Medical Assisting - Chapter 16

During time allotted in the schedule for a physician to return phone calls, the physician may answer e-mail inquiries from patients, which is called making 1) Office hours 2) E-calls 3) Follow-ups 4) "Mouse" calls

"Mouse" calls

A patient's ______ number provided by the insurance company should be included when documenting referrals in the medical record. 1) Authorization 2) Phone 3) Social security 4) Credit card

Authorization

When are confirmation calls typically made? 1) After a patient fails to show up for an appointment 2) 1 week before the scheduled appointment 3) On the day of the appointment 4) 1 or 2 days before the appointment

1 or 2 days before the appointment

Place the steps for scheduling an appointment in order, with the first step on top.

1) Establish the type of appointment required by the patient. 2) Consult the template for the amount of time required for the appointment. 3) When possible, schedule appointments earlier in the day first and then move to later time frames. 4) Enter the patient's name, phone number, and reason for appointment in the time slot. 5) Repeat the appointment information to the patient, giving any necessary instructions regarding preparation for the appointment.

Place the steps for reserving an operating room in order, with the first step on top.

1) Give preferred dates and times, the type of surgery, and the length of time the doctor will need the operating room. 2) Provide all relevant patient information. 3) Relay any requests from the doctor, such as blood type and units of blood needed. 4) Make sure all health insurance requirements are met and copies are filed appropriately. 5) Be sure the patient receives all necessary instructions and information.

Place the steps for scheduling outpatient surgical appointments in order, with the first step on top.

1) Obtain detailed information about the procedure and patient information from the patient's medical record. 2) Call the appropriate surgery center at the requested facility, and identify the procedure you need to schedule and preferred dates. 3) Give the scheduler the patient's name, address, phone number, DOB, gender, and insurance information to the surgical center. 4) Inquire as to any preprocedure testing that may need to be done and patient preparation required. 5) Confirm the appointment date and time prior to hanging up. 6) Provide the patient with written instructions from the physician and information obtained while booking the appointment.

Place the steps for making appointment confirmation calls in order, with the first step on top.

1) Starting with the first appointment of the day, call the patient listed. 2) Ask for the patient, and give your name and the name of the practice and state that you are confirming the patient's appointment. 3) Remind the patient of special instructions regarding the appointment.

Place the steps for receiving e-mail scheduling in order, with the first step on top.

1) The patient signs up to receive e-mail communication. 2) The patient is assigned a password by the office. 3) The patient may request an appointment as long as it is not needed immediately. 4) The office returns a confirmation e-mail of the scheduled appointment. 5) An automatically generated reminder goes out to the patient when the appointment is approaching.

With modified-wave scheduling, patients are scheduled in ______-minute increments, OR patients are scheduled to arrive the first half hour, leaving the second half hour unscheduled. 1) 15 2) 10 3) 20 4) 30

15

A woman going to the practitioner for a routine prenatal examination can expect the appointment to last __________. 1) 5 to 10 minutes 2) 45 minutes 3) 60 minutes 4) 15 minutes 5) 30 minutes

15 minutes

New patients should arrive _____ minutes early to allow time for filling out paperwork. 1) 30-40 2) 15-30 3) 5-10 4) 45-60

15-30

When should a new patient complete the required "new patient forms"? 1) 15-30 minutes prior to the scheduled appointment 2) In the exam room with the medical assistant 3) Prior to the appointment if received by mail 4) In the waiting room at the scheduled appointment time

15-30 minutes prior to the scheduled appointment Prior to the appointment if received by mail

A new patient has never been seen in the practice or has not been seen by the practice in ______ or more years. 1) 1 2) 2 3) 5 4) 3

3

An established patient has been seen by the practice within the past ______ years. 1) 4 2) 5 3) 7 4) 3

3

Some experts advise keeping old appointment books for at least ______ year(s). 1) 5 2) 7 3) 2 4) 3

3

In-office minor surgery such as a mole removal typically lasts __________. 1) 45 minutes 2) 20 minutes 3) 60 minutes 4) 30 minutes 5) 10 minutes

30 minutes

In an open-hours system, what is used to determine which practitioners are available to see patients at any given time? 1) Note cards 2) Verbal reminders 3) A matrix 4) Flag system

A matrix

What does locum tenens refer to? 1) A patient advocate 2) A physician's representative 3) A substitute physician 4) A replacement administrator

A substitute physician

Which factors should be considered when choosing a meeting site? 1) Adequate size of room 2) Sufficient parking 3) Valet parking 4) Room service 5) Food services

Adequate size of room Sufficient parking Food services

Which is the best action for scheduling a physician who is consistently late for appointments? 1) Advise patients that the physician is usually late, so the physician will arrive late for the appointment. 2) Adjust the office schedule to handle the situation. 3) Remind the physician when there are appointments first thing in the morning. 4) Reschedule the appointment for a patient when the physician is running late.

Adjust the office schedule to handle the situation.

Which of the following are ways to handle scheduling situations caused by the physician? 1) Adjust the office schedule to handle the situation. 2) Continue to schedule appointments in the same manner. 3) Send a memo to the physician about the situation. 4) Speak to the physician directly about the problem.

Adjust the office schedule to handle the situation. Speak to the physician directly about the problem.

What type of scheduling is booking an appointment several weeks or months ahead of time? 1) Cluster 2) Combination 3) Time-specified 4) Advance

Advance

In which type of scheduling are patients booked weeks or months in advance, such as for annual gynecologic examinations? 1) Cluster scheduling 2) Combination scheduling 3) Advance scheduling 4) Modified-wave scheduling

Advance scheduling

Which of the following are appropriate ways of dealing with a walk-in patient? 1) Allow the patient to see a PA or an NP, if available. 2) Request an ambulance to transport all emergency walk-ins to a hospital for care. 3) Politely ask the patient to call to schedule appointments in the future. 4) Find a way to accommodate all walk-in patients into the schedule. 5) Post a sign in the check-in area stating if the practice has a no walk-in policy.

Allow the patient to see a PA or an NP, if available. Politely ask the patient to call to schedule appointments in the future. Post a sign in the check-in area stating if the practice has a no walk-in policy.

Which of the following actions should be taken when scheduling outpatient procedures? 1) Allow the patient to choose the facility where the patient is the most comfortable. 2) Always verify the patient's insurance coverage before choosing the facility or physician. 3) Give the patient the referral number to submit to the insurance company. 4) Obtain a prior approval or referral if required.

Always verify the patient's insurance coverage before choosing the facility or physician. Obtain a prior approval or referral if required.

