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Office Admin
| Question | Answer |
|---|---|
| How does a CCMA answer the phone in the medical office? | Say the name of the practice and identify yourself |
| What must a CCMA do if they are placing a patient on hold? | Ask if it is an emergency and then ask permission for them to be on hold |
| What is pronunciation and enunciation? | speaking clearing without mumbling |
| Who should hang up first? | The person calling |
| What does "telephone triage" mean? | Identifying how medically urgent the call is and deciding what action should be taken with that call |
| What should be included in a phone message? | Date and time, who the message is for, caller's name/patient's name, phone number, action to be taken, complete message, and initials of person taking the call |
| What is required to make an appointment? | Patient's Full Name, DOB, telephone number, purpose of the visit, insurance information |
| What is telehealth? | Use of electronic and telecommunications to provide care to a patient |
| What types of patient concerns are appropriate with a telehealth visit? | Anxiety, depression, ear infection, backpain, conjunctivitis, GERD, influenza, UTI, minor sports injuries |
| What types of patient concerns are NOT appropriate for a telehealth visit? | Emergencies including active bleeding, trauma, chest pain, head injury, breathing problems, anaphylactic reactions |
| Why is it important to know why the patient is seeing the provider when scheduling their appointment? | To know how long the appointment will take |
| open hours scheduling | walk-in system. Ex: ER |
| time-specified scheduling | patients are scheduled at a specific time |
| wave scheduling | group of patients schedule at the beginning of the hour (usually 3 patients) and seen according to when they arrive |
| modified-wave scheduling | similar to a traditional wave scheduling, 2 patients come at once and then 1 patient comes 30 minutes later |
| double-booking | two or more patients are purposely scheduled for the same appointment slot |
| cluster scheduling | patients with similar appointments are seen on the same day ex: sports physicals |
| What is another name for cluster scheduling? | Grouping |
| advanced scheduling | patients are booked weeks or months in advance. Ex: 6 month check up for dentist or yearly OBGYN visit |
| What does "NS" mean in scheduling? | no show |
| What does PCMH stand for? | Patient Centered Medical Home |
| What are the purposes of a PCMH? | 1 provider in charge, improve patient experience, decrease costs |
| What are the 5 attributes of a PCMH? | Comprehensive care, patient centered, coordinated care, accessible service, and quality/safety |
| What types of community services are available to help a patient? | Food banks, transportation, medical equipment, assistive living/long term care, low-cost medication programs |
| Transition of care | Refers to the coordination and community of healthcare during a movement of a patient from one healthcare setting to another or to home. |
| referral | a document or form required by insurance companies when a provider wants to send a patient to a specialist |
| What should be included in a referral? | patient's demographic info, insurance info, provider's info, diagnosis, planned procedure or treatment |
| itinerary | detailed travel plan |
| Coding | the way healthcare facilities get paid. A "code" that is assigned for a diagnosis or a procedure |
| Diagnostic Coding | ICD codes that are given for patient's primary or secondary diagnoses |
| How many digits does an ICD code have? | 3-7 |
| Procedural Coding | CPT codes or HCPCS Codes |
| How many digits does a CPT code have? | 5 |
| What does HCPCS stand for? | Healthcare Common Procedure Coding System |
| How many digits does a HCPCS code have? | 5- 1 letter with 4 numbers |
| When are HCPCS codes used? | services and supplies NOT covered under CPT codes, usually medical equipment and supplies |
| DME | durable medical equipment |
| What is CPT Category 1? | Procedures that are widely done |
| How many categories are in CPT category 1? | 6 |
| What is CPT Category 2? | codes that are given for procedures that help collect data about the quality of care delivered |
| What is CPT Category 3? | temporary codes that are assigned for new technology and procedures |
| What is a CPT Modifier? | a code that show a special circumstance that happened during a service or procedure |
| How many digits does a CPT Modifier have? | 2 |
| For billing and coding reasons, when is a patient considered a "new patient"? | if they haven't been seen by the provider for 3 years |
| What is medical Insurance? | written contract between a policy holder and a health plan saying that health care bills will be paid for |
Created by:
Sxmmerxo