COMMUNICATION
This type of communication includes posture, facial expressions, and gestures.
What is nonverbal communication?
The most common scheduling system used in medical offices.
What is time-specified or stream scheduling?
The first impression of the office is usually formed here.
What is the reception area?
The proper way to answer the phone in a medical office includes identifying the office, yourself, and doing this.
What is asking, “How may I help you?”
A legal document that gives a patient the right to make decisions about their own medical care.
What is informed consent?
The active process of hearing, understanding, and responding to a patient.
What is active listening?
A type of scheduling used to keep flexibility for walk-ins by scheduling patients in the same time block.
What is wave scheduling?
The form a patient signs acknowledging that they understand the office's privacy practices.
What is the Notice of Privacy Practices (NPP) acknowledgment?
Before placing a caller on hold, the MA must do this first.
What is ask for permission?
HIPAA protects this specific type of patient information.
What is Protected Health Information (PHI)?
A communication strategy that helps clarify patient statements by restating what they said.
What is paraphrasing?
Before scheduling a new patient, the medical assistant must verify this key piece of insurance information.
What is eligibility or coverage verification?
Two tasks required when checking in new patients: verifying insurance and doing this.
What is updating or completing registration forms?
When taking a detailed telephone message, the MA must always document the patient’s name, phone number, message, and one last detail.
What is the date and time of the call?
A provider who fails to exercise the level of care that another reasonably competent provider would is committing this.
What is negligence?
A barrier to effective communication where a person forms an opinion before receiving all the information.
What is bias or prejudice?
A patient who cancels repeatedly or fails appointments is documented as this.
What is a no-show pattern (or chronic no-show)?
Protecting patient privacy in the reception area includes avoiding conversations that can be overheard and doing this when possible.
What is closing the glass partition?
HIPAA requires that sensitive patient information not be disclosed over the phone unless this is verified.
What is patient identity?
Ethical principle meaning “do no harm.”
What is nonmaleficence?
The four components of the SMCR model stand for Source, Message, Channel, and this final step.
What is Receiver?
When scheduling a procedure requiring preparation, the MA must provide these specific instructions to the patient in advance.
What are pre-procedure or prep instructions?
The document prepared before a patient visit that includes diagnoses, procedures, and charges to be entered.
What is an encounter form or superbill?
When handling a difficult caller, the MA should remain calm, avoid arguing, and use this communication technique to show understanding.
What is empathy?
The federal law that enhances patient privacy protections related to electronic health information.
What is the HITECH Act?