A(n) ______ should be given to patients before they leave the office to remind them of their office visit. 1) Receipt 2) Bill 3) Reminder letter 4) Appointment card

Appointment card

Which of the following types of information should be on a patient's appointment reminder card? 1) Diagnosis 2) Appointment date 3) Amount owed to the practice 4) Provider's name 5) Appointment time 6) Patient's address

Appointment date Provider's name Appointment time

Which of the following are flexibilities allowed by wave scheduling? 1) Appointments that require more time than anticipated 2) Office staff to get behind schedule 3) Patients who miss appointments 4) Offices that have limited staff available

Appointments that require more time than anticipated Patients who miss appointments

Which of the following are true of a walk-in patient? 1) Does not have insurance coverage 2) Cancels an appointment at the last minute 3) Arrives without an appointment 4) Expects to see the doctor

Arrives without an appointment Expects to see the doctor

When is the best time for fasting patients to be scheduled? 1) In the late afternoon 2) After their first meal of the day 3) Around lunchtime 4) As early in the day as possible

As early in the day as possible

What should you do when a pharmaceutical representative who is unknown to you comes into the office? 1) Check if the physician is available for a meeting. 2) Ask for a business card and check with the physician before scheduling an appointment. 3) Schedule an appointment to meet with the physician. 4) Schedule an appointment, ask for a business card, and then notify the provider of the appointment time.

Ask for a business card and check with the physician before scheduling an appointment.

Which of the following should be done when choosing referral names of either physicians or facilities? 1) Have the provider call the referring physician for approval. 2) Be sure that all of the paperwork required by the insurance company has been completed. 3) Have the patient call to speak to a customer service representative. 4) Be sure that the facility accepts the patient's insurance.

Be sure that all of the paperwork required by the insurance company has been completed. Be sure that the facility accepts the patient's insurance.

When a patient calls to reschedule an appointment, when is it appropriate to write "cancel" and cross out the original appointment? 1) After entering the rescheduled appointment 2) When the original appointment time has passed 3) Before entering the rescheduled appointment 4) When the patient arrives to the rescheduled appointment

Before entering the rescheduled appointment

Which of the following are ways to obtain authorization for a referral? 1) By making a phone request and speaking to a customer service representative 2) Through an area of the insurance carrier's website 3) By filling out a specific paper referral form 4) Through an e-mail request from the provider to the insurance company representative

By making a phone request and speaking to a customer service representative Through an area of the insurance carrier's website By filling out a specific paper referral form

Which of the following materials are needed to schedule an outpatient surgical procedure? 1) Pencil 2) Calendar 3) Pen 4) Patient medical record 5) Insurance name 6) Telephone

Calendar Pen Patient medical record Telephone

Setting time frames apart for specific appointment types refers to _________ scheduling. 1) Modified wave 2) Wave 3) Cluster 4) Standard

Cluster

Scheduling all patients on Wednesdays for wellness checkups is an example of ______ scheduling. 1) Cluster 2) Combination 3) Advance 4) Categorization

Cluster Categorization

Which scheduling system groups similar appointments together on a specific day or for a specific block of time during the day or week? 1) Open-hours scheduling 2) Advance scheduling 3) Double-booking 4) Cluster scheduling

Cluster scheduling

It is beneficial to provide __________ to patients who are habitually late or typically no show for appointments. 1) Aggressive letters 2) Confirmation calls 3) Tickler files 4) Recall notices

Confirmation calls

What are some outside appointments that might be necessary? 1) Consultation with other physicians 2) X-rays 3) Laboratory work 4) Physical examination 5) Prescription pickup

Consultation with other physicians X-rays Laboratory work

Which types of information are listed on a superbill? 1) Diagnoses 2) Health insurance 3) Date a claim was submitted 4) Services performed 5) Amount paid by insurance

Diagnoses Health insurance Services performed

A no-show is a patient who 1) Shows up on time to an appointment. 2) Does not come to a scheduled appointment. 3) Shows up late to an appointment. 4) Does not call to cancel an appointment.

Does not come to a scheduled appointment. Does not call to cancel an appointment.

Purposely scheduling 2 or more patients in the same time slot is known as 1) Time-specified scheduling 2) Double-booking 3) Open-hours scheduling 4) Stream scheduling

Double-booking

Which scheduling system is useful when 1 patient can be seen by a nurse practitioner or physician assistant and the other by the physician? 1) Open-hours 2) Double-booking 3) Cluster 4) Time-specified

Double-booking

How does the double-booking system differ from the wave or modified-wave system? 1) Wave scheduling assumes that all patients will be seen within the same time period. 2) Double-booking assumes that both patients will be seen within the scheduled period. 3) Double-booking requires more staff members. 4) Double-booking assumes that the patient who arrives last will have to wait to be seen by the provider.

Double-booking assumes that both patients will be seen within the scheduled period.

What is the correct procedure if a patient cancels an appointment? 1) Draw a single line through the patient's name in the appointment book. 2) Write "canceled" in the appointment book. 3) Do not change the appointment book, but notify the provider of the change in the schedule. 4) Erase the patient's appointment in the appointment book.

Draw a single line through the patient's name in the appointment book. Write "canceled" in the appointment book.

What is the preferred time for scheduling patients with diabetes? 1) Late afternoon 2) Late morning 3) Early morning 4) Early afternoon

Early morning

Which of the following are advantages of double-booking? 1) More time is spent with the patient to focus on all areas of health. 2) Helps organize the flow of patients 3) Emergency appointments can be easily booked. 4) It works well for patients who do not have to see the doctor can be seen by other provider, such as the nurse practitioner.

Emergency appointments can be easily booked. It works well for patients who do not have to see the doctor can be seen by other provider, such as the nurse practitioner.

Which of the following types of walk-in patients are exceptions that may be accommodated into the schedule? 1) A patient referred by a friend of the physician 2) All walk-in patients 3) Emergency patients 4) Patients who arrive when the doctor or a PA or an NP is available

Emergency patients Patients who arrive when the doctor or a PA or an NP is available

As patients leave the office, they are often given paperwork to return to the front desk. Other names for this paperwork are 1) Encounter form 2) Superbill 3) Health history questionnaire 4) Patient information form.

