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Microsoft

Clinical Administration & Communication

Microsoft via Coursera

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Overview

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Clinical office staff juggle scheduling, patient messaging, and internal communications, often all at once. This course builds practical skills for using Microsoft 365 Copilot to manage these tasks with greater speed and consistency. You'll apply Copilot in Outlook and Teams to draft appointment follow-ups, internal routing messages, and status updates. You'll also analyze daily administrative queues to prioritize tasks by urgency and dependency, and draft patient portal messages and visit summaries within approved communication standards. A key focus of this course is evaluating what Copilot produces. You'll review patient-facing drafts for readability, empathy, and action clarity before distribution, developing the critical eye needed for responsible AI use in clinical communication. By the end of this course, you'll be able to apply Copilot to routine administrative tasks, prioritize daily workflows, and draft and evaluate patient-facing communications that meet clinical standards. Designed for clinical office staff, medical assistants, care coordinators, and health administration professionals. Basic familiarity with Microsoft 365 Outlook and Teams is assumed.

Syllabus

  • Professional Drafting: Generating and Refining Business Documents
    • This module moves from prompting fundamentals into applied professional writing. Learners will practice generating first drafts of real business documents in Word and Outlook, applying the iterative prompting loop to refine outputs until they reflect the professional's voice and intent, not just a generic AI response.
  • Professional Drafting: Auditing Copilot-Generated Content
    • A polished Copilot draft is not a finished deliverable—it is a candidate for professional scrutiny. This module builds a rigorous audit practice that catches hallucinations, factual errors, and brand misalignment before a document leaves the professional's hands, turning responsible AI use from a principle into a daily workflow habit.
  • Admin Tasks: Draft Clinical Office Communications with Copilot
    • This module covers how to use Microsoft 365 Copilot in Outlook and Teams to generate first drafts of routine clinical office communications, including appointment follow-ups, provider routing messages, and task status updates. Learners practice drafting these message types using Copilot and reviewing them against clinical communication protocols before sending. Building this skill reduces the time spent composing repetitive messages and helps maintain consistent, professional communication across the clinical office. Copilot cannot access EMR or scheduling systems. All clinical details must be manually verified.
  • Admin Tasks: Analyze and Prioritize the Administrative Queue with Copilot
    • This module focuses on using Microsoft 365 Copilot to triage and organize a clinical administrative queue by urgency and dependency, distinguishing tasks that require immediate action from those that can be batched or delegated. Learners apply a structured analysis approach to a realistic daily queue of scheduling, inbox, and records-related tasks, including tasks tied to clinical notes routing and reconciliation, and practice using Copilot to surface prioritization insights. In a busy clinical office, effective queue analysis directly supports patient care continuity and reduces the risk of time-sensitive tasks being missed.
  • Patient Communication: Draft Patient-Facing Messages with Copilot
    • This module covers how to use Microsoft 365 Copilot to draft the three most common patient-facing communication message types in a clinical setting: portal messages, visit summaries, and follow-up instructions. Learners practice constructing prompts with the encounter-specific details that Copilot needs to generate useful first drafts, and apply communication standards to shape draft content before review. Patient-facing communications that are clear, complete, and written in plain language directly support care adherence and reduce unnecessary patient callbacks.
  • Patient Communication: Evaluate Copilot Drafts Before Release
    • This module develops the evaluative judgment learners need to review and approve AI-generated patient communications before they are released. Learners apply a structured three-criterion review framework—readability, empathy, and action clarity to a set of Copilot-generated drafts representing common clinical scenarios, identifying issues and making targeted revisions. Skilled evaluation of patient-facing AI outputs is a critical quality checkpoint: messages that pass this review reach patients with the clarity and tone needed to support care adherence and professional trust.
  • Project Module: Manage a Clinical Office Day with Copilot
    • In this project, learners act as the clinical office lead responsible for coordinating a simulated workday by applying Microsoft 365 Copilot to a realistic set of administrative and patient communication tasks drawn from a provided scenario. Learners will draft clinical office communications, triage and prioritize an administrative queue, and produce and evaluate patient-facing Copilot drafts. Completing this project demonstrates the ability to use Copilot confidently and responsibly across a full administrative workday, producing organized, professional, and patient-ready outputs.

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Microsoft

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