Chapter 39: Patient Reception Quiz

Questions and Answers

List five activities that the MA must perform to open the office.

Disarming the alarm system; turning on the lights; unlocking the door through which patients enter; unlocking file cabinets, medical record files, and medicine cabinets; turning on machines that will be used all day (e.g., computer, printer, copier).

How does the MA prepare the telephone system for patient calls at the beginning of the day?

The MA must switch the telephone from the night message to the day message or electronic routing system. If the office uses an answering service, the MA must also call the service to tell them that the office is open. The MA then listens to any messages and records the information.

How should the MA prepare for the day's activities in the medical office?

By reviewing the appointment schedule and the entries in any task organizer system (electronic or tickler file).

If an office uses paper medical records, how are they prepared before patients arrive?

If the office uses paper medical records, they are pulled from the files using the day's schedule. The charts for each physician are arranged in order by patient appointment time. Signup and view all the answers

What should the MA do to be sure the waiting room is ready for patients?

The waiting room should be checked to be sure it is neat and tidy. Magazines should be stacked neatly, and brochure holders may need to be refilled. Signup and view all the answers

How does the MA check equipment and prepare supplies at the beginning of the day?

A visual safety check of all areas should be performed to be sure that there are no hazards in the walkways. It is helpful to add paper to the printers, copiers, and fax machine. Signup and view all the answers

List seven tasks that the MA should perform when closing the medical office.

Be sure that backup copies of computer files have been completed; prepare the bank deposit and balance the cash drawer; turn off equipment (except for the fax machine); check the fax machine for faxes that have come in during the day; change the telephone to the night message and call the answering service; lock the door through which patients enter; lock file cabinets. Signup and view all the answers

How does the medical office identify which patients have arrived for appointments?

Patients usually check in at the reception desk. If there are long periods when no one is available for check-in, a sign-in sheet may be used. Signup and view all the answers

What is the function of a sliding glass window between the reception desk and the patient waiting area?

Prevents patients in the waiting room from hearing conversations between medical staff at the reception desk. Signup and view all the answers

Identify at least three statements or forms that a new patient must sign before being examined by the physician.

A consent for treatment; a consent to release information to the insurance company; a consent to allow the insurance company to pay the physician directly. Signup and view all the answers

What is required by the HIPAA legislation related to notifying patients about privacy practices?

Patients must be given an opportunity to read the office's Notice of Privacy Practices and sign a form indicating that they were given this opportunity. Signup and view all the answers

How does the MA verify a patient's identity and insurance information?

By asking to see two forms of identification and the insurance card of the individual whose insurance will cover the office visit. Signup and view all the answers

When does a patient need a written or electronic referral form?

A patient with managed care insurance usually requires a referral form to see any physician other than his or her primary care provider. Signup and view all the answers

What information is included in a written or electronic referral form?

The name of the patient's primary care provider, the reason for the referral, the number of visits authorized, the patient's medical problem, and sometimes a brief history. Signup and view all the answers

What information must be obtained from an established patient who is checking in?

The patient should be asked if his or her address and billing information have changed. Signup and view all the answers

What is a copayment, and when is a copayment usually collected?

A copayment is a fixed amount of money that the patient must pay each time he or she receives medical treatment. It is usually collected at the time of the office visit. Signup and view all the answers

What are at least eight pieces of information about a medical practice that might be found on a website or in an informational brochure?

Name and credentials of each physician; medical specialty of each physician; foreign languages spoken by staff members; directions to the office; types of insurance accepted; statement about appointment cancellation; call-in times; information about medication refills. Signup and view all the answers

What are three reasons that a physician might not be accepting new patients?

Preparing for retirement; working a reduced schedule; having too many patients. Signup and view all the answers

Study Notes

Office Opening Procedures

Disarm alarm system, turn on lights, and unlock entrance doors.
Unlock file cabinets, medical record files, and medicine cabinets.
Activate machines used throughout the day (e.g., computers, printers, copiers).

Telephone System Setup

Switch telephone from night message to day message or electronic routing.
If using an answering service, notify them the office is open.
Listen to and record any messages received.

Daily Activity Preparation

Review appointment schedule and task organizer to identify special tasks and changes.

Preparation of Paper Medical Records

Pull paper medical records based on the day’s schedule and arrange them by appointment time.
Organize charts for each physician at the front desk or in their office.
Attach preprinted charge slips to medical records as needed.

Waiting Room Readiness

Ensure waiting room is clean and organized; magazines and brochures should be neatly arranged.
Clean and store children’s toys appropriately.
Turn on audiovisual systems like DVD players or televisions.

Equipment and Supply Check

Perform a visual safety check of all areas to eliminate hazards.
Restock examination rooms and clean as necessary, ensuring all equipment is operational.
Check and empty biohazard waste containers following proper protocols.

Office Closing Tasks

Confirm backup of computer files and prepare bank deposits.
Turn off all equipment except for the fax machine and check for incoming faxes.
Change telephone message to night mode and secure the building by locking doors and cabinets.

Patient Check-In Process

Patients usually check in at the reception desk; a sign-in sheet may be utilized if needed.
Sign-in sheets should have adhesive strips for easy patient management.

Sliding Glass Window Functionality

Prevents noise distraction between waiting patients and reception staff, enhancing confidentiality and focus.

New Patient Forms

New patients must sign consent for treatment, insurance information release, and the direct payment assignment to the physician.
Patients acknowledge receipt of HIPAA privacy practices notification.

Patient Identity and Insurance Verification

Verify identity using two forms of ID and insurance card photocopy.
Insurance verification may involve calling or faxing for coverage confirmation.

Referral Requirements

Patients typically need a written or electronic referral to see specialists outside their primary care provider under managed care insurance.

Referral Form Information

Includes the primary care provider's name, reason for referral, number of authorized visits, and relevant medical history.

Established Patient Check-In

Confirm if there are changes to the patient’s address or insurance.
Photocopy new insurance cards if necessary.

Copayment Collection

A copayment is a fixed fee collected during each office visit for medical treatment.

Medical Practice Information Availability

Practice details on websites/brochures may include physician credentials, specialties, accepted insurance, and appointment policies.
Provide office location, contact information, and medication refill procedures.

Reasons for Not Accepting New Patients

Physicians may decline new patients due to retirement plans, reduced schedules, or maintaining quality care for existing patients.

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Description

Test your knowledge on the essential activities a Medical Assistant (MA) must perform to prepare for patient reception. This quiz covers key tasks such as office setup, telephone system preparation, and more. Perfect for those studying healthcare administration and MA duties.