First Impressions Matter
This is the first thing a patient usually notices when walking into a medical office.
What is the front desk/reception area?
This person ensures the exam room is clean and fully stocked.
Who is the clinical team member?
This act of kindness can make a nervous patient feel at ease.
What is offering reassurance or a smile?
Coordinators often call patients for this type of reminder.
What is an appointment reminder?
This term describes customizing care to fit patient preferences and values.
What is patient-centered care?
A friendly one of these can set the tone for a positive visit.
What is a greeting/smile?
This system helps providers access a patient’s medical history electronically.
What is the EHR/EMR (Electronic Health/Medical Record)/ What is EPIC?
These small tokens (like water, magazines, or warm greetings) are examples of going the extra ____.
What is a mile?
This term refers to re-checking with a patient after their visit or referral.
What is follow-up care?
When a patient has a language barrier, coordinators may call this service.
What is a medical interpreter or language line?
This document helps ensure a patient is seen by the right provider at the right time.
What is the DAR?
Referrals and prior authorizations are often handled by this department.
What is the care coordination or referrals team?
Giving patients a chance to ask questions at the end of a visit supports this care model.
What is patient-centered care/shared decision-making?
Labs and imaging results often need to be routed to this provider first.
What is the primary care physician (PCP)?
Coordinators may check this to ensure a patient can afford medication.
What is formulary or prescription coverage?
This policy ensures patients aren’t left wondering when they’ll be seen.
What is communication?
The person in this role often fields insurance questions and handles billing.
Who is the billing manager?
Offering this after a visit can improve both understanding and satisfaction.
What is a visit summary or after-visit instructions?
This form is given after a visit to explain care instructions.
What is the after-visit summary (AVS)?
Empowering patients with info about their condition is called this.
What is patient education?
Patients often judge the quality of care based on how clean this is.
What is the waiting room?
Before the provider sees the patient, this person typically takes vitals and reviews the chart.
Who is the nurse or medical assistant?
A follow-up call after an appointment is an example of this extra mile service.
What is post-visit care or follow-up communication?
Tracking this metric helps identify missed care opportunities.
What are missed appointments/no-show rates?
Addressing barriers like transportation or finances involves this type of support.
What are social determinants of health (SDoH) resources?