reviewed, updated and approved by the partnering colleges. Currently, there are no active formal articulation agreements with other community colleges or four-year institutions.

E. List specific linkages or partnerships the program has with local businesses, community or civic organizations, K-12 schools, etc. Briefly describe the nature of such partnerships. Include relevant contact information for partnering businesses, organizations, etc. A certificate in Medical Coding and Billing is available under our High School Connections program. To be eligible, the High School Connections student would need to take the OST 141, OST 142, OST 148, OST 149, OST 247 and OST 248. OST 141 and OST 142 is also offered to High School Connections students enrolled in the Emergency Medical Science certificate. In addition, effect spring 2015, OST 141 and OST 142 will be taught at the Howard Health and Life Sciences High School.


X-3.2 Program Curriculum (Self-Study Team’s assessment) A. List the program’s approved plan of study. Provide the suggested sequence of course numbers, titles, and credits. Currently, the student course program of study is listed below: FAYETTEVILLE TECHNICAL COMMUNITY COLLEGE MEDICAL OFFICE ADMINISTRATION (A25310) Effective Date: Fall 2014 Revised: 03/06/14 Length: 5 Semesters Prerequisite: High School Diploma and 1 unit of Algebra, Placement Test Equivalent Award: Associate in Applied Science FALL SEMESTER 1 Prefix No. Title Class Lab Clinical Credit

ACA Elective 1 0 0 1 ENG111 Writing and Inquiry 3 0 0 3 OST130 Comprehensive Keyboarding 2 2 0 3 or OST131 Keyboarding 1 2 0 2 OST141 Med Terms I – Med Office 3 0 0 3 OST149 Medical Legal Issues 3 0 0 3

Math Elective 2 2 0 3 ----- ----- ----- -----

Totals 13 4 0 15 SPRING SEMESTER 1 Prefix No. Title Class Lab Clinical Credit CIS-110 Introduction to Computers 2 2 0 3 or OST137 Office Software Applications 2 2 0 3 OST132 Keyboard Skill Building 1 2 0 2 OST136 Word Processing 2 2 0 3 OST142 Med Terms II – Med Office 3 0 0 3 OST148 Med Coding, Billing & Ins 3 0 0 3 OST164 Text Editing Applications 3 0 0 3 ----- ----- ----- -----

Totals 14 6 0 17 SUMMER SEMESTER 1 Prefix No. Title Class Lab Clinical Credit

Major Elective 3 0 0 3 Social Behavioral Science Elective 3 0 0 3

----- ----- ----- ----- Totals 6 0 0 6

FALL SEMESTER 2 Prefix No. Title Class Lab Clinical Credit COM120 Intro Interpersonal Com 3 0 0 3 or COM231 Public Speaking 3 0 0 3 MED116 Introduction to A & P 3 2 0 4 OST236 Adv Word/Information Proc 2 2 0 3 OST281 Emerg Issue in Med Ofc 3 0 0 3

Major Elective 2 0 0 2 ----- ----- ----- -----

Totals 13 4 0 15 SPRING SEMESTER 2 Prefix No. Title Class Lab Clinical Credit OST243 Med Office Simulation 2 2 0 3 OST285 Adv Emerg Issu in Med Ofc 3 0 0 3 WBL111 Work-Based Learning I 0 0 10 1

Humanities/Fine Arts Elective 3 0 0 3 Major Elective 2 0 0 2

----- ----- ----- ----- Totals 10 2 10 12

TOTAL REQUIRED CREDITS.... 65 Work-Based Learning Option: One (1) credit hour is required. Qualified students may elect to take up to one (1) additional credit hours of Work-Based Learning in lieu of a Major elective provided they acquire approval from the Work-Based Learning Coordinator and the Department Chairperson. *Note: Students may not take an introductory foreign language to fulfill the Humanities/Fine Arts requirement.


With regards to the major elective requirement, student have the autonomy to select their own area of specialization. This allows them, if they so choose, to spin off one or all of the certificate options available through MOA. C25310C1 Medical Office Administration Certificate C25310C2 Medical Coding Specialist Certificate C25310C3 Dental Office Specialist C25310C4 Inpatient Medical Coding Specialist

B. State the specific student learning outcomes and graduation competencies of the program. Describe them in measurable terms including discussion of the department approved metrics/rubrics used to assess those competencies. Include references to the program’s general education outcomes and career-related skills. For example, link program outcomes to the approved FTCC General Education Competencies located on the College’s Human Resources, Workforce Development and Institutional Effectiveness website.

Student Learning Outcomes FTCC General Education Competencies Graduate Competencies Communicate effectively with customers, co-workers, and employers.

Students will communicate effectively using the conventions of American Standard English in professional and academic environments.

Display professional communication skills.

Use critical thinking skills to make logical decisions in composing technical business documents by applying the rules of business English.

Use critical thinking to analyze problems and make logical decisions.

Demonstrate critical thinking skills in complete sentences, content, grammar, punctuation, capitalization, etc.

Our graduates must be prepared to serve within our community as well as across the globe as administrative support and office professionals for entry-level, supervisory, and middle management positions in business, government, and industry positions.

Demonstrate socialization skills that support cultural awareness and a global perspective.

Prepare a well written report to communicate complex ideas clearly medical office professionals.

Complete various assignments in the QuickBooks software. Students will complete an assignment that requires them to enter payroll information and produce a report.

Demonstrate quantitative competencies. Handle payroll at their place of employment.

Work effectively in a computerized word processing environment.

Demonstrate computer literacy. Perform comprehensive fundamental word processing concepts.


C. How does the curriculum ensure that it is and/or remains relevant to students in the 21st century and the expected challenges and opportunities they will face upon graduation? Textbooks and software are chosen and updated as policies/procedures change within the field. The program advisory committee is used to provide such information needed to stay current with those changes.

D. Describe the methods (formal and/or informal) used to ensure continued program currency. How the faculty is involved in the process to maintain program currency? How is the program advisory committee involved? How have outside consultants been used? In order to remain current, adjunct instructors are hired who are currently working in the field. Those adjuncts are brought in routinely for various meetings and training classes to allow them to share their knowledge from the workplace. The program advisory committee is consulted throughout the year in various meetings and phone calls to discuss what is current within their scope of practice and what they would like for our students to have as they enter the workplace.


