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MA1: Chapter 42 Scheduling Appointments Flashcards | StudBud
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MA1: Chapter 42 Scheduling Appointments
MA1: Chapter 42 Scheduling Appointments
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1
Modified Wave
-Patients scheduled in first half hour of each hour
-2-3 Pt's scheduled at beginning of each hour, followed by single appts
2
Complete and accurate medical records provide legal protections for whom?
Neither patients nor physicians
both patients and physicians
Physicians
Patients
3
The first step in providing patient instruction is to ....
prepare a summary for the chart.
discuss instructions with the patient's family.
answer the patient's questions.
assess the patient's ability to comprehend instructions.
4
•Double booking
-Patients scheduled in first half hour of each hour
-Two or more patients given particular appointment time
5
Which scheduling method allows more appointment availability?
Double booking
Flexible hours
Wave hours
Open scheduling
6
When scheduling an appointment, you should . . .
note the kind of appointment needed
confirm the last appointment date
assess the type of appointment they need
all of these
7
What 2 things should be included in the appointment book
Phone Number
Social Security Number
Date of Birth
Patient's Name
8
Referral appointments should be scheduled
treated like any appointment
tomorrow
next available slot
as soon as possible
9
Wave Scheduling
Scheduling format where more than one pt is given an appt
scheduling format where each pt is given an appt. time
10
What is a patient?
Anyone that enters the office
Anyone that calls the office
None of the above
An individual receiving medical care
11
A patient who fails to keep an appointment w/o advance notice is called a:
cancellation
no-show
disruption
reschedule
12
When a patient is doing a pre-admission testing the provider needs to sign the?
precertification
order
medical release form
doctors first report of illness form
13
Provide this when scheduling a surgery
Insurance prior auth number
If the pt has completed a living will
Name and phone number of next of kin
Exact date and time to schedule surgery
14
The patient has a responsibility to be ___________?
respectful to all office staff and employees
all of the above
upfront about current and past medical diagnoses
honest and truthful about any medications or drug use
15
You are scheduling using the streaming method, a complete physical exam takes about:
45 minutes
1 hour
30 minutes
15 minutes
16
Blocking off times when the physician is unavailable to see patients is called the matrix?
True
False
17
Which of the medical office software applications uses electronic signatures?
EHR
Scheduling
Encoders
Spreadsheets
18
What should be done if a patient calls with a medical question?
Ask the patient to call back at a later time
Treat the answer lightly
Guess at the answer
Document the pt. info and give it to doctor for review.
19
First step to help a patient remember follow appointment?
call pt as a reminder
mail a reminder letter
have pt. confirm appt
hand the pt. a reminder card
20
How often should an established patient's insurance be verified?
Once a month
Once a year
Twice a year
With every visit
21
What is Triage?
another word for triangle bandages
Arron is a chicken
deciding what injury is the worst
using triangle band aids
22
Which describes WAVE scheduling
Scheduled for same time but seen in order of arrival
Schedule them at different times so they come in waves
Make sure to wave at them when they come in
23
A medical assistant using the cluster method to schedule patients does which of the following?
Clusters the physician’s days off together
Schedule pts with similar problems in the same block of time
Consults with the physician regarding who is seen next
Completes testing before the patient is seen by physician
24
Which method of appointment scheduling allows the patient to schedule their own appointment?
Self-scheduling
Tidal booking
Double wave booking
Wave scheduling
25
What shows times on the schedule that are available for patient appointments?
Empty appointment pages
None of the above
The appointment matrix
A new appointment page
26
Which of the following information will you need to schedule an appointment?
the date, time, and approximate length of the appointment
all of the above
the name and telephone number of the individual requesting the appointment
the location and purpose of the meeting
27
When a requested appointment time is not available, the medical assistant should:
suggest the patient see an alternate physician in the practice
explain why the time is not available and offer a substitute date and time
immediately put the patient on a waiting list for that time slot
insist that the patient accept the next available appointment
28
Triage means?
Emergency
Three
Screen
Sort Priority
29
What is clustering scheduling
grouping different procedures on same day
Grouping the same procedures on the same day
30
Open hours for scheduling means which of these?
Patients do not have to wait to see an MD
The second half of an hour is left open
No appointments are made
Patients are seen by appointment only
31
A CMAA scheduled a patient for lab tests in another facility.What should the CMAA do to complete the scheduling process?
