Reception & Professionalism
This person is usually the first employee patients see when they enter the medical office.
Who is the medical receptionist?
The telephone should ideally be answered by this ring.
What is the third ring?
This form records services provided and is used for billing and insurance.
What is the encounter form (superbill)?
This federal law protects patient health information.
What is HIPAA?
Medical assistants should arrive this long before the office opens.
What is about 30 minutes early?
Looking patients in the eye, smiling, and speaking clearly are examples of this.
What is professional demeanor?
A proper phone greeting should include the office name, your name, and this question.
What is “How may I help you?”
New patients usually complete this form containing demographic information.
What is the patient registration form?
Staff should speak quietly so patient information cannot be this by others.
What is overheard?
At the start of the day, machines like copiers and computers should be this.
What is turned on and prepared for use?
Shoes worn in the medical office should be this type for safety reasons.
What are closed-toe shoes?
Before placing a caller on hold, the medical assistant should do this.
What is ask permission?
This payment required by insurance must be collected at the time of the visit.
What is a copayment?
Before discussing medical information on the phone, you must verify this.
What is the patient’s identity?
At the end of the day, the money in the cash box should be counted and this.
What is balanced?
The term used instead of “waiting room” that has a more positive meaning.
What is the reception area?
This feature allows you to see the phone number of the person calling.
What is Caller ID?
Patients who miss their appointments without notifying the office are called this.
What are no-shows?
This crime involves illegally using someone’s personal or medical information.
What is identity theft?
Records for patients scheduled the next day should be prepared by doing this.
What is pulling or queuing patient charts?
Magazines, toys, and brochures should always be kept this way in the reception area.
What is neatly arranged/organized?
When returning to a caller who was on hold, the first thing you should say is this.
What is “Thank you for holding.”
New patients may be asked to arrive this much earlier to complete paperwork.
What is 15–30 minutes early?
When leaving voicemail messages for patients, you should NOT include this type of information.
What are test results or confidential medical details?
One of the last steps before leaving the office is activating this system.
What is the security system?