Scheduling
What type of scheduling is used when patients are given appointment times based on their condition/illness ex. scheduling all sick people at one time as to not infect healthy people
Cluster Scheduling
When should you verify patient insurance information
When they check in for EVERY visit
How should the MA handle cancellations in the schedule
Attempt to fill in the gaps, by having people come early or schedule people waiting for an appointment
After a medical record is considered CLOSED, how long should the office keep the record history
10 YEARS
How should an MA communicate with an angry patient
With empathy and understanding
Describe double booking
Two people are given the same appointment time often used when the doctor works with a midlevel provider
When should MA's tell sales representatives to come visit
During lunch or at the end of the day to not disrupt the schedule
Can also block off time for visits if needed
Describe open hours scheduling
No appointment needed, can walk in whenever. Often used in urgent cares.
True or False, most patient portals are websites or cell phone apps
TRUE
What information is included in a phone message for an appointment reminder
Only the patient's name, appointment time, and provider name
Which appointment may take longer, a new patient or a follow up?
What would you tell a patient who called the office with an emergency situation (ex. trouble breathing, chest pain, signs of a stroke)
When are return visits often made
Before the patient leaves the office for the current appointment
Why is it important to be familiar with paper charting even if your facility is primarily electronic.
What is a disadvantage of paper charts
In some situations, paper records may still be used
They require a lot of storage space
True or False: HIPAA guidelines are always followed when leaving appointment reminder messages
TRUE
What is the computer software called to allow MA's to schedule appointments and block off time as necessary
Practice Management System
Define triage
Sorting people for treatment based on how urgent their condition is
True or False, the appointment book (paper or electronic) is a legal document
True
Define "source-oriented" medical record
Most traditional Way. Record is organized by type (ex. all test results in one area, all doctor notes in another area, all vaccinations in another area etc.)
What information is important to gather when scheduling an appointment
Name, DOB, Phone #, Reason for Visit, Insurance Information
Describe WAVE and MODIFIED WAVE scheduling
wave: multiple people scheduled for one appointment time and seen in order of arrival
modified wave: similar to wave but only schedule a couple of people and leave room for urgent needs like patients in diabetes clinics
How are missed appointments handled by the MA
-Document as NO SHOW in their record (NS)
-Call to follow-up/schedule new appointment
-Charge a no-show or cancellation fee if its in the office policy
What is the MA's role when the practice has an online scheduling option
Monitor and approve appointment requests
Define "problem-oriented" medical record
Record organized according to the problem/diagnosis
What should you tell a patient who arrives more than 15 minutes late for their appointment
You will check if they can fit the patient into the schedule but may have to reschedule as they missed their appointment time