Scheduling Chapter 16
Steps for reserving an operating room in order, with the first step on top. - Relay any requests from the doctor, such as blood type and units of blood needed. - Make sure all health insurance requirements are met and copies are filed appropriately. - Provide all relevant patient information - Give preferred date and times, the type of surgery, and the length of time the doctor will need the operating room. - Be sure the patient receives all necessary instructions and information.
1. Give preferred date 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 the patient receives all necessary instructions and information.
Steps for scheduling outpatient surgical appointments in order, with the first step on top. - Confirm the appointment date and time prior to hanging up. - Obtained detailed information about the procedure and patient information from the patient's medical record. - Provide the patient with written instructions from the physician and information obtained while booking the appointment. - Inquire as to any preprocedure testing that may need to be done and patient preparation required. - Give the scheduler the patient's name, address, phone number, DOB, gender, and insurance information to the surgical centers. - Call the appropriate surgery center at the requested facility, and identify the procedure you need to schedule and preferred dates.
1. Obtained 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 centers. 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.
Steps for making appointment confirmation calls in order, with the first step on top. - Starting with the first appointment of the day, call the patient listed. - Ask for the patient, and give your name and the name of the practice and state that you are confirming the patient's appointment. - Remind the patient of special instructions regarding the appointment.
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.
Steps for receiving e-mail scheduling in order, with the first step on top. - The patient signs up to receive e-mail communication. - An automatically generated reminder goes out to the patient when the appointment is approaching. - The patient may request an appointment as long as it is not needed immediately. - The patient is assigned a password by the office. - The office returns a confirmation e-mail of the scheduled appointment.
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.
Steps for scheduling an appointment in order, with the first step on top. - establish the type of appointment required by the patient. - Consult the template for the amount of time requires for the appointment - When possible, schedule appointments earlier in the day first and them move to later time frames - Enter the patient's name, phone number, and reason for appointment in the time slot. - Repeat the appointment information to the patient, giving any necessary instruction regarding preparation for the appointment.
1. establish the type of appointment required by the patient. 2. Consult the template for the amount of time requires for the appointment 3. When possible, schedule appointments earlier in the day first and them 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 instruction regarding preparation for the appointment.
Follow-up appointment time:
10-15 min
Suture removal time:
10-20 min
Prenatal examination time:
15 min
Emergency office visit time:
15-20 min
Pelvic exam and Pap smear time:
15-30 min
Minor in-office surgery time:
30 min
New patient visit time:
30-45 min
Walk-in
A patient who arrives without an appointment.
No-show
A patient who does not call to cancel and does not come to an appointment.
Modified-wave scheduling
A scheduling system similar to the wave system, with patients arriving at planned intervals during the hour, allowing time to catch up before the next hour begins.
Open-hours scheduling
A system of scheduling in which patients arrive at the doctor's office at their convenience and are seen on a first-come, first-served basis.
double-booking system
A system of scheduling in which two or more patients are booked for the same appointment slot, with the assumption that both patients will be seen by the doctor within the scheduled period.
Timer-specified scheduling
A system of scheduling where patients arrive at regular, specified intervals, ensuring the practice a steady stream of patients throughout the day.
Few patients are willing to wait more than ______ minutes. Multiple choice question. A. 20 B. 30 C. 15 D. 60
A. 20
To decrease the number of no-show patients, appointment confirmation calls should be made within what time frame before the appointment? A. 24-48 hours B. The night before C. 3-4 days D. 2-3 hours
A. 24-48 hours
Which factors should be considered when choosing a meeting site? A. Adequate size of room B. Sufficient parking C. Valet parking D. Food services E. Room service
A. Adequate size of room B. Sufficient parking D. Food services
In which type of scheduling are patients booked weeks or months in advance, such as for annual gynecologic examinations? A. Advance scheduling B. Modified-wave scheduling C. Combination scheduling D. Cluster scheduling
A. Advance scheduling
If seeing an emergency patient causes a delay to the physician's schedule, what should you do? A. Allow patients the opportunity to reschedule their appointments if they are unable to wait. B. Avoid going into the waiting room until it is time to see the patients who are waiting. C. Share the details of the emergency so the patients who are waiting will be more understanding. D. Tell the patients who are waiting that the provider was late returning from lunch. E. Tell the patients who are waiting there has been an emergency.
A. Allow patients the opportunity to reschedule their appointments if they are unable to wait. E. Tell the patients who are waiting there has been an emergency.
Which of the following are appropriate ways of dealing with a walk-in patient? A. Allow the patient to see a PA or an NP, if available. B. Politely ask the patient to call to schedule appointments in the future. C. Request an ambulance to transport all emergency walk-ins to a hospital for care. D. Find a way to accommodate all walk-in patients into the schedule. E. Post a sign in the check-in area stating if the practice has a no walk-in policy.