E. What changes have been made to the curriculum program of study during the past three years? Why were these changes made? Did the changes result in anticipated outcomes originally driving the change? Changes made with the last few years have been to reduce the total number of hours required per FTCC guidelines. Other program specific changes include the creation of additional courses added to the major other pick list to allow students the autonomy to determine their areas of specialty. Through this selection process, certificate programs are generated for the student to complete in addition to their degree. Some of the courses added were courses that are only required in the Office Administration curricula. This change to the program opened the door to a higher number of certificate graduates in Medical Office Administration as well as our “sister” program of Office Administration. Students appreciate the ability to demonstrate their competency in specialized fields.

F. What curriculum changes are currently being considered? Why? Other curriculum changes are the addition of more certificate programs, such as an Electronic Health Record and Medical Document Specialist. With the increase in medical facilities using EHRs, the need for specialized training is evident. There are individuals currently working in the field who are not interested in obtaining a degree, but need career-specific training to retain their current positions.


G. List members of the program’s advisory committee (if one exists). Include names, titles, and backgrounds, how long members have served, and any criteria used by the program leadership to select members. Ms. Crystal Black Social Work Program Manager Cumberland County Dept. of Social Services Member since 2001 Dr. Andrea Dickerson OB/GYN Specialist A Woman's Place Member since 2003 Ms. Polly Weese HR Manager Highsmith Rainey Member since 2007 Mrs. Tanja Mclntosh Insurance Biller Cape Fear Family Medical Care Member since 2011 Serious consideration is given in the selection of members of the Medical Office Administration Advisory Committee. Individuals from various backgrounds and types of employment are used to offer a wide-range of opinion and feedback to assist in the decision-making process for the MOA program.

H. How often does the advisory committee meet? Describe how active the committee is as issues are discussed related to the program. Identify how meetings are conducted and how recommendations are put forward for consideration of approval. Attach a copy of the last advisory committee meeting minutes as supporting documentation. The MOA Advisory Committee meets a minimum of one time each academic year, traditionally in the fall and routinely in the spring. These meetings take place typically on campus with follow up meetings done electronically via email correspondence. Committee members have an active voice in the decision making process regarding changes or updates within the program. Meetings are conducted in a relaxed environment with a meal provided. Textbook publishing companies are invited to demonstration technical changes within our textbooks of choice. The committee offers ideas and suggestions to improve or enhance the current curriculum. See last advisory committee meeting minutes below:

Fayetteville Technical Community College Committee/Subcommittee: Advisory Committee

Meeting Minutes Date: Friday, December 6, 2013

I. Call to order A. Denise DeDeaux called the meeting to order. B. The date of the meeting was December 6, 2013; the time was

11:30 a.m., and the meeting was held at FTCC, ATC 219.

II. Roll call A. The following committee members were present: Andrea Dickerson, Crystal Black, and Tanja McIntosh B. The following guests were present: Deborah Gause, Brandy Strickland, Kelly Strickland, Juliette McCullough,

and Katherine Pugh. III. Approval of minutes from previous meeting

A. Denise DeDeaux distributed the minutes from the previous meeting. B. The minutes of the previous meeting were approved as read. The minutes of the previous meeting were

approved as read but with recommended changes (formatting, grammar, punctuation) that do not materially affect the content of the minutes.

C. The following content changes to the minutes were recommended: 1. N/A 2.

IV. Old business

A. Discussion/update of the following open items occurred: 1. The format for the Annual Program Review and Assessment for 2014-2015 is being updated to request


and provide more detailed information in an effort to identify the areas of greatest needs for each program area. The program review and assessment addresses the need to develop and maintain continuous improvement processes for both the student and department.

2. MKT 223 (Customer Service) was added to the Fall 2014 curriculum. 3. The Medical Office Administration curriculum changes for Fall 2014 have been submitted for approval.

The change reflects the college mandated change to 65 credit hours. To allow for this to take place, the major elective pick list requirement was decreased from 9 to 7 credit hours. This prevents having to remove any additional classes from the program. The certificate for high school students through High School Connections is still a success.

4. Students are continuing to successfully register themselves for classes using WebAdvisor. As advisors, we still strongly encourage students to seek advisement before registering for classes to be sure that they are in sequence and are registering for necessary prerequisites.

5. OST 080 is no longer being offered since it is a developmental course but not supported by financial aid. OST 130 and OST 132 are currently being offered at Spring Lake and on main campus. OST 131 will replace OST 130 in the fall.

6. FTCC continues to offer classes online in three different formats: 1. In the traditional format, the entire course is completed online. 2. In the hybrid format, at least 51% is completed online and the remainder is completed face-

to-face. 3. The Web-assisted format is more flexible in that it is determined by the instructor how much

of the course work is online and how much is face-to-face. 7. There are currently two full-time Medical Office Administration faculty; however, the number of adjunct

faculty has grown from five to ten. We are continuing to look for additional qualified adjunct instructors due to the continued growth of the program.

8. Student enrollment in Medical Office Administration for 2013-2014 is close to 400 students.

B. Discussion/update of the status of the following action items occurred: 1. Action item ; the status of this action item is . 2. Action item ; the status of this action item is .

V. New business

A. Discussion of the following new business occurred. 1. The health programs area is adding Medical Terminology classes to their high school and EMS

programs. This is allowing for additional sections as well as increase in student enrollment for MOA.

2. The Cooperative Education Department has made a state-wide change. The course will no longer be called COE, but WBL, Work-Based Learning. This does not affect how our program is handled, it is mainly just a cosmetic change in the title.

3. Additional courses were added to the major elective pick list in the updated MOA Educational Plan to include several Office Administration classes as well as First Aid and CPR. This will allow students more choices and benefit our sister program, Office Administration.

