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Medical Office Procedures Review

what are the rules for proper email protocol? ensure you always have proper email address, always use subject line, keep messages short+to the point, do not use email "lingo", answer promptly, keep message thread intact, proofread email, be aware of security
how can a MOA deal with an angry client? genuine warmth, respect, empathy
how can a MOA effectively deal with incoming calls? prompt, polite, precise, professional, positive, patient
how can a MOA effectively deal with outgoing calls? keep needed number handy, plan timing, be prepared, make reminder calls, stay on track, leave messages
how can mail be delivered to the health office? courier, special delivery, regular post (priority mail, registered mail)
how can you keep appointment books confidential? keep out of clients view, put in secure place at the end of the day
how can you keep computerized schedules confidential? place monitor at angle, turn monitor off when not using it, keep passwords confidential
how can you effectively communicate your message when making a sign for the office? make sign large enough to be noticed, make lettering large enough for clients with limited vision, make sign simple but attractive, keep words brief+to the point, be clear, keep friendly tone, try a little humor!
name the most common types of communication tools used in a health office email, fax, cell phones, pagers, blackberry, answering devices, computers
what does pre-editing mean? filling in times when you know the provider is unavaliable
what information is necessary when booking a referral appointment? demographics, diagnosis, consultation report, relevant test results, test the family doctor has ordered, relevant history
what is a day sheet and what is it used for? a computerized list of procedures appts. for the day, helps doctors keep to a schedule, gives an idea of how many clients are still to be seen and who is next
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, surgeons number, provisional diagnosis, name of procedure
what is an answering service? employs operators who answer calls for a broad range of clients, 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 to leave a message
what information is necessary when taking a message? name of caller, name of patient(if different from caller), telephone number, date/time of call, call management (call back/will call back), content of message, signature/initials of message taker
what is plain language? speaking/writing so everyone understands you, organizing/presenting information that focuses on the clients needs, keep in mind when writing letters/memos/phone messages etc.
fixed office hours/open facility is open at certain hours and clients may come whenever they like without appointment (walk-in clinics etc)
wave scheduling several clients for the same block of time, usually an hour (allergist, endocinology etc)
modified wave uses basic block of time, as does wave scheduling but with narrower time slots
affinity scheduling similar appointments together (scheduling physical examinations on the same day etc)
combinaton mix of randomly scheduled appointments with affinity called combination/blended scheduling
double/double-column booking scheduling two client appointments at the same time, assuming that the one appointment will involve little of the doctors time
stream allotting a specific, unique time slot for each client appointment (most common type of scheduling)
Created by: lexieeesmith