MO 260-Seminar Three. Agenda O Review Unit 2 O Week 3 Deliverables O Appointment Scheduling O New...
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Transcript of MO 260-Seminar Three. Agenda O Review Unit 2 O Week 3 Deliverables O Appointment Scheduling O New...
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MO 260-Seminar Three
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AgendaO Review Unit 2O Week 3 DeliverablesO Appointment SchedulingO New PatientsO Established PatientsO Verbal and Written CommunicationO Telephone Techniques
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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-
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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.
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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.
6Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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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.
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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
8Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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Personal phone calls
9Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.
http://www.youtube.com/watch?v=gwOf5crsHJ0
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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.
10Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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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
Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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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.
Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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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.
Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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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.
Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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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.
Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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Remember . . .O When genders of patient and
physician are different, medical assistant should stay in the room for examination.
Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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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.
Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.
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