B. Discussion of new action items occurred.

1. Action item ; this action item was assigned to ; this action item should be completed or an update provided by .

2. Action item ; this action item was assigned to ; this action item should be completed or an update provided by .

C. Summary of today’s new action items occurred.

VI. Next meeting: Tentatively, November 2014. VII. Adjournment – meeting facilitator Denise DeDeaux closed the meeting

at 2 p.m. Minutes prepared by: Deborah Gause, Medical Office Administration Adjunct Instructor

Denise DeDeaux, Department Chair, Medical Office Administration


I. What specific issues or concerns have been addressed by the advisory committee during the past three years? Describe any activities the department has used over the last 3 years suggested by the committee related to keeping the curriculum current. Relate how effective the committee is at communicating its concerns and how the advisory committee’s effectiveness might be improved. As a result of past advisory committee meetings, the requirement for our student’s to complete a Work-Based Learning internship in a local medical facility was unanimously agreed upon to continue it in the program. Also, the addition of Electronic Health Records as opposed to a Medical Transcription class was approved. The need to update the instruction of ICD-10 coding as opposed to ICD-9 coding was implemented. The committee is very effective in communicating their concerns as well as what improvements need to be made to remain current with healthcare trends.


X-3.3 Faculty (Self-Study Team’s assessment)

A. For the past three (3) academic years, provide the total number of sections, by course number, run by the program and the percentage of those that were taught by full-time faculty members.

Medical Office Administration Core Courses Offered by Semester (Fall 2010-Fall 2013)

*Core Course offered under a different course title. **Core Course offered during the Spring term. ***Core Course offered during the Fall and Spring terms. ****Core Course not offered. *****Core Course offered based upon course sequencing and student education plans.

2010FA 2011SP 2011SU 2011FA 2012SP 2012SU 2012FA 2013SP 2013SU 2013FAHIT-211 * * * ** 1 ** ** 1 ** **HIT-214 * * * ** 1 ** ** 1 ** **HIT-215 * * * ** 1 ** ** 1 ** **

MED-116 2 1 *** 2 1 *** 2 1 *** 2OST-141 9 4 *** 9 4 *** 10 4 *** 11OST-142 4 6 *** 5 6 *** 6 6 *** 4OST-143 2 1 *** 1 1 *** 1 1 *** 2OST-147 **** 1 *** 1 1 *** 1 1 *** 1OST-148 3 4 *** 4 4 *** 2 5 *** 2OST-149 5 2 *** 5 3 *** 5 2 *** 6OST-241 1 ***** ***** 1 ***** ***** ***** ***** ***** *****OST-243 ** 2 ** ** 2 ** ** 2 ** **OST-245 ***** ***** 1 ***** ***** 1 ***** 1 1 *****OST-246 ***** ***** 1 ***** ***** 1 ***** 1 1 *****OST-247 2 3 *** 2 3 *** 2 2 *** 2OST-248 ***** 3 ***** ***** 3 ***** 2 3 ***** 2OST-249 ***** 1 1 ***** ***** 1 ***** 1 1 *****OST-281 2 1 *** 3 1 *** 2 1 *** 2OST-285 ***** 2 ***** ***** 3 ***** 1 2 ***** 1


It should be noted that the department was using approximately four to five part-time instructors plus two full-time instructors up until the 2013-14 academic year. During the 2013-14 academic year, an additional five adjunct instructors were hired to accommodate the course load. In our current term, another five part-time instructors are being hired to begin teaching during the 2014 FA2 term. As a result of the department only having two full-time instructors, the percentage of courses being taught by part-timers will be higher in the current academic year than the percentages shown in the data shown above. Since there are fewer classes taught during the summer terms, the one 12-month faculty is responsible for teaching those courses which is reflected in the 100% rate.


B. Define the criteria used to determine faculty qualification to teach in the program. List any degree requirements, as well as relevant certification, licensure, and experience used to evaluate candidates during the hiring process. In order to teach in the Medical Office Administration program, there is a minimum requirement of an Associate’s Degree in a related field, but a Bachelor’s degree is preferred. Further consideration is given to those individuals teaching specialized courses such as, coding and anatomy and physiology. Instructors with experience or certification as a professional coder are seriously considered. Instructors are also used from backgrounds in nursing and medical management.

C. Are all faculty (full-time and part-time) appropriately credentialed and qualified to teach in the program? Please explain and provide a list of faculty (including their rank, length of service, highest degree, areas of specialization, and relevant experience). All full-time and part-time faculties are appropriately credentialed and qualified to teach in the program.

Name Rank Years of Service

Highest Degree

Areas of Specialization Relevant Experience

Denise DeDeaux Dept Chair

15.5 Masters management, Coding medical office management, coding, billing, transcription, ED assistant

Brenda McArthur FT 7 Masters Cynthia Aquino PT 1 Masters Deborah Gause PT 8 Tanja McIntosh PT 4 Associate Coding and billing, patient

accounting software and EHR Coding, billing, medical office

Katherine Pugh PT 2 Brandy Strickland PT 1 Medical terminology, ethics,

patient accounting software and EHR

Kelly Strickland PT 1 medical terminology, ethics, medical billing

Medical management, radiography

Tonja Teter PT 1 Bachelors Anatomy & Physiology, medical terminology

Nursing

Joseph Weagraff PT 8 Doctorate in process

Anatomy & Physiology, medical terminology, ethics

Nursing,

New Hires In Process: Charmaine Askew Gennadiy Daych Jennifer Dobbins Kandi Morehead Karla Sessoms

All PT


D. Are all faculty, including adjuncts, evaluated on a periodic basis? If so, what is the schedule for the process? Is the program up-to-date on the completion of faculty evaluation? Why or why not? What have been the general findings of the evaluations? All full-time and part-time faculty are evaluated on a periodic basis. Adjuncts are evaluated by classroom observations, along with student evaluations. Online adjunct reviews are conducted by evaluation of their Blackboard site and content. Full-time faculty members are evaluated annually in May, both with a performance evaluation and classroom observation. Student evaluations are done on online classes, both 8 and 16 weeks in length. Classroom observations are done by the Department Chair and online evaluations are sent to the instructors for their review. The general findings over the course of the previous years have been positive, but various negative comments were made. These evaluations are used to help instructors improve their skills in the classroom. Through the evaluation process this year, one full-time faculty member needed guidance and improvement. Procedures are in place to assist this instructor to be successful. Suggestions and guidance have been offered to all faculty who received any negative comments for overall improvement within the department.


