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Communication Theory

ManagedMed, Incorporated is a multi-specialty clinic that mainly concentrates on providing care for patients that has workers compensation and personal injury cases. This office has two psychologists, one who is the main administrator and owner of the clinic, psychological assistants, internist, orthopedist and neurologist. Aside from the doctors there are two types of managers; general and back office. Two medical billers, three collectors, four transcriptionists who work on a part time basis, a front receptionist, and five back office workers who assist with interpreting for non-English speaking patients. About 90% of the patient population is referred for treatment for their injury on the job and 10% are personal injury cases. 75% of the patients are non-English speaking patients.
There are a few basic steps on how this clinic is being run. The first step is for the patient to be referred by either their attorney or primary treating physician, in some cases directly from the insurance carrier. Then the patient gets seen by the doctor and the doctor will dictate a report that gets transcribed. Once the report is transcribed, it is given to the billing department to get sent out to all parties involved. After that the file will go to the collections department to try and collect a payment for the services provided. Those payments are what keep the business intact. However, not everything always runs smoothly due to miscommunication between the administrator, managers, employees, and the patients, which cause complications within the company.
According to Pre (2005), “To be literate about health, people must understand the language whether it be English or Spanish, have access to reliable and relevant information, be interested in health- related information, have the social skills to discuss health matters with others, understand

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