CMA--Chapter 9: Scheduling Appointments and Patient Processing & Chapter 19: Medical Practice Marketing & Customer Service

No-show

a person who fails to keep an appointment without giving advance notice.

Who is an individual that represents the patient when making his or healthcare decisions? A. liaison B. physician C. a friend D. advocate

advocate

(9--#14) Any ___________ offered to a patient should be within the provider's orders, so make sure that a beverage with sugar is not offered to a diabetic

amenity

Cost Benefit Analysis

an assessment that weighs the benefit of attracting patients against the cost required

Proficiency

competency as a result of training or practice

Which method of appointment scheduling is most unsatisfactory to patients? A. wave B. tidal C. scheduling software D. double wave booking

double wave booking

(9--#15) Employees prefer to work in an office with a __________ environment

harmonious

(9--#1) Angela arranged for a short time _________ between Dr. Patrick's speaking engagement and his first afternoon appointment so that he would have time for lunch

interval

All documents in the medical office must be legible because they are medical and _______ documents A. patient B. physician C. legal D. permanent

legal

Another name for software appointment scheduling is? A. waves scheduling B. manual C. practice management software D. paper pen

practice management software

(9--#3) Olivia realized that she needed to take a ___________ medical terminology course before she could register for anatomy and physiology

prerequisite

(19--#7) The groups of people most likely to need the medical services the practice offers is?

target marketing

(19--#4) Video-conferencing technology that enables the delivery of quality healthcare at a distance is?

telemedicine

Target market

the groups of people most likely to need the medical services the practice offers

Interaction

the interplay that occurs when the effect of one factor (such as environment) depends on another factor (such as heredity)

(19--#13) T/F: Marketing can be expensive and ineffective at increasing patient traffic if it is not planned well

true

(19--#17) T/F: The medical assistant should maintain a current list of community resources to assist patients in meeting their healthcare needs

true

(19--#27) Name 5 examples of possible strengths a healthcare practice may have over its competitors

-- reduced patient wait times -- advanced medical technique and health information technology -- flexible appointment hours -- patient information web portals -- E-prescribing

(19--#28) Provide 5 examples of community involvement that may help a medical practice grow

-- sponsored local 5k runs -- partner with farmers market -- local free screenings at health fairs -- sponsor specific charities annually -- distribute brochures and pamphlets at public events

(19--#30) What can a healthcare facility do if it receives bad press?

--post an apology statement --community participation --hire a public relations consultant

If a patient is waiting in the reception area for longer than ______ minutes, he or she should be offered an option to reschedule the appointment. A. 30 B. 10 C. 60 D. 15

15 minutes 15 minutes should be the max wait time for scheduled appointments before asking the patient if he or she prefers to reschedule

Site map

a list of the pages in a website; also referred to as a site index

Perception

a quick, acute, and intuitive cognition; a capacity for comprehension

Incidental Discolure

a secondary use or disclosure that cannot reasonably be prevented, is limited in nature, and occurs because of another use or disclosure that is permitted

(19--#9) An individual who represents the patient when healthcare decisions are made is?

advocate

Liaison

an individual assigned to communicate between multiple parties when the financial responsibilities of a deceased patient's estate are settled

Advocate

an individual who represents the patient when healthcare decisions are made

Blog

an online journal that providers can use to share their experiences in caring for patients

Disruption

an unexpected event that throws a plan into disorder; an interruption that prevents a system or process from continuing as usual or as expected.

(19--#8) An online journal that providers can use to share their experiences in caring for patients is?

blog

(19--#12) An assessment that weighs the benefit of attracting patients against the cost required is?

cost-benefit analysis

(9--#13) ___________ information includes the patient's address, insurance information, and e-mail address

demographic

(19--#24) What can a healthcare facility do to determine their target market?

determine who will need the medical procedures and services the healthcare facility offers

