For example, your assistant can answer the ring with, "Dr. Johnson's office. describe how the medical assistant should handle a patient who arrives without an appointment. Knowledge to customer is giving them paperwork and information on their Bill of Rights, chapter 26 Medical Record, Documentation, and, kappale 5.Meidn tavallinen piv sanasto, Ab Psych Ch 9-Eating & Sleep-Wake Disorders, ch 1 the medical assistant ch 3 legal issues, Medical Assisting: Administrative and Clinica, Ch 26 The Medical Record, Documentation, and, Fundamentals of Financial Management, Concise Edition. CALLS YOU SHOULD RESOLVE 6. if new patient, obtain demographics and insurance info. Because the telephone is a low-fi instrument, many overtones and undertones appreciated in direct conversation are lost. Even in situations of a verbal report, it is good procedure to speak from an outline so that important facts will not be inadvertently omitted. "No Shows" 3.34). There are four common reasons for the absent patient: Although your assistant should always give the impression that you are always readily available, she should not ask you to take the call immediately unless she feels it is absolutely necessary. Single patient is booked for a specific amount of time. When a new patient is at the dismissal desk for the first time, an assistant should learn the most convenient days of the week and times of the day for each patient, and then try to accommodate the patient's desires as closely as possible when making future appointments. Attorney Mail should be immediately distributed after sorting to the most interested party. Is there good balance between new patients and recalls? The office copy of a purchase order will automatically file information as to the name of the supplier, what was ordered, the quantity, the cost, and the delivery date. Why would a medical practice use social media? Reminder calendars, available in various sizes, serve the same function as a tickler file. * Straighten rooms A free period of several minutes scheduled in midmorning and midafternoon would allow for catch up as well as time to enter an unexpected emergency case. her ob/gyn physician has determined that she needs to have a total abdominal hysterectomy. How Should HR Handle Political Discussions at Work? This is why even the most seasoned compliance professionals need a refresher on why policies and procedures important in the workplace. Most doctors prefer to take calls concerning test results, clinical findings, unfavorable progress, and therapeutic reactions personally. The advantages of this system are those of fast and more accurate refiling, the opportunity for indefinite expansion, and confidentiality. RECORD DESTRUCTION Patient scheduling sheets Types. If these totals do not balance, the machine requires immediate repair. This is Dr. Godfrey's office calling. Has the ability to share information in terms her patients can understand. Telephone transmission appears to be best when the mouthpiece is held about an inch directly in front of the lips. Make eye contact when appropriate and help your patient feel comfortable with you. As some patients write checks with a minimum of funds in the bank, all checks received should be processed and deposited daily. While patients like this will often manifest clinical indications for a complete rehabilitation program, they are usually not psychologically prepared to agree to such a recommendation. Dust and fingerprints should be wiped from counters, mirrors, and glassware. * Formal greetings When patients new to the practice enter the office, they are typically greeted by an assistant, seated comfortably, handed a clipboard to which has been attached a form, and requested to fill out the information desired. Policies and Procedures Tabs of different colors can be used to distinguish delinquent account cards, with different colors identifying the stage of delinquency. Reporting procedures Rather, it is better to respond, "There appears to be a poor connection. This documents proof that the mailing was received by someone at the residence in case of certified mail or was personally received by the addressee in case of registered mail. Inpatient Admission: KAtherine Jameson is 45 old and has a history of endometriosis. Surprisingly to some, the most frequent complaints from patients do not concern fees or health services. In any event, the patients are not in a position to criticize you, your practice, or your profession. When buying supplies that are used quite frequently, check for quantity discounts. If behind schedule, why? Tasks like those can be done in any number of ways, but policy and procedure show the employee how to do those tasks in your preferred way. * Walk through treatment areas OFFICE POLICIES & PROCEDURES FOR OUR PATIENTS . If the new patient was not referred by another individual but solely by location of the practice, an advertisement or publicity release of some sort, etc, this should be recorded so later evaluation of your practice's public relations program can be evaluated. The phone, email, and fax messages need to be checked, and patient exam rooms need to be stocked with supplies the provider will need throughout the day. If an opening is available, your assistant can explain office policy yet comply with the request if the patient can be worked into your schedule without causing confusion. CALLS YOUR ASSISTANT CAN RESOLVE Reporting procedures Follow-up Files Numerical indexing also requires a log book to be maintained that lists each number assigned so that the same number will not be assigned to different patients. Regardless of the system used, guides should be used to divide the drawers into appropriate sections (Fig. It must be adequate in amount and liquid in nature to meet fixed costs, variable disbursements, and contingencies. (2) main subject guides with center tabs that can be labeled; Good plans are detailed programs that limit confusion of what should be done, where, at what time, and by whom. the provider will be seeing patients in the afternoon, and the re are a couple of same-day appointments