Chapter 22: Scheduling

What is wave scheduling?

Several patients scheduled at the same time and seen in order of arrival/need.

What is modified wave scheduling?

Patients scheduled in waves with built-in catch-up time.

What is double booking?

Scheduling two patients in one time slot; used only by policy/provider approval.

What is clustering?

Scheduling similar appointments or procedures together.

What is stream scheduling?

Fixed appointment times throughout the day.

What information is needed when scheduling a new patient?

Name, date of birth, contact information, reason for visit, insurance, and referral/authorization if needed.

What should the MA do when a patient reports emergent symptoms while scheduling?

Follow triage/emergency protocol; advise 911 and notify the provider as appropriate.

What is the correct order for scheduling a referral?

Verify order → insurance/referral requirements → choose specialist/facility → schedule → give patient instructions → document.

What is a no-show?

Patient misses an appointment without canceling.

What should be done for repeated no-shows?

Follow office policy and document communication.

What is precertification/prior authorization?

Approval from insurance before certain services or procedures.