Professionalism & Career
Name a typical place of employment for a MAA
Clinic, Hospital, Nursing home, Home health agency, Pharmaceutical business, Dental office, Independent laboratory or radiology facility
The ability to understand or feel what another person is experiencing from within their perspective
Empathy
This is the term used when a patient does not arrive for their appointment
No show
When patients get a referral, it is usually to a ___________.
Specialist
Name an example of an appointment that generally takes only 15 minutes.
Primary care visits, physical, blood pressure check, flu symptoms, etc.
This describes the principles of right and good conduct
Ethics
Taking ownership of your actions and taking initiative
Responsibility
Which appointment is the most urgent? Lump, pap smear, migraine, or lesion removal?
Migraine
What does it mean to prioritize appointments?
Urgent issues are scheduled first, while routine visits and preventive care can be scheduled later
A patient calls stating they are feeling paranoid and having suicidal thoughts. What should be entered on the schedule?
Personal
Give an example of a "clinical duty" that the MAA would not be responsible for
Taking blood pressure, vitals, giving shots, etc.
Caring and concern for what someone else is going through
Compassion
This is an appointment that is scheduled at the same time as another appointment.
Double-booked
Why do we need to document cancelled appointments?
Protects the physician in case of litigation
When should phone reminders be sent out to a patient?
The day before
Give an example of proper interview attire
Slacks and button-up, Blazer and knee-length skirt, dress shoes, blouse, etc.
Influencing others in a positive way to work toward a goal
Leadership
This is when a patient comes in several times to address the same medical problem
Series of appointments
When computerized scheduling is unavailable, this is the method that should be used to schedule appointments
Manual scheduling
Name 3 possible job responsibilities of the MAA
Phones, patient records, insurance claims, correspondence, appointments, arranging hospital admission and lab services, billing, bookkeeping
The process of diffusing challenging situations and stabilizing conflicts
De-escalation
What two steps are required prior to a surgical appointment?
Pre-op physical, preauthorization/prior approval
This is software the streamlines and automates administrative tasks for a medical practice
Practice Management Software (PMS)
Name 2 benefits of cross-department collaboration
Innovation, more ideas, creates enthusiasm and commitment, improves communication