available on your schedule. one way to ease fears and maintain good report with patients is to communicate clearly what is expected from patients of the practice as well as what patients can expect from the office staff. Plans must be continually revised and updated. An excellent reference source is the ACA's Basic Chiropractic Paraprofessional Manual. If a patient is departing when your assistant is on the telephone, the assistant should always spare a moment to recognize the patient, smile, and say good-bye. Telecommunication Economics They feel that if plans are not made, discouragement can be avoided from failing to meet deadlines and expectations. They also like to hear several "Thank you's." As the country's political polarization seeps into the workplace, human resources professionals face new challenges. Correspondence Files. Equipment Servicing and Repair Office policy will determine the extent of your assistant's responsibilities for handling office mail and correspondence. In this type of file, patients who refer others to the practice are recorded so that appropriate thanks can be extended. You may be an examiner for or a consultant to one or more insurance companies. The alert doctor must revise schedules, duties, and responsibilities to reflect necessary changes, as conditions change within the practice. The reception area, preparation rooms, and treatment rooms deserve particular attention, as these will have the greatest traffic. That gives a sense of all the ways you should assess your policies and procedures to see whether circumstances have changed so much that your policy manual deserves an update. If they had little interest, they would not be in the office. Thus, a log of your credit cards is an important record (Fig. Obviously, the first step in getting ahead is to know what and where you are. scheduled during the first 30 mins of each hour, same as wave except in the last 30 mins at 10-20 mins intervals, scheduled for a particular amount of time, Single patient is booked for a specific amount of time, Patients are seen on a first come, first served basis. The services offered vary considerably, from simply relaying messages to electronic paging or two-way radio dispatching. Warning signs are seen when: (1) current assets less current liabilities drop below forecasts, In addition, patients of their own volition may call the office to ask a question regarding their condition or care. 750 First St. NE, Washington, DC 20002-4242, Telephone: (800) 374-2723. TARDY SERVICE Standardized practices across the hospital keep patients safe. 1. use excellent communication skills. It's a document of service. * Proofread INVENTORY LISTS In many cases, your assistant's quality of voice over the telephone may calm or reassure a nervous patient. Likewise, you must expect the patient to cooperate by following your recommendations. To appreciate this, the person answering the telephone must consider the outlook of the caller. EPO-subscribers must use network providers He or she is the connection between an association's different divisions and . A good change is characterized by easy and rapid implementation, a lack of confusion, few effects on other procedures that are proven assets, and harmony with reality. An objective analysis should be made of your practice objectives, financial position, management capability, supervisory expertise, and personnel practices. It is never wise to say that the office just had a "cancellation." Call-Backs For example when you are out of town attending an educational program, the assistant might respond, "Dr. Jones is attending a special seminar in Chicago this week." Mrs. Anderson says that's fine, but that she will have to check with the school to see if her daughter can be excused early that day. Which do you prefer? ENCLOSURES When you will be extremely late or delayed for several hours, new appointments should be scheduled for those patients who do not wish to wait. The major category of letters that will normally be prepared for your signature are those concerning a case, contractural arrangements, the legal aspect of the practice, and personal letters. There are cards, double cards, sheets, and multiple-page forms. You can record all pertinent data on a small portable tape recorder after each housecall. The only safeguard is to constantly remember that the patient is more important than the procedure. In many respects, it is an elaboration of the patient's chief and minor complaints along with other facts necessary for accurate case evaluation. 3. The interrupted treatment schedule results in a relapse, and the patient becomes discouraged and discontinues treatment. There is danger in purchasing equipment that will soon be outdated for your needs or purchasing equipment with functions that you will rarely utilize. When the referred patient must travel a considerable distance, your scheduling assistant might ask if the patient would appreciate help in obtaining lodging arrangements at a nearby motel. Very cheap carbon paper, file folders, and typewriter ribbons have an extremely short life and are a poor long-term investment. Bribery Act. Financial arrangement form Study with Quizlet and memorize flashcards containing terms like The electronic practice management (PM) appointment system offers the capability of locating the next available time or a specific date and time using a(n) feature., A(n) matrix refers to blocking off time slots in a paper schedule with an X or having specified time periods automatically blocked out in the computer's schedule . With experience, an assistant may be able to develop a first draft of such letters without detailed instructions; eg, after a few words or guidance or from brief marginal notes on the incoming letter. HOUSE CALL APPOINTMENTS This only takes a few moments, but it reinforces why the patient must return as scheduled. Yet, this is what happens in offices that are not run efficiently --an example of poor management resulting in poor human relations. INSURANCE NEW PATIENT REFERRAL FOLLOW-UP The successful practice is one that truly recognizes