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Chapter 9 Scheduling appointments and patient processing
Terms in this set (36)
The MA might help the angry caller to calm down by
speaking in a lower tone of voice
Why is it necessary to include a note in the patient's chart when the person does not show up for a scheduled appointment
To be prepared for future legal consequences regarding the patient's care
what is the appointment-setting method by which a patient logs onto the internet and views a facility's schedule to set his or her own appointment?
Self-scheduling
An obstetrician who devotes two afternoon a week to seeing pregnant patients is using an appointment scheduling method called
grouping scheldures
Which type of scheduling is an attempt to create short-term flexibility within each hour?
wave scheduling
All patients want to be kept informed about how long they should expect to wait to see the provider. Any delay longer than???? minutes should be explain
15 minutes
When screening patients at the reception desk, which patient has an emergent condition and requires immediate care?
Chest pain
When calling a patient from the reception room to escort him to an exam room, how should the medical assistant call the patient?
The first and last name
The statistical characteristics of human population are called
demographics
An effective way to deal with patients who are always late for appointments is to
give them the last appointment of the day
Identify the different scheduling methods
computerize scheduling and appointment book or paper base scheduling
Identify critical information required for scheduling patient procedures
1. ● patient's name, address, phone numbers (both home and cell)
· Social Security number
· insurance information
· email address
· the procedures that are to be performed
· patient
allergies
· admitting diagnosis
· provider orders
Identify the special requests that a provider may have for inpatient surgeries
. amount of blood to have available for the patient
· a specific anesthesiologist
· an assistant surgeon
specific instruments
What is the different between an emergency appointment and an urgent appointment
An emergency appointment is made for a life-threatening condition
an urgent appointment is made for a serious but not life-threatening condition.
What does the medical assistant handle a patient who arrives at the clinic to see the provider but does not have an appointment
If a patient who requires immediate attention most likely will be accommodated in the schedule somehow. If the patient does not need immediate care, a brief visit with the provider and a scheduled appointment at a later time may be the answer. The medical assistant may simply have to turn down the request. Follow established office policy
When screening patients at the reception desk, what patient conditions require immediate action by the MA
1. bleeding, having chest pain, or feeling very ill
List 6 features of a HIPAA-appropriate sign-in register
● date
· name
· arrival time
· appointment time
· appointment with
· check boxes to indicate changes (but no information can be given)
List three feature that would cause a HIPAA violation with sign -in registers
insurance information (e.g., name, number)
· reason for visit
·
demographic
How does MA take steps to protect other patients in the reception area
The medical assistant may need to ask a few screening questions to identify patients who are ill with specific symptoms or at risk for specific diseases. These questions are set by the healthcare facility and usually recommended by the Centers for Disease Control and Prevention (CDC).
What must occur if a patient refuses to sign the NPP form
If the patient refuses to sign, the provider can still use and disclose the health information as permitted by HIPAA. The refusal needs to be documented in the patient's health record
During the check-in process, what 3 things must the MA do for all patients
Scan or copy both sides of the patient's insurance card
·
Verify patient's phone number and address
· Verify the insurance subscriber's date of birth
What occurs during the checkout process?
. Ask patients if they have any questions. Check the health record to determine when the provider wants the patient to return. Make the return appointment.
What are advantage and disadvantage of time-specified(stream)scheduling?
1. Advantage: This type of scheduling keeps a steady flow of patients moving through the office. This is the most common type of scheduling used in healthcare facilities. Studies have shown that providers can see more patients with less pressure when patient appointments are scheduled for a specific time slot. Providers are able to see more patients with less pressure when their appointments are scheduled.
Disadvantage:
The strict schedule may be difficult for patients who work long hours and would prefer to see the doctor at hours other than 8 am to 5 pm.
What are advantage and disadvantage of open office hours?
Advantage: Flexibility for patients
Disadvantage: Patients may be forced to wait a long time to see the provider.
Advantage and disadvantage of wave scheduling
Advantage: One person's late arrival does not disrupt the entire schedule.
Disadvantage: Patients may not appreciate having a scheduled appointment but having to wait to see the provider beyond that appointment time. For example, if a patient is the third to arrive for an appointment at 2 pm, the other two patients will be seen first, bumping her appointment time to later than 2 pm.
Advantage and disadvantage of modified wave scheduling
Advantage: There is almost always a patient ready to see the provider waiting in the reception area, even if a patient is late to his or her appointment; allows time for urgent or walk-in patients.
Disadvantage: Patients may be frustrated when the office is double-booked because they may not be taken to the clinical area until after their scheduled appointment time.
Advantage and disadvantage of double booking
Advantage: There is almost always a patient ready to see the provider waiting in the reception area, even if a patient is late to his or her appointment.
Disadvantage: Patients may be frustrated when the office is double-booked, because they may not be taken to the clinical area until after their scheduled appointment time
advantage and disadvantage of grouping procedures
Advantage: Equipment needed for the procedures that are grouped together can be used in one sitting and stored during other times, such as a portable ultrasound machine.
Disadvantage: If the provider sees only certain patients on certain days, there may be a conflict with patient work schedules; for example, if a patient only has Mondays off work, but the provider treats only obstetric patients on Mondays, it may be difficult to get a routine
wellness examination on that day, leading to the patient being forced to take off work on another day.
Define Preauthorization
A health plan gives approval for an inpatient hospital stay or a surgical procedure.
The process of determining if a procedure or service is cover by the insurance plan and what the reimbursement is for that procedure service
Define precertification
Requires that a health plan be notified before a certain diagnosis/surgical procedure are performed.
The process of determining if a procedure or service is covered by the insurance plan and what the reimbursement is for that procedure or service
What is a verification of eligibility?
The process of confirming health insurance coverage for the patient
ECG
electrocardiogram
CDC
Centers for Disease Control and Prevention
What is a parameter?
A rule that controls how something should be done guideline or boundaries
what is progress notes?
Documentation in medical record to track the patient's condition and progress
what is matrix?
The environment where something is created to take shape;
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