E. Describe full-time faculty participation in professional development opportunities. Explain how professional development contributes to the overall effectiveness of the program. Provide a list of faculty and their professional development experiences for the past three (3) years. All full-time instructors must participate in at least 30 hours of professional development yearly. As part of their evaluation and performance review, faculty must provide a P-14 Professional Development form stating their professional development activities. Over the past three year, professional developments for instructors typically included the following: Webinars hosted by publishers and software vendors and FTCC directed sessions. Below is a condensed listing of their activities – a full review can be done by reviewing each individual P-14 Professional Development Form. Part-time instructors were invited to participate in Advisory Committee Meetings as well as several textbook company demonstrations and training. Full-time faculty activities are as follows: Denise DeDeaux: MOA Training With Pearson Med Term Software Sexual Harrassment Cum Hall Aud Training Cengage PD Day McGraw Hll Health Professions Symposium, Chicago, IL Electronic Health Records Webinar DDI Training Career Coaching Self-Directed online training in Office 2010 Self-Directed online training in MediSoft NCCCS Conference Elsevier Pageburst Demonstration AHIMA Academy for ICD-10-CM/PCS: Building Expert Trainers in Diagnosis and Procedure Coding McGraw Connect Workshop SNCAHRSP Planning Retreat Brenda McArthur-Strong: MOA Training With Pearson Med Term Software Sexual Harrassment Cum Hall Aud Training Cis 110 Intro to computers ATC Training session Southeastern Health Hosp.. Consult. IRB Research Discussion Forum Medical Terminology Class, Continuing Education MOA Software Discussion Training Hoke County Health Department: Research sampling for diabetes patients: Study focused on the minority populations. Southeastern Regional Medical Center: member Serving/ research committee


F. Describe full-time faculty research initiatives, conference or other presentations, and publishing ventures. Explain how faculty research projects contribute to the overall effectiveness of the program. Provide a list of faculty, their research projects, and presentations/publications. Denise DeDeaux has been involved in various research projects for a successful textbook publishing company. She is currently being used as a Digital Faculty Consultant to be used for the review and editing of medical terminology and coding and billing textbooks. She was chosen to be a part of their Healthcare Professionals Symposium where suggestions and proposals were offered by the participants for the improvement of the textbooks offered to colleges and universities. The contributions given and received are being implemented within the current program through the use of various textbooks and their resources for the overall effectiveness of the program.


X-3.4 Resources and Support Services (Self-Study Team’s assessment) A. Does the program use labs, unique classroom spaces such as clinical sites, or specialized equipment or supplies? If so, please provide details. The program only uses computer classrooms labs to instruct departmental software programs.

B. Are the spaces and supplies mentioned above adequate in meeting the needs of the program and its students? Indicate the strengths and limitations of the resources provided. Please include recommendations for how their provision could be improved. For the most part, the space is adequate when students are required to purchase their own software necessary in the course. It would prove advantageous if a computer lab was designed specifically for the Medical Office Professional. Once that could simulate the patient’s experience from check-in to check-out within the medical facilities/physician’s office.


C. Does the program receive support services from the Library, Information Technology, Student Development, or any other offices or departments? Please list the service providers and their contributions to the program. Be sure to include other academic departments that contribute to the success of the program. The Medical Office Administration program receives support services from the Library by allowing the department to house reference textbooks and manuals for student use. Also, through the E-Library services links, students are able to use an electronic version of the current coding manuals necessary to perform the work assigned in various courses within the MOA program.

D. Are the support services mentioned above adequate in meeting the needs of the program and its students? Indicate the strengths and limitations of the services provided. Please include recommendations for how services could be improved. For the purpose of coding, it is fairly adequate; however, information on how to log into the site when away from campus, would be beneficial to not only the students, but to the instructor as well.


E. Does the program anticipate needing any non-routine budget allocations during the next three years? If so, please provide details. For example, will more faculty be required based on enrollment projections or will inadequate or outdated equipment or classroom space need to be replaced or improved? The MOA program has been in the need for additional full-time faculty for the past several years. The department has been at the top of the list for an expansion position and based on current FTEs as well as projected enrollment, the program would benefit from at least one additional full-time faculty member.

F. Please describe your relationship with the FTCC Grants Department. Please describe all activities your department has engaged in to receive grants during the past three (3) years. There has been no relationship or activities between MOA and the FTCC Grants Department over the past three years.


X-3.5 Enrollment, Recruitment, and Outcomes Assessment

A. Analyze the number of FTE generated by courses in the program for the past three (3) academic years. What are the specific causes for upward and downward trend lines?


*For reporting purposes, the NCCCS Data Warehouse does not separate FTE with certificates attached to a parent Associate’s degree or diploma, they are reported cumulatively as one certificate.


*For reporting purposes, the NCCCS Data Warehouse does not separate enrollment with certificates attached to a parent Associate’s degree or diploma, they are reported cumulatively as one certificate.

Enrollment data over the last three years shows that there has been a steady growth within the Medical Office Administration program. Possibly trends in healthcare along with industry projections in the areas of healthcare support and office and administrative support could be the reason. The certificate programs have shown an increase over the last three years, with the MOA degree increasing as well except for a slight drop in the year 2013.


B. Identify the program’s primary competitors. Beyond general College-wide advertising, what concrete marketing strategies have been used by the Department to promote the program and attract students that might otherwise enroll elsewhere? What exceptional program characteristics could be leveraged to distinguish the program from competing programs (e.g., faculty credentials, unique course offerings, work-based or other innovative learning opportunities, and so on)? In what ways does the program faculty work with the admissions staff to recruit students for the program? The only major competitor in the area is Miller Motte, which is not an accredited institution, in addition to the obvious community colleges in the region. In the past three years, no concrete marketing strategies have been used by the department to entice new students other than the participation in the one’s offered college-wide. The use of marketing strategies to increase enrollment has not been necessary since the program has shown large and consistent growth over the years. If the growth trends begin to diminish, then new marketing and recruiting strategies will be utilized as necessary to recruit new students.


C.Provide the number of students who graduated with a major or minor from the program in the past three years.

*For reporting purposes, the NCCCS Data Warehouse does not separate graduates with certificates attached to a parent Associate’s degree or diploma, they are reported cumulatively as one certificate.


Data collected for the purpose of this review shows a small fluctuation over the past three years for graduates in the degree program. MOA certificate graduates have shown a dramatic increase from 30 in 2010 to 88 in 2013.

D. Does the program have a retention plan? If so, please describe retention efforts. List all instructors with their retention rates for the past 3 Semesters. What efforts are made to address faculty members with a retention rate that is less than the program’s overall retention rate and the overall FTCC retention rate? What efforts are made to capitalize on the successes of those instructors with a retention rate higher than the Program retention rate?


