J 1 patient  reception and registration
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J 1 patient reception and registration

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J 1 patient  reception and registration J 1 patient reception and registration Presentation Transcript

  • Office Administration 2nd edition Brenda A. Potter, CPC
  • Patient Reception and Registration
  • Changes in Healthcare Service Extended hours beyond 9 to 5 Large clinics have branch locations Health care promotes services
  • Exceptional Patient Service Providing best possible assistance “Going the extra mile” Wouldn’t you want the same for yourself or your family? Always ask, “What is best for the patient?”
  • Why Provide Exceptional Service? The service that is provided to patients reflects the level of caring and commitment of the medical office staff Exceptional service makes patients more confident about services provided in the office.
  • Basics of Exceptional Service Everyone must be committed to exceptional service Patients ARE customers! Patients are #1!!
  • Patient Informational Materials Can include  Services offered  Directory of phone numbers and addresses  Directions to facility A must for new patients But not a substitute for personal communication with a patient
  • Getting the Office Ready Many things happen before the office opens  Deactivate alarm systems at entrances; unlock front door when ready to receive patients  Secured entrances may require employees to swipe name badge  Obtain charts for the day’s appointments  Start and check office equipment  Turn on television or music system  Count cash drawer
  • Welcoming Patients Patient should be acknowledged immediately Avoid personal comments about patient’s appearance
  • Patient Registration Every patient – new or established – should go through registration process Registration is a vital step in the billing process Existing patients will need registration verified New patients will take longer than existing patients because a new record is created
  • Registration Form
  • Information Gathered at Registration Patient’s personal information – name, address, DOB, phone Guarantor’s information – name, address, DOB, phone Patient’s insurance – name, address, phone, policy and group number Patient’s referral information – has the patient been referred to the office by another healthcare provider? Emergency contact  Sometimes someone not living with the patient Authorizations  Release of medical information to insurance company  Assignment of insurance benefits to be sent to physician
  • Patient History Form Review of  Patient’s past medical history  Allergies and other pertinent medical information  Family history
  • Notice of Privacy Practices Informs patient about how the patient’s health information may be used
  • Confidentiality and Registration Pay attention to volume of speech Don’t repeat reason for patient’s visit Registration stations should be partitioned
  • Reception Area Reception area or lobby, NOT waiting room
  • Layout and Design of the Reception Area Welcoming atmosphere  Refreshments Adequate traffic  Wheelchair patterns – consider ADA  Coat-rack Appropriate seating  Wastebasket arrangement  Clock Television or music (or  Restroom both)  Reception area must be Reading material maintained by front desk staff Something for kids
  • Emergency Situations Emergency – when a patient’s health may be adversely affected if immediate action is not taken; possibly even life threatening Recognize potential emergencies
  • Common Medical Emergencies Chest pain  Head injury Seizure syncope Respiratory  Psychotic episode distress  Eye injury Diabetic episodes  Burns Profuse, uncontrolled bleeding
  • What the Medical Administrative AssistantShould Do in an Emergency Get the patient to a physician or nurse as soon as possible Use a wheelchair to transport patient Use 911 if necessary Protect the patient’s privacy as much as possible Follow the physicians established protocol Locate family members if necessary
  • Other Situations Fractures Acutely ill or uncomfortable patients