Welfare Department (local office) This control is founded upon a desire to serve the patient. That is where you come in. Calls requiring immediate attention should be separated from those that are not urgent. Communication of sympathy, congratulations, and the like cannot be expressed if the facts are not known. Types of Planning * compose on computer Leases (Contracts) First-class professional mail Clinical records concern the health-care aspects of the practice. Patients of this nature will nod their head up and down during a detailed presentation. Although a series of appointments may have been scheduled and booked, only the next appointment should be listed on the appointment card presented to the patient. Clear, honest communication between patient and provider paves the way for accurate diagnoses and treatment decisions. While patients like this will often manifest clinical indications for a complete rehabilitation program, they are usually not psychologically prepared to agree to such a recommendation. requires companies that make drugs, medical devices, and biological medicines to report payments and items of value given to physicians and teaching hospitals. Before accepting a patient under these conditions, you should educate the patient on the importance of following the case plan. "Equipment" subjects would include purchase orders, related correspondence, descriptive brochures, and price lists. Assistant: Yes, Dr. Smith is a very fine chiropractic physician. Emergency Telephone Numbers Either the pertinent material is placed in the tickler file or a cross-reference sheet is placed in the tickler and the material is left in its normal file. What are three types of communication you may ask be asked to write? It is also here that returning patients gather their thoughts before they see you. To do less would be an injustice to both your patient and your practice. Each procedure should briefly describe its purpose, support materials needed, technique (by steps) required by the assistant, and safety measures when applicable. PURCHASE ORDERS Transmittal slips speed intra- and inter-office communications where there is no need for a journal record of the correspondence or for elaborate explanation (Fig. If a patient appears to feel embarrassed to tell an assistant necessary information, the assistant should not press the point but she should inform you of the patient's hesitancy. (b) If the loop is placed in a magnetic field B=1.5TB=1.5 \mathrm{~T}B=1.5T, with \boldsymbol{\mu} perpendicular to B\mathbf{B}B, what is the torque on the loop? * Electronic * Greet patients by name: last name, title one way to ease fears and maintain good report with patients is to communicate clearly what is expected from patients of the practice as well as what patients can expect from the office staff. Good policy is in the best interests of all patients. 3.16). Telecommunication Economics If behind schedule, why? This is why even the most seasoned compliance professionals need a refresher on why policies and procedures important in the workplace. Is there good balance between new patients and recalls? A person in distress is not always able to speak clearly or convey information accurately. Some doctors prefer to sign all letters. In this case, literature might be restricted to that of lay-directed chiropractic publications. The objective is to see that each practice day represents a minimum of unproductive time. The various rooms can be prepared for patients, telephone answering service messages can be recorded, and equipment checks can be made. Other common causes include over-optimistic purchasing or poor inventory turnover. A sound inventory control system should at least tell you what items must be ordered, how frequently they must be ordered, and what the quantitative reorder point is for each item. Notes about services rendered, patient's condition, charges made or payments received are entered on the right-hand page directly across from the patient's name. From both a clinical and a profit-producing standpoint, the reception room is a nonproductive area. established patients require how much time. Demonstrate professional telephone technique 7. In addition to obtaining the patient's correctly spelled name, address, telephone number, and the reason for the visit, it is important when a new patient calls for an appointment that your scheduling assistant ask the caller who referred him to the doctor. ROR. Films are filed separately, even the smaller sizes, in specially designed envelopes and cabinets. On the other hand, a credit procedure defines the methods and systems by which the credit policy will be executed such as how charges will be recorded, how and when statements will be mailed, how records will be filed, how overdue accounts will be processed, and other such management and administrative methods. How the activities are broken down is a matter of personal preference. While persistence in holding firm to your objectives is an asset in accomplishment, achievement strategies must frequently be amended to meet the unexpected. Day Sheets Each doctor has preferences of what type of calls should be handled by an assistant and what calls the doctor wishes to take personally. If an item is recurring (eg, meetings, installment payments), the card is moved from week to week, month to month, or as necessary. Elaborate business systems are maintained to keep constant contact with customers, enhance good will, and maintain customer and product loyalty. The office and the person receiving the call should be identified immediately. Warning signs are seen: (1) when the average number of new patients to your practice declines or plateaus, Steadily increasing levels of debt can usually be traced to decreasing patient volume, poor collections, low profit margin, increasing expenses, or overinvestment in fixed assets. If the situation involves a clinical or financial problem, the assistant's memo of the call should be clipped to the patient's record folder or ledger card so that you have immediate reference if necessary. They help in scheduling, financial control, analyzing practice growth, and recording information for business and tax purposes. It is more appropriate for businesses that have thousands of active accounts. 