Chapter 23 Scheduling and Reception PDF

NIEDZWIECKI: Kinn’s Medical Assisting Fundamentals, 2nd Edition Chapter 23 Student Handout Chapter 23 Scheduling and Reception Ki...

NIEDZWIECKI: Kinn’s Medical Assisting Fundamentals, 2nd Edition Chapter 23 Student Handout Chapter 23 Scheduling and Reception Kinn’s Medical Assisting Fundamentals, 2nd edition Brigitte Niedzwiecki, RN, MSN, RMA Copyright © 2022, Elsevier Inc. All Rights Reserved. 1 1 Lesson 23.1 Scheduling and Reception (1 of 4) 1. Describe the two scheduling systems and self-scheduling software. 2. Discuss how to create and establish the appointment matrix. 3. Describe typical primary care appointment types. 4. Describe the legality of the appointment scheduling system. 5. Discuss the different types of appointment scheduling. Copyright © 2022, Elsevier Inc. All Rights Reserved. 2 2 Lesson 23.1 Scheduling and Reception (2 of 4) 6. Explain information addressed during telephone scheduling for new and established patients. 7. Describe ways a medical assistant can effectively and efficiently schedule. 8. Discuss how to schedule surgeries, procedures, inpatient admissions, home visits, extended care facility visits, and telemedicine visits; also pharmaceutical, equipment, and supply representatives. Copyright © 2022, Elsevier Inc. All Rights Reserved. 3 3  NIEDZWIECKI: Kinn’s Medical Assisting Fundamentals, 2nd Edition Chapter 23 Student Handout Lesson 23.1 Scheduling and Reception (3 of 4) 9. Describe patient greetings and a sign-in register that meet the requirements of the Health Insurance Portability and Accountability Act (HIPAA). 10.Describe how to deal with late patients, rescheduling appointments, and no-show patients. 11.Describe various ways to increase appointment show rates. Copyright © 2022, Elsevier Inc. All Rights Reserved. 4 4 Lesson 23.1 Scheduling and Reception (3 of 4) 12.Describe how to handle patient cancellations and provider delays and emergencies. 13.Explain the new-patient registration process and the check-in procedure for all patients. 14.Discuss how to handle challenging situations, including talkative patients, children, and angry patients. Copyright © 2022, Elsevier Inc. All Rights Reserved. 5 5 Introduction ˜ Appointment scheduling Ø Process that determines which patients are seen, dates and times of appointments, and time allotted to each patient Ø Requires understanding the practice, the provider, and time management guidelines Ø Key factor in practice success Copyright © 2022, Elsevier Inc. All Rights Reserved. 6 6  NIEDZWIECKI: Kinn’s Medical Assisting Fundamentals, 2nd Edition Chapter 23 Student Handout Scheduling Systems ˜ Paper-based Ø Also called appointment book scheduling ˜ Computerized scheduling Ø May be in EHR or PMS Ø Advantages Search features Multiple users Report generation ˜ Self-scheduling Ø Patient portal Ø Features Preventive care and future appointment notification Confirming appointments Online completion of forms Copyright © 2022, Elsevier Inc. All Rights Reserved. 7 7 Establishing the Appointment Schedule ˜ Patient needs Ø Demographics Community, age, gender, work, diagnoses ˜ Provider preferences and habits Ø Punctual or tardy? Ø Breaks required? Ø Ease of transitioning from one patient to another Ø Other daily responsibilities Copyright © 2022, Elsevier Inc. All Rights Reserved. 8 8 Creating the Appointment Matrix ˜ Establishing guidelines for appointment scheduling Ø Appointment type time requirements Follow-up or recheck Urgent visit Wellness exam, school exam, sports physical Pelvic exam, Pap smear, minor surgery Complete physical exam New patient Telemedicine ˜ Availability of facilities Ø Procedure rooms, equipment Copyright © 2022, Elsevier Inc. All Rights Reserved. 9 9  NIEDZWIECKI: Kinn’s Medical Assisting Fundamentals, 2nd Edition Chapter 23 Student Handout Adding Patient Appointments ˜ Paper system Ø Patient’s full name Ø Phone number Ø Purpose of visit Choose correct appointment type time block ˜ Computerized system Ø Established patient Search name and DOB Schedule appointment Ø New patient Enter patient demographics correctly Schedule appointment Copyright © 2022, Elsevier Inc. All Rights Reserved. 