J 1 patient reception and registration


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J 1 patient reception and registration

  1. 1. Office Administration 2nd edition Brenda A. Potter, CPC
  2. 2. Patient Reception and Registration
  3. 3. Changes in Healthcare Service Extended hours beyond 9 to 5 Large clinics have branch locations Health care promotes services
  4. 4. 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?”
  5. 5. 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.
  6. 6. Basics of Exceptional Service Everyone must be committed to exceptional service Patients ARE customers! Patients are #1!!
  7. 7. 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
  8. 8. 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
  9. 9. Welcoming Patients Patient should be acknowledged immediately Avoid personal comments about patient’s appearance
  10. 10. 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
  11. 11. Registration Form
  12. 12. 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
  13. 13. Patient History Form Review of  Patient’s past medical history  Allergies and other pertinent medical information  Family history
  14. 14. Notice of Privacy Practices Informs patient about how the patient’s health information may be used
  15. 15. Confidentiality and Registration Pay attention to volume of speech Don’t repeat reason for patient’s visit Registration stations should be partitioned
  16. 16. Reception Area Reception area or lobby, NOT waiting room
  17. 17. 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
  18. 18. 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
  19. 19. Common Medical Emergencies Chest pain  Head injury Seizure syncope Respiratory  Psychotic episode distress  Eye injury Diabetic episodes  Burns Profuse, uncontrolled bleeding
  20. 20. 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
  21. 21. Other Situations Fractures Acutely ill or uncomfortable patients