Communications and Teamwork
A patient calls a homecare and is very upset that a promised oxygen delivery has not arrived. You are the customer service rep taking the call.
What should you do first in reaction to the patient complaint?
Represents a position of positive customer service.
A clerk is performing the billing matching process.
What are they doing?
Ensuring That submitted charges match with the payments received.
As part of a medical office's data storage policy, data must be encrypted.
What does encrypting data do to it?
Scrambles data to prevent it from being read by unauthorized personnel.
A patient wants medical records from a current provider transferred to a new provider.
in what ways can medical records be securely transferred (two answers)
In person & Through a central medical records database
Which type of scheduling is where patients with similar needs are booked for serval appointments in a row?
Cluster Scheduling
Due to what a medical assistant observes, they need to be a mandatory reporter on behalf of the patient.
what are they seeing?
Potential neglect or abuse.
A clerk is performing the billing matching process.
What are they doing?
Ensuring that submitted charges match with the payments received.
A medical office has decided to digitize all its paper records and store data on a local server.
What should be done to protect the data in case the server is hacked.
Encrypt the data
what is the proper method of disposals for paper medical records that are no longer needed?
The records should be shredded.
What legal term is used for a person who tells a doctor to run tests on their on their spouse?
Authorized Representative
A team member is the combative with others in the office but is not committing ethical or policy violations.
What should be your first step in attempting to solve this problem?
Have a one-on-one meeting with the teammate to address the issue.
A patient's insurance card contains the following information:
In-Network Copay: $25
Out-of-Network Copay: $50
ER Visit: $150
Max OOP: $3,000
The patient is out of town becomes ill and needs to see a physician via urgent care to get flu medication. The physician is not in the provider directory for this person's insurance.
What is the charge for the patient's visit?
$50
Due to what a medical assistant observes, they need to be mandatory reporter on behalf of the patient.
What are they seeing?
Potential neglect or abuse
A medical office uses paper forms to collect patient information.
What should be done with the completed forms to keep patient data private? (Choose two)
The paper should be stored in a locked secure cabinet & The paper should be encrypted.
Which type of doctor specializes in cancer
Oncologist
An angry patient calls about a sleep apnea apparatus that has been ordered but has not been received in what the patients feels is a timely manner.
Which questions should a customer's service rep ask to help resolve the problem? (two answers)
"When did you order the product?"
"When were you told the apparatus should arrive?"
Which two health services have maximum out-of-pocket cost per year?
a. Standard Insurance
b. Medicaid
c. Medicare Part A
d. Medicare Part B
Standard Insurance & Medicaid
How long do logs and policy notes related top HIPPA need to be retained after their last use
6 years
Name the correct type of scheduling for each questions below.
A. Patient book open slots - ___ Scheduling
B. Several patients can be booked in the same time slot - ____ Scheduling
C. Patients with similar needs are booked for several appointments in a row - ___ Scheduling
A. Stream Scheduling
B. Wave scheduling
C. Cluster Scheduling
Yes or No.
A. In-network providers have contracted rates with insurance companies.
Patient costs when using in-network providers are lower than when using equivalent out-of-network providers.
Physicians belong to a single network for insurance purposes.
A. Yes
B. Yes
C. No
Match the medical specialists title to the role's function.
1. Treats diseases affecting the kidneys and bladder
2. Treats the lungs and breathing or respiratory issues
3. Performs eye exams, diagnoses and treats common eye conditions, and can prescribe corrective lenses
4. Treats disorders affecting the liver, gallbladder, bile ducts, and pancreas
A. Optometrist
B. Urologist
C. Pulmonologist
D. Hepatologist
Optometrist goes 3
Urologist goes to 4
Hepatologist goes to 1
Pulmonologist goes to 2