Schedule Types
This method allows patients to arrive at their convenience without a set appointment time and be seen in the order they arrive.
Open (Walk-In) Scheduling
This type of visit is for ongoing care, such as monitoring a chronic condition or reviewing a recent illness. It usually lasts 15 minutes.
Established Patient Follow-Up
This code is used when a patient calls to cancel an appointment; it must be documented in the chart or marked on the schedule to protect the provider legally.
CX (Cancellation)
If a call must be placed on hold for an extended time, the MA should offer these two options.
(1) continuing to hold or (2) receiving a call back
Failure to properly document cancellations or no-shows can lead to this serious legal accusation against a provider.
Patient Abandonment
What is the appropriate visit type and standard duration for a shorter or expedited patient appointment?
Established Patient Visit (15 minutes)
A visit for a new or established patient that requires a detailed evaluation—often involving multiple complaints, injuries, or worsening chronic conditions.
Comprehensive Appointment
This occurs when a patient misses or fails to keep their appointment without notice; it is typically marked as NS or CX in the system.
No-Show
During call documentation, MAs should always do this while the patient is speaking to ensure accurate records.
take notes
A chart that shows when a provider is available or unavailable for patient appointments.
A Schedule Matrix
Multiple patients are scheduled at the beginning of each hour, with the remainder of the hour reserved for patient care or used at the provider’s discretion.
Wave Scheduling
A preventive care visit focusing on wellness and screening, often including labs and immunizations, with no acute complaints
Annual Physical Exam
When an appointment must be changed to a new date or time, the patient’s information and reason must be verified, and both the old and new dates documented.
Rescheduled Appointment (RS)
After greeting and screening the call, you should inform the patient if their call will require one of these two actions.
being placed on hold or transferred
To prevent misunderstandings, offices should clearly explain this policy outlining how far in advance a patient must cancel or reschedule.
Cancellation Policy
Multiple patients are scheduled at the beginning of the hour, with the remaining time typically reserved for walk-ins.
Modified Wave
This visit type is for acute, non-life-threatening issues that must be seen the same day, typically lasting around 20 minutes.
Urgent (Same-Day) Appointment
This practice ensures that the next visit is booked before the patient leaves the office, helping maintain continuity of care and reduce missed appointments.
Future Appointment Scheduling
Before continuing any patient call or making an appointment, the MA should always confirm these two key identifiers to ensure patient identity.
patient’s full name and date of birth
This abbreviation means the patient missed their appointment completely without calling.
NS
In this scheduling method, patients are given specific appointment times—such as 9:15 AM—to maintain an organized flow and reduce wait times.
Time-Specified (Stream) Scheduling
This appointment method involves scheduling several patients at the start of the hour, leaving the remainder open for walk-ins.
Modified Wave Scheduling
Automated or manual reminder systems are used for this purpose—to notify patients of upcoming visits while maintaining HIPAA compliance.
Follow-Up Reminder
To ensure accurate communication and proper follow-up, this piece of contact information must always be verified or updated during every call.
patient’s phone number
When two patients are booked for the same time slot, this scheduling method can help maximize provider productivity but may cause overlap.
Double-booking