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Questions and Answers
What should be the first step in a phone call with a patient?
What should you check for existing patients before moving further in the call?
When confirming patient information, which of the following should you verify?
What information should be collected for a new patient who does not have their insurance details?
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What should you tell patients wanting to come in on a Saturday without their insurance information?
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For patients who are uninsured, what is the required deposit before an examination?
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Which factor should be considered first when creating a patient profile for underage patients?
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When greeting a patient, what is an appropriate phrase to ask regarding their previous visits?
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Study Notes
Phone Call Protocol
- Greet patients warmly and ask if they are new or existing.
- Inquire about the purpose of the call: Booking an appointment, general inquiry, or other matters.
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For existing patients, review the posted notes before proceeding.
- Posted notes contain essential information such as outstanding balances, payment history, patient preferences, restrictions, and any previous issues.
- Confirm patient information: Verify date of birth, first/last name, phone number, address, and insurance coverage.
- For new patients, confirm that they are not already registered in the system.
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Obtain a complete profile for new patients:
- First and last name, date of birth, phone number, address, and insurance information.
- For underage patients, obtain information for the parent or guardian first.
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For new patients without insurance information, inform them of the possibility of out-of-pocket payment.
- They may need to pay a deposit and seek reimbursement if they cannot provide insurance information before the insurance's closing time.
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For uninsured patients, clearly state the deposit requirement ($100) and credit card surcharge policy.
- The deposit will be applied towards the cost of the examination.
- The full cost of treatment will be discussed after the dentist's evaluation.
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Description
This quiz focuses on the essential steps for handling patient phone calls in a healthcare setting. It covers greeting patients, verifying information, and obtaining profiles, especially for new patients. By understanding these protocols, you will enhance patient communication and intake efficiency.
