Office Environment
Telephone Technique
Telephone Technique
Appointment Schedule
Appointment Scheduling
100
Doorways must be wide enough to accommodate wheelchairs.
What are special ADA accommodations that are required for all persons in the facility?
100
Unconventional word or phrase used in place of a conventional word that is commonly clinical or complex in some way
What is slang?
100
Patient calls asking questions about his billing or insurance.
What call is okay for MA to handle?
100
No patients are scheduled to allow time for staff & MD to complete other necessary tasks.
What is catch-up time?
100
Number MD's, RN's, CMA's, treatment rooms and type of equipment or procedures.
What is factors to determine scheduling?
200
Easy access to items needed to perform the job.
What is successful workflow?
200
Middleton Medical Practice, Jessica speaking. How may I help you?
How to correctly answer the phone in a medical office?
200
Outside Laboratory calls with patient test results.
What call is okay for MA to handle?
200
Several patients scheduled for the same appointment time.
What is double booking?
200
Still functions during power outage.
What is advantage of manual appointment system?
300
Prevents injury, reduces fatigue and promotes productivity
What is benefits of Ergonomics?
300
Understanding the emotions and thoughts of another.
What is empathy?
300
When closing the office, the MA will call and alert them to answer incoming calls and the MD who will be receiving any emergency calls that arise.
What is the job of an answering service?
300
2-3 patients are scheduled at the beginning of each hour and then 1 every 10-20 minutes into the hour.
What is modified wave?
300
All staff can access and print the schedule.
What is advantage of computerized appointment system?
400
Improvising with unsafe equipment to reach higher shelves.
What is an office safety hazard that imposes a risk to employees who don't follow guidelines?
400
Hello, this is Jessica from Middleton Medical Practice, may I speak with Mr. Knight? (MA name, practice name & who you want to speak to)
What are 3 things to include at the beginning of an outgoing call?
400
Date/time/initials Name Reason
What is always included in a phone message?
400
Patients are scheduled in the first half-hour of each hour.
What is wave scheduling?
400
Name, DOB, facility name, MD order, reason & Ins. carrier.
What is required to schedule patient procedures?
500
Exposed electrical cords, defects in carpeting, & broken equipment. Stacking items in closets precariously, leaving items on that aren't in use and smoking.
What are examples of office safety hazards?
500
Mr. Knight's wife answers states he is not in, MA leaves message asking that Mr. Knight return her call.
What is the correct way according to HIPAA to leave the results for Mr. Knight via phone?
500
Clarification of complaint
What shows that MA is attentive to angry caller?
500
Patients are seen on a first come, first served basis.
What is open hours?
500
Process of determining if a patient has an emergency and needs to go to the ER or if he can be worked into the MD schedule for the day.
What is triage?
M
e
n
u