Medical Office Administration Core Course Retention by Instructor (Fall 2010-Fall 2013)

*Did not teach core course **Not yet hired ***Terminated employment

Currently, the department has no specific retention plan other than basically documenting faculty contact with at-risk students. Faculty are responsible to keep a record of their contact. No information was gathered from the documented information to determine if those efforts to contact students were successful. More effort will be given to proper collection of data to determine adequate results. For the most part, all retention rates are average when compared to other departments.

2010FA 2011SP 2011SU 2011FA 2012SP 2012SU 2012FA 2013SP 2013SU 2013FAAvery, Jerry L. 99% 96% * 96% 90% * 90% *** *** ***

Dedeaux, Denise J. 95% 98% 100% 92% 94% 93% 90% 90% 94% 90%Gause, Deborah G. 100% 98% * 100% 99% * 100% 99% * 100%

McArthur-Strong, Brenda F. 89% 95% * 89% 90% * 85% 86% * 93%McCollough, Juliette C. ** ** ** ** ** ** * 100% * 100%

McIntosh, Tanja ** ** ** 95% 97% * 91% 94% * 83%Pugh, Katherine P. ** ** ** ** ** ** ** ** ** 75%

Strickland, Brandy T. ** ** ** ** ** ** ** ** ** 95%Strickland, Kelly W. ** ** ** ** ** ** ** ** ** 91%

Sweeney, Jennifer A. 95% 96% * 90% 87% * 100% 98% * *Weagraff, Joseph B. 94% 97% * 97% 98% * 96% 96% 100% 95%


E. Does the program lead to certification or licensure exams? If so, please list the exams. What were the pass rates of graduates for the past three years?

At the present time, the program does not lead to certification or licensure exams; however, the Medical Office Administration program can lead to industry certifications, such as the ones offered by the American Academy of Professional Coders.

F. If the program prepares students for the labor force, provide an overview of the relevant local, state and national job market. Include potential careers and whether job growth is expected in those areas. Address how program outcomes relate to the skills employers seek in those areas. According to the data supplied with this review, the FTCC 2014-2015 Planning Assumptions and Trends based in the regional area show healthcare support job projections of 930 over the next five years. Also, office and administrative support with job projections of 1,356 over the next five years. The types of jobs that are included with this are: Medical assistants, medical secretaries, medical records clerks, insurance claims and policy processing clerks to name a few.


G. What is the process for assessing student outcomes and competencies (e.g., student portfolios, written or verbal comprehensive exams, senior or master’s theses, review by faculty panel, or capstone projects)? Attach any relevant assessment templates. All students in the Medical Office Administration program must successfully pass Medical Terminology before continuing on to the many other core courses required. Medical Terminology lays the foundation for the remainder of their program. During the first semester, students must complete a written assignment demonstrating their ability to communicate their understanding of an approved topic within the medical field. The Rubric for this class assignment is listed below:

OST 141 MEDICAL TERMINOLOGY I MIDTERM PAPER RUBRIC

Total Points: 140

Points Possible

Points Earned

FORMAT (40 points) Cover Page

5

Name, Date, Class, Instructor; Title of Paper

5

Double spaced, 1 inch margins

5

Three pages written (not including cover page and references)

15

References (2) APA, MLA Format

10

ORGANIZATION/CONTENT (100 points) Introduction

10

Body/Content (See items needed below)

75

Conclusion/Summary

15

Total Points

140

Include the following in the Body/Content (75 points)

Points Possible

Points Earned

Description of the disease 15 Effects on the system 10 Causes-molecular, cellular, genetic 15 Symptoms 10 Progressions of the disease 15 Changes in lifestyle 10 Total Points (place in Body/Content column above.

75


H. Detail the last formal assessment plan completed by the program. Summarize the results. With the goal of improving student learning outcomes, what changes to the program are/were suggested after analysis of the data outcomes, findings and action planning related to the assessment? How are these improvements being implemented? Please indicate how much progress has been made and what needs further attention.

Tip: Some potential changes are different program admission requirements, incorporating internships or work-based learning experiences, varying instructional methods, enhancing student assessment strategies, integrating technology, better coordinating faculty efforts, and seeking external program accreditation.

Detailed Assessment Report

2013-2014 Medical Office Administration

Mission / Purpose

The Medical Office Administration curriculum prepares individuals for employment in medical and other health-care related offices.

Student Learning Outcomes/Objectives, with Any Associations and Related Measures, Targets, Reporting Findings, and Action Plans

SLO 1:Critical Thinking Students will use information to analyze problems and make logical decisions in the production of error-free correspondence.

Relevant Associations:

General Education/Core Curriculum Associations: 2 Use critical thinking to analyze problems and make logical decisions.

Related Measures:

M 1:Critical Thinking For A25310, C25310C1, C25310C2, C25310H1: What and How: Students in OST 148 Medical Coding, Billing and Insurance will analyze scenarios and make logical decisions while working within a group. Why: Students must be able to use critical thinking skills to make logical decisions in the medical office. Who and When: Instructors for OST 148 Medical Coding, Billing and Insurance will assign a case study scenario and grade the assignment using a rubric. The results of the graded assignments in the Spring 2014 semester will be compiled. For C25310C3: What and How: Students in OST 147 Dental Billing and Coding will analyze scenarios and make logical decisions while working within a group. Why: Students must be able to use critical thinking skills to make logical decisions in the medical office. Who and When: Instructors for OST 147 Dental Billing and Coding will assign a case study scenario and grade the assignment using a rubric. The results of the graded assignments in the Spring 2014 semester will be compiled. For C25310C4: What and How: Students in HIT 215 Reimbursement Methodology will analyze scenarios and make logical decisions while working within a group. Why: Students must be able to use critical thinking skills to make logical decisions in the medical office. Who and When: Instructors for HIT 215 Reimbursement Methodology will assign a case study scenario and grade the assignment using a rubric. The results of the graded assignments in the Spring 2014 semester will be compiled. Source of Evidence: Written assignment(s), usually scored by a rubric

Target: 80% of student case studies reviewed will score an acceptable or commendable rating as defined by the rubric for OST 148. 2. 80% of student case studies reviewed will score an acceptable or commendable rating as defined by the rubric for OST 147. 3. 80% of student case studies reviewed will score an acceptable or commendable rating as defined by the rubric for HIT 215. Reporting Findings (2013-2014) - Target: Met 86% of student case studies reviewed scored an acceptable or commendable rating as defined by the rubric for OST 148. 2. 82% of student case studies reviewed scored an acceptable or commendable rating as defined by the rubric for OST 147. 3. 86% of student case studies reviewed scored an acceptable or commendable rating as defined by the rubric for HIT 215.

