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Medical Office Procedures Review

TermDefinition
What are the rules for proper email protocol? 1) Ensure you have the proper email address. 2) Always use a subject line. 3) Keep the message short and to the point. 4) Do NOT use email "lingo". 5) Answer promptly. 6) Keep the message thread intact. 7) Proofread you email. 8) Be aware of your security
How can MOA deal with an angry client? Genuine warmth. Respect. Empathy. Don't raise your voice. Remain calm. Don't take it personally. Do not agree. Try to prevent.
How can a MOA effectively deal with incoming calls? 6 P's: Polite, Precise, Prompt, Professional, Positive, Patient
How can a MOA effectively deal with outgoing calls? Keep needed numbers handy. Plan timing. Be prepared. Make reminder call, if needed. Stay on track. Leave messages.
How can mail be delivered to the health office? Courier. Special delivery. Regular Post (priority, registered)
How can you keep appointment books confidential? Keep out of view of clients. Put in secure place at the end of the day.
How can you keep computerized schedules confidential? Place monitor on an angle. Turn monitor off when you are not using it. Keep all passwords confidential.
How can you effectively communicate your message when making a sign for office? Make the sign large enough. Large lettering. Simple but attractive. Brief and to the point. Be clear. Friendly. Use little humour.
Name the most common types of communication tools used in a health office. *Email *fax *cell phones *pagers *BlackBerry's *answering devices *computers
What does pre-editing mean? Filling in the times you know the provider is unavailable. Block off prior commitments and time off of physician's electronic schedule.
What information is necessary when booking a referral. Demographics (name, number, address, DOB); diagnosis; consultation request; relevant test results; tests the family doctor has ordered; relevant FHx
What is a day sheet and what is it used for? Referral purposes -keeping notes - helps doc keep to schedule -gives an idea of how many more clients need to be seen ^^ a computerized list of the providers appt's for a day, hard copy can be printed
What information is necessary when booking surgery? Demographics (name, age, address, DOB, phone number) name of the procedure, type of accommodations, referring physicians name, HC #, private insurance coverage, surgeons name, 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? many different varieties, some may only give a message to caller. others allow caller to leave a msg (if machine doesnt allow caller to leave msg, say so on voice recording)
What information is necessary when taking a msg? Name of caller, Name of patient-if different from caller, telephone number, date/time of call, call management (return call/ will call back), msg, signature or initials of msg taker.
What is plain language? 1)Speaking or writing so that your client understands you. 2)organizing and presenting information that focuses on clients needs 3) keeping them in mind when you are writing letters, memo's phone msgs, or instructions.
a) Fixed office hours/open? office open during certain hours & clients may come whenever they like
b) Wave scheduling several clients for the same block of time, typically an hour.
c) Modified Wave same as wave but with a narrower time slot
d) Affinity scheduling similar appointments together, done in clusters on the basis of the type of service or reason
e) Combination a combination of affinity & random scheduling
f) Double/double column booking scheduling 2 clients at the same time on assumption that 1 of the appointments will involve little of the dr.'s time
f) Stream allotting a specific unique time slot for each client appointment
Created by: deyoht_kwa
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