(9--#6) A patient for a neighboring clinic caused a ___________ in the hallway as he left because he disagreed with a billing statement

disruption

When a patient calls to cancel his or her appointment, what is the first thing the medical assistant should do after rescheduling? A. call the patient's wife B. call the pharmacist C. tell the physician D. document in the chart

document in the chart

(9--#7) ___________ __________ are those who have been seen as patients in the clinic more than once

established patients

(19--#14) T/F: Every dollar spent on marketing will greatly increase patient traffic to the healthcare facility

false

(19--#15) T/F: Customer service is only important when the patient is in the healthcare agency

false

(19--#16) T/F: The healthcare facility website traffic should be monitored only during the first three months after the website is created

false

(9--#16) Dr. Lawson has a __________ desire to serve her patients and promote wellness

fervent

What measure is one of the best ways to retain patients and ensure patient loyalty in the medical practice? A. high quality customer service B. coffee and cookies in the waiting room C. social media interaction D. good website that is easy to navigate

high quality customer service

(19--#6) Words or graphics on a webpage that, when clicked, take the viewer to another page or another website is?

hyperlinks

(9--#17) A secondary use of health information that cannot be reasonably prevented is an __________ __________.

incidental disclosure

(9--#9) Cooperation and willingness to help other staff members are a __________ part of the success of a practice

integral

(9--#8) The ___________ among the staff at Dr. Wykowski's office has become strained since the office manager was terminated

interaction

(9--#10) Dr. Raleigh installed an _________ system so that he could speak to the medical assistants in front and back offices from the examination rooms

intercome

Social media

internet-sponsored, two-way communication between individuals, individuals and businesses, or between businesses

(19--#2) An individual assigned to communicate between multiple parties when the financial responsibilities of a decreased patient's estate are settled is?

liaison

(19--#1) What is the process of informing the local community of the medical procedures and services the healthcare practice provides?

marketing

(9--#5) Before using an appointment book, establish the _______ by marking all times that the provider is unavailable so that patients will not be scheduled during those times

matrix

When using a _______ to set up an appointment book, the days and hours the physician is available are left open, and times the office is closed are blocked off to ensure appointments are scheduled only when the physician is available A. matrix B. wave set C. tickler D. reminder

matrix

(19--#23) What is meant by "reaching the target market"?

means that the targeted groups are made aware of the healthcare practice and what it has to offer

(9--#4) A patient who does not come to his or her scheduled appointment is considered a _________ and must have this documented in the health record and in the appointment book

no-show

Which refers to a patient who does not arrive for his or her scheduled appointment or calls to change the date and time? A. rescheduled B. documented C. late show D. no-show

no-show

(19--#5) A person who identifies patients' needs and barriers and assists by coordinating care and identifying community and healthcare resources to meet the needs is?

patient navigator

Established Patients

patients who are returning to the office who have previously been seen by the physician

(9--#11) Medical assistants must be aware of the ________ patients have of the office staff and take steps to ensure that it is a positive one

perception

(9--#18) Medical assistants may find it helpful to write a patient's name using ________ spelling to remember its pronunciation

phonetic

(9--#2) Gayle gained ________ in computers by taking Saturday classes on the newest software

proficiency

(19--#29) What is the difference between advertising and public relations?

public relations relies more on news broadcasts, reports, magazines, newspaper articles, blogs and radio reports to reach audience advertising involves creating or changing attitudes, beliefs, and perceptions by influencing people with visual effects

(19--#25) What information should be kept in a spreadsheet file to determine the demographics of a practice's current patients?

reason for visit, patient age, zip code, gender, marital status, kids age, how the patient found out about the healthcare facility

Why is the time a physician spends with a patient taken into consideration by the insurance company? A. diagnosis B. procedure C. reimbursement D. preparation

reimbursement

A process to prioritize urgent matters and also respect the needs and time of the provider is known as? A. diagnosis B. screening C. procedure D. appointments

screening

(9--#12) Susan filed the laboratory reports in ___________ order

sequential

(19--#11) A list of all webpage links on a website is a?

site map

An organized _______ will make a website easier and friendlier for followers A. motivation B. attitude C. site map D. youtube

site map

(19--#3) Internet-sponsored, two-way communication between individuals, individuals and businesses, or between businesses is?

social media

Which describes a two-way communication between the healthcare facility and the consumer where promotion of the business takes place and consumers can respond positively and negatively? A. video chat B. social media C. website D. e magazine

social media

Practice Management Software

software that stores patient information for use in billing, scheduling, patient calls, and registration

Prerequisite

something that is necessary to end or to carry out a function

Integral

space of time between events

Demographics

statistical data relating to the population and particular groups within it. in healthcare this is includes patient name, address, DOB, employment and other details

Of all appointment scheduling methods the ______ method is more efficient for both patients and the physician or provider. A. double wave booking B. scheduling software C. wave D. tidal

wave scheduling

Intercom

A two-way communication system with a microphone and loudspeaker at each station for localized use.