the value of each patient. What new policies and procedures should be developed and implemented? (2) the ratio between account receivables and current liabilities is below forecasts, PURCHASE ORDERS Trays, shelves, filing cabinets, and inside drawers also require periodic cleaning. Filing by an assistant may be delegated to a certain part of each day, with a carry-over from one day to the next avoided. Assistant: How long have you had this problem? Psychology. PERSONALIZED FORM LETTERS 10. employer and work # URGENCY PROBLEMS Proper telephone technique is expressed in voice quality, volume, pitch, pronunciation, rhythm, emphasis, and rapidity of speech. If your assistant is in doubt, you must make the decision. These guidelines ("the office bible") become the basis for all routine task planning and employee training. No organization can grow and prosper without adequate records." Routine Calls For example, if all expense reports are supposed to include itemized receipts (thats the policy), and all reports are to be submitted via a certain online system (thats the procedure) you can more quickly find those employees who arent submitting expense reports with itemized receipts. Abruptness should be avoided such as, "Mr. Brown, this is Dr. Carey's office. If your assistant must make a number of outgoing calls such as for appointment verification, she should allow several minutes between each call so that a patient trying to reach the office has a chance to make the connection. A punctuality policy cannot be enforced one way only. Daily work sheets Your assistant should strive to take care of most phone inquiries. It also underscores why you should document substantiation for the need of the services rendered. Inventory control A patient that leaves the office without an appointment is often considered lost to the practice for all practical purposes. If appointment changes are not justifiable, the case plan must be reaffirmed to the patient through education and motivation. Note: As the doctor is legally responsible for the actions of his employees in the conduct of the practice, it is your responsibility to place specific limits on what an assistant may discuss with a patient, either directly or on the telephone. The effects of fatigue become most apparent as the end of a busy day's schedule approaches. The caller should be visualized when the phone is answered. She should tactfully find out if the subject is important enough to be called to your immediate attention. An objective analysis of the important phases of patient contact will often spotlight weaknesses in the office system. Each doctor selects those policies and procedures that lend themselves best to the doctor's training, time, and work habits. Corrective exercise forms If the subject is more important than the writer, the information is better filed by subject in an alphabetically indexed file. Letters With an Assistant's Signature. * Call ahead, * Paper Air freshener should be discreetly sprayed around when necessary. Patient preparation Clinical equipment and supply firms Some use the same file, but folders are color coded to indicate the appropriate category. In addition, such factors as your public relations program, patient indoctrination system, scope of clinical services, accounting system, and collection system should be appraised. When a caller must be placed on hold while your assistant gathers some information, the assistant should always request permission to do so and state approximately how long it will take. Office policy differs widely whether clinical correspondence should be filed with the patient's records or if the correspondence should be filed in a separate folder under the name of the individual, institution, or company, in alphabetical order. If such patients fail to profit by the advice, you may be forced to postpone further service until full cooperation can be extended following psychiatric help. This can be accomplished by rescheduling patients on the periodic examination list and patients on a once-a-month program. Standard case instruction sheets Patients of this nature will nod their head up and down during a detailed presentation. Prepare a patient for procedures or treatments 6. Advanced Planning. Such cases usually warrant that the condition for which the patient is being referred is recorded when the appointment is made along with the length and type of treatment previously received. This organization saves time and effort by allowing proper sequencing at the assistant's desk so the actual filing can be completed without going back and forth from drawer to drawer. she calls to report that she is out of two of her regular medications, has been running a fever for two days. When this happens, your scheduling assistant should be sure to obtain the name of the insurance company since it will be they who pay the bill. Know your own pace and capabilities, as well as those of your staff. The assistant then presents any literature or supplements recommended by the doctor, arranges another appointment for the patient according to the doctor's instructions, and sets up an appointment verification date according to office policy. Steadily increasing levels of debt can usually be traced to decreasing patient volume, poor collections, low profit margin, increasing expenses, or overinvestment in fixed assets. That could be something like moving to cloud-based software vendors for your business applications, or letting employees conduct business on their personal devices. Purchasing and inventory controls are separate elements that are closely related. It would be foolhardy to embark on a comprehensive rehabilitation program for a serious condition if it is felt that adherence to the schedule could not be made. Sometimes policies and procedures help to achieve operational objectivessay, ways to develop a new product, or how to handle a customer service call. After the telephone contact, the next typical areas of contact the office has with a patient are the exterior of your building and the reception area. Training is necessary so that your assistant