Office Administration Review

Telephone Etiquette

100

"Hello, my name is Jenny.  Thank you for calling Rachic Family Practice, How can I help you?". 

What is the correct way to answer the phone in a medical office? 

200

If you are to put someone on hold, this is what you should do first. 

What is ask them if it is OK to put them on hold? 

300

This is the person who should end a phone call first. 

Who is the patient/caller? 

400

This is the correct term for prioritizing phone calls based on their need. 

What is triage? 

500

This is the correct word for "speaking clearly". 

What is enunciation? 

Scheduling

100

This is given to the patient if they need to see a specialist. 

What is a referral?

200

Another name for cluster scheduling. 

What is grouping? 

300

3 patients are scheduled at the top of the hour and seen in the order they arrive. 

What is wave scheduling? 

400

This is how you document if a patient does not show up for their appointment. 

What is NS? 

500

This is how long an urgent referral will take. 

What is less than 24 hours? 

Professional Written Communication

100

This type of professional letter format has all the information flush left. 

What is block or full block? 

200

This type of professional letter has all content flush left except the date and signature. 

What is modified-block? 

300

This thing is missing in a simplified professional letter format. 

What is the salutation?  

400

This professional letter format has indented paragraphs. 

What is modified-block format with indented paragraphs? 

500

The top of a professional letter, usually has the companies information listed here. 

What is a letterhead? 

Coding

100

This form is used when the patient is checking out of the office and has their ICD and CPT codes on it. 

What is an encounter form or a superbill? 

200

Used for "special circumstances". 

What is a modifier?

300

This type of code is used for diagnoses. 

What is an ICD code? 

400

This is when a patient is considered by be a new patient for billing and coding purposes. 

What is if they have not seen the Provider for 3 years?

500

This category of CPT codes are used as a temporary code that covers new technology and procedures. 

What is a CPT Category 3 code? 

Insurance

100

This is when you verify the patient's insurance benefits. 

What is when they schedule their appointment? 

200

This form is used to bill insurance companies. 

What is a CMS 1500 form? 

300

The patient has a $200 deductible, $10 co-pay, and 10% co-insurance.  The bill is $400 and this is the first time they have used their health insurance.  This is how much they will pay. 

What is $250? 

400

These are the two types of military insurances? 

What is TRICARE and CHAMPVA? 

500

This form is used with Medicare patients if Medicare is unlikely to pay for a service. 

What is an ABN form (advanced beneficiary notice)?