MO 260-Seminar Three. Agenda O Review Unit 2 O Week 3 Deliverables O Appointment Scheduling O New Patients O Established Patients O Verbal and Written

MO 260-Seminar Three

AgendaO Review Unit 2O Week 3 DeliverablesO Appointment SchedulingO New PatientsO Established PatientsO Verbal and Written CommunicationO Telephone Techniques

New Patient vs. Established Patients

O What is the major difference?O What do we do different?O What do we collect from a new

patient? O #1-O #2-O #3-

Importance of Proper Telephone

TechniquesO When you use the telephone,

verbal and nonverbal communication skills are essential.

5Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Importance of Telephone Techniques

(cont.)O Remember that the telephone may be the first contact of the patient with the office and it sets the patient’s concept of the office.


How will you answer the phone?

O It is 9am on Monday morning and you are answering the telephone in Dr. Smith’s office. The telephone rings….brring…brring…

O What do you say, exactly, when you pick up the receiver? Type your answer.

Slide 7

O Telephone etiquette includes: O Answering phone calls as soon as

possibleO Except in emergencies, placing a patient

on hold on one telephone line to answer a call on another line

O Asking permission before placing a person on hold

O Not using the telephone for personal calls

O Using correct English


Personal phone calls


http://www.youtube.com/watch?v=gwOf5crsHJ0

O Principles of proper telephone technique: O Ethics and confidentiality must be

maintained during telephone conversations.

O Always be sure that the person on the phone is the correct person before releasing any medical information.


O Principles of proper telephone technique (cont.):O Check release of information prior to

any telephone calls concerning patient’s medical conditions.

O Repeat important information for confirmation of the received message.

O Always follow office policy for forwarding telephone calls to others in the office.

Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.

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Scheduling Inpatient or Outpatient

Admissions and ProceduresO Usually scheduled after completion of

examinationO Usually have physician’s orders in

either progress notes or encounter form

O Usually scheduled while in the office


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Inpatient Admissions

O Need preauthorization from insurance.O Call admissions—make necessary

arrangements as required.O Call in orders—as appropriate.O Document in the medical record.


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Inpatient Procedures

O Obtain preauthorization.O If for surgery, provide information

required by hospital.O Obtain the time for procedure; be sure

it is convenient for physician and patient.

O Instruct patient about presurgical activities.

O Document all information in medical record.


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Outpatient Admissions/

Diagnostic Tests O Obtain preauthorization.O Schedule the admission/test at time

convenient to patient.O Provide needed instruction.O Document all information.


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Referrals/Consultations to Other Sources

O Obtain preauthorization as needed.O Schedule appointments at time

indicated by physician. Be sure time is convenient for patient.

O Provide patient instruction as appropriate.

O Document all information.


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Remember . . .O When genders of patient and

physician are different, medical assistant should stay in the room for examination.


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Errors in Documentation

O Place line through error.O Make correction.O Date the error.O Insert initials of person making

correction.


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Obtaining Accurate Patient History

O Clear verbal and nonverbal communication is essential for documenting chief complaint.

O Confidentiality must be maintained when obtaining the patient history.


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Documents

MO 260-Seminar Three. Agenda O Review Unit 2 O Week 3 Deliverables O Appointment Scheduling O New Patients O Established Patients O Verbal and Written