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chapter 7-9 10/29
42 cards·by cball157
Answer the phone by
3 rings
Physician returns calls
During specific times of the day
Check on someone on hold
Every 30 sec
Types of emergencies
1. Allergic reaction 2. Asthma 3. Broken bone
Always follow what when handling calls
Policy
Telephone triage
Determing the order in which to take patients calls
Have a patient what their name
Spell
Difficult patient
Do not lose your temper
Answering the call
Answer with the name of the office/physician
Transfer the call about insurance
Human resources
Violating what when throw paper in trash
HIPPA
Signs off on refill
Primary care physician
Acceptable in waiting room
Books, magazines, etc
Unprofessional accessories
Excessive jewelry strong perfume
Equipment in front office
Copiers, computers, printers
Copayments made
At the time of service with cash, personal checks, credit cards
Someone pays by credit card
Print off 2 receipts 1 for the office 1 for patient
Assessment of benefits
When a claim is successfully processed
Closing the office
1. Make a list of no shows 2.cash counted 3. Queuing up EHRs
Beyond scope of practice
Apologize and let them know it is beyond your scope
Check the patients in waiting room
Every 20 mins
Amount of time a patient should wait
20 mins
N/c
No charge
Encounter form
1. Patient name 2. ID number
Daily appointments
MA
Demographic info
1. Patient info 2. Contact Info 3. Emergency contact
Patient misses how many appointments
3
Records of service
Medical chart
Types of scheduling
1. Wave scheduling several patients at once 2. Double booking two patients at same time 3.
Stream booking each patient specific times
Disadvantages to having a specific time
Delays can cause overbooking
Catch up time
Unscheduled appointments
Reschedule appointments
24 hours
Considered a new patient
After 3 years
Office flow
How patients move through their appointments
Info about office equipment
File in a safe place
Steps for inventory
1. Plan time to order 2. Review data 3. Highlight need immediately 4. Check remaining supplies
5. Enter count 6. Place order
Test results over voicemail
Leave Dr office name and call back number
Ns or cancels appointment
Because after the 3rd time the Dr can drop the patient
New patients need to fill out
New patients packet
Patient edu begin
First appointment
P.O. inventory
Purchase order #, form prepared by the purchaser
Duties of the medical receptionist
1. Open office 2. Great patients 3. Assisting new patients 4. Collect payments