A. Allow the patient to see a PA or an NP, if available. B. Politely ask the patient to call to schedule E. Post a sign in the check-in area stating if the practice has a no walk-in policy.
Which of the following are flexibilities allowed by wave scheduling? A. Appointments that require more time than anticipated B. Offices that have limited staff available C. Office staff to get behind schedule D. Patients who miss appointments
A. Appointments that require more time than anticipated D. Patients who miss appointments
What are the 3 components to consider while scheduling? A. Available facilities B. Facility closing hours C. Staff vacation requests D. Patient needs E. Physician's preference and habits
A. Available facilities D. Patient needs E. Physician's preference and habits
Which of the following should be done when choosing referral names of either physicians or facilities? A. Be sure that all of the paperwork required by the insurance company has been completed. B. Have the provider call the referring physician for approval. C. Have the patient call to speak to a customer service representative. D. Be sure that the facility accepts the patient's insurance.
A. Be sure that all of the paperwork required by the insurance company has been completed. D. Be sure that the facility accepts the patient's insurance.
Which of the following should be done when arrangements for an outside appointment have been made? A. Be sure the patient understands any preprocedure instructions. B. Provide the patient with post-procedure instructions. C. Provide the patient with written instructions. D. Inform the provider of the preprocedure instructions.
A. Be sure the patient understands any preprocedure instructions. C. Provide the patient with written instructions.
When a patient calls to reschedule an appointment, when is it appropriate to write "cancel" and cross out the original appointment? A. Before entering the rescheduled appointment B. When the patient arrives to the rescheduled appointment C. After entering the rescheduled appointment D. When the original appointment time has passed
A. Before entering the rescheduled appointment
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? A. Block off 2 hours in the appointment book B. Don't schedule any appointments the entire morning C. Block off 30 minutes in the appointment book D. Schedule patients and let them know they will have to wait
A. Block off 2 hours in the appointment book
Which of the following problems is eliminated by an open-hours scheduling system? A. Broken appointments B. Increased possibility for downtime D. Medical assistants' ability to retrieve charts before patients arrive D. Long wait times
A. Broken appointments
Which of the following materials are needed to schedule an outpatient surgical procedure? A. Calendar B. Telephone C. Patient medical record D. Insurance name E. Pencil F. Pen
A. Calendar B. Telephone C. Patient medical record F. Pen
What are some outside appointments that might be necessary? A. Consultation with other physicians B. X-rays C. Physical examination D. Prescription pickup E. Laboratory work
A. Consultation with other physicians B. X-rays E. Laboratory work
In wave scheduling, how is the number of patients to be seen each hour determined? A. Divide the hour by the length of the average visit. B. Divide the hour by the number of patients requesting appointments. C. The number of patients varies based on patients' needs. D. Determine the number by consulting the physician for availability.
A. Divide the hour by the length of the average visit.
What are possible actions when a patient misses an appointment? A. Document the no-show and inform the physician. B. Continue to call the patient until the patient reschedules the appointment. C. Remove the patient from the practice. D. Send out a form letter to the patient.
A. Document the no-show and inform the physician. D. Send out a form letter to the patient.
What is the correct procedure if a patient cancels an appointment? A. Draw a single line through the patient's name in the appointment book. B. Do not change the appointment book, but notify the provider of the change in the schedule. C. Erase the patient's appointment in the appointment book. D. Write "canceled" in the appointment book.
A. Draw a single line through the patient's name in the appointment book. D. Write "canceled" in the appointment book.
In a paper scheduling format, how is it indicated that a time slot is unavailable? A. Draw an "X" through unavailable time slots. B. Color in unavailable time slots with black ink. C. Draw two red lines through unavailable time slots. D. Remove unavailable time slots from the schedule.
A. Draw an "X" through unavailable time slots.
Which type of appointments cause the schedule to run behind because they have to be squeezed in? A. Emergency B. Rescheduled C. Canceled D. Referral
A. Emergency
Which of the following actions should a medical assistant take if a patient calls with an emergency? A. Have the patient come in right away for a non-life threatening emergency B. Cancel appointments to fit in the emergency patient C. Advise the patient to call 911 for a life-threatening emergency D. Set up the next available appointment for the patient
A. Have the patient come in right away for a non-life threatening emergency C. Advise the patient to call 911 for a life-threatening emergency
Where is a reminder mailing placed after being addressed, depending on how far in the future the appointment is? A. In the tickler file under the day when it should be sent B. In the tickler file under the day of the appointment C. In the patient's medical record D. In the outgoing mail to be sent to the patient
A. In the tickler file under the day when it should be sent D. In the outgoing mail to be sent to the patient
What should be documented in a patient's chart after scheduling an outside appointment? A. Instructions provided to the patient B. Cost of the procedure C. Supplies and equipment required for the procedure D. Date and time of the procedure
A. Instructions provided to the patient D. Date and time of the procedure
Which of the following is an advantage of open-hours scheduling? A. It eliminates problems caused by broken appointments. B. Medical assistants cannot retrieve patients' charts before they arrive. C. It creates long wait times. D. It creates inefficient downtime if there are no patients in the office.
