Chapter 7: MA Scheduling and office procedures

What type of software may be used to schedule patients?

• A word processing program

• An internet browser

• A practice management system

• A presentation program

A patient scheduled for a 30-minute appointment is likely

• A new patient

• A returning patient coming in for a follow-up

• A patient coming in for a vaccination

• A patient who has already had an annual physical but needs a school physical form signed by the provider

A hematologist sees cancer patients on Mondays, Tuesdays, and Wednesdays and other patients on Thursdays and Fridays. This is an example of

• Open hours scheduling

• Wave scheduling

• Modified wave scheduling

• Cluster scheduling

Each hour, Dr. Diggs has two patients scheduled. He spends an average of 15 minutes with each patient, so this leaves time for walk-in patients to be seen. This is an example of

• Double-booking

• Open hours scheduling

• Modified wave scheduling

• Cluster scheduling

What is one thing that must be done if a patient does not show up for an appointment?

• The MA must send the patient a letter saying she needs to find a different provider.

• The patient must wait at least 7 days before rescheduling.

• The MA must document the missed appointment.

• The provider must call the patient and offer a telehealth visit.

What is one reason the MA must get information about a new patient’s insurance when making an appointment?

• Patients are often scheduled according to which insurance company they use.

• This allows the MA to make sure the facility accepts the patient’s plan.

• Routine appointments must be preauthorized by the insurance company.

• It is a legal requirement.

Forms often included in a new patient packet include

• Medical history questionnaire, patient privacy forms

• Physician fee schedule, oath of honesty

• Patient privacy forms, preauthorization forms

• Medical history questionnaire, physician fee schedule

When are new patients usually asked to arrive for their appointments?

• At the time of the appointment

• 5–10 minutes before the appointment

• 15–30 minutes before the appointment

• 30 minutes to an hour before the appointment

If an office provides an online scheduling option, the MA’s role is often to

• Create the scheduling program

• Monitor and approve appointment requests

• Remind the doctor to check the online scheduling program

• Email patients and ask them to call the office to confirm their appointments

What information should be included in a text or email sent as an appointment reminder?

• Time/date, current diagnosis, provider’s name

• Patient’s name, time/date, insurance information

• Provider’s name, time/date, last 4 digits of patient’s social security number

• Patient’s name, time/date, provider’s name