10 10 Legality of the Appointment Scheduling System ˜ Appointment record or log is a legal document Ø Document no-shows and cancellations that don’t rebook ˜ Paper system Ø Book in ink Ø Note errors and make corrections per procedure ˜ Computerized system ˜ Retain according to statute of limitations Ø Destroy after retention period ends Copyright © 2022, Elsevier Inc. All Rights Reserved. 11 11 Types of Appointment Scheduling (1 of 2) ˜ Time-specified (stream) scheduling Ø Specific time for each patient ˜ Wave scheduling Ø Three appointments for same time Ø Seen in order of arrival ˜ Modified wave scheduling Ø Variations of wave scheduling ˜ Double-booking Ø Extra person scheduled for same time Ø Typically used for acutely ill or injured patients Ø Can be used with other scheduling types Copyright © 2022, Elsevier Inc. All Rights Reserved. 12 12  NIEDZWIECKI: Kinn’s Medical Assisting Fundamentals, 2nd Edition Chapter 23 Student Handout Types of Appointment Scheduling (2 of 2) ˜ Open booking Ø Patients seen as they arrive Ø Urgent conditions prioritized ˜ Group scheduling Ø Patients with similar appointment types are seen on specific days or during specific time blocks ˜ Advance scheduling Ø Scheduling weeks or months out Ø Can be used with other scheduling types Copyright © 2022, Elsevier Inc. All Rights Reserved. 13 13 Scheduling Appointments ˜ In person Ø After appointment and before leaving facility Schedule next appointment and/or appointments for tests, procedures, etc. ˜ Telephone Ø Offer choices Ø Repeat appointment date and time Ø Provide necessary information for appointment preparation Ø Update record as required Copyright © 2022, Elsevier Inc. All Rights Reserved. 14 14 Scheduling Appointments for New Patients ˜ Obtain demographics and insurance info ˜ Offer first available appointment ˜ Provide specific information Ø Arrive 15 minutes early for paperwork (or complete online ahead of time) Ø Directions or address Ø Parking information Ø Payment options ˜ Repeat appointment details ˜ Follow up with referring provider ˜ Get preauthorization or precertification, if applicable Copyright © 2022, Elsevier Inc. All Rights Reserved. 15 15  NIEDZWIECKI: Kinn’s Medical Assisting Fundamentals, 2nd Edition Chapter 23 Student Handout Scheduling Urgency ˜ Determination of urgency Ø Criteria developed with provider and office manager Seen today or seen within a few days Ø Conditions commonly considered urgent ˜ Walk-in patients Ø Follow facility policy Copyright © 2022, Elsevier Inc. All Rights Reserved. 16 16 Scheduling Efficiency ˜ Morning Ø Schedule backward from noon ˜ Afternoon Ø Schedule forward from noon ˜ Choose correct appointment type ˜ Use confirmation tools ˜ Create a waiting list Copyright © 2022, Elsevier Inc. All Rights Reserved. 17 17 Scheduling Other Types of Appointments (1 of 2) ˜ Surgeries, procedures, and inpatient admissions Ø Information for facility Ø Information for patients In writing as well as verbally Documentation in health record ˜ Home visits and extended care facility visits Ø Confirm with patient or caregiver Ø Allow travel time ˜ Telemedicine Ø Necessary equipment Ø Privacy Copyright © 2022, Elsevier Inc. All Rights Reserved. 18 18  NIEDZWIECKI: Kinn’s Medical Assisting Fundamentals, 2nd Edition Chapter 23 Student Handout Scheduling Other Types of Appointments (2 of 2) ˜ Pharmaceutical, equipment, and supply representatives Ø Screening and scheduling Courtesy and tact Ø Handling samples ˜ Meetings Ø Block the time on all appropriate schedules Include meeting name and location Ø Reserve location Ø Create an agenda Copyright © 2022, Elsevier Inc. All Rights Reserved. 19 19 Special Circumstances ˜ Late patients Ø Schedule chronically late patients as last appointment of the day ˜ Rescheduling appointments Ø Remove existing appointment first Then set new appointment ˜ No-shows Ø Document in schedule and patient record Ø No-show policy Copyright © 2022, Elsevier Inc. All Rights Reserved. 20 20 Increasing Appointment Show Rates ˜ Automated call, email, or text reminders ˜ Appointment cards ˜ Confirmation calls Ø In accordance with HIPAA regulations ˜ Email reminders ˜ Mailed reminders Copyright © 2022, Elsevier Inc. All Rights Reserved. 