A. It eliminates problems caused by broken
Which of the following are characteristics of modified-wave scheduling? A. Less time-consuming appointments are scheduled in 10- to 20-minute time slots. B. It allows time for catching up before the next hour begins. C. More time-consuming appointments are scheduled in 10- to 20-minute time slots. D. Appointments that are expected to require more time are scheduled at the beginning of the hour. E. Appointments that are expected to require more time are scheduled toward the end of the hour.
A. Less time-consuming appointments are scheduled in 10- to 20-minute time slots. B. It allows time for catching up before the next hour begins. D. Appointments that are expected to require more time are scheduled at the beginning of the hour.
Which audiovisual equipment may need to be arranged when planning a meeting? A. Microphone B. Podium C. Seating D. Projector E. Tables
A. Microphone B. Podium D. Projector
Which of the following is a meeting report that documents who was present, what happened, and what was discussed and decided at the meeting? A. Minutes B. Transcriptions C. Seconds D. Dictations
A. Minutes
In which scheduling system can multiple patients be scheduled at planned intervals during the first half hour, leaving the second half hour unscheduled? A. Modified-wave B. Open-hours C. Wave D. Double-booking
A. Modified-wave
Before calling to schedule an outpatient procedure, which types of information should the medical assistant have on hand? A. Name of the procedure B. Diagnosis C. Patient's medical record D. Patient's Social Security number E. Emergency contact information
A. Name of the procedure B. Diagnosis C. Patient's medical record
Who should receive copies of the itinerary when a physician must travel? A. Office personnel B. Patients C. Hotel representatives D. Physician E. Airline personnel
A. Office personnel D. Physician
Why is it preferred to schedule appointments earlier in the day? A. Open appointments later in the day allow space for unexpected appointments. B. Open appointments late in the day allow time to meed with pharmaceutical representatives. C. Open appointments early in the day allow space for walk-in appointments. D. Open appointments later in the day allow office staff to go home earlier.
A. Open appointments later in the day allow space for unexpected appointments.
Which procedure is used to schedule more patients than can reasonably be seen in the time allowed? A. Overbooking B. Underbooking C. Double-booking D. Efficient scheduling
A. Overbooking
What are the three major pieces of patient information that should be obtained when scheduling an appointment? A. Patient phone number B. Patient name C. Reason for visit D. Social security number E. Patient address
A. Patient phone number B. Patient name C. Reason for visit
What types of appointments typically require more time? A. Physical exams B. Blood pressure follow-ups C. New patient visits D. Sore throats
A. Physical exams C. New patient visits
Which of the following types of information should be on a patient's appointment reminder card? A. Provider's name B. Diagnosis C. Patient's address D. Amount owed to the practice E. Appointment time F. Appointment date
A. Provider's name E. Appointment time F. Appointment date
Which of the following is the best way to prevent patients who are routinely late for appointments from disrupting the appointment schedule? A. Schedule them toward the end of the day. B. Discharge them from the practice C. Schedule them first thing in the morning. D. Only allow them to schedule within 48 hours
A. Schedule them toward the end of the day.
Which of the following would be blocked off on an appointment schedule because the doctor is unavailable? A. Scheduled meetings B. Hospital rounds C. Surgery D. Vacation days E. Holidays F. Lunch G. Time for paperwork H. Phone calls
A. Scheduled meetings B. Hospital rounds C. Surgery D. Vacation days E. Holidays F. Lunch
Which of the following would typically be blocked off on an appointment schedule because the doctor is unavailable? A. Surgery B. Expecting a phone call C. Patient appointments D. Vacation days and holidays E. Outside of office hours F. Hospital rounds G. Lunch H. Scheduled meetings
A. Surgery D. Vacation days and holidays F. Hospital rounds G. Lunch H. Scheduled meetings
Why should the physician be informed when a patient has missed an appointment? A. The condition may require an appointment. B. The physician may want you to call with a polite reminder. C. The physician may need to make a house call. D. Legal issues may arise.
