· can be used to keep a record of incoming telephone calls so that no message is overlooked
Definition
Term
·The reason for triage is to
Definition
select the order of patients to receive urgent medical treatment
Term
·The primary goal of “screening” telephone calls is
Definition
to select which calls should be forwarded to which staff members through an understanding of the purpose of the call
Term
· involves giving the same attention to a person on the phone as would be given to a person face to face
Definition
Term
·The mouthpiece of the telephone handset should be
Definition
held 1 inch from the lips
Term
·The medical assistant should be extremely careful when using a speakerphone because
Definition
confidentiality can be violated
Term
·When you talk to a patient avoid
Definition
using medical terminology and don’t give medical advice.
Term
·When taking a telephone message write down
Definition
the caller’s name, phone number, time and date, the name of the person to whom the call is directed, and the reason for the call
Term
·The medical assistant may help an angry caller to calm down by
Definition
speaking in a lower tone of voice
Term
When a patient calls with a complaint speak in a lower tone of voice to
Definition
find the source of the problem and present options of solutions to the patient
Term
·To end a call let the caller
Definition
Term
·Appointments for new patients usually
Definition
take longer than for established patients.
Term
·When changing a patient’s appointment time be sure you
Definition
erase the patient’s name from the original slot.
Term
When establish a matrix in the appointment book you need to
Definition
block off the days and hours the physician is not available
Term
·The way to organize appointment scheduling is to
Definition
consider the preferences of the physician, the needs of the patients and facilities availability
Term
The principal advantage of using the wave method when designing the scheduling process is that
Definition
it allows flexibility to accommodate the unpredictable situations
Term
·A tickler file is an effective organizational tool to
Definition
help the medical assistant mail appointment reminders
Term
·An effective way to deal with patients who are always late for appointments is to
Definition
give them the last appointment of the day
Term
·A person who fails to keep an appointment without giving advance notice is called a
Definition
Term
·When a patient does not show up for a scheduled appointment it is necessary to include a note in the patient’s chart to avoid
Definition
future legal consequences regarding the patient’s care
Term
·A physician may discontinue care if
Definition
the patient habitually fails to show up for appointments.
Term
The appointment setting method by which a patient logs on to the Internet and views a facility’s schedule to set his or her own appointment is called
Definition
Term
·The information in the appointment book must be legible because
Definition
provides a clear indication as to what patient is coming at what time, allows all persons using the appointment book to clearly read it and can also be used as evidence in court
Term
·When schedule new patients make the patient aware that the payment is expected at the time of service and
Definition
financial arrangements should be explained when the appointment is made
Term
The first prerequisite for scheduling an outpatient admission or procedure is an
Definition
oral or written order for the procedure from the physician
Term
·When a requested appointment time is not available, the medical assistant should
Definition
explain why the time is not available and offer a substitute date and time
Term
·When patients need a series of appointments, it is best to make the appointments
Definition
for the same day of the week at the same time
Term
Advance preparation for patient arrival helps the day to progress smoothly and
Definition
Term
·The appearance of the reception room influences
Definition
the patient's perception of the entire office.
Term
The office should be clean
Definition
Term
Patients often base their perceptions of an entire medical facility on
Definition
what they see when entering the facility for the first time
Term
Every patient has the right to expect courteous treatment in a
Definition
Term
·The most important reason for ensuring that there are sufficient quantities of all supplies each day in the medical office is to
Definition
avoid interruption of patient flow
Term
·Before the patients arrive for the day,
Definition
check the charts to be sure there’re enough progress notes forms, and all the test results are filed
Term
·A flagged chart means that
Definition
specific actions need to be taken
Term
One of the medical assistant’s responsibilities is to .
Definition
understand basic equipment maintenance, study the manuals that accompany the machines and learn how to use all equipment properly
Term
·Writing letters: a flush means
Definition
setting even with the edge of a typed page or column, or having no indentation
Term
·Modified-blockletter style combines
Definition
efficiency with an attractive page layout
Term
The medical facility can save mailing costs by
Definition
presorting, use the correct ZIP codes and the correct postage
Term
·The correct way to write the first line of an inside address in a letter addressed to Dr. John Doe (MD) is
Definition
Term
·Simplified letter style would be most appropriate to use when
Definition
writing a fast business letter
Term
·General and medical dictionaries and spelling guides are essential tools for