Podcast
Questions and Answers
When scheduling appointments, what is the first step a medical assistant should take?
When scheduling appointments, what is the first step a medical assistant should take?
- Determine the time and place.
- Verify the patient's insurance information.
- Determine if the patient is new or established. (correct)
- Request the reason for the appointment.
It is unnecessary to check for a patient's referral when scheduling an appointment, as this is only relevant during the encounter itself.
It is unnecessary to check for a patient's referral when scheduling an appointment, as this is only relevant during the encounter itself.
False (B)
Why is it important to understand the reason for a patient's visit when scheduling an appointment?
Why is it important to understand the reason for a patient's visit when scheduling an appointment?
To allocate adequate time and resources
When scheduling an appointment, offering a choice of time helps to build a strong ________ with the patient.
When scheduling an appointment, offering a choice of time helps to build a strong ________ with the patient.
Which action is crucial for the medical assistant to take when following up on a patient who has just cancelled their appointment?
Which action is crucial for the medical assistant to take when following up on a patient who has just cancelled their appointment?
Cancelling a patient's upcoming annual wellness visit instead of a routine follow-up does not create a scheduling error.
Cancelling a patient's upcoming annual wellness visit instead of a routine follow-up does not create a scheduling error.
Why should a medical assistant understand their facilities cancellation policy?
Why should a medical assistant understand their facilities cancellation policy?
Thanking a patient for their time shows ___
Thanking a patient for their time shows ___
Match the following medical assistant actions with their corresponding effect in the scheduling process:
Match the following medical assistant actions with their corresponding effect in the scheduling process:
When rescheduling an appointment, what is the first step a medical assistant should perform?
When rescheduling an appointment, what is the first step a medical assistant should perform?
The needs of the patient do not need to be considered when factoring in scheduling policies.
The needs of the patient do not need to be considered when factoring in scheduling policies.
Why it is important to verify which appointment is being rescheduled?
Why it is important to verify which appointment is being rescheduled?
Some facilities or types of appointments require __ of appointment changes.
Some facilities or types of appointments require __ of appointment changes.
Which step ensures patients knows the new time and date of the scheduled appointments.
Which step ensures patients knows the new time and date of the scheduled appointments.
It is unnecessary to check for insurance after an appointment has been rescheduled
It is unnecessary to check for insurance after an appointment has been rescheduled
Scheduling, Cancelling and Rescheduling appointments include many ___ for the patient and the practice.
Scheduling, Cancelling and Rescheduling appointments include many ___ for the patient and the practice.
Be prepared to ___ to ever-changing situations to best serve the patients.
Be prepared to ___ to ever-changing situations to best serve the patients.
What action should the medical assistant take to confirm that the patient notes the correct time and date for the scheduled appointment?
What action should the medical assistant take to confirm that the patient notes the correct time and date for the scheduled appointment?
A medical assistant does not require respect or professionalism when exploring cancellation reasons.
A medical assistant does not require respect or professionalism when exploring cancellation reasons.
Careful Scheduling is critical to patient ___
Careful Scheduling is critical to patient ___
Patients can often schedule or request appointments through a variety of methods, and the EHR automatically generate ___ which serve to reduce the number of no-shows.
Patients can often schedule or request appointments through a variety of methods, and the EHR automatically generate ___ which serve to reduce the number of no-shows.
Why is it important for healthcare organizations to rely on patients attending appointments?
Why is it important for healthcare organizations to rely on patients attending appointments?
Maintaining a schedule impacts the patient experience negatively if schedules do not meet the patient's needs.
Maintaining a schedule impacts the patient experience negatively if schedules do not meet the patient's needs.
List one of the challenges when scheduling appointments?
List one of the challenges when scheduling appointments?
After locating the patient in EHR the medical assistant should ask the patient to provide ___
After locating the patient in EHR the medical assistant should ask the patient to provide ___
What patient information is important to have in case of schedule fluidity?
What patient information is important to have in case of schedule fluidity?
The scheduling process can impact a patient's experience in a healthcare setting.
The scheduling process can impact a patient's experience in a healthcare setting.
For telehealth encounters what is important to do?
For telehealth encounters what is important to do?
When you are not able to update an appointment automatically in the EHR make sure to enter the patient's ___ into the new appointment.
When you are not able to update an appointment automatically in the EHR make sure to enter the patient's ___ into the new appointment.
Match the scheduling term with its description
Match the scheduling term with its description
What is the importance of documenting appointment cancellations and the reason for those cancellations?
What is the importance of documenting appointment cancellations and the reason for those cancellations?