A. The condition may require an appointment. B. The physician may want you to call with a polite reminder. D. Legal issues may arise.
Which of the following are common procedures for scheduling pharmaceutical representatives? A. The doctor may set aside certain times or days during the week to meet with representatives. B. Schedule the representative for an appointment with the physician during one of the times reserved for meeting with patients. C. Have the representative leave a business card with product information, and the physician will arrange an appointment if interested. D. Give the representative the physician's business card and ask the representative to contact the physician to arrange a meeting. Need help? Review these concept resources.
A. The doctor may set aside certain times or days during the week to meet with representatives. C. Have the representative leave a business card with product information, and the physician will arrange an appointment if interested.
Which of the following are disadvantages of open-hours booking? A. There is a possibility that no patients at the office at a given time. B. Patients do not get the proper care. C. Few patients can be seen in a day. D. Charts cannot be pulled in advance.
A. There is a possibility that no patients at the office at a given time. D. Charts cannot be pulled in advance.
Which of the following are true of scheduling patients with diabetes? A. These patients must eat meals and snacks at regular times. B. These patients should be scheduled for late morning. C. Patients should be scheduled at times when they would normally eat a meal or snack. D. Use extra consideration when scheduling appointments.
A. These patients must eat meals and snacks at regular times. D. Use extra consideration when scheduling appointments.
Which of the following are ways to obtain authorization for a referral? A. Through an area of the insurance carrier's website B. Through an e-mail request from the provider to the insurance company representative C. By making a phone request and speaking to a customer service representative D. By filling out a specific paper referral form
A. Through an area of the insurance carrier's website C. By making a phone request and speaking to a customer service representative D. By filling out a specific paper referral form
Identify the uses for an appointment book in an open-hours scheduling system. A. To record patients as they arrive, for legal reasons B. To book patient appointments ahead of arrival time C. To establish a matrix of when the physician is available to see patients D. To minimize wait time for patients
A. To record patients as they arrive, for legal reasons C. To establish a matrix of when the physician is available to see patients
Which of the following are strategies that patients sometimes use to avoid waiting at the medical office? A. Walking in without an appointment and expecting to be seen B. Deliberately arriving after a scheduled appointment time C. Arriving earlier at an appointment in hope of being seen sooner D. Canceling an appointment at the last minute E. Arriving at an appointment exactly on time
A. Walking in without an appointment and expecting to be seen B. Deliberately arriving after a scheduled appointment time C. Arriving earlier at an appointment in hope of being seen sooner
When scheduling appointments that require a patient to fast, be sure to inform the patient of which of the following? A. When fasting should start B. That the patient should refrain from eating but may drink fluids C. That the test may not be completed if the patient does not fast D. The types of foods the patient may eat before the test
A. When fasting should start D. The types of foods the patient may eat before the test
If a patient has to cancel an appointment, which of the following are appropriate responses? A. Would you like to reschedule? B. Thank you for calling. C. Can I refer you to another physician? D. Why are you canceling? E. It is not in your best interest to cancel.
A. Would you like to reschedule? B. Thank you for calling.
Scheduling all patients on Wednesdays for wellness checkups is an example of ______ scheduling. A. categorization B. combination C. advance D. cluster
A. categorization D. cluster
Being able to access an appointment schedule from multiple areas in the office is an advantage of ______ scheduling. A. computerized B. paper C. book D. emergency
A. computerized
Purposely scheduling 2 or more patients in the same time slot is known as A. double-booking. B. time-specified scheduling. C. stream scheduling. D. open-hours scheduling.
A. double-booking.
The best appointment times for ______ patients are early in the day. A. fasting B. elderly C. walk-in D. new
A. fasting
Wave scheduling has the ______ to allow for appointments that require more time than anticipated or for patients who miss appointments. A. flexibility B. inability C. rigidity D. failure
A. flexibility
An ______ is a detailed travel plan, listing dates and times of flights and events, locations of meetings and lodgings, and telephone numbers. A. itinerary B. appointment matrix C. agenda D. outline
A. itinerary
Management consultants suggest that a schedule be written in blue ink because it is a ______ document. A. legal B. disposable C. permanent D. changing
A. legal C. permanent
The ______ is often responsible for knowing the preferred physicians and facilities of the physician and specific insurance carriers. A. medical assistant B. billing clerk C. patient D. physician
A. medical assistant
A(n) ______ is someone who has never been to a certain facility before or has not seen the physician for more than 3 years. A. new patient B. existing patient C. established patient D. current patient
A. new patient
Having a properly maintained appointment book shows respect for everyone's time and creates an efficient ______ flow. A. patient B. cash C. procedure D. diagnosis
A. patient
In order to communicate with the office by e-mail, a patient must A. sign a release to allow e-mail communication. B. sign up and be assigned a password. C. schedule appointments exclusively online. D. create a new e-mail address to use only for communicating with the provider.
