Shared Flashcard Set

Details

Medical Assistant
Patient Reception
14
Medical
Professional
06/10/2012

Additional Medical Flashcards

 


 

Cards

Term
All calls should be answered in how many rings?
Definition
by the third ring
Term
Telephone Messages Log should include
Definition
name of person message is for
name of person calling
callers phone number
reason for call
action taken by whoever took the call
date and time call was received
initials of person taking the call
Term
Procedure if wrong number is called
Definition
verify the phone number with the person answering the call
apologize
if long distance call the operator to credit the office account
Term
Time Zones
Definition
Pacific Time (1:00)
Mountain Time (2:00)
Central Time (3:00)
Eastern Time (4:00)
Term
Methods of Scheduling: Open-office hours
Definition
Clinic is open only for a specific time period
patients seen in order of arrival (except emergencies which are seen first)
least efficient method of scheduling
common among urgent care centers
Term
Methods of Scheduling: Flexible office hours
Definition
clinic open at odd hours in addition to normal office hours - such as early mornings 1 day a week
each patient given specific time and day for appointment
does not accommodate unplanned illness or accident
Term
Methods of Scheduling: Wave
Definition
short-term flexibility within each hour
assumes average time for each appointment will average out over the day
patients scheduled on the hour (i.e. 4 per hour for 15 minute blocks) and seen in order of arrival
waiting times are variable
Term
Methods of Scheduling: Modified Wave
Definition
appointments are staggered throught the hour
Term
Methods of Scheduling: Grouping
Definition
Similar procedures such as Pap smears are scheduled at specific times (i.e. always on Wednesday between 1-4)
Term
Scheduling PRocedures: Establish a Matrix
Definition
block out times provider is not available
establish buffer time in the morning and afternoon for catch-up
Term
Appointment Problems: Patient habitually late
Definition
schedule near end of day
Term
Appointment Problems: Consecutive Appointments
Definition
schedule at same time and day (different dates) for easy remembering
Term
Appointment Problems: Cancellations
Definition
Immediately offer new appointment time
Term
Appointment Problems: Missed appointments and No-shows
Definition
prevent with reminder call the day before
patient may legally be charged for appointment
habitual no shows may result in discharge from care
note all missed appointments in patients chart and the appointment book
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