Encounter form Superbill

Return appointments for ______ patients are usually made at the time they are being checked out from a current appointment. 1) New 2) Established 3) Self-pay 4) Referral

Established

A patient who has been seen by the practice within the past 3 years is called a(n): 1) Returning patient 2) Established patient 3) Current patient 4) New patient

Established patient

Refraining from eating or drinking anything beginning the night before a test is called _________. 1) Testing 2) Glucose management 3) Controlling 4) Fasting

Fasting

The best appointment times for ______ patients are early in the day. 1) Walk-in 2) Elderly 3) Fasting 4) New

Fasting

Which of the following actions should a medical assistant take if a patient calls with an emergency? 1) Have the patient come in right away for a non-life threatening emergency 2) Set up the next available appointment for the patient 3) Advise the patient to call 911 for a life-threatening emergency 4) Cancel appointments to fit in the emergency patient

Have the patient come in right away for a non-life threatening emergency Advise the patient to call 911 for a life-threatening emergency

How are return appointments for established patients usually made? 1) Telephone 2) In the office 3) Mail 4) E-mail

In the office

Besides the appointment book, where should it be noted if a patient cancels an appointment? 1) No additional notation is required. 2) On the office calendar 3) On the provider's calendar 4) In the patient's medical record

In the patient's medical record

Where is a reminder mailing placed after being addressed, depending on how far in the future the appointment is? 1) In the patient's medical record 2) In the tickler file under the day when it should be sent 3) In the outgoing mail to be sent to the patient 4) In the tickler file under the day of the appointment

In the tickler file under the day when it should be sent In the outgoing mail to be sent to the patient

What should be documented in a patient's chart after scheduling an outside appointment? 1) Instructions provided to the patient 2) Cost of the procedure 3) Date and time of the procedure 4) Supplies and equipment required for the procedure

Instructions provided to the patient Date and time of the procedure

Which of the following are characteristics of modified-wave scheduling? 1) More time-consuming appointments are scheduled in 10- to 20-minute time slots. 2) Appointments that are expected to require more time are scheduled at the beginning of the hour. 3) It allows time for catching up before the next hour begins. 4) Appointments that are expected to require more time are scheduled toward the end of the hour. 5) Less time-consuming appointments are scheduled in 10- to 20-minute time slots.

It allows time for catching up before the next hour begins. Less time-consuming appointments are scheduled in 10- to 20-minute time slots. Appointments that are expected to require more time are scheduled at the beginning of the hour.

Which of the following apply to underbooking? 1) It refers to large, unused gaps in the schedule. 2) It refers to scheduling more patients than can reasonably be seen. 3) It allows providers to make good use of their time. 4) It results from cancellations or no-shows. 5) Making reminder calls can make the problem worse.

It refers to large, unused gaps in the schedule. It results from cancellations or no-shows.

An ______ is a detailed travel plan, listing dates and times of flights and events, locations of meetings and lodgings, and telephone numbers. 1) Itinerary 2) Appointment matrix 3) Outline 4) Agenda

Itinerary

When is the best time to schedule patients who are chronically late? 1) Early afternoon 2) Late afternoon 3) Early morning 4) Late morning

Late afternoon

Why should the physician be informed when a patient has missed an appointment? 1) Legal issues may arise. 2) The physician may need to make a house call. 3) The condition may require an appointment. 4) The physician may want you to call with a polite reminder.

Legal issues may arise. The condition may require an appointment. The physician may want you to call with a polite reminder.

The ______ is often responsible for knowing the preferred physicians and facilities of the physician and specific insurance carriers. 1) Patient 2) Billing clerk 3) Physician 4) Medical assistant

Medical assistant

Which of the following is a meeting report that documents who was present, what happened, and what was discussed and decided at the meeting? 1) Dictations 2) Transcriptions 3) Minutes 4) Seconds

Minutes

In which scheduling system can multiple patients be scheduled at planned intervals during the first half hour, leaving the second half hour unscheduled? 1) Double-booking 2) Wave 3) Modified-wave 4) Open-hours

Modified-wave

This form of scheduling allows time for catching up before the next hour begins. 1) Open-hours 2) Modified-wave 3) Double-booking 4) Time-specified

Modified-wave

Before calling to schedule an outpatient procedure, which types of information should the medical assistant have on hand? 1) Name of the procedure 2) Patient's medical record 3) Diagnosis 4) Emergency contact information 5) Patient's Social Security number

Name of the procedure Patient's medical record Diagnosis

A(n) ______ is someone who has never been to a certain facility before or has not seen the physician for more than 3 years. 1) New patient 2) Existing patient 3) Current patient 4) Established patient

New patient

Who should receive copies of the itinerary when a physician must travel? 1) Hotel representatives 2) Office personnel 3) Patients 4) Physician 5) Airline personnel

Office personnel Physician

Why is it preferred to schedule appointments earlier in the day? 1) Open appointments later in the day allow space for unexpected appointments. 2) Open appointments late in the day allow time to meed with pharmaceutical representatives. 3) Open appointments early in the day allow space for walk-in appointments. 4) Open appointments later in the day allow office staff to go home earlier.

Open appointments later in the day allow space for unexpected appointments.

Lab work, surgeries, and radiology appointments are examples of 1) Hospital appointments 2) Inside appointments 3) Inpatient appointments 4) Outside appointments

Outside appointments

Which procedure is used to schedule more patients than can reasonably be seen in the time allowed? 1) Overbooking 2) Double-booking 3) Efficient scheduling 4) Underbooking

Overbooking

Which of the following information is needed when scheduling a patient's outpatient surgical procedure? 1) Referring provider's tax ID number 2) Patient's allergies and current medications 3) Patient's address and phone number 4) Patient's family medical history 5) Patient's name 6) Patient's date of birth

Patient's allergies and current medications Patient's address and phone number Patient's name Patient's date of birth

Where should referrals be documented? 1) Tickler file 2) Ledger card 3) Appointment book 4) Patient's chart

Patient's chart

When scheduling outside appointments on behalf of patient, which types of information should be provided to the receiving center? 1) Patient's insurance information 2) Patient's full medical history 3) Facility's phone number 4) Patient's date of birth 5) Patient's address 6) Patient's phone number

Patient's insurance information Patient's date of birth Patient's address Patient's phone number

Which of the following are true about fasting? 1) Patients can drink only noncaffeinated beverages 2) Patients can eat and drink 3) Patients cannot eat 4) Patients cannot drink, unless allowed to drink water

Patients cannot eat Patients cannot drink, unless allowed to drink water

Which of the following should be in a physician's medical bag? 1) Copy of the appointment book 2) Penlight 3) Prescription pad 4) Physician's lunch 5) Personal protective equipment 6) Pager or cell phone 7) Thermometers

Penlight Prescription pad Personal protective equipment Thermometers

Which audiovisual equipment may need to be arranged when planning a meeting? 1) Podium 2) Microphone 3) Projector 4) Tables 5) Seating

Podium Microphone Projector

Which of the following should be done when arrangements for an outside appointment have been made? 1) Provide the patient with post-procedure instructions. 2) Provide the patient with written instructions. 3) Be sure the patient understands any preprocedure instructions. 4) Inform the provider of the preprocedure instructions.

Provide the patient with written instructions. Be sure the patient understands any preprocedure instructions.

