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 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
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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 numbers handy
-Plan timing
-Be prepared
-Make reminder calls, if needed
-Stay on track
-Know how to leave a proper message
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| How can mail be delivered to the health office? | -Courier
-Special delivery
-Regular post
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| How can you keep appointment books confidential? | -Keep out of view of clients
-Put in secure place at the end of the day
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| 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
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| 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
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| Name the most common types of communication tools used in a health office? | -Email
-Fax
-Cell phone
-Pagers
-Blackberrys
-Answering devices
-Computers
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| What does pre-editing mean? | -Filling in the times you know the provider is unavailable
-Saves time when scheduling clients
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| What information is necessary when booking a referral appointment? | -Demographics
-Diagnosis
-Consultation request
-Relevant test results
-Tests family doc ordered
-Relevant history
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| 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
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| What information is necessary when booking surgery? | -Demographics
-HC#
-Private insurance
-Type of accommodation
-Referring physicians name
-Surgeons name
-Provisional diagnosis
-Name of procedure
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| 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
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| What is an answering machine? | -Many different varieties
-Some may only give a message to caller
-Others allow caller to leave message
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| 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
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| 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
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| Describe the following types of scheduling: | fixed office hours/open
wave
modified wave
affinity
combination
double/double-column booking
stream
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| fixed office hours/open | Office opens during certain hours and clients may come whenever they like
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| wave | scheduling several clients for the same block of time-i.e. allergist, endocrinologist
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| modified wave | same as wave but with a narrower time slot
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| affinity | scheduling similar appointments together- i.e. scheduling physical examinations on a certain day-
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| combination | combination of affinity and random
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| double/double-column booking | scheduling two clients at the same time
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| stream | allotting a specific, unique slot for each client
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| AB | Alberta
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| BC | British Columbia
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| MB | Manitoba
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| NB | New Brunswick
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| NL | Newfoundland & Labrador
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| NT | Northwest Territories
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| NS | Nova Scotia
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| NU | Nunavot
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| ON | Ontario
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| PE | Prince Edward Island
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| QB | Quebec
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| SK | Saskatchewan
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| YT | Yukon Territory
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| A/S | allergy shot
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| AHE | annual health exam
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| BP | blood pressure
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| Can | cancellation
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| Con | consult
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| CPx | physical examination
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| F/S | flu shot
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| FU | follow-up
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| Inj | injection
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| NS | no show
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| Pap | pap smear
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| PN | prenatal
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| PP | postpartum check
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| Ref | referral
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| V/S | vital sign check
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| WB | well baby
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Created by:
AshleyMcM
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