CHAPTER 8 Patient Reception PROCEDURES

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1.Allow at least 15 to 30 minutes at the end of the day to close the office.

Closing the Office

10.Leave any instructions for nighttime cleaning personnel in a designated place.

Closing the Office

11.Activate the answering service before leaving. Know the name of the physician who is accepting emergency calls or is on call until morning. Remind the physician who is on call.

Closing the Office

12.Lock all doors except the one you will use to exit.

Closing the Office

13.Activate the security system if there is one. Turn off the lights per office policy.

Closing the Office

14.Lock the door after you exit. Take two steps away, then step forward again to double-check that the door is locked.

Closing the Office

2.Check all records used during the day for any orders that may have been missed.

Closing the Office

3.Check the appointment schedule and verify that there is an encounter form or posted visit for every patient that came in. Make a list of no-shows and cancellations that did not reschedule.

Closing the Office

4.Balance the cash box in the presence of another staff member. Ensure that the total amount of cash and checks matches the amounts recorded by the computer system. Prepare a deposit of the day's receipts. Place the deposit in the office safe unless you will make the bank deposit on your way home. It is wise to have the person designated to make the daily bank deposit vary the time of deposit. Many offices now use a courier for this task. For purposes of accounting controls, the person preparing the bank deposit and the person actually making the deposit should be different. Both people should be bonded.

Closing the Office

6.Lock all files and file rooms, physician offices, and other individual offices within the medical practice.

Closing the Office

7.Turn off electrical equipment and appliances. Note: Some equipment, such as incubators, fax machines, and computers, may require 24-hour operation. Check with your supervisor regarding the special requirements of your office.

Closing the Office

8.Check all examination rooms to make sure they are clean and supplied for the next day. Note: This step may be done by the medical assistant who was in charge of rooming patients that day.

Closing the Office

9.Straighten the reception room. Put away all magazines and pick up any toys.

Closing the Office

8.Generate a receipt for the patient showing today's visit and the amount paid. Patients paying with a credit card should receive two receipts, one from the credit card terminal that documents the charge to their card and one from the patient's financial account showing the amount posted to the account.

Collecting Copayments

9.Thank the patient for the payment and give instructions on what to do next, such as, "Thank you. You may have a seat and someone will call you back in a few minutes, when the doctor is ready to see you."

Collecting Copayments

Access the patient's computerized or paper-based financial account.

Collecting Copayments

Computer or ledger card

Collecting Copayments

Look up the amount of the copay for the type of visit the patient has scheduled. Some insurance plans have different copays for different types of visits. The copay for a preventive care visit may be $0 and the copay for a problem-oriented visit $10 or $20.

Collecting Copayments

Say to the patient, "Your copay today is $__________. How would you like to make payment? We accept cash, check, credit, or debit card."

Collecting Copayments

Verify that the insurance information on file is current, or obtain updated insurance card and policy information.

Collecting Copayments

Verify the patient's identity.

Collecting Copayments

Communication Skills

Good communication requires listening to what others are saying, understanding their needs, and responding in a helpful and non-defensive manner.

Maintaining the Reception Area

Neatness Cleaning Furniture Placement Children's Area Television Lost and Found

Arrive at least 30 minutes before the first scheduled appointment.

Opening the Office

Check for cleanliness and report inadequate housekeeping services.

Opening the Office

Check magazines, and recycle any that are torn, damaged, or outdated.

Opening the Office

Check that the heating or air conditioning and computers are working properly.

Opening the Office

Check the reception room for safety hazards such as frayed electrical cords, a slippery floor, or torn carpeting. Place a warning sign near any safety hazard, and report it immediately to the office manager.

Opening the Office

Make phone calls to gather any laboratory test information that is missing from any patient's record. Provide the physician(s) and nurse(s) with a copy of the list of any laboratory test information that you have called for but have not yet received.

Opening the Office

Print the day's patient schedule and place it on the physician's desk or other designated area.

Opening the Office

Queue up each physician's appointment schedule on the appropriate computer device and verify that electronic charts for scheduled patients are accessible. Verify that all paper charts have been pulled and collated, together with a printout of each physician's master appointment list, if using paper records. If a patient has been added to the schedule after the records were pulled, pull, review, and add this patient's record to the other records.

Opening the Office

Take calls from the answering machine or faxes that may have come in from the answering service. Handle any that need immediate attention.

Opening the Office

Turn on office equipment such as computers, copiers, printers, and fax machines. Fill all machines with paper.