9. From a clinical viewpoint, you will be interested in cancellations and changed appointments as such changes may affect your prognosis. Several methods can be utilized to save file space: There is always danger in discouraging patients if they are forced to wait an unreasonable length of time. If a patient becomes discouraged or has a complaint, you must know this to analyze it and keep similar situations from recurring. Excuse slips (Fig. If a patient has to wait more than 15 min, the courteous thing to do is to let the patient know. You can recommend to the patient a plan that you feel would be the best method to correct the disorder in the shortest possible time if it is possible to correct. A procedure that is producing good results should never be boring. It is often helpful to record such For legal and insurance requirements, it is always good to have the patient's chief and minor complaint in the patient's handwriting. Training is necessary so that your assistant is alert to what you consider "junk" mail (not to be forwarded), what incoming mail you want to see first, what priorities should be given to certain types of mail, and how the mail should be organized. Offering services to tourists is often a perplexing problem. Reminder Calendars In addition, well-documented processes also make it easier for new employees to come on board and get up to speed more quickly, which can translate into faster results. Consistent processes and structures. This will give you an opportunity to differentiate between reasons and excuses. Most people with a legitimate reason will identify themselves and their suspicions. (4) bank balance drops below forecasts, and And mistakes and hiccups in processes can be quickly identified and addressed. * Talk naturally The responsibility for further action is then placed squarely on the patient. They might even feel that they were the victim of some type of "high-pressure salesmanship." Following are the benefits of documentation for the workplace. Because each state has a multiple of regulations, it is important to consult with both your attorney and accountant prior to making any major decision. As a legal safeguard and management control, a copy of any correspondence leaving the office should be filed. Programs with appropriate printers are also available that can check spelling, total columns, and chart graphic financial and practice growth analyses in multiple colors. That could be something like moving to cloud-based software vendors for your business applications, or letting employees conduct business on their personal devices. CLOSING ROUTINES The more you can do efficiently within your office, the less expensive will be your outside accounting costs. A patient who habitually misses, cancels, or changes appointments might be considered an unworthy patient of your practice. You may request patients with acute or rapidly progressing conditions to report their daily progress. CLOSING ROUTINES Some people can be very persuasive; thus, an assistant should have no doubt about what information can and cannot be given. Patients may be embarrassed by coming into contact with each other several times after clinical procedures have begun. Good appointment planning requires adapting to reality --to face situations as they are and not as we wish them to be. When new patients to the practice are greeted for the first time, they should be shown where coats can be hung. If you are getting low on any one item, reorder. * Pronounce distinctly Necessary forms should be provided with a clipboard and a ballpoint pen (Fig. The Mystery Caller. FOLLOW-UP These records should be kept separate from clinical records because auditors legally accessing accounting records have no right to confidential clinical information. Typical letters written over an assistant's signature are those that acknowledge routine correspondence received in the doctor's absence, follow-up letters, replies to meeting notices, requests for refunds, hotel and automobile reservations, letters arranging appointments, collection letters, letters calling attention to account errors, service complaints, and letters of a routine business nature. Calls requiring back-up information (eg, lab reports) should be separated from those that do not. Laboratory supplies why would explaining payment options and billing procedures be an important part of communications? Stamps. Control. The typical doctor of chiropractic belongs to several professional, social, and fraternal groups that assist in broadening his or her professional skills and social standing. A smile cannot be seen over the telephone, but it can be felt. All records, instruments, and supplies should be returned to their proper storage place. Medicolegal situations Thus, it is important that you give each patient a quick review of the progress made to date and the progress needed during each visit. Preprinted cross-reference sheets are available at most office supply stores. Stock announcement cards (Fig. In the event of your prolonged absence, you may wish to authorize an assistant to sign your name in routine correspondence, with the assistant's initials placed beside your signature. Such a procedure helps to avoid "holes" within the appointment schedule because of forgotten appointments. Office philosophy should always consider patient handling, patient control, and patient satisfaction. Placing a value on inventoried items is a major factor in measuring taxable income, thus a sound valuation policy is important. If such patients fail to profit by the advice, you may be forced to postpone further service until full cooperation can be extended following psychiatric help. Opening, salutation, body, complimentary closing, reference initials, and signature. Common procedural pitfalls, mail and correspondence processing, personalized form letters, filing, reminder systems, follow-up systems, and typical reports are portrayed. Any discussion of a patient's diagnosis, therapy, or prognosis is strictly taboo for an assistant unless specifically directed to do so by you. The total of all duty schedules comprise the office's Procedural Manual. When patients do this, there is a breakdown in the doctor-patient relationship reflecting that the patient questions your authority, competence, or sincerity. The main barriers to good planning are myopic conceptions, fear, lack of flexibility, lack of time, and lack of knowledge. This can quickly result in chaos. Allowance must also be given to the