A. sign a release to allow e-mail communication. B. sign up and be assigned a password.
In order to schedule appointments efficiently, you must have a guideline of how much ______ visits are expected to take. A. time B. staff C. equipment D. money
A. time
New patients should arrive _____ minutes early to allow time for filling out paperwork. A. 45-60 B. 15-30 C. 5-10 D. 30-40
B. 15-30
When should a new patient complete the required "new patient forms"? A. In the exam room with the medical assistant B. 15-30 minutes prior to the scheduled appointment C. Prior to the appointment if received by mail D. In the waiting room at the scheduled appointment time
B. 15-30 minutes prior to the scheduled appointment C. Prior to the appointment if received by mail
An established patient has been seen by the practice within the past ______ years. A. 7 B. 3 C. 5 D. 4
B. 3
In an open-hours system, what is used to determine which practitioners are available to see patients at any given time? A. Flag system B. A matrix C. Verbal reminders D. Note cards
B. A matrix
Which of the following are ways to handle scheduling situations caused by the physician? A. Continue to schedule appointments in the same manner. B. Adjust the office schedule to handle the situation. C. Speak to the physician directly about the problem. D. Send a memo to the physician about the situation.
B. Adjust the office schedule to handle the situation. C. Speak to the physician directly about the problem.
What type of scheduling is booking an appointment several weeks or months ahead of time? A. Cluster B. Advance C. Combination D. Time-specified
B. Advance
Which of the following are true of a walk-in patient? A. Does not have insurance coverage B. Arrives without an appointment C. Cancels an appointment at the last minute D. Expects to see the doctor
B. Arrives without an appointment D. Expects to see the doctor
When is the best time for fasting patients to be scheduled? A. After their first meal of the day B. As early in the day as possible C. In the late afternoon D. Around lunchtime
B. As early in the day as possible
Which of the following have been barriers to implementing an online scheduling option for some medical practices? A. Ease of use B. Cost C. Convenience for patients D. Security
B. Cost D. Security
What are the possible consequences of overbooking? A. Too much downtime for office staff B. Difficulty maintaining a timely schedule C. Stress for the physician D. Large, unused gaps in the schedule
B. Difficulty maintaining a timely schedule C. Stress for the physician
Which scheduling system is useful when 1 patient can be seen by a nurse practitioner or physician assistant and the other by the physician? A. Time-specified B. Double-booking C. Cluster D. Open-hours
B. Double-booking
What is the preferred time for scheduling patients with diabetes? A. Late afternoon B. Early morning C. Late morning D. Early afternoon
B. Early morning
Which of the following can cause appointment scheduling to get off track? A. Elderly patients B. Emergency appointments C. Lunch breaks D. No-shows E. Phone calls F. Appointments running longer than expected G. Patients arriving late
B. Emergency appointments D. No-shows F. Appointments running longer than expected G. Patients arriving late
Which of the following are advantages of double-booking? A. Helps organize the flow of patients B. Emergency appointments can be easily booked. C. More time is spent with the patient to focus on all areas of health. D. It works well for patients who do not have to see the doctor can be seen by other provider, such as the nurse practitioner.
B. Emergency appointments can be easily booked. D. 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? A. A patient referred by a friend of the physician B. Emergency patients C. All walk-in patients D. Patients who arrive when the doctor or a PA or an NP is available
B. Emergency patients D. Patients who arrive when the doctor or a PA or an NP is available
Which types of information are listed on a superbill? A. Date a claim was submitted B. Health insurance C. Diagnoses D. Amount paid by insurance E. Services performed
B. Health insurance C. Diagnoses E. Services performed
Which of the following apply to underbooking? A. Making reminder calls can make the problem worse. B. It refers to large, unused gaps in the schedule. C. It results from cancellations or no-shows. D. It refers to scheduling more patients than can reasonably be seen. E. It allows providers to make good use of their time.
B. It refers to large, unused gaps in the schedule. C. It results from cancellations or no-shows.
Why should the physician be informed when a patient has missed an appointment? A. The physician may need to make a house call. B. Legal issues may arise. C. The physician may want you to call with a polite reminder. D. The condition may require an appointment.
B. Legal issues may arise. C. The physician may want you to call with a polite reminder. D. The condition may require an appointment.
