OMAN Chapter 8

T/F Patient Education often begins when the patient calls for an appointment?

TRUE

T/F If the receptionist is on the telephone when a patient enters, they do not need to look up and acknowledge the patient’s presence?

FALSE - RUDE

A patient who does not keep their appointment and does not call in to reschedule is termed a WHAT?

No-Show

T/F Allow at least 60 minutes at the end of the day to close the office?

FALSE - unless you broke your leg in 10 places and are crawling on the ground using tweezers to pick up every speck of dirt.

T/F Many offices do not require medical staff members to wear a picture ID for security reasons?

FALSE - I guess unless you’re Jeffrey Dahmer and don’t want anyone to know you’re really a cereal killer. The trix are over there.

T/F collating is filing all information and test results for a patient into that patient’s medical record, and then sorting and organizing charts in the order in which the patients will be seen?

TRUE

T/F If the office uses paper charts, the doctor who opens the office must ensure that all charts are pulled and prepared for that day’s patients.

FALSE - why on earth would the DR do anything?!

T/F Violating a patient’s confidentiality can be grounds for a lawsuit?

TRUE - i got nothing, if you don’t know this by now…. sheesh.

List some responsibilities of a medical receptionist:

• closing the office

• documenting patient no-shows

• scheduling return apts

• keeping reception area clean

• helping new patients fill out new paperwork

• preparing bank deposits

everything else.

Who is most likely to be in charge of balancing the cash box before closing the office at the end of the day?

Receptionist - i.e. you… always you.

T/F Only clear nail polish should be used?

TRUE - even if bob is wearing orange, you’re not allowed. You’re never allowed.

T/F Emergency patients or those with a contagious disease should enter the office through a private office entrance (if there is one) and be escorted directly into an examination room?

TRUE - let sick jill cough all over everyone else in the waiting room. everyone needs the plague. Survival of the fittest.

T/F The final task prior to opening the office is to check the answering service and/or voice mail?

TRUE. or not. no one will know.

List some things that are TRUE regarding copayments?

• patients must pay at the time of service

• payments can be made with cash, a credit card, or a check.

  • co-payments cannot be billed.

What are some accessories that may be considered unprofesional?

Facial Jewelry i.e. nose ring/eye brow piercing. jerks.

T/F Medical Suppliers and Pharmaceutical Representatives must always take precedence over patients at the office.

FALSE - sad, they give the good stuff free.

T/F An important but sometimes overlooked role of the medical assistant is taking care of the reception area?

TRUE - cause why not? We’re supposed to take care of EVERYTHING ELSE.

T/F If the patient has been to the medical office before, you don’t need to escort them to the examination room for their appointment?

FALSE - those idiots will still get lost.

T/F Strong perfume is allowed at work even if it could trigger some patients’ allergies?

F

an ID with a magnetic strip serves what purpose

Clocking you in and out and allowing entrance to secure locations - also tracking your every move. no seriously. they’ll know what door you enter and leave, the time and day you do it too.

A receptionists shoes must be?

on.. preferrably on? oh you want a real answer? fine…. close toed, clean and skid resistant. we don’t want you doing the splits… or do we?

Basic Hygiene includes

Taking a shower you dirty fool. LOL - using mild deodorant good oral care and clean clothing. (I don’t know why there really wasn’t anything about taking a shower on this……. and not having any offensive odors)

Where would a receoptionist place a printed appointment list?

On top of collated medical records on the physicians desk. or on the doctors head, though I don’t think it’d stay there long.

List the tasks done when opening the medical office:

unlock the doors, turn on lights and take the voice mails / answering service calls. Then do the other 100000 tasks that we have to do before the patients come in. Seriously do we get breaks?

T/F The records of patients scheduled for Tuesday should be pulled and collated on Monday?

TRUE - ooo be prepared a day early why don’t you. How Responsible.

If a patient pays by credit or debit card, the receptionist should?

steal their credit card number and go on a shopping spree….. no? okayyyyyyy - Verify that the name on the card is correct, ask the patient if he/she prefers debit or credit, ask the patient to sign the electronic signature pad or paper slip.

T/F In offices that treat older adults, its best to provide sturdy chairs and couches with seats approximately 24 inches above the floor.

FALSE - 20 inches… what? 24 inches is 2 feet… so you want couches and chairs less than 2 feet above the ground and you expect OLD PEOPLE to get up off that low of a chair without needing assistance? man those poor old people.

An assignment of benefit does what?

Authorizes the insurance company to send payments directly to the physician.

T/F It is good practice for a receptionist to check on patients who are waiting in the reception area periodically?

TRUE - cause why not? they’re running around like headless chicken, might as well douse them in gasoline and light them on fire too.

Records of Service for billing and for insurance processing include:

too much typing…. no not really…

• encounter form

• super bill

  • charge form

When a patient asks a question that is beyond your scope of practice and training, what is an appropriate reply?

IDK? IDGAF go ask someone else? LOL JK

Explain that you are unsure but you’d be happy to find out for them. (then proceed to vomit rainbows and butterflies)

Skills / Qualities a receptionist must have?

1000 arms, 10 bodies able to do 100 things at once, oh you wanted the real answer? FINE.

• Have Numeric Skill (what does that even mean?)

• pay close attention to detail

  • be good spellers (but good grammer not needed)

What information is found on an encounter form?

What isn’t found on an encounter form?

• Treatment Given

• Diagnosis

  • Charge

A Health Insurance Portability and Accountability Act (WHY DIDN’T WE JUST ABBREVIATE IT AS HIPAA AND MOVE ON, WHY MUST IT HAVE BOTH??? HIPPO) compliant paper based sign-in sheet should contain?

• patients name

• time of arrival

  • physicians name

n/c on the charge slip means?

no charge

In general, how long of a wait is accepted by most patients?

20 minutes (says who? Most people get mad after waiting 2 minutes in the mcdonalds drive thru)

T/F It’s okay to allow patients to view their charts in privacy

FALSE - unless you want to get some lols

If a patient becomes angry or starts speaking in a loud voice, the medical assistant should?

Attempt to calm the patient (or use anesthesia, that works too)

Who’s responsible for queuing up or pulling records for patients who will be seen the next day?

The Medical Assistant. Duh

T/F At least one portion of the reception desk should be no more than 36 inches high so that it is accessible to those in wheelchairs

TRUE - why? can’t we be ablist?

Activating or displaying a computerized list of electric charts is called?

queuing up

After escorting a patient to an examining room, the medical assistant should:

determine if the patient needs assistance getting undressed, explain whether a gown should be left open in the front or the back, tell the patient which articles of clothing he or she should remove. (we aren’t verifying anything or taking vitals? Just jumping into telling them to undress? Okay…. what are you in here for thomas? your nose hurts? take off your clothes and bend over.)