MA-201 Book Notes Ch. 8 Patient Reception

Duties of a Receptionist

• The number of patients and the type of medical practice (solo or corporate) influence the receptionist duties of a medical assistant.

Primary Receptionist Duties

• Opening the office

• Greeting patients upon arrival

• Assisting new patients with form completion

• Collecting copayments

• Maintaining a clean and safe reception area

• Managing disturbances or medical emergencies in the reception area

Additional Tasks

• Handling incoming telephone calls

• Scheduling return appointments

• Making reminder calls for upcoming appointments

Box 8-1 Duties of a Medical Receptionist

• Open the office and prepare for the day's appointments.

• Review and manage medical records, including:

  • Uploading and scanning documents to electronic health records.

• Check in patients, greet them, and update their demographics.

• Assist new patients with paperwork, either:

  • On paper forms or electronic tablets.

• Collect copayments and balances due from patients.

• Maintain a clean and safe reception area and ensure office equipment is in good working order.

• Manage disturbances and handle emergencies in the reception area.

• Handle incoming calls and schedule appointments.

• Escort patients to exam rooms and respect their time.

• Document patient no-shows and prepare bank deposits.

• Close the office at the end of the day.

Personal Characteristics of a Receptionist

• Receptionists are often the first point of contact for patients; their demeanor influences a patient's decision to stay with a physician.

• A positive first impression is crucial, including:

  • Making eye contact

  • Speaking clearly

  • Smiling

  • Showing basic courtesy.

• Receptionists should make each person feel they have their full attention.

• The role requires managing multiple tasks simultaneously, necessitating a smooth and irritation-free ability to switch between tasks.

• Attention to detail and accuracy are essential, as lapses can affect:

  • Patient care

  • The office's financial health.

Physical Appearance of Receptionist

• Grooming and Hygiene: Maintain careful grooming, good hygiene, and appropriate dress.

• Uniforms: Clinical staff usually wear uniforms (scrubs) with lab coats; unisex and cost-effective choices, colors/patterns determined by office managers.

• Shoes: Must be closed-toe for safety, clean, and skid-resistant; some offices prohibit shoes without a back.

• Administrative Staff Attire: May include uniforms like clinical staff (without lab coats) or business-casual attire.

• Daily Hygiene: Includes bathing, non-scented deodorant, good oral care, clean, wrinkle-free clothing.

• Professional Appearance: Hairstyles, jewelry, and makeup should be professional and minimal (one ring, a watch with a second hand, an ID badge).

• Body Modifications: Policies may mandate covering visible piercings/tattoos; hair tied back, nails tastefully manicured.

• Perfumes: Avoided due to patient allergies.

• ID Badges: Name tags or ID badges should be worn visibly at all times, with some offices requiring a photo ID for safety.

Communication Skills

• Medical receptionists need excellent communication skills due to frequent interactions with patients.

• Effective communication entails:

  • Listening

  • Understanding patient needs

  • Responding helpfully and non-defensively.

Maintaining the Reception Area

• The reception area's appearance creates a first impression on patients.

• Term "reception area" preferred over "waiting room" as more positive.

• Medical assistants play a crucial role in maintaining the reception area.

• It must be kept clean and hazard-free to prevent injuries.

  • A dirty reception area can lead to concerns about the cleanliness of the entire office.

Neatness

• The reception area should be:

  • Clean, organized, uncluttered to avoid negative impressions.

  • Regularly cleaned to ensure pleasant odors and visual appeal.

• Receptionists are responsible for monitoring cleanliness and tidiness.

• If the area becomes messy during the day, they should take time to tidy it up.

• Check the area after breaks/lunch and schedule designated maintenance times.

• Magazines, brochures, documents, and toys should be neatly arranged; disposed of papers as needed.

• Spills must be cleaned immediately.

Cleaning

• Routine cleaning essential; can be done by professionals or designated staff.

• The Covid-19 pandemic raised disinfection practices' importance in medical facilities.

• Practices aim to maintain infection control and reduce the spread of germs.

Box 8-2 The CDC’s Recommendation: When to Clean and When to Disinfect

• Cleaning with soap/detergent reduces germs by removing contaminants and weakening virus particles, decreasing infection risk.

• Routine cleaning (once a day) is usually sufficient without confirmed COVID-19 cases.

• Disinfecting with EPA-approved products kills remaining germs, further reducing risks.

• Increased cleaning/disinfecting needed in shared spaces under certain conditions like:

  • High COVID-19 transmission

  • Low mask usage

  • Infrequent hand hygiene

  • Presence of high-risk populations.

