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WorksheetsChapter 7: MA Scheduling and office procedures
Total questions: 25
Worksheet time: 13mins
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
When a patient does not show up for an appointment and did not call to cancel, many medical offices
Discontinue care for that patient
Charge a fee for the missed appointment
Report the patient to his insurance company
Request that the patient arrive an hour early for the next appointment
A patient who arrives late for an appointment
May have to reschedule
Is charged a penalty fee
Can always be worked in
Should be asked to come back at the end of the day
What is one common way to manage time with sales representatives?
Asking them to register as patients and schedule patient appointments
Asking them to speak to an MA instead of a provider
Asking them to visit during lunchtime
Asking them to visit when there is a last-minute patient cancellation
What two pieces of information does a patient usually provide the MA at check-in?
Release note from an employer, photo identification
Photo identification, insurance information
Insurance information, social security card
Emergency contact and allergies
Why do sign-in sheets only ask for the patient’s name, appointment time, and provider name?
To make them easier for MAs to read quickly
To reduce the amount of time it takes a patient to sign in
To prevent public sharing of protected health information
To save paper
What document tells a patient how the office handles confidential information?
Medical history questionnaire
General consent form
Notice on advance directives
Notice of privacy practices
Making a referral correctly requires the MA to (A) Understand the requirements of the patient’s insurance plan (B) Provide copies of the patient’s entire medical record to the insurance company and the facility/provider the patient is referred to (C) Ask the patient to call the insurance company to speed up the process (D) Prove that the provider and two other medical professionals agree the referral is necessary.
Understand the requirements of the patient’s insurance plan
Provide copies of the patient’s entire medical record to the insurance company and the facility/provider the patient is referred to
Ask the patient to call the insurance company to speed up the process
Prove that the provider and two other medical professionals agree the referral is necessary.
After a referral for a complex testing procedure is approved, the provider may delegate this to the MA:
Performing the test
Educating the patient about preparation for the test
Analyzing the results of the test
Answering any questions the patient has about interpretation of the test results.
Which of the following is a way for an MA to show empathy with a patient?
Telling the patient, “I know exactly how you feel.”
Suggesting that the patient see a therapist
Allowing the patient time to express their thoughts and feelings
Offering to pray with the patient.
What should an MA do if a patient hits him and threatens more violence?
Back away from the patient and speak calmly until the patient calms down
Remove himself from the situation and follow facility policy for responding to the patient’s actions
Slap the patient lightly to bring them to their senses
Back away from the patient and use his cellphone to call the police.
When does a sender’s address not need to be included in the body of a business letter?
When the letter is on letterhead
When the recipient knows the sender’s address
When it is known that the recipient will never need to visit the sender
When the letter is very short.
Which of the following is true of a letter to a patient?
It does not need to be signed.
It cannot include any of the patient’s protected health information.
It becomes a part of the patient’s medical record.
It is privileged information that cannot be used in a court of law.
A patient who misses appointments often and is not compliant with treatment plans
May be sued by the provider
May receive notice that the provider is legally terminating care
May be given the least preferred appointment times
May be required to take a time management class.
When a provider terminates her relationship with a patient, she must (A) Inform other providers in the area of her reasons for terminating the relationship (B) Give the patient time to find a new provider (C) File a report with the state medical board (D) Send notices to the patient, the patient’s insurance company, and the patient’s employer.
Inform other providers in the area of her reasons for terminating the relationship
Give the patient time to find a new provider
File a report with the state medical board
Send notices to the patient, the patient’s insurance company, and the patient’s employer.
A patient has been waiting 30 minutes to see his Dr & is becoming irritated. The MA knows the Dr is 30 minutes away what is the best option to tell the patient?
Tell patient the dr. will be back soon & offer a beverage
Tell patient today's visit is free because of the inconvenience
Suggest the patient take a short walk and cool down
Tell patient the delay cannot be helped, and offer to reschedule the patient's appointment