Which of the following information is needed when scheduling a patient's outpatient surgical procedure? A. Referring provider's tax ID number B. Patient's name C. Patient's address and phone number D. Patient's allergies and current medications E. Patient's date of birth F. Patient's family medical history
B. Patient's name C. Patient's address and phone number D. Patient's allergies and current medications E. Patient's date of birth
When scheduling outside appointments on behalf of patient, which types of information should be provided to the receiving center? A. Facility's phone number B. Patient's phone number C. Patient's date of birth D. Patient's insurance information E. Patient's full medical history F. Patient's address
B. Patient's phone number C. Patient's date of birth D. Patient's insurance information F. Patient's address
Which of the following are true about fasting? A. Patients can eat and drink B. Patients cannot eat C. Patients can drink only noncaffeinated beverages D. Patients cannot drink, unless allowed to drink water
B. Patients cannot eat D. Patients cannot drink, unless allowed to drink water
Which of the following would be blocked off on an appointment schedule because the doctor is unavailable? A. Phone calls B. Scheduled meetings C. Lunch D. Time for paperwork E. Vacation days F. Hospital rounds G. Surgery H. Holidays
B. Scheduled meetings C. Lunch E. Vacation days F. Hospital rounds G. Surgery H. Holidays
Which of the following are goals of an appointment scheduling system? A. Downtime among office staff B. Smooth flow of patients C. Minimum waiting times D. Double-booking the provider to maximize time
B. Smooth flow of patients C. Minimum waiting times
What is another name for time-specified scheduling? A. Double-booking B. Stream scheduling C. Open-hours scheduling D. Wave scheduling
B. Stream scheduling
After scheduling an outpatient surgery, it is important to inform patients of which of the following? A. They can arrive at any time on the day of the procedure. B. They will need to arrange for transportation to and from the appointment. C. They should plan to go to the facility a day prior to the surgery. D. There are never any special preparations required for surgical procedures.
B. They will need to arrange for transportation to and from the appointment.
Which scheduling system assumes a steady stream of patients all day long at regular, specified intervals? A. Open-hours B. Time-specified C. Wave D. Modified-wave
B. Time-specified
Which of the following is the main goal of wave scheduling? A. To give the staff time to catch up on paperwork B. To begin and end each hour with the schedule on track C. To allow more breaks for the staff D. To give more time to patients
B. To begin and end each hour with the schedule on track
Why should a cancellation be noted in a patient's medical record? A. To send a reminder to the patient to reschedule B. To protect the practice from possible legal action C. To charge the patient for a no-show appointment D. To make the doctor aware that the patient has canceled the appointment
B. To protect the practice from possible legal action
Where should the tickler item for a patient's recall notice be stored? A. Under the patient's date of birth B. Under the month when the patient should call the office C. Under the patient's first and last name D. Under the patient's provider's name
B. Under the month when the patient should call the office
Which of the following scheduling systems works well in a large facility with several personnel to provide a large number of services? A. Double-booking B. Wave scheduling C. Cluster scheduling D. Open-hour scheduling
B. Wave scheduling
What should meeting minutes include? A. Menu for the meeting B. What was discussed C. What decisions were made D. Agenda for the meeting
B. What was discussed C. What decisions were made
A(n) ______ should be given to patients before they leave the office to remind them of their office visit. A. reminder letter B. appointment card C. bill D. receipt
B. appointment card
Scheduling all patients on Wednesdays for wellness checkups is an example of ______ scheduling. A. combination B. categorization C. cluster D. advance
B. categorization C. cluster
A no-show is a patient who A. shows up on time to an appointment. B. does not come to a scheduled appointment. C. shows up late to an appointment. D. does not call to cancel an appointment.
B. does not come to a scheduled appointment. D. does not call to cancel an appointment.
Return appointments for ______ patients are usually made at the time they are being checked out from a current appointment. A. referral B. established C. self-pay D. new
B. established
If a local physician is not readily available, a ______ may be hired to see patients while the regular physician is unavailable. A. physician assistant B. locum tenens C. nurse D. substitute physician
B. locum tenens D. substitute physician
It is appropriate to put _________ in a tickler file. A. appointment cards B. reminder postcards C. encounter forms D. referral slips
B. reminder postcards
For a physician to communicate with a patient via "mouse" calls, the patient must A. call the practice to set up an appointment. B. sign the appropriate releases. C. obtain preauthorization from insurance. D. be current with all payments.
B. sign the appropriate releases.
As patients leave the office, they are often given paperwork to return to the front desk. Other names for this paperwork are A. health history questionnaire. B. superbill. C. encounter form. D. patient information form.
B. superbill. C. encounter form.
Supplies required for house calls vary depending on the A. date of the visit. B. type of visit. C. location of the visit. D. time of the visit.
