Question | Answer |
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 |