SLO 2:Computer Literacy Students will demonstrate computer literacy.



General Education/Core Curriculum Associations:

2 Use critical thinking to analyze problems and make logical decisions. 5 Demonstrate computer literacy.

Related Measures:

M 2:Computer Literacy For A25310 What and How: Students in OST 137 Office Software Applications (required for all Office Administration students) will be required to complete exercises and projects for Introduction to Windows, Internet Basics, Excel, Access, and PowerPoint. A final course grade of 77 or better will demonstrate at least an 80 percent proficiency in application skills. Why: Students must be able to perform basic computer functions to be successful in the business industry. Who and When: Instructors for OST 137 Office Software Applications will require students to complete weekly assignments and submit it through the Blackboard system. The assignments will be graded using a rubric. The final course grades from Fall 2013 and Spring 2014 semesters will be compiled. Source of Evidence: Performance (recital, exhibit, science project)

Target: Eighty percent of student assignments reviewed will score an acceptable or commendable rating as defined by the rubric for OST 137. Connected Documents: Reporting Findings (2013-2014) - Target: Not Met Seventy-eight percent of students made 77 or higher in OST 137, Computer Software Applications.

SLO 3:Communicate Effectively Students will communicate effectively using the conventions of American Standard English and The Gregg Reference Manual in professional and academic environments.


General Education/Core Curriculum Associations: 1 Communicate effectively using the conventions of American Standard English in professional and academic environments. 2 Use critical thinking to analyze problems and make logical decisions. 5 Demonstrate computer literacy.

Related Measures:

M 3:Communicate Effectively For A25310, C25310C1, C25310C2, C25310C4, and C25310H1: What and How: Students in OST 141 Medical Terminology I will analyze scenarios and make logical decisions in medical office case studies. Students will communicate their responses using the conventions of American Standard English. Why: Students must be able to communicate effectively with customers, employers, and co-workers. By following the conventions of American Standard English, students will display professional communication skills. When and Who: Instructors for OST 141 will require written assignment that will be evaluated by using appropriate rubrics. The results of the graded assignment will be obtained in the Spring 2013 semester. For C25310C3: What and How: Students in OST 143 Dental Terminology will analyze scenarios and make logical decisions in dental office case studies. Students will communicate their responses using the conventions of American Standard English. Why: Students must be able to communicate effectively with customers, employers, and co-workers. By following the conventions of American Standard English, students will display professional communication skills. When and Who: Instructors for OST 143 will require written assignment that will be evaluated by using appropriate rubrics. The results of the graded assignment will be obtained in the Spring 2013 semester. Source of Evidence: Written assignment(s), usually scored by a rubric

Target: 1. 80% of student assignments will score in the acceptable or commendable rating range as defined by the rubric for OST 141. 2. 80% of student assignments will score in the acceptable or commendable rating range as defined by the rubric for OST 143. Reporting Findings (2013-2014) - Target: Met 1. At least 80% of student assignments scored in the acceptable or commendable rating range as defined by the rubric for OST 141. 2. At least 80% of student assignments scored in the acceptable or commendable rating range as defined by the rubric for OST 143.

SLO 4:Cultural Awareness and Global Awareness Students will demonstrate socialization skills that support cultural awareness and a global perspective.


General Education/Core Curriculum Associations:


3 Demonstrate socialization skills that support cultural awareness and a global perspective.

Related Measures:

M 4:Cultural Awareness For A25310, C25310C1, C25310C3, and C25310H1: What and How: Students in OST 149 Medical Legal Issues will analyze differing cultures comparing and contrasting varying gestures. Students will also be required to articulate the value of cultural awareness. Why: Students must be aware of differing cultures and have a global perspective to be successful in the office environment. Who and When: Instructor(s) for OST 149 Medical Legal Issues will require students to complete an assignment that will be graded using a rubric. OST 149 is offered in the Fall and Spring semesters. For C25310C2 and C25310C4: What and How: Students in OST 141 Medical Terminology II will analyze differing cultures, comparing and contrasting varying gestures. Why: Students must be aware of differing cultures and have a global perspective to be successful in the office environment. Who and When: Instructors for OST 141 will require students to complete an assignment that will be graded using a rubric. OST 141 is offered in the Fall and Spring semesters. Source of Evidence: Written assignment(s), usually scored by a rubric

Target: 1. 80% of student assignments reviewed will score an acceptable or commendable rating as defined by the rubric for OST 149. 2. 80% of student assignments reviewed will score an acceptable or commendable rating as defined by the rubric for OST 141. Reporting Findings (2013-2014) - Target: Met 1. More than 80% of student assignments reviewed scored an acceptable or commendable rating as defined by the rubric for OST 149. 2. More than 80% of student assignments reviewed scored an acceptable or commendable rating as defined by the rubric for OST 141.

SLO 5:Quantitative Competencies Students will demonstrate quantitative competencies.


General Education/Core Curriculum Associations: 4 Demonstrate quantitative competencies.

