Patient Scheduling, Reception, and Related Communication

This set of vocabulary flashcards covers essential terms related to medical office patient scheduling, insurance verification, referral processes, and professional business communication as outlined in the Hartman lecture notes.

Practice management system

software that assists in the administrative management of a medical office; may be separate from or integrated with a medical facility’s EHR system.

Timed scheduling

Appointments scheduled at a specific time; the most commonly used system in medical offices that helps keep the office running smoothly and reduces patient wait times.

Open hours

Scheduling method where patients do not need an appointment; most commonly used in urgent care clinics.

Wave or Modified wave

Scheduling method where a set number of patients are scheduled for the same time period and seen in order of arrival.

Double-booking

Two patients booked for the same timeslot; most commonly used in practices with a provider and a mid-level provider.

Cluster

Appointments scheduled based on disease, condition, or illness; used to control possible exposure to contagious illnesses.

Subscriber

In the insurance industry, the person who holds an insurance policy.

Patient portal

An electronic tool used by many healthcare facilities to communicate with patients and give them access to information about their health care.

Triage

The sorting of patients for treatment based on the urgency of their condition.

NS

Abbreviation for "no-show," recorded in the appointment book and the patient’s medical record when a patient misses an appointment.

Locum tenens

A substitute provider who fills in for planned absences in a medical office.

Notice of Privacy Practices

A legal document describing how a medical office keeps patient information private.

Referral

A formal order from a primary care provider for a patient to see a medical specialist or receive medical services.

Precertification

The process of providing justification for a referral to an insurance provider and assuring that the services are covered by the patient’s policy.

Preauthorization

Approval from an insurance provider confirming that a referral or procedure is agreed to be necessary and will be covered by the patient’s insurance policy.

Empathy

Identifying with the feelings of others.

Salutation

The greeting in a professional business letter.

Block letter

A business letter format where all text is in line with the left margin, including the date, address lines, closing phrase, and signature line.

Modified block letter

A business letter format where the addresses, salutation, and body are in line with the left margin, but the date, closing phrase, and signature line may be in the center or on the right margin.

Simplified letter

The least formal business letter format where all elements are in line with the left margin; it includes a subject line in capital letters while omitting the salutation, closing phrase, and sender's signature.