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Chapter 6&7 - Howell
| Question | Answer |
|---|---|
| Speed dialing | Electronically stores frequently dialed numbers |
| Redialing | Automatically stores the last dialed number |
| Call forwarding | Allows all incoming calls to be automatically directed to another internal station |
| Caller ID | Reveals the name and telephone number on a display panel before the call is answered |
| Speakerphone | Hands free conversation has many advantages but always remember patient privacy |
| Voice mail | Used to store and forward messages when a person is available |
| Answering service | Used when office is closed |
| When to answer the phone | Within 3 seconds |
| What do you say when you pick up | State your name and the name of the practice |
| PO | Phone order |
| CBC | Complete blood count |
| RBC | Red blood count |
| WBC | White blood count |
| Hgb | Hemoglobin |
| AgNO3 | Silver Nitrate |
| Cont. | Continue |
| Med. | Medicine |
| BUN | Blood urea nitrogen |
| Retn | Return |
| RO | Rule out |
| All medical decisions are made by | The physician |
| Telephone procedures | The most important public relations responsibility of the medical assistant is to place, receive, and screen telephone calls for the office |
| Telephone log | Provides a permanent chronological record |
| Telephone triage | To sort things out, will free up the doctor's time and optimize constructive time spent on patient calls |
| Patients that call for a referral | Should be given several names from a referred list prepared by the physician |
| Attorneys that call regarding a patient, you should | Verify that the attorney is authorized to receive the information and then obtain all necessary information and have the physician call back |
| UOR | Unusual occurrence report |
| Difficult callers | Document the information about the caller and the threat and end the call them immediately report the incident to the supervisor or provider |
| The caller who refuses to give information | Usually the individual wants to speak to the physician. Explain that their information is necessary to take a message |
| When transmitting a prescription refill request it is important to know | Pt's name & DOB, name of medication, dosage information, number of refills, medication allergies |
| Referral | An authorization to another physician or health professional, usually a specialist for more in depth care |
| Precertification | Insurance party must review the medical necessity of a proposed service and provide a certification number before a claim will be paid |
| Pre-authorization | The insurance company will not pay for a service unless the provider(a physician or hospital, usually) gets permission to provide the service |
| Appointment planning | Ultimate art of appointment making is accomplished when the physician's schedule is blended with patient's needs and convenience |
| Scheduling systems | Can be computerized or manual Have a variety of ways to handle most appointments |
| Matrix | Types of scheduling After the matrix has been established, the preferred method of scheduling will be decided upon by the physician |
| Stream scheduling or fixed interval | Most common way to handle appointments Steady flow of patients(like a stream), keeps a continuous flow of patients coming through the office Appointments are scheduled for a specific amount of time based on patient need |
| Scheduling for a new patient | 30-45 minutes |
| Scheduling for an established patient | 10-20 minutes |
| Scheduling for a physical examination | 30-45 minutes |
| True wave scheduling | Specific number of patients per hour They are given the same appointment time on the hour and are seen in the order that they arrive |
| Modified wave scheduling | Scheduled the same as wave with the exception of scheduling patients in the last 30 minutes at 10-20 minute intervals for acute illness |
| Double booking | Often used when an acute illness must be fit into the schedule Two patients are given the same appointment time |
| Open booking (open hours or walk-in) | Gives more flexibility- patients are told a range of hours, no set appointment times |
| Triage | Screens patients according to needs Literally means - to sort things out |
| Appointment book | Manual paper scheduling system Mark blocks of times Often color-coded |
| Computerized | Electronic appointment scheduler Uses computerized software program Searches for available appointments Reserves segments in "blocks" of time |
| Clustering or categorization | Scheduling patients with similar problems or conditions together Ex: physical exams, prenatal patients, patients having the same diagnostic procedure done |
| Single booking or time specified | Used when an appointment for a patient will take a longer period of time Means a single patient is booked for a specific amount of time |
| Open access | Allows most patients to obtain an appointment the same day they call Also called same day scheduling |
| Basic consideration | Needs of patient Convenience of patient |
| Follow-up appointments | Schedule as close as possible to the date the physician indicated Ask patient for time of day and day of week that is convenient |
| Non-compliant patients | Habitually late patients Schedule 15 minutes before appointment time |
| IV | Intravenous |
| Hosp | Hospital |
| PO | Post operative check |
| Op. | Operation |
| Dx | Diagnoses |
| Ca | Cancer |
| DC | Discharge |
| Retn | Return |
| OV | Office visit |
| P.m. | After noon |
| PT | Physical therapy |
| Mo | Months |
| What time intervals are assigned for initial visits | 45-60 mins |
| What time intervals are assigned for follow-up examinations | 10,15, or 20 mins |
| What is the benefit of having an MA make confirmation telephone calls to patients scheduled to be seen | Reminds the patient |
| Why is it accurate to keep accurate and permanent information | Could be used in medicolegal cases |
| What are the three voice components to consider when practicing telephone technique and cultivating a cheerful and calm voice | Inflection, voice tone, and clarity |
| All incoming calls should be answered before | Third ring |
| Urgent care | Urgent situation requiring treatment of injuries that need prompt medical attention within 24 hrs |
| Emergency care | Requires immediate treatment to avoid putting the patient's life in danger |
| Name five things that should be included when recording information on a telephone message slip | Reason for call Caller's name Date & time Actions to be taken Home/work/cell number |
Created by:
KirstinParise