Document the scheduling arrangement in the patients chart
Call the insurance company to provide the scheduling information
Document the insurance information in the patients chart
Call the laboratory to give the patients medical history
32
Advantage of pt self scheduling
Pts MUST receive confirmation electronically or by letter
Pts ALWAYS receive the time they request
Appt times can be easily changed if necessary
Pts do not need to place a call to the office to schedule
33
Required documentation for the new patient appointment:
Valid ID and medical records
Medical records, imaging, valid ID, medication list, new patient paperwork
Insurance card and medication list
Referral, Insurance card, Driver´s licence
34
Provide this when scheduling a surgery
Name and phone number of next of kin
If the pt has completed a living will
Insurance prior auth number
Exact date and time to schedule surgery
35
When a patient does not show up for their appointment, the MOA should
Make a notation in the patient chart and call the patient to rebook
Schedule the patient for another and email them the information
Do nothing and assume the patient will reschedule on their own
Send the patient a certified letter requesting the patient to reschedule
36
When scheduling inpatient surgery you will?
all of the above
Instruct the patient in any prep and procedures
Gather pertinent info for call
Verify necessary info with MD
37
What should the administrative medical assistant do when a patient arrives at the office?
Ask any personal questions while they are in reception area
Avoid eye contact while listening to their remarks
Explain all instructions thoroughly
Greet them as soon as it is convenient for the MA to do so
38
Who is involved in the medical billing process?
Everyone in the clinical office
Front Reception
Provider
Clinical Staff
39
Wave scheduling ?
8 min intervals
first half of each hour intervals
20 min intervals
1 hour intervals
40
SCHEDULING SYSTEMS CAN BE COMPUTERIZED OR MANUAL.
TRUE
FALSE
41
What service will ALWAYS require a pre auth
MRI
dental care
inpt services
CT scan
42
If the provider must miss a patient's appointment, what should the MA do?
Give them the option to see another provider
Offer them priority over already scheduled patients
Explain exactly why the provider can't see them
Be extremely apologetic
43
The principal advantage of using the wave method when designing the scheduling process is that it
gives priority to established patients.
allows flexibility to accommodate the unpredictable.
enables the physician to see more patients each day.
provides more breaks for staff members.
44
For legal purposes, what needs to occur when a patient fails to keep an appointment?
document in the patient record and on appt schedule
Classify the patient as a "deadbeat"
Call to determine reason for failed appointment
Reschedule as soon as possible
45
Scheduling method that sets appointments based on the needs of the individual patient, minimizes gaps in schedule
Matrix
Streaming
Clustering
Buffer time
46
in apt scheduling a blocked time is a time that he’s a patient apt
true
false
47
What is the primary purpose of a medical record
Provide historical account of patients health care
To keep track of patients healthcare
To keep all patients organized
48
a medical administrative assistant in an office that uses media should make the office follow which guidelines.
change their password everytime they log in
no
Lunch breaks
use their own login IDs andpasswords each time use a computer
49
Most cost effective scheduling methods:
Phone alerts
Post it notes
Computerized scheduling
Self scheduling
50
What is the purpose of scheduling in a medical office?
Scheduling guarantees great patient care
Increases physician office hours
Involves many members of the office staff
Provides Productivity and Good Customer Service
51
What should the medical assistant do if a patient misses an appointment?
refuse to schedule an appointment for the patient
erase the appointment from the appointment book
notify that she'll be charged for the appointment
document the no show in the app book & in the patients chart
52
Which of the following guidelines regarding passwords is NOT recommended?
Use your DOB or initials so you will remember your password
Don't tape your password to your computer monitor
Do not share your password with your colleagues
Combine letters and numbers
53
a system for blocking off unavailable patient appointment times
matrix
consultation
clustering
double booking
54
Which of the following would be part of maintaining a patient's medical record?
Straighten and tidy the forms before filing
Calls that pertain to the patient or calls WITH the patient
Prescription refills
Patient chart with record of visits
55
An MA is scheduling flu shots for pt's back to back with no time gap in between appointments. This is___
walk in
clustering
double booking
practice based
56
Computer scheduling is advantageous because?
No training
Saves time
Is difficult to learn
It's fun
57
ALL medical staff are responsible for answering the phone promptly.
True
False
58
Established patients are usually scheduled for 10-20 minutes for a sick visit.
False
True
59
When scheduling several return appointments for the same patient, try to schedule all of them:
Talk to the MD first
Never schedule more than one appointment at a time
On the same day of the week at the same time
60
If a patient calls to cancel his/her appointment the Medical Assistant must:
All answers are correct
Immediately offer a new appointment
Express regret
Discourage cancellations sternly
61
The cluster method of scheduling:
Patients with similar problems in the same block of time
Several patients are scheduled in the same time slot
Patients are scheduled every fifteen minutes
Buffer time is not included
62
Which of the following is
NOT
considered when scheduling patient appointments?
Patient's socioeconomic status
Available facilities
Physician preferences
Physician availability
63
Where should completed medical record requests be kept?
in the tickler file
in seperate marked file
with the insurance company
In the patients file
64
How is confidentiality maintained related to the daily schedule
use a number system instead of a name system for schedule
accompany pt at all times when walking through office
do not post the scheduled in areas which pat have access
create only one copy of the daily appt schedule
65
When taking phone messages the medical assistant must make sure that the
Time, date and return phone number are included
Message is destroyed when call is returned due to patient confidentiality
Caller is told to call back
Message is not filed in the patient's chart
66
When rescheduling an appointment, which of the following steps needs to occur?
