The document discusses the role of medical administrative assistants in patient reception and registration. It emphasizes the importance of providing exceptional patient service by being helpful, going above and beyond for patients, and prioritizing patient needs. Administrative assistants are responsible for registering new and returning patients, collecting important medical information, and handling emergency situations that may arise in the office.

1. Office Administration
2nd edition
Brenda A. Potter, CPC

2. Patient Reception and
Registration

3. Changes in Healthcare Service
 Extended hours beyond 9 to 5
 Large clinics have branch locations
 Health care promotes services

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. 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. Basics of Exceptional Service
 Everyone must be committed to exceptional
service
 Patients ARE customers!
 Patients are #1!!

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. 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. Welcoming Patients
 Patient should be acknowledged immediately
 Avoid personal comments about patient’s
appearance

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. Registration Form

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. Patient History Form
 Review of
 Patient’s past medical history
 Allergies and other pertinent medical information
 Family history

14. Notice of Privacy Practices
 Informs patient about how the patient’s health
information may be used

15. Confidentiality and Registration
 Pay attention to volume of speech
 Don’t repeat reason for patient’s visit
 Registration stations should be partitioned

16. Reception Area
 Reception area or lobby, NOT waiting room

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. 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. Common Medical Emergencies
 Chest pain  Head injury
 Seizure syncope
 Respiratory  Psychotic episode
distress  Eye injury
 Diabetic episodes  Burns
 Profuse,
uncontrolled
bleeding

20. What the Medical Administrative Assistant
Should 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. Other Situations
 Fractures
 Acutely ill or uncomfortable patients