is alert to what you consider "junk" mail (not to be forwarded), what incoming mail you want to see first, what priorities should be given to certain types of mail, and how the mail should be organized. his mother called to ask for an appointment for a school physical. Such a record will prevent running out of supplies and give you a guide to consider quantity purchases. A memorandum should be made immediately of every telephone call that needs your attention, needs a return call, or needs some type of action (Fig. Patient safety. Store your policies and procedures in a format that is easy to update. Patients late for appointments cause another type of problem. NUMERICAL INDEXING When the meter is refilled at the post office, the record book must accompany the machine. Their reasoning is that calling patients to verify time reservations often acts as an invitation to cancel or change appointments. Although your assistant should always give the impression that you are always readily available, she should not ask you to take the call immediately unless she feels it is absolutely necessary. Case history forms come in a large variety of sizes, shapes, and styles (Fig. Let's arrange an appointment for Thursday or Friday so that you can discuss this with Dr. Anderson and avoid any recurrence of this problem. Daily Routines Thus, day sheets are one of the most important control sheets in the office. Taxes are the dues we pay for the opportunity of living in this great country. Housekeeping tasks The patient can then be escorted to the consultation room. (2) inactive patients who are not currently under care, do not owe the office money, but are likely to return; Patient handling and control are two major factors in determining the success or failure of any practice. Unit 1 is the last name in capitals, Unit 2 is the patient's title, Unit 3 is the first name, Unit 4 is the middle name or middle initial, and Unit 5 is the person's nickname or name by which the patient prefers to be called, enclosed by parentheses. a medical-surgical unit will be appropriate following surgery unless complications arise. Many tasks can be accomplished at this time that would be difficult when rushed. It is not logical for any doctor to spend 95% of his time worrying about 5% of his patients who are uncooperative. Patient recall cards or letters Financial account records To be sure of the name of the caller, your assistant should repeat it one or two times during the conversation. Such records must be referred to often during initial treatment and whenever the patient needs subsequent care. Think about it: when was the last time you encountered a compliance issue that didnt somehow involve better policies and procedures? Medical office policies usually address late arrivals or no-shows to appointments, including the standards for dismissing a patient from the practice. It is the price we must pay to assure our future. This information is held in a "future appointment," to be reconfirmed by the assistant on the patient's arrival when more detailed data are recorded. If on schedule, it will give you an opportunity to reinforce positive actions. This will avoid stress and inefficient services. * Check prescription pads Old and new records should be made ready by an assistant prior to the arrival of the first patient of the day. (5) prophylactic care. (3) loan payments are above forecasts, Obstacles to Planning There is always danger in discouraging patients if they are forced to wait an unreasonable length of time. METHODOLOGY It may be low and deep or high and squeaky. When they are printed on a bright-color paper, they are quickly noticed and speed retrieval. As referrals are the life-blood of the practice, the human relations factors must be considered. 1. review insurance coverage with patient. When new patients to the practice are greeted for the first time, they should be shown where coats can be hung. Most offices plan that the notification is received by the patient about 3-4 days prior to the appointment. For follow-up visits where a new record is not necessary and the appointment has been made for several weeks, records can be pulled once each week when reminder notices are sent. Informed consent is when a healthcare provider like a doctor, nurse, or other healthcare professional explains a medical treatment to a patient before the. When asked the secret of his success, a famous chef once admitted that few people remember more than the first and last course of an excellent dinner, thus he gave these courses extraordinary attention. Personal calls of staff should be limited to emergencies and made as brief as possible. Positive initial and continuing impressions are an integral part of developing and maintaining a successful practice. This is a great asset to any office. Efficient purchasing, comparative shopping, good storage procedures, and alert inventory control offer distinct savings to any office. This may be difficult in the newly established practice where every patient is important to the practice's economic stability. Using policies and procedures together gives employees a well-rounded view of their workplace. what kind of paperwork must be completed, and what information will the hospital require prior to admission? Most offices will have on file several form letters of this nature that can be personalized. All systems require alert attention. Such a procedure helps to avoid "holes" within the appointment schedule because of forgotten appointments. It creates a warm impression when your assistant replies to the call, rather than waiting for the caller to make a second effort to reach your office. Other people can read faxes, even if they are specifically sent to a certain person. The objective is to see that each practice day represents a minimum of unproductive time. There are multi-button telephones, hands-free telephones, cordless telephones, remote speaker telephones, automatic dialers, repeat dialers for busy numbers, telephones with privacy buttons, mobile callers and radio pagers. 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