Notice of Privacy Practices (NPP)

A written document detailing a health care provider's privacy practices.

(19--#18) Because the medical practice is a business, A. new patients are needed to keep the business open long term B. the medical practice must charge their patients high prices to stay open C. only interact with patients when they are in the healthcare agency D. all extra funds should be spent on marketing

A. new patients are needed to keep the business open long term

When looking for graphics, the index file will be saved as what kind of file? A. GIF B. COM C. JPG D. WEB

GIF

Sequentially

Of, relating to, or arranged in a sequence.

Expediency

A means of achieving a particular end, as in a situation requiring haste or caution.

Patient-Centered medical home (PCMH)

A model philosophy intended to improve the effectiveness of primary care. This approach is promoted by the National Committee for Quality Assurance (NCQA).

Automatic Call Routing

A software system that answers phones automatically and routes calls to staff after the caller responds to prompts; also used to call a large number of patients to remind them of appointments or make announcements.

Screening

A system for examining and separating into different groups; in the medical office, it means determining the severity of illness that patients experience and prioritizing appointments based on that severity.

Patient navigator

A person who identifies patients' needs and barriers and assists by coordinating care and identifying community and healthcare resources to meet the needs.

Precertification

A process required by some insurance carriers in which the provider must prove medical necessity before performing a procedure.

Preauthorization

A process required by some insurance carriers in which the provider obtains permission to perform certain procedures or services or refers a patient to a specialist.

Recheck appointment

An appointment type used when a patient needs to see the provider after a condition should have been resolved or to monitor an ongoing condition, such as hypertension. Also known as a follow-up appointment.

Follow-up Appointment

An appointment type used when a patient needs to see the provider after a condition should have been resolved or to monitor an ongoing condition, such as hypertension. Also known as a recheck appointment.

(19--#22) Telemedicine is a reference of what primary healthcare goal? A. to recommend patients to community resources B. to meet the needs of patients in rural areas C. to provide patient care through social media D. to provide patient care for those without health insurances

B. to meet the needs of patients in rural areas

(19--#21) The goal of the patient-centered medical home (PCMH) is to: A. improve customer service at healthcare facilities B. recommend patients to community resources C. improve the effectiveness of primary care D. evaluate the effect health insurance coverage has on patient quality of life

C. improve the effectiveness of primary care

Phonetic

Constituting an alteration of ordinary spelling that better represents the spoken language, uses only characters of the regular alphabet, and is used in a context of conventional spelling.

(19--#20) A simple website should have all the following elements: A. contact us form B. about us C. patient testimonials D. all of the above

D---all of the above

(19--#19) Which of the following marketing strategies costs the least? A. a magazine ad B. yearly checkup mailers C. public open house D. managing a social media site

D. managing a social media site

Harmonious

Marked by accord in sentiment or action; having the parts agreeably related.

Progress notes

Notes used in the patient chart to track the progress and condition of the patient.

(19--#10) A model philosophy intended to improve the effectiveness of primary care. This approach is promoted by the National Committee for Quality Assurance (NCQA). What is it?

PCMH

(9--#19) What three items must be considered when scheduling appointments?

Patient needs, provider preference, and available facilities

(19--#26) What does the acronym SWOT stand for? What is this tool used for?

S-- strengths W--weakness O-- opportunities T-- threats this tool evaluates how economic forces affect the healthcare facility internally and externally

Amenity

Something conductive to comfort, convenience, or enjoyment.

Matrix

Something in which a thing originates, develops, takes shape, or is contained; a base on which to build.

Telemedicine

Video-conferencing technology that enables the delivery of quality healthcare at a distance.