21 21  NIEDZWIECKI: Kinn’s Medical Assisting Fundamentals, 2nd Edition Chapter 23 Student Handout Handling Cancellations and Delays (1 of 2) ˜ Patient cancellations Ø Wait list Ø Document cancellations in health record ˜ When the provider is delayed Ø Call patients who’ve not arrived to request later arrival Ø For patients who’ve arrived, offer rescheduling, another provider, or waiting ˜ When the provider is called to an emergency Ø Call patients who’ve not arrived and explain Ø Explain to patients who have arrived Ø Offer all rescheduling, another provider, or waiting Copyright © 2022, Elsevier Inc. All Rights Reserved. 22 22 Handling Cancellations and Delays (2 of 2) ˜ When the provider is ill or out of town Ø Cancel or reschedule appointments Ø Give contact information of provider(s) who are covering Ø Do not say the provider is out of town Copyright © 2022, Elsevier Inc. All Rights Reserved. 23 23 Patient Processing Tasks ˜ Screen arriving individuals Ø People with emergent conditions To triage nurse immediately If triage unavailable, to exam room and notify provider immediately 911 situations Ø Pharmaceutical and equipment representatives Facility policy and procedures Ø Salespeople and visitors Ascertain reason for visit and follow facility policy Copyright © 2022, Elsevier Inc. All Rights Reserved. 24 24  NIEDZWIECKI: Kinn’s Medical Assisting Fundamentals, 2nd Edition Chapter 23 Student Handout Patient Arrival ˜ Signage with directions for where to go and what to do ˜ Prompt greeting ˜ Glass windows Ø Pros and cons ˜ Sign-in register Ø Limited information per HIPAA ˜ Infection control Ø Screening for contagious illness Copyright © 2022, Elsevier Inc. All Rights Reserved. 25 25 New Patient Registration ˜ Demographics and health information obtained prior to or at start of visit Ø Review information ˜ Provide Notice of Privacy Practices Ø Document patient refusal to sign ˜ Provide information on facility policies and procedures ˜ Answer questions Copyright © 2022, Elsevier Inc. All Rights Reserved. 26 26 Check-in Procedures for All Patients ˜ Scan or copy both sides of insurance card Ø Verify eligibility if required Ø Verify insurance subscriber’s DOB ˜ Request ID Ø Scan or copy photo ID if required Ø Verify name, DOB, phone number, address ˜ Collect copayment per facility policy Copyright © 2022, Elsevier Inc. All Rights Reserved. 27 27  NIEDZWIECKI: Kinn’s Medical Assisting Fundamentals, 2nd Edition Chapter 23 Student Handout Patients with Special Needs ˜ Ask before assisting ˜ Use interpreters for language barriers ˜ Communicate special needs with clinical medical assistant ˜ Demonstrate respect and professionalism Copyright © 2022, Elsevier Inc. All Rights Reserved. 28 28 Showing Consideration for Patients’ Time ˜ Signage regarding contacting receptionist Ø If wait has exceeded 15-20 minutes ˜ Communicate regarding delay ˜ Courtesy compensation ˜ Offer to reschedule Copyright © 2022, Elsevier Inc. All Rights Reserved. 29 29 Escorting Patients to the Exam Room ˜ Use first and last name only Ø Verify DOB in exam room ˜ Friends and family members ˜ Ask if assistance needed ˜ Urine sample directions ˜ Indicate level of undress ˜ Indicate seating ˜ Protect patient privacy Ø EHR log out Ø Paper records with name not visible ˜ Flagging system Copyright © 2022, Elsevier Inc. All Rights Reserved. 30 30  NIEDZWIECKI: Kinn’s Medical Assisting Fundamentals, 2nd Edition Chapter 23 Student Handout Challenging Situations ˜ Talkative patients ˜ Children Ø Do not discipline children; caregivers’ responsibility ˜ Teenagers Ø Parent not present during physical exam ˜ Angry patients in reception area Ø Move to another area Ø Remain calm and listen Ø Stay safe Copyright © 2022, Elsevier Inc. All Rights Reserved. 31 31 Patient Checkout ˜ Greet patient by name ˜ Ask if there are any questions ˜ Check health record for follow-up instructions Ø Schedule appointment(s) ˜ Collect copayment if not yet paid ˜ Thank the patient Copyright © 2022, Elsevier Inc. All Rights Reserved. 32 32 Closing Thoughts ˜ You make the first impression ˜ Be kind, courteous, nonjudgmental Ø Sick people are usually not at their best ˜ Give patients your attention and time ˜ Use positive nonverbal communication ˜ Summarize and acknowledge patients’ communication with you ˜ Show respect Copyright © 2022, Elsevier Inc. All Rights Reserved. 33 33  NIEDZWIECKI: Kinn’s Medical Assisting Fundamentals, 2nd Edition Chapter 23 Student Handout Questions? Copyright © 2022, Elsevier Inc. All Rights Reserved. 34 34