Which of the following lists the procedures and diagnoses, with the respective codes, that are appropriate or most frequently performed in the office?

Encounter form

the administrative medical assistant working at the front desk is often the first person a patient encounters in the office. This is a very significant role. What should you do to ensure the patient's initial experience is positive?

Do not question or discuss personal matters with patients in the reception room.

One way to communicate both the legal and ethical rights patients have while under the care of a practitioner or facility is to:

Post a patients bill of rights

What must patients provide before their information can be used in research, unless personal identifiers are removed?

Written informed consent

The electronic practice management (PM) appointment system offers the capability of locating the next available time or a specific date and time using a(n)

"Find" or "Force" feature

Which of the following refers to blocking off time slots in a paper schedule with an X or having specified time periods automatically blocked out in the computer's schedule screen?

matrix

chief complaint

the reason for the visit

You are scheduling a new patient appointment. Which of the following should you obtain so that a chart may be prepared ahead of the initial appointment?

Complete demographic and insurance information

Habitually late patients present yet another challenge to maintaining a reasonable schedule. What is the best response to late patients?

Follow the established office policy, advise the patient of the policy, and document the incident

Which method of appointment scheduling streamlines evaluations of patients with similar complaints?

clustering

When used well, which type of appointment scheduling method may keep a steady flow of patients with the most effective use of time slots?

streaming

Which type of appointment scheduling method would be most effective for seasonal types of issues, such as in flu season or periods where large special events are taking place in the area?

wave

The reason for the patient's visit is called the:

chief complaint

Which type of insurance plans offer access to any licensed doctor or hospital and are generally more expensive?

indemnity plans

With which type of insurance plan does the patient receive more comprehensive benefits by using network providers that participate in the plan, and does not require the patient to select a primary care physician?

PPO

In some states, the law requires the insurance company to warn patients if using a nonparticipating provider will cause them to incur significant medical expenses. You can help patients avoid excess charges by doing which of the following?

Verify that a provider is contracted with the patient's insurance plan

Which of the following patient visits should take no more than 15 minutes on the schedule?

blood pressure check

When using a sign-in sheet at the reception desk, the office should:

request only the patient's first name

If a patient objects to having his or her photo identification copied or scanned, what would be the most appropriate and truthful response?

"A copy or scan of your photo ID will prevent identity theft"

Time slots that are blocked off in the scheduled may be referred to as ______, which can be used to return patient phone calls

Flex time

When a patient requires multiple procedures or must arrange to see more than one provider in the office or medical center, coordinate all the appointments _________ when possible

"on the same day"

When the patient phones the office with a request to see the provider, you should determine the caller's identity, including the correct spelling of his or her name and whether the patient:

is a new or existing patient of the practice

The statement "Patients should be advised of what means of communications will be used to contact them regarding medical information, how insurance billing will be handled, any safety procedures they are expected to observe while in the office, and what they can expect from the practice's employees in general" is an example of components contained in the:

patient's bill of rights

Which of the following conveys a businesslike demeanor?

Do not be apologetic or imply that the policies might be inconvenient or unimportant

single-booking

A method of scheduling in which only one patient is assigned to one block of time in a visit schedule.

Unstructured

without specific arrangement

streaming

appointments are scheduled for a particular amount of time based on patient need

Wave

Patients are scheduled during the first 30 minutes of each hour, leaving the last 30 minutes for same-day appointments

obliterated

to blot out; leave no trace; destroy

Encounter forms

A record of information obtained during a health care visit, usually a preprinted document, that designates what services and/or procedures are performed and at what level of acuity those services should be billed.

modified wave

Scheduled the same as wave but with the exception of scheduling patients in the last 30 min at 10-20 min intervals

Matrix

A format for establishing a time schedule for appointments

flex time

time slots that are blocked off in a provider's schedule

clustering

scheduling patients for specific types of visits or procedures at specific times

double-booking

the same appointment time is given to two or more patient's

charge slip

another term for encounter form

audit trail

a record of transaction that identifies by which person or person at what time and day an electronic record was accessed in order to maintain accountability for the security of the information as it is accessed