bpa health administration procedures

If a new patient comes into a medical office and informs you she is unsure of the check-in process, what is the best way to respond?

Kindly greet her, clearly explain the new patient process, and ask her if she has questions

The medical term malignant means…

cancerous

A patient calls the office with a question about his medical notes. You want to make sure that you are speaking with the correct patient. What is the best way to confirm his identity?

Ask for his name and date of birth

A patient’s stated reason for visiting the medical office is called a(n)…

chief complaint

What is the best way to answer an incoming phone call?

“Hello, this is Sally at the Medical Office. How can I help you?”

What is the name of the type of appointment that follows the first visit?

Follow-up visit

_____ is the out-of-pocket amount that the patient is responsible for paying the provider at their visit.

Copay

_____ is the digital record of a patient’s health documents.

Electronica medical record

In a medical office, which team member collects the patient’s vital signs and chief complaint prior to the physician seeing the patient?

Nurse

The standard form used to submit claims to insurance companies is called the…

CMS-1500

A patient calls the medical office and states that she thinks she has an infection. The schedule shows availability for two weeks. What is the best way to respond to this situation?

Ask the manager or physician the best way to accommodate the patient with an appointment within the next 24 hours.

Checking a patient’s insurance coverage prior to a visit is called insurance verification.

True

A patient’s protected health information (PHI) refers to…

a patient’s electronic medical notes, a patient’s paper chart, and information about the patient’s condition shared with a nurse

A medical office assistant is responsible for the office inventory. What does this task involve?

Keeping track of office supplies and ordering new supplies when running low

A patient’s insurance plan that first processes and pays a medical bill is called…

primary insurance

The date that a patient was seen in the office is referred to as the…

date of service

It is important to _____ a fax or email address before correspponding with a patient.

confirm the accuracy of

What is the best way to end a letter that you send to a patient?

Sincerely,

A _____ appointment means a patient has responded to you that he is planning to be there on the scheduled date and time.

confirmed

The term cardiology refers to the…

heart

Sending an email to patients is the most secure way to give them a copy of their medical records.

False

In a primary care office, which of the following might a physician order for bloodwork?

CBC

A(n) _____ is required when a patient wants to release medical records to a third party.

phone confirmation

A prescription for a patient is not valid unless it includes…

the patient’s name and date of birth, the date, and the physician’s signature

Someone who works for a(n) _____ office would see patients who are being seen for their stomach intestines.

gastroenterology

Identify the common medical abbreviation that means “diagnosis”

Dx

A physician writes a _____ to order a medication for a patient.

prescription

What is the importance of documenting patient conversations in the EMR?

To record what was said in phone conversations, to allow other staff to see what has been communicated, and to provide the patient with the best service

When physicians speak and record what they are saying to create a patient notes it is called…

dictation

A _____ takes general phone calls for the office and helps with the patient check-in process.

receptionist

If a patient is headed to the “OR”, what are they scheduled for?

Surgery

A patient calls the office and asks for advice with her surgical dressing. As a medical office assistant, what is the most appropriate response?

Let her know that the nurse can answer the question accurately and transfer her to the clinical phone line

A patient is seeing the doctor for the first time. This is referred to as a(n) _____ appointment.

new patient

The term _____ refers to the nature of a patient’s illness that the doctor has determined to be accurate based on signs and symptoms.

diagnosis

Which of the following abbreviations refers to the portion of the patient notes in which the physician describes any previous medical findings and the current assessment.

H&P

When a doctor writes an “Rx” for the patient, it means the doctor has written a(n) _____.

prescription

What is the reason for checking two patient identifiers before discussing patient information over the phone?

To ensure the correct patient information is being shared

When taking a note during a phone call…

Listen carefully and record the conversation in the EMR

A patient becomes angry and starts shouting during a phone conversation. What is the best thing to do?

Let them know the conversation is escalating and that you will be available by phone to have a respectful dialogue when they are ready

It is important to have a basic understanding of medical terminology when working in a medical office because it will…

allow you to communicate effectively with other staff members