Medical Office Procedures Review
Quiz yourself by thinking what should be in
each of the black spaces below before clicking
on it to display the answer.
Help!
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| 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
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| how can a MOA deal with an angry client? | genuine warmth, respect, empathy
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| how can a MOA effectively deal with incoming calls? | prompt, polite, precise, professional, positive, patient
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| 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
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| how can mail be delivered to the health office? | courier, special delivery, regular post (priority mail, registered mail)
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| how can you keep appointment books confidential? | keep out of clients view, put in secure place at the end of the day
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| how can you keep computerized schedules confidential? | place monitor at angle, turn monitor off when not using it, keep passwords confidential
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| 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!
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| name the most common types of communication tools used in a health office | email, fax, cell phones, pagers, blackberry, answering devices, computers
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| what does pre-editing mean? | filling in times when you know the provider is unavaliable
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| what information is necessary when booking a referral appointment? | demographics, diagnosis, consultation report, relevant test results, test the family doctor has ordered, relevant history
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| 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
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| 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
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| 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
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| what is an answering machine? | many different varieties, some may only give a message to caller, others allow to leave a message
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| 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
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| 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.
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| fixed office hours/open | facility is open at certain hours and clients may come whenever they like without appointment (walk-in clinics etc)
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| wave | scheduling several clients for the same block of time, usually an hour (allergist, endocinology etc)
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| modified wave | uses basic block of time, as does wave scheduling but with narrower time slots
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| affinity | scheduling similar appointments together (scheduling physical examinations on the same day etc)
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| combinaton | mix of randomly scheduled appointments with affinity called combination/blended scheduling
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| double/double-column booking | scheduling two client appointments at the same time, assuming that the one appointment will involve little of the doctors time
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| stream | allotting a specific, unique time slot for each client appointment (most common type of scheduling)
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