Related Measures:

M 5:Quantitative Measurements For A25310, C25310C1, C25310C2, C25310H1 What and How: Students in OST 148 Medical Coding, Billing and Insurance will perform basic mathematical functions. Who and When: Instructors for OST 148 Medical Coding, Billing and Insurance will require students to complete an assignment demonstrating basic mathematical functions. The assignments will be graded using a rubric. The results of the graded assignments in the Spring 2014 semester. Why: Students pursuing positions in the medical office administration field often must perform tasks requiring calculations. Students need to be able to perform basic mathematical functions. For C25310C3: What and How: Students in OST 147 Dental Billing and Coding will perform basic mathematical functions. Who and When: Instructors for OST 147 Dental Billing and Coding will require students to complete an assignment demonstrating basic mathematical functions. The assignments will be graded using a rubric. The results of the graded assignments in the Spring 2014 semester. Why: Students pursuing positions in the medical office administration field often must perform tasks requiring calculations. Students need to be able to perform basic mathematical functions. For C25310C4: What and How: Students in HIT 215 Reimbursement Methodology will perform basic mathematical functions. Who and When: Instructors for HIT 215 Reimbursement Methodology will require students to complete an assignment demonstrating basic mathematical functions. The assignments will be graded using a rubric. The results of the graded assignments in the Spring 2014 semester. Why: Students pursuing positions in the medical office administration field often must perform tasks requiring calculations. Students need to be able to perform basic mathematical functions. Source of Evidence: Written assignment(s), usually scored by a rubric

Target: 1. 80% of student assignments reviewed will score an acceptable or commendable rating as defined by the rubric for OST 148. 2. 80% of student assignments reviewed will score an acceptable or commendable rating as defined by the rubric for OST 147. 3. 80% of student assignments reviewed will score an acceptable or commendable rating as defined by the rubric for HIT 215. Reporting Findings (2013-2014) - Target: Met 1. At least 80% of student assignments reviewed scored an acceptable or commendable rating as defined by the rubric for OST 148. 2. At least 80% of student assignments reviewed scored an acceptable or commendable rating as defined by the rubric for OST 147. 3. At least 80% of student assignments reviewed scored an acceptable or commendable rating as defined by the rubric for HIT 215.

Computer Literacy Based on the results from OST 137 final grade point averages, the OST 137 instructors will discuss strategies for teaching the topic more effectively. Emphasis will also be placed on using textbook resources and supplements, such as SNAP, which is an online


training and assessment courseware that gives tools to enhance students' learning, assess their success in understanding the skills being taught, and organize and view their assessment results. The students will be encouraged to use FTCC's Success Center. Analysis Questions and Analysis Answers

What were the strengths of your assessment process? Feedback on daily work reflects increased performance in students' production of error-free documents. The rubric was beneficial in helping the student understand the objectives of writing a good resume and cover letter. It was obvious that most students critiqued their work by using the rubric before turning in their assignments. As a result, students produced a quality document and attained a higher score. The strength of our assessment is that each instructor is aware of the need for incorporating more written and oral communication skills into course assignments and that evaluating students' work not only includes meeting chapter goals/objectives but to include evaluation based on grammar, style, and usage when appropriate. Celebrating and understanding diversity equals synergy within the classroom enabling better teamwork and productivity.

What were the weaknesses of your assessment process? Adjunct instructors were not trained enough in the use of the Rubrics. Rubric was not used to its full potential. The lack of adequately incorporating English and communication skills in some courses has prevented some students from producing error-free documents.

What was learned as a result of your assessment process? Additional training needs to be done for adjunct instructor use of the Rubrics in the grading of specific assignments. Integrating English and communication skills in most courses stressed the importance of creating error-free documents. A need for more integration of technology on Blackboard to allow for a more in depht learning process. All faculty will have to attend training to use various programs to enhance student learning. The Connect Learning Management system is being integrated in several courses beginning in the fall of 2014.

How will what was learned impact the direction and emphasis of your academic or support unit? Continue to provide feedback and monitor the students' progress towards production of error-free documents. The future direction of the department is to continue the process of using rubrics for grading various assignments. The rubric needs to be incorporated more effectively and additional trained to all instructors on the appropriate use. The Medical Office Administration Department takes pride in graduating competent students for careers in the health care field. It is the Department's desire to have all students be proficient in their grammar, style, usage, and formatting skills. The Department will continue to give students the opportunity to practice these skills in most classes, even though it might not seem to be part of their course objectives. Instructors will also give feedback so students so that they can learn from their experiences and weaknesses.


X-3.6 Constituency Satisfaction (Self-Study Team’s assessment) A. What inquiries have been taken in the past three (3) years to determine the level of satisfaction from current students, alumnae, employers, and other relevant groups? Describe the data collected by the program and how it relates to issues such as learning outcomes, employability, and preparation for life after college. There have been no inquiries taken in the past three years to determine the level of satisfaction from current students, alumnae, employers, and other relevant groups other than the regular data collection from the college. Plans will be made to develop a method of data collection by the program to determine a relationship to issues such as learning outcomes, employability, and preparation for life after college.

B. What were the results of these inquiries based upon the faculty review and analysis of the reported data? Please attach any relevant reports, survey analysis instruments, etc. How has the program responded to suggestions for improvement or findings of dissatisfaction? (Note: The Director of Institutional Effectiveness will provide available trend charts related to job placement rates, employer surveys, graduate surveys, current student surveys and related at the time the program review is released). No analysis has been performed on these results because there has been no method of data collection by the program. In the future, plans will be made to review the detailed analysis of the data reported once a method of data collection is determined.


X-3.7 Appraisal and Direction for the Future A. What are the projected enrollments for this program for the next three years? If past trends are any indication of projected enrollments, the MOA program can anticipate a 15-20% increase in enrollment over the next three years. With overall projected jobs to increase, the need for qualified workers will increase forcing applicants to pursue avenues to find ways to update or improve certain skills necessary in the healthcare field.

B. Are there opportunities to expand this program (e.g., increase enrollments, add new concentrations, offer distance-learning courses, or increase assistance to graduates of the program with job placement support during program attendance and after graduation)? Please explain. What resources would be required to expand the program successfully? With the rise of certificate graduates, the possibility of added new certificate programs is of great interest. Offering these certificate programs and continuing to offer the degree program through distance-learning will in turn increase the demand. This program already offers assistance with job placement through the Work-Based Learning requirement for those enrolled in the degree curriculum which opens the door for great opportunities to the students to be hired prior to graduation. If the department offers additional certificate programs, the need to hire qualified personnel to teach within these programs is a necessity.


C. As you reflect on this program review, how would you describe the current health and vitality of the program? What are its strengths? What are some untapped opportunities? Are you optimistic about its future? Why? The program is definitely growing, but with this growth comes growing pains. The dramatic increase in students led to an increase in adjunct faculty. The department is in great need of at least one, but could definitely benefit from two expansion positions. This program has continued to receive great feedback from the industry leaders as a necessary curriculum for individuals entering the healthcare support field. Program changes are evaluated on an annual basis to determine if updates/changes need to be made to keep the curriculum current and competitive. An untapped opportunity would be to develop this program into an AHIMA (American Health Information Management Association) and AAPC (American Academy of Professional Coders) accredited school. This would open the door to individuals seeking industry certifications to choose FTCC.