A system of ________ helps patients to remember to call to schedule appointments at appropriate times. 1) Tickler files 2) Recall notices 3) Voicemail prompts 4) Collection letters

Recall notices

Entering the appointment in the scheduler first and then filling out the appointment card 1) Is considerate customer service. 2) Is the provider's preference. 3) Is the incorrect procedure. 4) Reduces the chance of error.

Reduces the chance of error.

It is appropriate to put _________ in a tickler file. 1) Referral slips 2) Encounter forms 3) Reminder postcards 4) Appointment cards

Reminder postcards

Which of the following should be done to verify the accuracy of a scheduled appointment after entering it into the appointment book or electronic scheduler? 1) Repeat the appointment date and time to the patient 2) Have the patient view the appointment book or computer screen 3) Tell the patient that you will email an appointment confirmation 4) Ask the patient to write the day and time down in his or her calendar

Repeat the appointment date and time to the patient

Which of the following is the best way to prevent patients who are routinely late for appointments from disrupting the appointment schedule? 1) Discharge them from the practice 2) Schedule them toward the end of the day. 3) Schedule them first thing in the morning. 4) Only allow them to schedule within 48 hours

Schedule them toward the end of the day.

What are possible actions when a patient misses an appointment? 1) Send out a form letter to the patient. 2) Document the no-show and inform the physician. 3) Remove the patient from the practice. 4) Continue to call the patient until the patient reschedules the appointment.

Send out a form letter to the patient. Document the no-show and inform the physician.

For a physician to communicate with a patient via "mouse" calls, the patient must 1) Sign the appropriate releases 2) Call the practice to set up an appointment 3) Be current with all payments 4) Obtain preauthorization from insurance

Sign the appropriate releases

In order to communicate with the office by e-mail, a patient must 1) Sign up and be assigned a password. 2) Schedule appointments exclusively online. 3) Sign a release to allow e-mail communication. 4) Create a new e-mail address to use only for communicating with the provider.

Sign up and be assigned a password. Sign a release to allow e-mail communication.

What are the possible consequences of overbooking? 1) Stress for the physician 2) Too much downtime for office staff 3) Difficulty maintaining a timely schedule 4) Large, unused gaps in the schedule

Stress for the physician Difficulty maintaining a timely schedule

If a local physician is not readily available, a ______ may be hired to see patients while the regular physician is unavailable. 1) Substitute physician 2) Nurse 3) Locum tenens 4) Physician assistant

Substitute physician Locum tenens

Appointments for new patients are most often arranged by the patient contacting the office via: 1) Telephone 2) E-mail 3) Mail 4) In person

Telephone

If seeing an emergency patient causes a delay to the physician's schedule, what should you do? 1) Share the details of the emergency so the patients who are waiting will be more understanding. 2) Avoid going into the waiting room until it is time to see the patients who are waiting. 3) Tell the patients who are waiting there has been an emergency. 4) Allow patients the opportunity to reschedule their appointments if they are unable to wait. 5) Tell the patients who are waiting that the provider was late returning from lunch.

Tell the patients who are waiting there has been an emergency. Allow patients the opportunity to reschedule their appointments if they are unable to wait.

What is the appropriate action if a patient cancels an appointment and would like to call later to reschedule? 1) Send the patient a reminder e-mail. 2) Thank the patient for the notice. 3) Note the information in the appointment book. 4) Call the patient the next day to inquire about rescheduling.

Thank the patient for the notice. Note the information in the appointment book.

If a patient has to cancel an appointment, which of the following are appropriate responses? 1) Why are you canceling? 2) Thank you for calling. 3) Can I refer you to another physician? 4) It is not in your best interest to cancel. 5) Would you like to reschedule?

Thank you for calling. Would you like to reschedule?

Which of the following are common procedures for scheduling pharmaceutical representatives? 1) Give the representative the physician's business card and ask the representative to contact the physician to arrange a meeting. 2) Schedule the representative for an appointment with the physician during one of the times reserved for meeting with patients. 3) The doctor may set aside certain times or days during the week to meet with representatives. 4) Have the representative leave a business card with product information, and the physician will arrange an appointment if interested.

The doctor may set aside certain times or days during the week to meet with representatives. Have the representative leave a business card with product information, and the physician will arrange an appointment if interested.

The practice's schedule matrix should be based on ________. 1) The patients' needs 2) OSHA requirements 3) The practitioner's schedule 4) The medical assistant's schedule

The practitioner's schedule

Which of the following are true of scheduling patients with diabetes? 1) These patients should be scheduled for late morning. 2) These patients must eat meals and snacks at regular times. 3) Patients should be scheduled at times when they would normally eat a meal or snack. 4) Use extra consideration when scheduling appointments.

These patients must eat meals and snacks at regular times. Use extra consideration when scheduling appointments.

After scheduling an outpatient surgery, it is important to inform patients of which of the following? 1) They will need to arrange for transportation to and from the appointment. 2) They can arrive at any time on the day of the procedure. 3) There are never any special preparations required for surgical procedures. 4) They should plan to go to the facility a day prior to the surgery.

They will need to arrange for transportation to and from the appointment.

Which of the following is the main goal of wave scheduling? 1) To give more time to patients 2) To give the staff time to catch up on paperwork 3) To begin and end each hour with the schedule on track 4) To allow more breaks for the staff

To begin and end each hour with the schedule on track

Why should a cancellation be noted in a patient's medical record? 1) To make the doctor aware that the patient has canceled the appointment 2) To protect the practice from possible legal action 3) To charge the patient for a no-show appointment 4) To send a reminder to the patient to reschedule

To protect the practice from possible legal action

Which of the following types of information must be given to the scheduler when scheduling a surgery? 1) Type of surgery 2) Preferred days and time 3) Meals for the physician 4) Explanation of benefits

Type of surgery Preferred days and time

Supplies required for house calls vary depending on the 1) Time of the visit 2) Date of the visit 3) Type of visit 4) Location of the visit

Type of visit Location of the visit

Where should the tickler item for a patient's recall notice be stored? 1) Under the patient's date of birth 2) Under the patient's provider's name 3) Under the patient's first and last name 4) Under the month when the patient should call the office

Under the month when the patient should call the office

Leaving large, unused gaps in the schedule is called 1) Active scheduling 2) Underbooking 3) Overbooking 4) Double-booking

Underbooking

The reason for obtaining insurance information when scheduling a new patient is so that it can be ______ prior to the patient's appointment. 1) Reviewed 2) Charged 3) Billed 4) Verified

Verified

Patients who come in without an appointment are called 1) Walk-outs 2) Cancellations 3) Standby 4) Walk-ins

Walk-ins

Which method of scheduling is based on the fact that some patients will arrive late and others will require more or less time than expected? 1) Wave 2) Stream 3) Time-specified 4) Open-hours

Wave

What should meeting minutes include? 1) What decisions were made 2) Agenda for the meeting 3) Menu for the meeting 4) What was discussed

What decisions were made What was discussed

When scheduling appointments that require a patient to fast, be sure to inform the patient of which of the following? 1) When fasting should start 2) That the test may not be completed if the patient does not fast 3) The types of foods the patient may eat before the test 4) That the patient should refrain from eating but may drink fluids

When fasting should start That the test may not be completed if the patient does not fast

A patient who neither calls to cancel nor goes to the appointment is known as a 1) no-show. 2) reschedule. 3) cancelation. 4) confirmed.

no-show.