• Clean/disinfect if a sick person has been in the area within the last 24 hours.

Routine Daily Office Cleaning Should Include

• Emptying trash containers daily.

• Polishing glass surfaces to remove fingerprints.

• Avoiding commercial air fresheners.

• Shampooing carpets quarterly; high-traffic areas more frequently and upholster furniture annually.

• Washing windows inside/out twice a year.

• Maintain communication with cleaning services; keep a notebook at the reception desk for requests/issues.

Furniture Placement

• Receptionists ensure the reception room is clean, organized, and furniture is well arranged.

• Furniture should be positioned in conversational groups, not around the perimeter.

• Create an unobstructed path from the entrance to the receptionist’s desk.

• Designated Pause Area: Patients should be aware of where to pause before approaching the desk; use signs to indicate.

• Ensure wheelchair access with approximately 36-44 inches clear width.

• Seating arrangement during Covid-19 should ensure six feet apart.

• Furnishings should suit patient demographics:

  • Older adults need sturdy seating approximately 20 inches high.

  • Pediatric offices should provide child-sized furniture.

Children’s Area

• Many offices designate a space for playing (toys, books, child-sized furniture) to keep children occupied.

• Parents supervise children in play areas.

• Some offices may have removed these areas due to social distancing measures.

• If present, the area should be tidy, and toys disinfected daily.

Television in Reception Area

• Many offices have televisions for patient use, usually displaying educational health information.

• Content must strictly be appropriate for patients; volume should remain low.

Lost and Found

• Receptionists manage items left behind and often maintain a lost-and-found box.

• If the owner is known, make efforts to contact them; policies dictate how long unclaimed items are kept.

Daily Workflow of the Office

• A receptionist's day is divided into three sections:

  • Opening the office

  • Working with patients

  • Closing the office.

Professionalism in the Office

• Patients are customers of the medical practice; a customer-service attitude is crucial:

  • Treat everyone with courtesy and respect.

  • Set personal issues aside to maintain professionalism.

  • Everyone should feel welcomed and valued; maintain a cheerful demeanor.

Opening the Office Procedures

• Receptionists arrive 30-45 minutes before the office opens to prepare.

• Begin by:

  • Disarming the security alarm.

  • Turning on lights and cleaning the reception area.

  • Reviewing the communication notebook for messages.

  • Completing disinfection/infection control practices.

  • Ensuring play area tidiness.

  • Organizing magazines/books.

  • Turning on electronic devices and ensure charging.

  • Printing charge slips and prepping cash box.

  • Preparing charts for the day's patients, including printing a master appointment list.

  • Checking voicemail for messages and distribute appropriately.

• Following a checklist for opening and closing procedures ensures all tasks are completed.

Procedure 8-1: Opening the Office

• Arrive 30-45 minutes before patients.

• Perform a series of checks:

  • Ensure logical flow and operational equipment (lights, communication tools).

  • Inspect for hazards and cleanliness.

  • Verify cash box and address urgent messages effectively.

  • Print appointment schedules and ensure medical records are organized.

Checking in Patients

• Greeting and Check-In Process:

  • Greet patients respectfully, updating information and preparing forms.

  • Confidentiality maintained as per HIPAA; avoid discussing care in public.

• Patient Greeting Adjustments:

  • During certain health measures, allow check-ins from cars or via text.

  • Maintain privacy and distance; use designated entrances for emergencies.

• Sign-In Procedures:

  • Follow HIPAA guidelines; ensure sign-in sheets maintain patient confidentiality.

• Preventing Identity Theft:

  • Verify identities, check documentation, and possibly photograph patients for records.

Registering New Patients

• New patients must complete registration forms, including:

  • Demographics, insurance, HIPAA documents.

  • Forms may be emailed or filled in-person.

• Confirm and update information at each visit, including current address and insurance details.

• Explain billing/payment policies and manage required co-payments.

  • Receptionists confirm insurance coverage; note and handle consistent no-shows.

Closing the Office Procedures

• Closing ensures security and prepares for the next day:

  • Print lists of no-shows, audit the cash box, and prepare deposits.

  • Clean and disinfect examination rooms for future use.

  • Log all records and tasks into office systems;

  • Lock sensitive files, equipment, and property before leaving.

Procedure 8-4: Closing the Office

• Allow sufficient time (15-30 minutes) for closing processes.

• Ensure all data is processed accurately in health records; secure cash and ensure appropriate cleaning and tidiness for the next schedule.