D. As you reflect on the assessment of student learning outcomes, measures of constituency satisfaction, deliberations of faculty or advisory committees, or any other indicators of program efficiency and effectiveness, what areas require the most immediate attention? What are the program’s existing weaknesses and possible threats? Please explain. The area that needs the most immediate attention would be the implementation of a data collected retention plan for the department as well as improving the quality of the assessment previously being done. Paying close attention to student learning outcomes and how to measure those outcomes is a necessity and if not done, could lead to a decrease in retention rates. It is the goal of this department to find ways to keep our students actively learning so that they can reach their goal of graduating and finding viable employment.


E. What specific initiatives are planned as a result of this program review? How will the program take advantage of the strengths and opportunities and also and redress weaknesses and threats? As a result of this program review, finding a way to implement a more effective retention plan and determining a method of data collection is of great importance. The training of all faculty, full and part-time, is of utmost important. If communication and collaboration within the department is not performed, the overall success of the program will be jeopardized.

F. What is the anticipated timetable for completing these initiatives? Who will be involved? Who will take the leadership role during these initiatives? These initiatives are projected to begin in Fall of 2014. The processes will be reviewed in Spring 2015 and any changes or revisions will be done as needed. The leadership role will come from the Division Chair/Dean position and work through to the Department chairs. In order for the initiatives to be effective, everyone in the department must take ownership. At the conclusion of the Spring 2015 semester, the department will assess the initiatives through determined measurement and metrics to determine the effectiveness and if any changes are required.


G. Please provide any long term major resource planning. The most pressing long term major resource plan is to be awarded at least one expansion position. In addition, the demand for off campus instruction in local high schools is eminent.

H. Conclusions. This program review has opened the door to evaluating what is needed to direct the department into the right direction and to recognize areas of improvement. This process shows that more communication and collaboration within the department is one area that needs to be addressed. It has also shown that we need to focus on implementing a more documented approach to a retention plan. The department has identified its areas of strength and weakness, and over the next three years, will focus on eliminating some, if not all of the weaknesses and using the strengths to our advantage. We feel that overall, the Medical Office Administration Department is offering a well-rounded curriculum to train our students to work in various positions within the medical facilities. We will continue to review and improve our curriculum, internal procedures, and student/employer satisfaction to ensure viability into the 22nd Century.


X-4 Appendices

List of Attachments Please indicate any supplemental materials submitted with this review document.

MOA and OA Advisory Minutes December 11, 2015.docx Page 1 of 3

Fayetteville Technical Community College Committee/Subcommittee: Advisory Committee

Meeting Minutes

Date: Friday, December 11, 2015

I. Call to order

A. Denise DeDeaux called the meeting to order. B. The date of the meeting was December 11, 2015; the time was 11:30

a.m., and the meeting was held at FTCC, CUH 350. The meeting was preceded with lunch and a demonstration via Web-Ex from Cengage Learning for the MindTap software.

II. Roll call

A. The following committee members were present: Andrea Dickerson and Karla Sessoms (in proxy for Tanja McIntosh)

B. The following administration members were present: Cindy Burns and Denise DeDeaux

C. The following guests were present: Full-time MOA Instructors— Brandy Strickland, Larissa White Adjunct MOA instructors—Elizabeth Pope, Katherine Pugh, and Tonja Teter Full-time OA instructors—Dawn Gillis Adjunct OA instructors—Charnell Green, Debbie Walters, Denise Kinnison, Georgia Burden, Lisa O’Hern, and Sarah Camacho Student Note Taker—Edith Blackmon Approval of minutes from previous meeting

D. Denise DeDeaux distributed the minutes from the previous meeting.

E. The minutes of the previous meeting were approved as read. The minutes of the previous meeting were approved as read but

with recommended changes (formatting, grammar, punctuation) that do not materially affect the content of the minutes.

F. The following content changes to the minutes were recommended: 1. 2.

III. Old business

A. Discussion/update of the following open items occurred: 1. The SACS re-accreditation process is ongoing. Various measures

are being implemented to ensure a clean audit. 2. The Annual Program Review and Assessment was being reviewed

and submitted. The program review and assessment addresses the


need to develop and maintain continuous improvement processes for both the student and department.

3. Due to changes in the number of contact hours adjuncts can teach, we are currently looking for additional qualified adjunct instructors.

4. Student enrollment in Medical Office Administration and Office Administration were discussed with MOA continuing to be in the top 7 programs at FTCC with regards to FTEs.

B. Discussion/update of the status of the following action items occurred:

1. Action item ; the status of this action item is . 2. Action item ; the status of this action item is .

IV. New business

A. Program and College Growth 1. Discussed the fact that community colleges registration is down. 2. Discussed reaching out in the community to get more students

to enroll in school. 3. Due to Lisa Bailey’s absence, Denise DeDeaux is assisting in

the distribution and management of the OA Department. Denise DeDeaux expressed her appreciation to all OA/MOA instructors, including adjuncts, for their assistance in taking on extra classes. The OA instructors were informed that until further notice, email correspondence for OA would be sent from Denise DeDeaux as well as Kelly Gold.

B. Curriculum Update

1. Discussed adding a new certificate within the MOA program for Fall 2016. This would implement a new certificate for Long-Term Care Coding for Healthcare management.

2. Discussed making WBL110 as a prerequisite to the mandatory internship to learn soft skills and develop résumé writing. 3. Discussed the Office Administration Alignment Project (OAAP). Instead of having one umbrella for OA, there would be three different umbrellas with different tracks to pick and choose from.

C. There was a suggestion to add a social media course, teaching what acceptable usage at work is and how to help employers use social media to promote business.

D. There was a discussion on introducing a class to teach students how to manage medical and dental portals.

V. Next meeting: Tentatively, e-meeting to be announced in the spring

semester.

VI. Adjournment – meeting facilitator Denise DeDeaux closed the meeting at 1 p.m.


Minutes prepared by: Edith Blackmon, Student, Office Administration Denise DeDeaux, Department Chair, Medical Office Administration