Not all encounters are eligible for telehealth.
Not all encounters are eligible for telehealth.
In an electronic health record, cancel the appointment from the ___ module.
In an electronic health record, cancel the appointment from the ___ module.
Fill the canceled appointment with patient(s) on the ___.
Fill the canceled appointment with patient(s) on the ___.
What does EHR stand for?
What does EHR stand for?
The reason for the cancellation does not inform the medical assistant if the late cancellation fee will apply.
The reason for the cancellation does not inform the medical assistant if the late cancellation fee will apply.
Give an example of what a medical assistant can document when a pateint is rescheduling.
Give an example of what a medical assistant can document when a pateint is rescheduling.
During a cancellation if the patient is unaware of the policy they will be surprised by __
During a cancellation if the patient is unaware of the policy they will be surprised by __
Match the element with the appropriate step
Match the element with the appropriate step
According to the information presented, what is the importance of schedule fluidity?
According to the information presented, what is the importance of schedule fluidity?
After you schedule the the appointment you do not need to select and save.
After you schedule the the appointment you do not need to select and save.
After verifying insurance why is that information so important?
After verifying insurance why is that information so important?
Which of the following is the MOST important reason for managing canceled appointments effectively?
Which of the following is the MOST important reason for managing canceled appointments effectively?
When scheduling a telehealth appointment, it is not necessary to verify a patient's insurance plan benefits as telehealth encounters are always covered.
When scheduling a telehealth appointment, it is not necessary to verify a patient's insurance plan benefits as telehealth encounters are always covered.
What are the two key identifiers typically used to locate a patient's record in an EHR?
What are the two key identifiers typically used to locate a patient's record in an EHR?
When rescheduling an appointment, the medical assistant should first locate the existing appointment then confirm whether the rescheduled encounter will be for the _______ service, with the same parameters for patient preferences.
When rescheduling an appointment, the medical assistant should first locate the existing appointment then confirm whether the rescheduled encounter will be for the _______ service, with the same parameters for patient preferences.
Match each step to the corresponding action when scheduling an appointment:
Match each step to the corresponding action when scheduling an appointment:
A patient calls to cancel their appointment scheduled for the next day. Which of the following steps is MOST important for the medical assistant to take?
A patient calls to cancel their appointment scheduled for the next day. Which of the following steps is MOST important for the medical assistant to take?
It is acceptable to skip verifying a patient's insurance information if they are an established patient and state that their insurance has not changed.
It is acceptable to skip verifying a patient's insurance information if they are an established patient and state that their insurance has not changed.
What is the primary reason for documenting the reason for appointment cancellations?
What is the primary reason for documenting the reason for appointment cancellations?
Failing to cancel the patient's previous appointment time after rescheduling may result in needing to provide ______.
Failing to cancel the patient's previous appointment time after rescheduling may result in needing to provide ______.
Which of the following BEST describes the role of technology in appointment scheduling?
Which of the following BEST describes the role of technology in appointment scheduling?
Flashcards
Schedule an appointment
Schedule an appointment
To arrange or book an appointment for a patient.
Cancel an appointment
Cancel an appointment
To officially nullify a scheduled appointment, removing it from the calendar.
Reschedule an appointment
Reschedule an appointment
To change an existing appointment to a new date or time.
Documenting visit
Documenting visit
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Patient's medical record
Patient's medical record
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Verify identity
Verify identity
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Check for Patient's Provider Preference
Check for Patient's Provider Preference
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Select the Appointment
Select the Appointment
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Propose Appointment Time
Propose Appointment Time
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Confirm Appointment
Confirm Appointment
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Provide Policy
Provide Policy
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Close the Conversation
Close the Conversation
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Study Notes
Performance Objectives
- Learn how to schedule, cancel, and reschedule appointments
Key Points for Background and Importance
- Scheduling maintains workflow and addresses patient needs
- Schedule changes occur from cancellations, walk-ins, late arrivals, and staffing issues
- Patient contact information and visit reason are typically included for schedule fluidity
- Scheduling appointments can impact patient experience positively or negatively depending on if their needs are met
Schedule an Appointment – Skill Overview
- Determine if the patient is new or established
- Locate or create the patient's account
- Verify the patient's identity
- Request the appointment reason and if a referral is needed
- Determine if it will be face-to-face or telehealth
- Determine the time and place
- Check for the patient's provider preferences
- Search the EHR for available times
- Propose time and date to patient
- Select the appointment time and date
- Verify the patient's insurance information
- Provide previsit instructions
- Allow the patient to ask questions
- Confirm patient knows the time and date
- Complete the scheduling with a thank you
Schedule an Appointment - Step-by-Step
- Always determine if you are speaking with a new or established patient.