B. type of visit. C. location of the visit.
Advance scheduling
Booking an appointment several weeks or even months in advance.
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 A. follow-ups. B. office hours. C. "mouse" calls. D. e-calls.
C. "mouse" calls.
When are confirmation calls typically made? A. On the day of the appointment B. 1 week before the scheduled appointment C. 1 or 2 days before the appointment D. After a patient fails to show up for an appointment
C. 1 or 2 days before the appointment
What does locum tenens refer to? A. A physician's representative B. A replacement administrator C. A substitute physician D. A patient advocate
C. A substitute physician
Which of the following actions should be taken when scheduling outpatient procedures? A. Allow the patient to choose the facility where the patient is the most comfortable. B. Give the patient the referral number to submit to the insurance company. C. Always verify the patient's insurance coverage before choosing the facility or physician. D. Obtain a prior approval or referral if required.
C. Always verify the patient's insurance coverage before choosing the facility or physician. D. Obtain a prior approval or referral if required.
What should you do when a pharmaceutical representative who is unknown to you comes into the office? A. Schedule an appointment, ask for a business card, and then notify the provider of the appointment time. B. Check if the physician is available for a meeting. C. Ask for a business card and check with the physician before scheduling an appointment. D. Schedule an appointment to meet with the physician.
C. Ask for a business card and check with the physician before scheduling an appointment.
Which scheduling system is useful when 1 patient can be seen by a nurse practitioner or physician assistant and the other by the physician? A. Open-hours B. Time-specified C. Double-booking D. Cluster
C. Double-booking
How are return appointments for established patients usually made? A. E-mail B. Mail C. In the office D. Telephone
C. In the office
Which of the following are advantages of computerized scheduling? A. Fewer patients can be seen throughout the day. B. More patients can be seen in a day. C. It keeps track of patient attendance. D. It blocks off slots for emergency appointments.
C. It keeps track of patient attendance. D. It blocks off slots for emergency appointments.
Which of the following are characteristics of a well-managed appointment book? A. It creates long wait times for patients. B. It keeps the physician from staying on task. C. It presents the office in a positive, professional manner. D. It is key to patient continuity of care.
C. It presents the office in a positive, professional manner. D. It is key to patient continuity of care.
When is the best time to schedule patients who are chronically late? A. Early afternoon B. Late morning C. Late afternoon D. Early morning
C. Late afternoon
This form of scheduling allows time for catching up before the next hour begins. A. Time-specified B. Double-booking C. Modified-wave D. Open-hours
C. Modified-wave
Which scheduling feature allows patients to schedule themselves or request an appointment on the Internet? A. Telephone scheduling B. Book scheduling C. Online scheduling D. Manual scheduling
C. Online scheduling
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? A. Tell the patient that you will email an appointment confirmation B. Ask the patient to write the day and time down in his or her calendar C. Repeat the appointment date and time to the patient D. Have the patient view the appointment book or computer screen
C. Repeat the appointment date and time to the patient
Appointments for new patients are most often arranged by the patient contacting the office via: A. In person B. Mail C. Telephone D. E-mail
C. Telephone
What is the appropriate action if a patient cancels an appointment and would like to call later to reschedule? A. Send the patient a reminder e-mail. B. Call the patient the next day to inquire about rescheduling. C. Thank the patient for the notice. D. Note the information in the appointment book.
C. Thank the patient for the notice. D. Note the information in the appointment book.
Which of the following should be in a physician's medical bag? A. Physician's lunch B. Pager or cell phone C. Thermometers D. Prescription pad E. Penlight F. Copy of the appointment book G. Personal protective equipment
C. Thermometers D. Prescription pad E. Penlight G. Personal protective equipment
Which of the following types of information must be given to the scheduler when scheduling a surgery? A. Explanation of benefits B. Meals for the physician C. Type of surgery D. Preferred days and time
C. Type of surgery D. Preferred days and time
In open-hours scheduling, patients arrive A. 15 minutes before their scheduled appointment. B. within a 2-hour window. C. at their own convenience. D. at a scheduled time.
C. at their own convenience.
A patient's ______ number provided by the insurance company should be included when documenting referrals in the medical record. A. phone B. credit card C. authorization D. social security
C. authorization
A patient's ______ number provided by the insurance company should be included when documenting referrals in the medical record. A. phone B. social security C. authorization D. credit card
C. authorization
When a patient's visit requires more time, you assign the patient a(n) ______ slot. A. shorter B. early morning C. back-to-back D. late afternoon
C. back-to-back
It is beneficial to provide __________ to patients who are habitually late or typically no show for appointments. A. aggressive letters B. tickler files C. confirmation calls D. recall notices
C. confirmation calls
Refraining from eating or drinking anything beginning the night before a test is called _________. A. testing B. glucose management C. fasting D. controlling
C. fasting
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 A. grid. B. timeline. C. matrix. D. spreadsheet.
