Scheduling and Appointments
This type of patient has never been seen at the office before
What is a new patient?
You should always use this tone when speaking to patients on the phone
What is a professional/courteous tone?
This system organizes patient records electronically
What is an EHR/EMR?
This law protects patient health information
What is HIPAA?
The amount a patient pays at the time of visit
What is a copayment?
Scheduling two patients at the same time slot is called this
What is double booking?
This process determines the urgency of a patient’s call.
What is telephone triage?
Drawing a single line through an error and initialing it is called this.
What is a chart correction?
This type of information includes names, DOB, and medical data.
What is Protected Health Information (PHI)?
Approval from an insurance company before a procedure is called this.
What is prior authorization?
This scheduling method groups similar procedures together during the day.
What is cluster scheduling?
When taking messages, you should always document the caller’s name, time, and this key element.
What is the reason for the call?
This format stands for Subjective, Objective, Assessment, and Plan.
What is SOAP documentation?
Discussing patient information in a public area is an example of this.
What is a HIPAA violation?
This system translates medical services into codes for billing
What is medical coding?
Patients who miss appointments without calling are called this
What are no-shows?
This technique helps clarify patient concerns by repeating information back to them
What is active listening or reflective listening?
Removing a record from active files because it is no longer used is called this.
What is archiving?
Patients must sign this before records are shared.
What is a release of information (authorization form)?
A request sent to insurance for payment is called this
What is a claim?
This tool shows all available and blocked time slots for scheduling.
What is an appointment matrix?
If a patient is angry on the phone, this is the best first response.
What is remain calm and listen without interrupting?
This ensures records are easily found and stored properly.
What is a filing system?
This principle means you only access information needed for your job.
What is the minimum necessary rule?
If insurance does not pay, this process seeks payment from the patient
What are collections/billing follow-up?