A basic outline of the times the physician is and is not available to see patients is called a(n) 1) Appointment book 2) Schedule 3) Electronic scheduler 4) Matrix

Matrix

The basic format of an appointment book, established by blocking off times on the schedule during which the doctor is able to see patients, is a 1) Timeline 2) Grid 3) Matrix 4) Spreadsheet

Matrix

Which of the following is the common abbreviation for Pap smear? 1) ps 2) PSM 3) PS 4) Pap 5) Psm

Pap

Having a properly maintained appointment book shows respect for everyone's time and creates an efficient ______ flow. 1) Cash 2) Diagnosis 3) Procedure 4) Patient

Patient

In an open-hours system, what is used to determine which practitioners are available to see patients at any given time? 1) Verbal reminders 2) Note cards 3) Flag system 4) A matrix

A matrix

Which of the following is a scheduling system in which patients arrive at their own convenience with the understanding that they will be seen on a first-come, first-served basis? 1) Modified wave 2) Open-hours 3) Time-specified 4) Cluster

Open-hours

Because appointment books are legal documents, the schedule should be written in 1) Pencil 2) Black ink 3) Blue ink 4) Red ink

Black ink Blue ink

What does a medical assistant do in the appointment book if the doctor has a surgery at 9:00 a.m. and it will last about an hour? 1) Don't schedule any appointments the entire morning 2) Schedule patients and let them know they will have to wait 3) Block off 30 minutes in the appointment book 4) Block off 2 hours in the appointment book

Block off 2 hours in the appointment book

Which of the following problems is eliminated by an open-hours scheduling system? 1) Increased possibility for downtime 2) Broken appointments 3) Long wait times 4) Medical assistants' ability to retrieve charts before patients arrive

Broken appointments

When scheduling a patient for an outpatient surgical procedure, the medical assistant should __________ before choosing the facility or surgeon. 1) Ask the patient if she would rather schedule the appointment herself 2) Ask the patient to verify the exact procedure to be performed 3) Talk with the patient to find convenient appointment times 4) Check with the patient's insurance company to verify coverage 5) Determine the day and time the procedure must be done

Check with the patient's insurance company to verify coverage

The appointment scheduling system that groups similar appointments together during the day or week is __________. 1) Time-specified scheduling 2) Double-booking 3) Combination scheduling 4) Wave scheduling 5) Cluster scheduling

Cluster scheduling

Which appointment scheduling system is also called categorization scheduling? 1) Cluster scheduling 2) Combination scheduling 3) Wave scheduling 4) Modified-wave scheduling 5) Time-specified scheduling

Cluster scheduling

In wave scheduling, how is the number of patients to be seen each hour determined? 1) Divide the hour by the number of patients requesting appointments. 2) Divide the hour by the length of the average visit. 3) Determine the number by consulting the physician for availability. 4) The number of patients varies based on patients' needs.

Divide the hour by the length of the average visit.

Which of the following are strategies that patients sometimes use to avoid waiting at the medical office? 1) Deliberately arriving after a scheduled appointment time 2) Arriving earlier at an appointment in hope of being seen sooner 3) Walking in without an appointment and expecting to be seen 4) Arriving at an appointment exactly on time 5) Canceling an appointment at the last minute

Deliberately arriving after a scheduled appointment time Arriving earlier at an appointment in hope of being seen sooner Walking in without an appointment and expecting to be seen

A patient with __________ requires extra consideration when scheduling and should not be scheduled for late morning. 1) Diabetes 2) Arthritis 3) Kidney disease 4) Asthma 5) Back pain

Diabetes

Which patient information would the medical assistant provide when scheduling a patient's surgery? 1) Driver's license number and next-of-kin 2) Education level and income 3) Occupation and hobbies 4) Religion and professional organizations 5) Diagnosis and insurance information

Diagnosis and insurance information

Being able to access an appointment schedule from multiple areas in the office is an advantage of ______ scheduling. 1) Book 2) Computerized 3) Paper 4) Emergency

Computerized

A patient with diabetes whose blood sugar falls too low may experience __________. 1) Diarrhea 2) Confusion 3) Pain 4) Shortness of breath 5) Fever

Confusion

The best time to schedule a patient who needs a regular appointment, such as a prenatal checkup, is __________. 1) At noon so the patient does not have to take off work 2) Early in the day 3) On the same day and time each week 4) Late in the day 5) At the first available time in the weekly schedule

On the same day and time each week

Match the appointment types with their time frames.

Prenatal examination - 15 minutes Pelvic exam and Pap smear - 15-30 minutes Minor in-office surgery - 30 minutes Suture removal - 10-20 minutes

A new patient calls the provider's medical office and asks how long the appointment will take. The best response is __________. 1) "10 minutes" 2) "60 to 90 minutes" 3) "30 minutes or more" 4) "15 to 20 minutes" 5) "20 to 30 minutes"

"30 minutes or more"

A medical assistant may be responsible for setting up the list of topics to be discussed or presented at a meeting in the order of presentation. This list is called __________. 1) A list of objectives 2) An itinerary 3) An agenda 4) A goals list 5) Minutes

An agenda

What is the best approach to handling patient cancellations? 1) Schedule other activities in cancellation slots. 2) Send the patient a letter pointing out that he canceled a necessary appointment. 3) Encourage the provider to take the time off. 4) Leave the time open so the provider can decide what to do. 5) Attempt to schedule another patient in the cancellation slot.

Attempt to schedule another patient in the cancellation slot.

How do you cross out a name in an appointment book? 1) Draw a single line through the name. 2) Scribble the name out. 3) Always use pencil so it can be erased easily. 4) Use correction fluid to blot out the name.

Draw a single line through the name.