- Use the EHR search function to locate the patient's record using two identifiers.
- If the patient is on the EHR, ask the patient identifying information to avoid errors with similar data for different people.
- Request reason for appointment and need for potential referral.
- Understanding the reason helps determine how much time will be needed.
- Other considerations for appointment is any needed room requirements, such as rooms for certain exams or procedures.
- Decide the visit type; face-to-face or telehealth and utilize organizational policy, insurance benefits, and encounter reason
- Determine time & place being mindful of patient's relationship with the facilities and offering patient a choice of location.
- Checking preferred provider preference allows efficient searching for most appropriate appointment times.
- Find available appointment times using the EHR.
- Propose the first available appointment to meet all parameters while searching and suggesting until acceptance.
- Reserve the chosen date/time, enter the chief complaint.
- Saves selection to EHR blocks off that time slot and the appointment is valid.
- Verify the patient's insurance for accuracy and to ensure appropriate coverage
- Discuss copay amounts due at time of service
- Provide patient with previsit instructions.
- Ensure patient knows how to locate the site and for face-to-face encounters
- Provide specific requirements prior to appointment; fasting.
- Resolve questions and allow patient opportunity for clarifying their instructions.
- Confirm the appointment ensures that the patient has the correct time and date.
- Thanking the patient shows respect for their time
- Confirm that the patient has down loaded any forms or completed any online submissions prior to their arrival
- Instruct the patient to bring specific documents to their appointment
Schedule an Appointment - Final Considerations
- Adequate time must be allowed for patient care as it is critical to patient wellness and satisfaction, impacting the revenue cycle
- Scheduling, canceling, and rescheduling includes variables for the patient and practice
- Patient's needs must be considered and factored into scheduling policies
Cancel an Appointment – Skill Overview
- Managing canceled appointments is an important function for maintaining the provider-patient relationship and the revenue cycle
- Adhere to policy regarding cancellations and no-shows
Cancel an Appointment - Step-by-Step
- Ask for the patient's name, date of birth or other identifying information to locate them
- Verification is standard using two identifiers from the medical record
- Understand that the patient can have multiple scheduled encounters; ensure the correct time is selected
- Document why they are cancelling.
- Documenting informs the medical assistant if late cancellation fees apply and for policy.
- Explain late cancellation fee policy for patients who cancel less than 24 hours prior
- Ensure the patient is aware to avoid surprising charges
- In the EHR, cancel the appointment to reopen the availability and fill with patient(s) on the wait.
- Document the cancellation and reason for legal records
- Complete the cancellation by thanking the patient
Cancel an Appointment - Final Considerations
- Cancelations result in additional responsibilities for documentation and rescheduling.
- It has the potential to affect workflow if the appointment slots cannot be filled.
- Medical assistants should exhibit respect when asking cancelation reasons for the cancellation fee assessment
Reschedule an Appointment – Skill Overview
- It is important to remember that patients may be facing illness or unexpected challenges
- When patients reach out, provide helpful customer service to ensure patient scheduling needs are met.
- Provide the patient with appointment changes in a courteous and professional manner.
Reschedule an Appointment - Steps
- Find the patient using details such as name, birth date and demographic information
- Verify their identity to ensure that the practitioner is speaking with the correct patient
- In practice multiple appointments may come up, ensure to verify which has been rescheduled
- Before going forward and finding another appointment, check to make sure this is exactly the same service.
- Check to make sure the time fits, and the customer will be able to attend
- Provide a choice of times, so the patient can choose what will be best for their life
Reschedule an Appointment - Steps Continued
- Book the new appointment time and date, and double check the appointment
- In some versions electronic health records will offer to migrate the information across
- Cancel the prior information in the new file
- Make sure all notes and information is correctly stored in the file
- Check if their card has been updated, so the payment option is updated for the patient
- Be ready to hand out a number of questions, being ready to provide plenty of information
- Confirm the time and date of the appointment again
- Complete the appointment by thanking the patient
Reschedule an Appointment - Final Considerations
- Remind them in advance; give the option of appointments months and months in advance
- The medical assistant can be proactive to remind patients of appointments through portals, email, and regular calls or emails.
Skill Considerations
- Automated processes, patient portals, & phone systems reduce employee engagement
- EHR generates appointment reminders reducing no-shows & errors
- Adapt to best serve patients
- Schedule appointments ASAP, reduce wait times & be knowledgeable
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