Chapter 39 - Patient Reception

What are the five duties of the first person in the office?

1. Disarm the alarm system 2. Turn on the lights 3. Unlock the door for patient entry 4. Unlock file cabinets, medical records files, and medicine cabinets 5. Turn on all office equipment that will be used.

What tasks does the MA need to perform regarding messages and faxes?

1. Switch voicemail from night/weekend to day message 2. Notify answering service if used 3. Check for overnight faxes 4. Route messages to appropriate personnel 5. Ensure fax machine has enough paper 6. Retrieve messages from prescription request mailbox.

What preparations does the MA need to make for the day's activities?

1. Review the day's tasks 2. Note any deviations from normal routine 3. Prepare manual day sheet if needed 4. Review electronic task system or tickler file.

What is a Tickler file?

A Tickler file consists of 12 folders (one for each month) and 31 additional folders (one for each day), containing notes, bills, and items that need to be handled on specific days.

How are patient charts prepared?

Patient charts are usually pulled the evening before appointments, arranged with an appointment schedule for each physician, and a charge slip is printed for each patient.

When is the charge slip printed?

The charge slip may be printed when charts are pulled or when the patient arrives.

What should the MA check for in the waiting room?

1. Cleanliness 2. Neatness 3. Correct temperature 4. Functioning television, radio, or DVD player 5. Cleanliness of children's play area toys 6. Tidiness and restocking of patient information brochure holders.

What visual checks should the MA perform on equipment and supplies?

1. Check for safety 2. Fill paper trays of copier and printer 3. Restock examination rooms 4. Turn on laboratory equipment and run controls 5. Unload autoclave if used the night before.

What are the closing duties of the medical office?

1. Reverse opening duties 2. Turn off all equipment except fax machine and telephones 3. Change telephone system to night message 4. Lock patient entry door and file cabinets 5. Ensure kitchen equipment is off 6. Turn off lights 7. Set alarm system.

What should the MA do when a patient checks in?

Acknowledge each person entering the office promptly and ensure the sign-in sheet has adhesive peel-off strips for confidentiality.

How can the MA maintain patient confidentiality?

1. Use sliding glass windows to prevent eavesdropping 2. Avoid conversations with patients when others are present 3. Only one patient at the reception desk at a time 4. Take sensitive discussions to a private area.

What forms do new patients complete or sign?

1. Personal and insurance information 2. Consent for treatment/release of information form 3. Forms authorizing assignment of benefits.

What is the New Patient Acknowledgement of Receipt of HIPAA Privacy Practices?

New patients receive a copy of the notice of office privacy practices and sign a form acknowledging receipt.

What form does a new patient fill out?

The Patient History Form, which may be mailed or given before the first visit.

How does the MA verify insurance and obtain authorizations from a new patient?

Photocopy both sides of the insurance card; some insurance companies require authorization for each visit.

What is Medicaid, and how is it verified?

Medicaid is a federal program for low-income patients. Verification can be done via electronic card reader, fax, or telephone.

What should the MA know about insurance verification and authorizations?

Some insurance companies require authorization for each visit; others may require calls to verify coverage before the patient is seen.

How is a Managed Care Referral verified?

A paper or electronic referral form may be required, stating the allowed visits and the reason for referral.

What defines an established patient?

An established patient is one who has been seeing the physician in the same office for three continuous years.

What must the MA do for established patients during visits?

Verify and update billing information each time the patient visits.

What is a copayment?

A fixed amount of money that the patient pays for medical treatment, usually indicated on the insurance card.

When are copayments collected?

Copayments may be collected before the visit, and a receipt is provided.

What does the MA do after checking in a patient?

Place the medical record in the designated space, seat the patient in an examination room, and attach the charge slip to the medical record.

What information can an MA provide to new or prospective patients?

Details about physicians, specialties, languages spoken, office locations, insurance accepted, appointment policies, and online patient portal usage.

Why might physicians not accept new patients?

They may already have a full patient load, be on a reduced schedule, or be planning to retire.

Do physicians see new patients every day?

Most physicians see new patients only on specific days and times.

What reminder should be given to new patients for their initial appointment?

Remind them to bring a complete list of medications and any concerns.

What factors should be considered to facilitate patient understanding?

Consider cultural background, developmental stage, communication barriers, and adjust explanations accordingly.

Where can patients access further informational materials?

On the office website, in information booklets or brochures, which should be kept up to date.