| Question | Answer |
| What are the rules for proper email protocol? | -Ensure you have proper email address
-Always use subject line
-Keep message short and to the point
-Do not use email lingo
-Answer promptly
-Keep message thread intact
-Proofread your 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 numbers handy
-Plan timing
-Be prepared
-Make reminder calls, if needed
-Stay on track
-Know how to leave a proper message |
| How can mail be delivered to the health office? | -Courier
-Special delivery
-Regular post |
| 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 at 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 the office? | -Make the sign large enough
-Large lettering
-Simple but attractive
-Brief and to the point
-Clear
-Friendly
-Use humor |
| Name the most common types of communication tools used in a health office? | -Email
-Fax
-Cell phone
-Pagers
-Blackberrys
-Answering devices
-Computers |
| What does pre-editing mean? | -Filling in the times you know the provider is unavailable
-Saves time when scheduling clients |
| What information is necessary when booking a referral appointment? | -Demographics
-Diagnosis
-Consultation request
-Relevant test results
-Tests family doc ordered
-Relevant history |
| 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 |
| What information is necessary when booking surgery? | -Demographics
-HC#
-Private insurance
-Type of accommodation
-Referring physicians name
-Surgeons name
-Provisional diagnosis
-Name of procedure |
| What is an answering service? | -Employs operators who answer calls fora 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 message |
| What information is necessary when taking a message? | -Name of caller
-Name of pt. if different from caller
-Phone #
-Date and time of call
-Call management
-Message
-Signature of message taker |
| What is plain language? | -Speaking and writing so your clients understand you
-Organizing and presenting information that focuses on client's needs
-Keeping them in mind when you write letters, memos, phone messages or intructions |
| Describe the following types of scheduling: | fixed office hours/open
wave
modified wave
affinity
combination
double/double-column booking
stream |
| fixed office hours/open | Office opens during certain hours and clients may come whenever they like |
| wave | scheduling several clients for the same block of time-i.e. allergist, endocrinologist |
| modified wave | same as wave but with a narrower time slot |
| affinity | scheduling similar appointments together- i.e. scheduling physical examinations on a certain day- |
| combination | combination of affinity and random |
| double/double-column booking | scheduling two clients at the same time |
| stream | allotting a specific, unique slot for each client |
| AB | Alberta |
| BC | British Columbia |
| MB | Manitoba |
| NB | New Brunswick |
| NL | Newfoundland & Labrador |
| NT | Northwest Territories |
| NS | Nova Scotia |
| NU | Nunavot |
| ON | Ontario |
| PE | Prince Edward Island |
| QB | Quebec |
| SK | Saskatchewan |
| YT | Yukon Territory |
| A/S | allergy shot |
| AHE | annual health exam |
| BP | blood pressure |
| Can | cancellation |
| Con | consult |
| CPx | 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 sign check |
| WB | well baby |