Which type of appointments cause the schedule to run behind because they have to be squeezed in? 1) Rescheduled 2) Canceled 3) Referral 4) Emergency

Emergency

Which of the following appointments typically takes 5 to 15 minutes? 1) Complete physical examination 2) Emergency office visit 3) Follow-up office visit 4) New patient visit 5) Pelvic exam and Pap smear

Follow-up office visit

A detailed travel plan that lists dates and times of flights and events, locations, and telephone numbers is a(n) __________. 1) Program 2) Locum tenens 3) Roster 4) Agenda 5) Itinerary

Itinerary

The main reason a diabetic patient who takes insulin must eat meals and snacks at regular times is to __________. 1) Keep the blood sugar from dropping too low 2) Increase the heart rate 3) Keep the blood pressure from dropping too low 4) Lower the blood sugar 5) Lower the blood pressure

Keep the blood sugar from dropping too low

The scheduling system chosen usually depends on which of the following factors? 1) Physician preferences 2) Patient preferences 3) Staff preferences 4) Type of practice

Physician preferences Type of practice

Which of the following are possible disadvantages of open-hours scheduling? 1) There may be long wait times. 2) Problems are caused by broken appointments. 3) There is too much downtime if there are few patients. 4) Charts can be pulled ahead of patient appointments.

There may be long wait times. There is too much downtime if there are few patients.

Match the appointment scheduling abbreviations with their definitions.

pt - Patient PT - Physical therapy c/o - Complains of cons - Consultation NP - New patient NS - No-show patient

In some specialties, patients may be booked weeks or months ahead in __________scheduling. 1) Modified-wave 2) Time-specified 3) Advance 4) Wave 5) Cluster

Advance

A well-managed ______ is the key element of an efficient patient flow. 1) Provider office 2) Appointment book 3) Exam room 4) Laboratory

Appointment book

Which of the following can cause appointment scheduling to get off track? 1) Phone calls 2) Appointments running longer than expected 3) No-shows 4) Emergency appointments 5) Lunch breaks 6) Elderly patients 7) Patients arriving late

Appointments running longer than expected No-shows Emergency appointments Patients arriving late

In open-hours scheduling, patients arrive 1) Within a 2-hour window 2) At a scheduled time 3) At their own convenience 4) 15 minutes before their scheduled appointment

At their own convenience

What is the best way to handle a practitioner who consistently throws off the office schedule by returning late from lunch? 1) Organize the entire office staff to be late for work one day. 2) Have the entire staff threaten to quit if the practitioner does not start being more prompt. 3) Avoid scheduling patients for the first appointment after lunch when possible. 4) At a staff meeting, demand that the practitioner start being more punctual. 5) Reprimand the practitioner for being rude and inconsiderate.

Avoid scheduling patients for the first appointment after lunch when possible.

A medical assistant can help a practitioner make the most efficient use of his time by __________. 1) Double-booking patients all day to eliminate slow times 2) Squeezing appointments in between closely scheduled meetings 3) Allowing the practitioner several rest periods throughout the day 4) Asking the practitioner to plan his own daily schedules 5) Avoiding overbooking or underbooking

Avoiding overbooking or underbooking

When a patient's visit requires more time, you assign the patient a(n) ______ slot. 1) Shorter 2) Early morning 3) Late afternoon 4) Back-to-back

Back-to-back

An advantage of a computerized scheduling system is that it __________. 1) Prevents the need to allow time for catching up before the next hour begins 2) Eliminates a wait for patients when coming to the office 3) Cancels any chance that two patients can be scheduled at the same time 4) Does not need color-coding to clarify the appointment schedule 5) Can identify patients who routinely are late, forget their appointments, or cancel

Can identify patients who routinely are late, forget their appointments, or cancel

Which of the following are disadvantages of open-hours booking? 1) Few patients can be seen in a day. 2) Charts cannot be pulled in advance. 3) There is a possibility that no patients at the office at a given time. 4) Patients do not get the proper care.

Charts cannot be pulled in advance. There is a possibility that no patients at the office at a given time.

Physical examinations or procedures such as physical therapy or ultrasound are scheduled only at certain times in __________. 1) Advance scheduling 2) Time-specified scheduling 3) Wave scheduling 4) Combination scheduling 5) Cluster scheduling

Cluster scheduling

Which of the following have been barriers to implementing an online scheduling option for some medical practices? 1) Cost 2) Convenience for patients 3) Ease of use 4) Security

Cost Security

The appropriate procedure to follow for a patient who misses an appointment is to __________. 1) Schedule another appointment for the patient, but tell her the appointment will be cancelled if she does not call the day before to confirm it 2) Refuse to reschedule an appointment for the patient 3) Call the patient and ask her why she did not come in for her appointment 4) Document the no-show in the appointment book and in the patient's chart 5) Notify the patient that she will be charged for the missed appointment and interest will be applied

Document the no-show in the appointment book and in the patient's chart

The appointment scheduling system in which two or more patients are scheduled for the same appointment time is __________. 1) Wave scheduling 2) Cluster scheduling 3) Time-specified scheduling 4) Combination scheduling 5) Double-booking

Double-booking

Which type of appointment scheduling system can be helpful if a patient calls and needs to be seen that day but no appointments are available? 1) Advanced 2) Modified-wave 3) Cluster 4) Double-booking 5) Wave

Double-booking

The appropriate procedure to follow with a cancellation is to __________. 1) Tell the patient she must come to the office to cancel the appointment in person 2) Erase the patient's name from the appointment book and tell the patient to call later to reschedule 3) Reschedule the appointment but leave the original appointment in the appointment book 4) Enter the rescheduled time in the appointment book and make a note to cancel the original appointment 5) Draw a single line through the patient's name and write "canceled" in the appointment book before entering the rescheduled time

Draw a single line through the patient's name and write "canceled" in the appointment book before entering the rescheduled time

In a paper scheduling format, how is it indicated that a time slot is unavailable? 1) Color in unavailable time slots with black ink. 2) Draw two red lines through unavailable time slots. 3) Remove unavailable time slots from the schedule. 4) Draw an "X" through unavailable time slots.

Draw an "X" through unavailable time slots.

The first step in preparing the appointment book is to __________. 1) Have the practitioners approve schedule 2) Schedule routine appointments 3) Plan for double booking 4) Establish the matrix of the appointment book 5) Schedule new patient appointments

Establish the matrix of the appointment book

Carrie is to be scheduled for an elective outpatient surgical procedure. When you ask if she has a preferred date and time for the procedure, she tells you she would really like to have the surgery done on Monday of next week because her sister will be in town to help care for her. You check with the outpatient facility, and they have an operating room open at 11:30 on Monday morning. However, the surgeon is scheduled to leave for vacation on Monday at noon. What should you do? 1) Tell the surgeon that he'll have to postpone his vacation to perform Carrie's surgery. 2) Schedule the surgery for Monday at 11:30 and hope the OR is running ahead of schedule. 3) Tell Carrie that next week is impossible because the surgeon will be on vacation. 4) Explain the situation to the surgeon and ask for his advice. 5) Schedule Carrie for Friday instead, even though her sister will not be here yet.

