SCHEDULING APPOINTMENTS AND PATIENT PROCESSING

Vocabulary

demographic

Statistical data of a population. In healthcare, this

includes the patient's name, address, date of birth, employment,

and other details.

disruption

An unexpected event that throws a plan into

disorder; an interruption that prevents a system or process from

continuing as usual or as expected.

established patient

A patient who has been treated by the

healthcare provider within the past 3 years.

expediency (ik SPEE dee uhn see)

A means of achieving a

particular end, as in a situation requiring urgency or caution.

follow-up (recheck) appointment

An appointment type

used when a patient needs to see the provider after a

and the

condition should have been resolved or to monitor an ongoing

condition, such as hypertension. Also known as a recheck

patient

appointment.

integral (IN ti gruhl)

Essential; being an indispensable part of a

whole.

matrix (MEY triks)

The environment in which something is

created or takes shape. A base on which to build.

no-show

Failure of a patient to keep an appointment without advance notice.

Notice of Privacy Practices (NPP)

A written document describing

the healthcare facility's privacy practices. The patient must be

provided with the NPP and sign an acknowledgment of receipt.

parameters (puh RAM it ers)

Rules that control how something

should be done; guidelines or boundaries

patient portal

A secure online website that gives patients 24-hour

screen

access to personal health information using a username and password

practice management software

A type of software that allows the

user to enter demographic information, schedule appointments,

maintain lists of insurance payers, perform billing tasks, and

generate reports.

preauthorization

A process required by some insurance carriers

in which the provider obtains permission to perform certain

procedures or services or refers a patient to a specialist.

precertification

The process of determining if a procedure

or service is covered by the insurance plan and what the

reimbursement is for that procedure or service.

proficiency (pruh FISH uhn see)

Skilled as a result of training or practice.

progress notes

Documentation in the medical record to track the

patient's condition and progress.

screening

A system for examining and separating into different

groups; in the healthcare facility, it means determining the

severity of illness that patients experience and prioritizing

appointments based on that severity.

triage (tree AHZH)

To sort out and classify the injured: used in

the military and emergency settings to determine the priority of

patients to be treated.

verification of eligibility

The process of confirming health

insurance coverage for the patient.

ABBREVIATIONS

.ECG

electrocardiogram

NPP

notice of privacy practices.

MRI

magnetic resonance imaging

CT

computed tomography

EMT

emergency medical technicians

EHR

electronic health record

HIPAA

Health Insurance Portability and Accountability Act

CDC

Centers for Disease Control and Prevention

Fact from chapter

In paper based appointments book, the matrix usually established for 6 months at a time .In a computerized system, the matrix can be set up indefinitely

1.Although the appointment book can be used as a legal record,

actual medical records are more likely to be used in matters of litigation.

2. Because progress notes are dated, a copy of the medical

record shows all pertinent information about the patient's adherence to the provider's orders, including the appointments with the

provider.

1.Computerized scheduling systems can also be used to track

patient appointments.

2.Most computerized scheduling systems will

allow the user to indicate if the patient has checked in, cancelled or

missed the scheduled appointment.

When a patient misses or cancels

An appointment, it should be documented in the electronic page

record for legal purposes.

1.MAs should make it a policy to leave open time slots during each day’s schedule.

2. useful to book appointments for patients with special problems not an immediate emergency .

3. Mondays and fridays are generally most hetic days of the week .

4. .Keeping an open time slot morning and afternoon specifically for emergencies also is a wise practice.

Before ending the call with the patient regarding the appointment, repeat appointment time and thankyou for calling.

MA need to remember to send a thank-you note to anyone who refers the patient to the facility.