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Medical Office Procedures

What are the rules for proper protocol -ensure proper email address -use subject line -keep message short/to the point -do not use email "lingo" -answer promptly -keep message thread intact -proof read your email -be aware of secureity
How can a MOA deal worth an angry client -genuine warmth -respect -empathy
How can a MOA effectively deal with incoming calls (six P's) -patient -polite -positive -precise -professional -prompt
How can MOA effectively deal with outgoing calls -be prepared -keep needed numbers handy -know how to leave a proper message -make reminder calls, if necessary -plan timing -stay on track
How can mail be delivered to the health office -courier -special delivery -regular post (priority post, registered mail)
How can you keep appointment books confidential -keep out of view of clients -put in secure place at end of day
How can you keep computerized schedules confidential -place monitor on an angle -turn monitor off when not using -keep all passwords confidential
How can you effectively communicate your message when making a sign for the office -make sign large enough -large lettering -simple but attractive -brief and to the point -clear -friendly tone -use humour
Name the most common types of communication tools used in a health office -email -fax -cell phones -pager's -BlackBerry's -answering devices -computers
What does pre-editing mean filing in the times you know the provider is unavailable
What information is necessary when booking a referral appointment -demographics -relevant history -relevant test results -tests pamily doctor has prdered -consultation request -diagnosis
What is a day sheet and what is it used for a computerized list of the provider's appointments for a day -referral purposes -keeping notes -helps doctor keep to schedule -gives idea of how many more clients need ot be seen
What information is necessary when booking surgery -demographics -health card number -private insurance coverage (if any) -type of accommodation (if overnight stay in hospital) -referring physicians name/number -surgeon's name -name of procedure -provisional diagnosis
What is an answering service -employs operators who answer calls for a broad range of clientele -operator at a central location answers the call and gives client direction
What is an answering machine -some only give message to caller -others allow caller to leave message -call answer, client's needing emergency/urgent care are directed to the nearest ER
What information is necessary when taking a message -name of caller -name of pt., if different than caller -telephone number -call management -message -signature of message taker
What is plain language -speaking or writing so your client understands you -organizing and presenting information that focuses on clients needs -keeping them in mind when you write letters, memos, phone messages, or instructions
Describe fixed office hours/open scheduling office opens at certain hours, and clients may come whenever they like
Describe wave scheduling scheduling several clients for the same block of time
Describe modified wave scheduling same as wave scheduling but with a narrower time slot
Describe affinity scheduling scheduling similar appointments together
Describe combination/blended scheduling combination of affinity and random
Describe double/double-column booking scheduling schedule two client appointments at the same time
Describe stream scheduling allotting a specific, unique time slot for each client appointment
AB Alberta
BC British Columbia
MB Manitoba
NB New Brunswick
NL Newfoundland and Labrador
NT Northwest Territories
NS Nova Scotia
NU Nunavut
ON Ontario
PE Prince Edward Island
QC Quebec
SK Saskatchewan
YT Yukon Territory
A/S allergy shot
AHE annual health examination
BP blood pressure
Can cancellation
Con consult
CPx complete physical examination
F/S flu shot
FU follow up
Inj injection
NS no show
Pap pap smear
PN prenatal
PP postpartum check
Ref referral
V/S vital signs check
WB well baby
Created by: DawnLangridge