Explain the situation to the surgeon and ask for his advice.

Wave scheduling has the ______ to allow for appointments that require more time than anticipated or for patients who miss appointments. 1) Flexibility 2) Rigidity 3) Inability 4) Failure

Flexibility

Which of the following would be blocked off on an appointment schedule because the doctor is unavailable? 1) Hospital rounds 2) Scheduled meetings 3) Lunch 4) Holidays 5) Vacation days 6) Surgery 7) Phone calls 8) Time for paperwork

Hospital rounds Scheduled meetings Lunch Holidays Vacation days Surgery

Which of the following is an advantage of open-hours scheduling? 1) Medical assistants cannot retrieve patients' charts before they arrive. 2) It creates inefficient downtime if there are no patients in the office. 3) It eliminates problems caused by broken appointments. 4) It creates long wait times.

It eliminates problems caused by broken appointments.

A disadvantage of the open-hours scheduling system is that __________. 1) It increases the possibility of inefficient downtime for the provider 2) It still requires the use of an appointment book 3) Patients may be irritated if they find they have the same appointment time 4) The patient records must be pulled before the patients arrive 5) It causes problems due to broken appointments

It increases the possibility of inefficient downtime for the provider

Which of the following are characteristics of a well-managed appointment book? 1) It is key to patient continuity of care. 2) It presents the office in a positive, professional manner. 3) It creates long wait times for patients. 4) It keeps the physician from staying on task.

It is key to patient continuity of care. It presents the office in a positive, professional manner.

Which of the following are advantages of computerized scheduling? 1) More patients can be seen in a day. 2) It keeps track of patient attendance. 3) Fewer patients can be seen throughout the day. 4) It blocks off slots for emergency appointments.

It keeps track of patient attendance. It blocks off slots for emergency appointments.

Match the schedule management key terms with their definitions.

Itinerary - Detailed travel plan listing dates and times for specific transportation arrangements and events, the location of meetings and lodgings, and phone numbers Locum tenens - Substitute physician hired to see patients while the regular physician is away from the office Minutes - Report of what happened and what was discussed and decided at a meeting Overbooking - Scheduling appointments for more patients than can reasonably be seen in the time allowed

An appointment book is considered a ______ record. 1) Medical 2) Temporary 3) Legal 4) Disposable

Legal

Management consultants suggest that a schedule be written in blue ink because it is a ______ document. 1) Disposable 2) Changing 3) Legal 4) Permanent

Legal Permanent

Another name for a substitute practitioner who is hired to see patients while the regular practitioner is away is __________. 1) Respondeat superior 2) Duces tecum 3) Locum tenens 4) Res ipsa loquitur 5) Respite practitioner

Locum tenens

A patient who is currently in the office needs immediate attention, but the practitioner has been called away to an emergency at the hospital. The best solution is to __________. 1) Let the patient leave, but have him return later that day 2) Document that the patient could not be seen because the practitioner had an emergency 3) Have the patient wait until the practitioner returns 4) Cancel the patient's appointment and ask him to call to talk to the practitioner 5) Make sure the patient is seen by another practitioner

Make sure the patient is seen by another practitioner

Scheduling four patients to arrive at planned intervals during the first half hour, leaving the second half hour unscheduled, is an example of __________. 1) Modified-wave scheduling 2) Cluster scheduling 3) Open-hours scheduling 4) Wave scheduling 5) Double-booking

Modified-wave scheduling

Match the appointment types with their required time frames.

New patient physical examination - 60 minutes Follow-up appointment - 10-15 minutes New patient visit - 30-45 minutes Emergency office visit - 15-20 minutes

What types of appointments typically require more time? 1) New patient visits 2) Blood pressure follow-ups 3) Sore throats 4) Physical exams

New patient visits Physical exams

Which scheduling feature allows patients to schedule themselves or request an appointment on the Internet? 1) Book scheduling 2) Telephone scheduling 3) Manual scheduling 4) Online scheduling

Online scheduling

Which of the following appointment scheduling systems allows patients to arrive at their own convenience with the understanding that they will be seen on a first-come, first-served basis? 1) Double booking 2) Cluster scheduling 3) Open-hours scheduling 4) Wave scheduling 5) Modified-wave scheduling

Open-hours scheduling

What are the 3 components to consider while scheduling? 1) Patient needs 2) Staff vacation requests 3) Physician's preference and habits 4) Available facilities 5) Facility closing hours

Patient needs Physician's preference and habits Available facilities

Which of the following is time-specified scheduling? 1) Several patients are scheduled at the same time, and the first to arrive is seen first. 2) Two or more patients are scheduled for the same appointment. 3) Patients arrive at the office in a steady stream all day at regular, specified intervals. 4) Patients who have similar appointments are grouped together.

Patients arrive at the office in a steady stream all day at regular, specified intervals.

A disadvantage of the wave scheduling system is that __________. 1) It assumes that two patients will actually be seen by the provider within the scheduled period 2) It does not allow flexibility to work with patients who arrive late for their appointments 3) It prevents the medical assistant from pulling the patient's charges before they arrive 4) Patients become annoyed or angry when they realize that they have appointments at the same time as other patients 5) Patients may have a considerable wait before seeing the provider

Patients become annoyed or angry when they realize that they have appointments at the same time as other patients

The practitioner has recommended that a patient have an annual physical to include a breast examination. What is the best way to help a patient remember to schedule next year's appointment? 1) Schedule the appointment before the patient leaves the office 2) Place the patient's name in a tickler file so when the time arrives, a form can be sent to remind the patient to call for an appointment 3) Give the patient a note when she leaves the office to remember to call in a year for an appointment 4) Call the patient to remind her to call you for an appointment 5) Tell the patient when she leaves the office to call in a year to schedule an appointment

Place the patient's name in a tickler file so when the time arrives, a form can be sent to remind the patient to call for an appointment

To schedule an appointment, what are the three major pieces of information needed from the patient? 1) Social Security number 2) Home address 3) Purpose of the visit 4) Telephone numbers 5) Full name

Purpose of the visit Telephone numbers Full name

Which of the following should be recorded next to a canceled or no-show appointment? 1) Reason for canceling 2) Patient's phone number 3) "NS" or "can" 4) Provider's signature 5) Initials

Reason for canceling "NS" or "can" Initials

Which of the following appointment reminders is best used for appointments that need to be scheduled 6 months to a year away from the patient's current appointment? 1) Reminder call 2) Superbill 3) Reminder mailing 4) Recall notice 5) Appointment card

Recall notice

Appointment reminders include appointment cards, reminder mailings, reminder calls, and __________. 1) Special appointments 2) Recall notices 3) Superbills 4) Referrals 5) Repeat visits