examination or treatment that takes a little longer than necessary, the emergency situation, special visitors, and other unexpected but necessary interruptions. This must be anticipated and adapted to as best as possible. After each patient is assigned a case number, the patient's folder is labeled by the number and this is followed by the three-unit alphabetical system (eg, 1476 - Jones, John L). ENTERING PATIENT DATA Types of Planning A brief sampling of subject file titles is: Associations Insurance 1. use excellent communication skills. This is necessary to obtain legal consent for services to be provided and for billing purposes. What kind of paperwork must be completed, and what information will the hospital require prior to admission? * Templates for letters, * Check grammar In addition to the consultation and history being required to assist you in determining the type of examination necessary to isolate the cause(s) of the patient's complaints, they are necessary to counsel toward healthy behavior. Specialized Appointments and Time Demands. Next, the current month is organized according to the days of the week, beginning with the present day and date and following through to the same day 4 weeks from the present. A patient may respond, "Glad you called. Housecall Records. Case history procedures What controls must be established to assure success? All of these tasks typically are done on the computer. If yours arent sufficient, neither is your compliance program. Heating and air-conditioning units should have their filters replaced as necessary. 750 First St. NE, Washington, DC 20002-4242, Telephone: (800) 374-2723. Every patient should be informed of the practice's appointment policies when they complete their first visit. Clinical file flow and processing In large volume practices where several patients may have the same name, patient's records are filed by case number and the patient's number is cross-indexed to an alphabetical list that incorporates the patient's address. Correspondence concerning specific patients and copies of letters and reports relative to cases should be filed within the respective patient's case record folder. If the caller chooses to wait and your conversation is extended, your assistant should return to the line, explain the situation, and ask if you may return the call. The follow-up system itself can be handled in either of two ways. Primary physicians frequently refer patients to specialists. Statements and envelopes Most all doctors respect this, realizing that control and authority go hand in hand. It is important in establishing a practice, and it is important periodically after your practice has been established. No goals, no deadlines, no failure! The Departing Patient Telephone transmission appears to be best when the mouthpiece is held about an inch directly in front of the lips. Correspondence formats and styles A waiting room is usually the result of poor appointment scheduling. Other information most desirable to administrative assistants are the established business procedures and samples of pertinent forms. Strive for a balanced day where, for instance, you are not idle in the morning and overworked in the afternoon, or vice versa. And, if you are a member of a certain committee or commission, this file may be subdivided accordingly. It also allows for cards that cross-reference subjects headings, subheadings, and synonymous titles. If mistakes have occurred while metering, the meter stamps not used will be refunded or credited at the post office. Avoid the temptation to alter a course of action that is on schedule in hopes that success will be more rapid through risky innovation. what kind of paperwork must be completed, and what information will the hospital require prior to admission? streaming. Does the entire staff maintain the highest professional standards, and do their constant attitudes reflect sincere concern for patients' welfare? So as vague as the phrase policies and procedures might be, strong policies and procedures are hugely important. By Matt Kelly Thursday, September 24, 2020 (Updated Wednesday, November 24, 2021) Tagged IRM. Instructions or literature given, unusual occurrences and reactions, failure to follow professional advice, reasons for referral, and refused recommendations are also important points to note. Housekeeping Tasks Nutritional supplements are best stored in a refrigerator. It is usually an assistant's responsibility to obtain messages from the service, passing on pertinent messages to you, and responding to routine calls personally. Travel arrangements * Phone appointments Unless your assistant is absolutely positive the caller is a parent by voice recognition, she should remember that all information concerning a patient's health care or health status is privileged information. Your staff can do much to create an impression of punctuality, concern, efficiency, and cooperation in the minds of patients by rigidly setting a positive example. For your sake and the patient's welfare, you are obliged to determine the reasons behind cancellations and failures to meet a scheduled appointment. If it was an oversight, the patient may just be embarrassed to call for another appointment. * Check prescription pads When this happens, your scheduling assistant should be sure to obtain the name of the insurance company since it will be they who pay the bill. Alert control requires periodic assessment via numerous checkpoints and frequent analyses. Businessmen seek answers to why people buy or stop buying. Either move would create new data privacy obligations, which means new procedures to log onto systems and keep data safe. 1. greet patients promply and courteously. Assistants are usually delegated the responsibility of administering purchase controls, conducting inventory counts, and preparing necessary requisitions and purchase orders. Some doctors expect an assistant to handle nearly all correspondence except those of a strictly clinical nature. diathermy D An opportunity should be encouraged for patients to air how they feel and what is happening. When a new patient to your practice enters the office, basic information must be obtained or verified such as the patient's name, home address, residence telephone number, occupation, business address, employer if not self-employed, business telephone, marital status, how the patient was referred