Opening the Office

Turn on the lights in the patient reception area before the first patient arrives.

Opening the Office

Unlock any money that may be used for the day. Count and balance the money to make sure that the amount is the same as it was when closing the office the day before.

Opening the Office

Unlock file rooms or cabinets where records are kept.

Opening the Office

Unlock the outer office door.

Opening the Office

DAILY WORK FLOW OF THE OFFICE

Opening the Office -Preparing Office Equipment -Managing Patient Records Checking In Patients -Greeting Patients -Signing In -Tracking Appointment Status

Computer and possibly online access

electronic health records:

Obtain and record the following information from the patient: Registering a New Patient

•Full name spelled correctly •Date of birth •Home address, including zip code •Telephone number, including area code •Cell phone number, including area code •Marital status •Employer •Employer address •Employer telephone number •Social Security number •Insurance information, including group number •Insurance subscriber's name •Insurance copayment amount (Photocopy both sides of the insurance card) •Name of the guardian, if applicable •Name of the person responsible for payment •Address of the person responsible for payment •Telephone number of the person responsible for payment •Photocopy of the patient's photo ID, such as a driver's license or military ID

Communicating with Physically Challenged Patients

- Treat these patients with respect and friendliness given to all patients while also being sensitive to any challenges - If the patient is accompanied by a family member or companion, communicate directly with the patient by looking him/her in the eye and addressing him/her as "you". Avoid looking only at the family member and referring to the patient in the third person as "him" or "her" •Face the patient when you are speaking. •Speak slowly and clearly. •Do not raise your voice. •Offer a pen and piece of paper if the patient requests them. •Provide any further assistance the patient requests.

personal appearance

-Careful grooming, good hygiene, and appropriate dress must be observed, because the medical receptionist's physical appearance also reflects on the entire office. -In most offices, the clinical staff members all wear uniforms of the same type or color, which may consist of scrubs-type pants and top with a lab coat Colors and patterns of uniforms are usually determined by the managers of the practice. Shoes must be closed-toe for safety reasons it must be clean and skid resistant. -Hygiene, at a minimum, consists of daily bathing, use of a deodorant without a strong scent, good oral care, and clean, well-pressed clothing. Hairstyles and jewelry worn reflect professionalism, as should makeup Long hair should be worn tied back and off the shoulders. Nails should be well trimmed, and only clear polish should be used. No perfumes should be worn,

Telephone Etiquette

-Pick up by the third ring - smile -Speak slowly in a clear voice Ex: "Thank you for calling Pearson Clinic. This is Janet. How may I help you today?" -Identify yourself by name -Busy with another?: take a message, tell them when you will return the call promptly. Ex: "May I call you back with the information or would you prefer to hold?" - no longer than one minute -Use caution and speak in a quiet voice when mentioning another patient's name over the telephone around other staff for confidentiality.

bank deposit forms and envelope/pouch

Checklist of office closing

office keys for rooms and files

Checklist of office closing

master lists of scheduled patients

Checklist of opening office

message forms or pads

Checklist of opening office

office keys for rooms and files

Checklist of opening office

a.If the patient pays in cash, count the money to be certain it is the correct amount. If the patient requires change, lay the patient's payment next to the cash box, remove the amount of change, and count it out to the patient. After the patient accepts the change, place the original money in the cash box. Enter the payment amount and form of payment (cash) on the patient's financial record.

Collecting Copayments

b.If the patient pays by check, verify that the name and address on the check are correct. Verify that the payment amount is correct and that the check has been signed. Some offices allow the patient to leave the Pay To field blank, then use a rubber stamp to apply the office's name in the appropriate place. Enter the payment amount, form of payment (check), and check number on the patient's financial record. Place the check in the cash box or other designated place.

Collecting Copayments

c.If the patient pays by credit or debit card, verify that the name on the card is correct. Ask the patient if he or she prefers to use debit or credit. Swipe the card in the credit card terminal, select debit or credit, and enter the payment amount. Follow instructions for your specific terminal to complete the transaction. Patients paying by debit need to enter their PIN number. Ask the patient to sign the electronic signature pad or paper slip. If required by your system, verify the last four digits of the card number and the three-digit security code on the back of the card. Enter the payment amount, form of payment (credit or debit card), and credit card transaction number on the patient's financial record. Place the charge card receipt in the cash box or other designated place.

Collecting Copayments

cash box

Collecting Copayments

credit card terminal

Collecting Copayments

Check in patients