Opening and Closing Procedure
What time should the doors be unlocked in the morning?
7:45 AM
How often should receptionists perform "waiting room checks"?
Every 30 minutes
If a patient calls asking to give advice or medical recommendations over the phone, what do you do?
Reception does not answer this information over the phone. If it is a red flag situation, contact a MA team lead. If it is regarding something else, put in a patient case.
What time do phones automatically unroll?
8:00 AM
What should a receptionist do if they find a patient who has been waiting 45 minutes or longer in the waiting room to be called back?
Report this to the team lead
What is the default when an individual shows up separately and after the patient has been taken to the back, to accompany the patient for their visit?
Do not take them to the back. Message the provider and the MA to let them know that the individual is requesting to come to the back with the patient.
Each office should be available to patients for care, questions, or pick-up of prescriptions or records until _________.
Closing time
What should reception do if a visitor comes into Cahaba?
Add them to the visitor log and give them a badge. Have the visitor take a seat and inform whoever they are there to meet, and/or the office manager, if unsure. Never release any patient information to any outside authority without permission from OM/HR.
What do you do if a facility or hospital is calling, needing clarification of an order or with any other questions regarding a patient?
Find a clinical lead / OM to take the call
When should you verify the accuracy of your money bag and money collected?
Before lunch
What is the default when an individual shows up separately and after the patient has been taken to the back, to accompany the patient for their visit?
Do not take them to the back. Message the provider and the MA to let them know that the individual is requesting to come to the back with the patient.
What is the first thing you do if someone is calling needing information other than the patient?
Make sure they are on the Consent to Release form.
How much money should be in your bank bag at all times?
$60
Can patients be checked in before 8:00 AM?
Yes, once the doors are opened at 7:45 AM, start checking patients in as they arrive. They do not have to wait until 8:00 AM.
Who does not have to be listed on the consent to release form, but can still get information about a patient?
Parents/legal guardians do not have to be listed on the release form.