Recall notices

A medical assistant tells a patient that fasting prior to having blood drawn means __________. 1) Following a clear liquid diet for 24 hours before having blood drawn 2) Eating a diet low in carbohydrates and fats for 12 hours before having blood drawn 3) Refraining from eating and drinking anything, beginning the night before the blood is drawn 4) Avoiding food except liquids for 2 hours before having blood drawn 5) Eating and drinking as usual, but not taking medications prior to the test

Refraining from eating and drinking anything, beginning the night before the blood is drawn

Which appointment reminder is especially helpful for patients with a history of late arrivals or no-shows? 1) Reminder mailing 2) Appointment card 3) Recall notice 4) Superbill 5) Reminder call

Reminder call

For which type of appointment reminder does the patient self-address a card when leaving the office that is sent to the patient a week before the scheduled appointment? 1) Reminder call 2) Recall notice 3) Superbill 4) Reminder mailing 5) Appointment card

Reminder mailing

Which of the following should you do when scheduling a patient for a fasting procedure? 1) Avoid scheduling the patient in the morning. 2) Allow the patient to come at any time throughout the day for the procedure. 3) Tell the patient to eat breakfast and then have only liquids before the procedure. 4) Instruct the patient to eat and take all medications as usual. 5) Schedule the procedure as early in the day as possible.

Schedule the procedure as early in the day as possible.

What is the best way to deal with patients who are routinely late for their appointments? 1) Schedule all patients who are routinely late on the same day. 2) Charge them a fee for being late. 3) Notify them that they can no longer be seen. 4) Schedule them for an appointment toward the end of the day. 5) Tell them how rude and inconsiderate their behavior is.

Schedule them for an appointment toward the end of the day.

Which of the following are goals of an appointment scheduling system? 1) Downtime among office staff 2) Smooth flow of patients 3) Double-booking the provider to maximize time 4) Minimum waiting times

Smooth flow of patients Minimum waiting times

Yvonne had a cyst removed from her right hand three weeks ago. You scheduled her follow-up appointment for one week after the surgery, but she did not show up for the appointment. Today she called to say that the incision is red and oozing and has a foul smell. She thinks the surgeon "messed up" and is threatening a lawsuit. Which of the following statements applies in this situation? 1) The provider is not responsible because patients sign a form waiving their right to sue before the surgery is performed. 2) The provider is protected from legal action if a "no-show" was documented when Yvonne missed her follow-up appointment. 3) Yvonne can file a lawsuit against both the provider and the entire practice because her incision was not properly cared for. 4) The provider should ask Yvonne to come into the office so he can correct his error and avoid a lawsuit. 5) Yvonne may win the lawsuit if the incision turns out to be infected.

The provider is protected from legal action if a "no-show" was documented when Yvonne missed her follow-up appointment.

In order to schedule appointments efficiently, you must have a guideline of how much ______ visits are expected to take. 1) Time 2) Staff 3) Equipment 4) Money

Time

Which scheduling system assumes a steady stream of patients all day long at regular, specified intervals? 1) Wave 2) Open-hours 3) Modified-wave 4) Time-specified

Time-specified

The appointment scheduling system that assumes a steady stream of patients all day long at regular, specified intervals is __________. 1) Open-hours scheduling 2) Cluster scheduling 3) Time-specified scheduling 4) Computerized scheduling 5) Advance scheduling

Time-specified scheduling

Which of the following appointment scheduling systems is also called stream scheduling? 1) Modified-wave scheduling 2) Double-booking system 3) Time-specified scheduling 4) Combination scheduling 5) Wave scheduling

Time-specified scheduling

Identify the uses for an appointment book in an open-hours scheduling system. 1) To establish a matrix of when the physician is available to see patients 2) To record patients as they arrive, for legal reasons 3) To book patient appointments ahead of arrival time 4) To minimize wait time for patients

To establish a matrix of when the physician is available to see patients To record patients as they arrive, for legal reasons

What situations can result in the practitioner having large, unused gaps in the schedule? 1) Meetings and conferences 2) Underbooking and patient cancellations 3) The practitioner arriving late in the morning 4) Double-booking every other time slot 5) The practitioner spending too much time with each patient

Underbooking and patient cancellations

Match the terms related to schedule management with their definitions.

Walk-in - Patient who arrives at the office without an appointment Time-specified scheduling - Scheduling in which patients arrive at regular, specified intervals, assuring the practice a steady stream of patients throughout the day Underbooking - Leaving large, unused gaps in the doctor's schedule; this approach does not make the best use of the doctor's time No-show - Patient who does not call to cancel and does not come to an appointment Matrix - Basic format of an appointment book, established by blocking off times on the schedule during which the doctor is able to see patients

In which appointment scheduling system is the number of patients to be seen each hour calculated by dividing the hour by the length of the average visit? 1) Time-specified scheduling 2) Advance scheduling 3) Wave scheduling 4) Combination scheduling 5) Cluster scheduling

Wave scheduling

The appointment scheduling system that is based on the reality that some patients will arrive late and others will require more or less time than expected with the provider is __________. 1) Wave scheduling 2) Double-booking 3) Stream scheduling 4) Cluster scheduling 5) Time-specified scheduling

Wave scheduling

Which of the following scheduling systems works well in a large facility with several personnel to provide a large number of services? 1) Double-booking 2) Cluster scheduling 3) Wave scheduling 4) Open-hour scheduling

Wave scheduling

Match the abbreviations related to appointment scheduling with their definitions.

re - Recheck ref - Referral RS - Reschedule S/R - Suture removal surg - Surgery

The typical time allotted for a routine Pap smear and pelvic examination is __________. 1) 30 to 45 minutes 2) 5 to 10 minutes 3) 45 to 60 minutes 4) More than 60 minutes 5) 15 to 30 minutes

15 to 30 minutes

Few patients are willing to wait more than ______ minutes. 1) 30 2) 60 3) 15 4) 20

20

Most patients are willing to wait no more than __________ minutes to be seen by a medical provider. 1) 90 2) 30 3) 45 4) 20 5) 60

20

Generally speaking, a new patient visit should be scheduled in the appointment book or electronic schedule for how long? 1) 30 to 60 minutes 2) 45 to 60 minutes 3) 15 to 20 minutes 4) 30 to 45 minutes

30 to 45 minutes

Generally speaking, a new patient visit should be scheduled in the appointment book or electronic schedule for how long? 1) 30 to 60 minutes 2) 30 to 45 minutes 3) 45 to 60 minutes 4) 15 to 20 minutes

30 to 60 minutes

The typical amount of time for a complete physical examination is __________. 1) 15 to 20 minutes 2) 20 to 30 minutes 3) 90 minutes 4) 30 to 60 minutes 5) 10 minutes

30 to 60 minutes