Medical Secretaries as Healthcare Intermediaries: Balancing Administrative Tasks and Patient Support

Abstract

Medical secretaries play a crucial role in healthcare institutions, serving as intermediaries between patients, healthcare providers, and administrative systems. This study explores the evolving responsibilities and challenges faced by medical secretaries in the context of increasing digitalization and the adoption of electronic health records (EHRs). As healthcare systems transition from paper-based to electronic documentation, medical secretaries are tasked with ensuring the accuracy, completeness, and proper formatting of patient records. The introduction of EHRs has led to changes in secretarial job descriptions, with increased collaboration among professional groups, redistribution of tasks, and the emergence of new responsibilities such as verifying and correcting entries made by other professionals. However, inefficiencies in data entry processes and poorly designed user interfaces can hinder the effectiveness of these systems. The perceived usefulness of technology is directly influenced by its ability to support work tasks and the level of data security it provides. Medical secretaries also face challenges in managing complex interpersonal dynamics, navigating healthcare regulations, and adapting to technological advancements. Despite these challenges, medical secretaries play a vital role in maintaining the integrity and utility of clinical documentation processes, which are essential for unlocking the potential of data-intensive initiatives aimed at management, policy oversight, and research. Further research is needed to fully understand the evolving role of medical secretaries and to develop strategies to support them in their critical work as healthcare intermediaries.