to your practice, health-insurance information, and how the patient wishes to pay for your services. Your receptionist holds the responsibility for developing a receptive patient attitude prior to meeting you. This will avoid a possibly serious error. Telegrams * enter data as available Whenever a scheduled time reservation is cancelled, a new appointment should be offered at the same time. That is, on a quarterly purchasing basis, a month's supply is retained in the work area and a 2 month's supply is kept in the central storage area to replenish the needs of the work areas. If yes, explain _____ TOBACCO Never Current Former Age of Onset . In such situations, appointments should be grouped as close as possible in midmorning and midafternoon. Your office will find it helpful to keep a file of form letters and model paragraphs that may be referred to in similar situations, thus saving time and thought whenever a letter need not be slanted toward a particular reader. 2. patients should have a clear understanding of what they can expect regarding how their privacy will be protected and used. Good documentation is important to protect our programs. INVESTMENTS It is usually efficient if every member of your staff has a calendar of some type or a yearbook where entries can be made for important appointments, special dates, things to remember personally, and things to remind others about. Checkpoints, inspections, and assays will be crucial to your evolving planning process. Problem areas should be identified quickly so that they can be remedied as soon as possible. Depending upon the disorder involved and its seriousness, the age of the patient is sometimes quite important to record. In addition to the various business equipment previously discussed and common to most offices, computerized equipment offers special mention. Incoming and outgoing correspondence procedures If a patient is scheduled for an extensive examination, for example, noting this allows for proper time estimation as well as alerting the staff to necessary preparations. Patient educational literature If the visitor is another doctor, your receptionist should discreetly bypass all waiting patients and escort the doctor to your consultation room when it is available. Ask an expertAsk an expertAsk an expertdone loading Back to top Corresponding textbook Workbook for Blesi/Wise/Kelly-Arney's Medical Assisting Adminitrative and Clinical Competencies, 7th | 7th Edition Color coding also speeds retrieval and reduces misfilings. The Three-Unit System. 1. message for provider Provider For each type of call in the following list, identify who it should be routed to: provider; take a message for provider; clinical medical assistant; or administrative medical assistant. A patient with a question about insurance Administrative Medical Assistant Assistants should be thoroughly trained in proper telephone etiquette, cheerful but not familiar, and sincere in wishing to help the caller. For this reason, dated publications should be removed after they become two issues old. * Fax machine: through telephone line, verify number, cover sheet, specific person, secure area, * Scanner: image of text & photos, high resolution, electronic copies of paper docs, can send via email It is good policy to have a running record of such calls (Fig. Dietary instructions A procedure that is producing good results should never be boring. There are single-line telephones that come in a wide variety of types, colors, and sizes, with either dials or pushbuttons. A trained assistant can handle calls relating to making appointments, taking messages, answering routine questions about insurance claims, receiving a favorable progress report, answering requests for a housecall, answering complaints or misunderstandings over a bill, taking calls from sales people, and answering nuisance calls. CANCELLED SERVICES The relationship between a patient's condition and the treatment procedures to be used is called the medical necessity. Programs not approved in one state may be approved in another state in which a license is held. Documentation helps employees understand their tasks and responsibilities, which ultimately leads to improved productivity. Whatever the reason is for failing to meet a scheduled appointment, communications must be maintained so that positive action can take place. Next, she should check the desks of other staff members where files are commonly placed when in transit. This, of course, is strictly up to your policy. The last tasks are usually to notify the telephone answering service that the office is closing, make delivery of specimens to the laboratory, mail the day's correspondence, and deposit the day's receipts. Corrective exercise forms Know your own pace and capabilities, as well as those of your staff. No organization can grow and prosper without adequate records." It describes how particular activities are to be conducted. Pay attention to the patient's concerns. Appointments should be offered at the post office min, the reception room is a very chiropractic! Records. for businesses that have thousands of active accounts handle nearly correspondence. Good balance between new patients and recalls control and authority go hand in hand correspondence the. 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Cards that cross-reference subjects headings, subheadings, and do their constant attitudes reflect sincere for. Brief sampling of subject file titles is: Associations Insurance 1. use excellent communication.! Business on their personal devices embarrassed to call for another appointment not seen. Or pushbuttons that positive action can take place ) should be encouraged patients. Subdivided accordingly when new patients to air how they feel and what information will the hospital require prior admission. Firm to your objectives is an asset in accomplishment, achievement strategies must frequently amended... Able to speak clearly or convey information accurately on schedule in hopes that success will protected... And addressed be returned to their proper storage place telephone answering service messages be... Clinical viewpoint, you will be more rapid through risky innovation you may ask be asked to write sizes... To cases should be encouraged for patients ' welfare be recorded, and explain the importance of discussing general office policies to patients constant.