C. matrix.
A patient who neither calls to cancel nor goes to the appointment is known as a A. reschedule. B. confirmed. C. no-show. D. cancelation.
C. no-show.
Entering the appointment in the scheduler first and then filling out the appointment card A. is considerate customer service. B. is the incorrect procedure. C. reduces the chance of error. D. is the provider's preference.
C. reduces the chance of error.
The reason for obtaining insurance information when scheduling a new patient is so that it can be ______ prior to the patient's appointment. A. reviewed B. billed C. verified D. charged
C. verified
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. A. 30 B. 20 C. 10 D. 15
D. 15
A new patient has never been seen in the practice or has not been seen by the practice in ______ or more years. A. 2 B. 1 C. 5 D. 3
D. 3
Which is the best action for scheduling a physician who is consistently late for appointments? A. Remind the physician when there are appointments first thing in the morning. B. Advise patients that the physician is usually late, so the physician will arrive late for the appointment. C. Reschedule the appointment for a patient when the physician is running late. D. Adjust the office schedule to handle the situation.
D. Adjust the office schedule to handle the situation.
Which of the following problems is eliminated by an open-hours scheduling system? A. Medical assistants' ability to retrieve charts before patients arrive B. Increased possibility for downtime C. Long wait times D. Broken appointments
D. Broken appointments
Which scheduling system groups similar appointments together on a specific day or for a specific block of time during the day or week? A. Advance scheduling B. Open-hours scheduling C. Double-booking D. Cluster scheduling
D. Cluster scheduling
How does the double-booking system differ from the wave or modified-wave system? A. Double-booking requires more staff members. B. Wave scheduling assumes that all patients will be seen within the same time period. C. Double-booking assumes that the patient who arrives last will have to wait to be seen by the provider. D. Double-booking assumes that both patients will be seen within the scheduled period.
D. Double-booking assumes that both patients will be seen within the scheduled period.
What is the best time to schedule fasting patients? A. In the middle of the day B. At the end of the day C. Late in the day D. Early in the day
D. Early in the day
Besides the appointment book, where should it be noted if a patient cancels an appointment? A. On the provider's calendar B. No additional notation is required. C. On the office calendar D. In the patient's medical record
D. In the patient's medical record
Where should referrals be documented? A. Ledger card B. Tickler file C. Appointment book D. Patient's chart
D. Patient's chart
Where should the tickler item for a patient's recall notice be stored? A. Under the patient's first and last name B. Under the patient's provider's name C. Under the patient's date of birth D. Under the month when the patient should call the office
D. Under the month when the patient should call the office
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? A. Time-specified B. Open-hours C. Stream D. Wave
D. Wave
A well-managed ______ is the key element of an efficient patient flow. A laboratory B. exam room C. provider office D. appointment book
D. appointment book
Setting time frames apart for specific appointment types refers to _________ scheduling. A. standard B. wave C. modified wave D. cluster
D. cluster
A patient who has been seen by the practice within the past 3 years is called a(n): A. new patient B. returning patient C. current patient D. established patient
D. established patient
A basic outline of the times the physician is and is not available to see patients is called a(n) A. electronic scheduler. B. appointment book. C. schedule. D. matrix.
D. matrix.
Lab work, surgeries, and radiology appointments are examples of A. inpatient appointments. B. hospital appointments. C. inside appointments. D. outside appointments.
D. outside appointments.
A system of ________ helps patients to remember to call to schedule appointments at appropriate times. A. collection letters B. voicemail prompts C. tickler files D. recall notices
D. recall notices
The practice's schedule matrix should be based on ________. A. the medical assistant's schedule B. the patients' needs C. OSHA requirements D. the practitioner's schedule
D. the practitioner's schedule
Leaving large, unused gaps in the schedule is called A. double-booking. B. active scheduling. C. overbooking. D. underbooking
D. underbooking
Patients who come in without an appointment are called A. cancellations. B. standby. C. walk-outs. D. walk-ins.
D. walk-ins.
Underbooking
Leaving large, unused gaps in the doctor's schedule; this approach does not make the best use of the doctor's time.
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. Also, the material between the cells of connective tissue.
cluster scheduling
The scheduling of similar appointments together at a certain time of the day or week.
New patient physical examination time:
existing pt. 30 min/new pt. 60 min
re
recheck
ref
referral
RS
reschedule
surg
surgery
S/R
suture removal