Set the new appointment time and remove the first appointment day and time
Remove the first appointment day and time
Set the new appointment time
Schedule for the last appointment of the same day
67
Once a patient has been checked in:
give them direction on what to do next
give them an appointment
give them a cup of coffee
give them their chart
68
When a patient has to cancel an appointment, the medical assistant should
try to rescedule the appointment
ask the patient to call back
remind the patient of the importance of appointments
say thank you and hang up
69
The steps in scheduling an established pt include
provide pt with date and time
record the reason for the visit
all of the above
allow the correct amount of time
70
What should be done for legal reasons if a patient fails to keep appointment?
Should be documented in patients chart
Find out why they missed the appt.
Treat patient badly
Nothing should be done
71
What should a medical assistant say when dealing with an angry caller?
"I'm sorry, but I don't want to deal with this today."
"I'm going to hang up on you if you don't lower your voice."
"I already told you the problem! Why aren't you listening?"
"I'm sorry. I will quickly resolve this problem for you."
72
When scheduling, the medical assistant should ask the patient the purpose of the visit
so the doctor can prepare
to determine what supplies are needed for the visit
to make sure that there is enough room on the progress note
to determine how much time is needed for the appointment
73
Financial arrangements should be explained to new patients when they make an appointment.
True
False
74
WHICH IS A DISADVANTAGE OF COMPUTERIZED SCHEDULING?
ELECTRONIC SECURITY BREACHES
AUTOMATED PATIENT REMINDERS
QUICK ACCESS TO INFORMATION
AUDITING OF RECORDS AND CHANGES
75
Cancellations should be noted on the patients' medical record, along with the reason when...
Any time a patient cancels
The patient cancels same day
76
Its 1pm and the provider has an emergency. What should the medical assistant do?
Call the other provider
Close down the building
Tell the patients and reschedule
Do the providers job for them
77
Goal of stream scheduling
Allows physicians time to respond to phone messages
There will be a steady flow of patients
Same amount of time for each appt
Always a patient waiting to be seen
78
WHICH IS NOT AN ADVANTAGE TO MANUAL SCHEDULING?
MINIMAL TRAINING
ALWAYS AVAILABLE
INEXPENSIVE
AVAILABLE TO ONLY ONE PERSON
79
What is the
best
way to help a patient remember to schedule an annual breast exam appointment?
Call the patient to remind her to call you for an appointment
Give the patient a note when she leaves the office to remember
Place the patient's name in a tickler file
Tell the patient when she leaves the office to call in a year to schedule
80
Before scheduling an appointment with a specialist, the medical assistant must
determine the day and time the procedure must be performed
receive an order from the provider for the exact procedure
ask the patient if she would rather schedule the appointment
determine who will be with the patient during the procedure
81
Two patients scheduled at the same time is called….
Triage
Double booking
Modified wave scheduling
Clustering
82
To schedule several return appointments for the same patient, the medical assistant should:
Ask the patient for a copy of his or her work schedule
Try to schedule on same day of the week at same time of day
Never schedule more than one appointment at a time
Avoid scheduling on same day of the week to avoid no shows
83
How does the MA set up the appointment schedule
block out the times when the office is open
block out the times when the MA will not be available
block out the times when patients can be seen
block out the times when the Dr is not available to see pt
84
According to HIPAA guidelines,which of the following is a patients right regarding her medical record?
The right to have her medical record destroyed
The right to add personal documentation to her medical record.
The right to remove her original medical record from the facilty
The right to request that the facility amend her medical record
85
What does NOT have to be done before a patient undergoes surgery?
Preadmission testing.
The physician will perform a physical examination.
The patient must arrange their admission with the hospital.
M.A. must call the insurance co. to obtain preauthorization.
86
What law protects patients' privacy?
HIPAA 1996
NWC
AARP 1958
OBRA 1990
87
Electronic patient appointment management system
Appointment Scheduler
Census List
Medical Notes
Client Clipboard
88
A CMAA is scheduling similar appointments and procedures together. Which scheduling systems is the assistant using?
Double booking
Wave
Modified wave
Cluster
89
MOA should do what 1
st
when computer freezes when scheduling a pt?
Press control, alt, delete
Shut down computer
Unplug computer from outlet
Restart computer
90
AN ESTABLISHED PATIENT ________
HAS NEVER BEEN TO ANY DR
HAS BEEN SEEN BY THE DR WITHIN THE LAST THREE YEARS
HAS NEVER BEEN SEEN
HAS NOT BEEN SEEN IN THE LAST 3 YEARS
91
What time interval is frequently used to set up the appointment schedule in a medical office?
45 minutes
30 minutes
15 minutes
5 minutes
