Registration
What are the two patient identifiers you should verify before checking in a patient?
Name and date of birth
What should you verify before scheduling an appointment?
Patient information, provider, appointment type, and date/time availability.
When should insurance be verified?
At every visit.
What is MyChart?
A secure patient portal that allows patients to access parts of their medical record and communicate with their care team.
What is the first thing you should do when greeting a patient?
Smile, make eye contact, and greet them professionally.
True or False: You only need to verify demographics when a patient is new
False. Demographics should be verified at every visit.
A patient needs an annual wellness visit. Why is choosing the correct appointment type important?
It ensures the correct visit length, provider workflow, and billing.
A patient hands you a new insurance card. What should you do?
Update the insurance information and scan both sides of the card
Name two things patients can do in MyChart.
viewing test results, requesting appointments, messaging providers, paying bills, renewing medications (where available), and viewing visit summaries.
A patient is upset about a long wait. What is the best response?
Acknowledge their concern, apologize for the delay, and provide an update if available.
What information should always be updated if it has changed since the patient's last visit?
Address, phone number, emergency contact, email, insurance, pharmacy, and guarantor.
What appointment type should be selected for a college physical.
Sports Physical
True or False: Medicare patients never have secondary insurance.
False.
When should front desk staff encourage MyChart enrollment?
During registration or check-in, especially if the patient is not already enrolled.
What does the A stand for in AIDET?
Acknowledge
Why is it important to update a patient's emergency contact?
It ensures accurate contact information in case of an emergency.
Why are appointment notes important?
They communicate important information to providers and staff, helping ensure the patient is prepared for the visit.
What do you do if you can not locate the correct insurance plan in Epic?
Create a generic plan and enter in all information from the card.
Why is MyChart beneficial for both patients and the clinic?
It improves communication, reduces phone calls, increases patient engagement, and provides convenient access to health information.
Why is verifying the guarantor important?
The guarantor is responsible for billing and helps ensure statements are sent to the correct person.
Why is accurate insurance information important?
It helps prevent billing errors, claim denials, and delays in reimbursement.