Chapter 5 The Receptionist

Objectives Review the learning and performance objectives for this chapter By the end of this chapter, demonstrate the procedures in the textbook and the job skills in the workbook

Heart of the Health Care Professional As the first one who greets patients, the receptionist sets the tone of the office with a smile, helpful attitude, and caring approach.

Office Receptionist First impression Public relations Friendly and professional Positive and sympathetic

Office Receptionist Multitasking Organize Establish priorities Expect interruptions

Open the Medical Office Disarm security system and unlock door Turn on office lights Check room temperature Turn on office equipment Check fax machine for documents

Open the Medical Office Unlock files, drawers, and cabinets Check answering machine or service Check e-mail messages Check reception area for neatness Straighten magazines

Open the Medical Office Check for frayed wires, damaged furniture, or damaged carpet Check bathrooms Restock office supplies Open daily bookkeeping system Make sure coworkers are available before transferring calls to them

Preparing Records Arrange patient medical records in the order the patients will be seen Check that consultation reports or test results are available

Retrieving Messages Check answering machine or service Deliver messages to appropriate staff members Return calls as necessary Take action as necessary

Greeting Patients Note names on schedule Addressing patients Personalize the greeting Use titles Offer compliments Adds sincerity Conveys interest

Greeting Patients Customize requests and comments “Good morning Mrs. Anderson. That is a beautiful scarf.” “Hello Mr. Jones. Is that your daughter? She is adorable.” “Nice to see you again, Mrs. Halverson.” “How are you today, Mr. Jennings? How is your new grandson?”

Patient Sign-in Log HIPAA compliance Confidentiality Tracking tool Waiting patients Waiting times

Patient Sign-in Log Use of layered, prenumbered tickets is a confidential alternative. Courtesy of Bibbero Systems, Inc., Petaluma, CA. Phone: 800-242-2376; Fax: 800-242-9330; Web: www.bibbero.com

Processing Patients Patient registration Assist patients with in-office registration procedures Registration form completion Preregistration Mail the registration form to the patient Obtain information by telephone

Processing Patients Patient registration Registration member cards Plastic card with account number Registering patients under managed care plans Authorization for visits Participating provider

Processing Patients Patient registration Registering patients coming from a hospital Obtain the hospital face sheet Call the admitting office Updating information Subsequent visits Verify for accuracy

Processing Patients Medical history and reports Privacy notice Obtain past medical records Obtain authorization to release information Privacy notice Must be given and explained to patient Waiting in reception area 15-20 minute wait time

Processing Patients Escorting patients Patients with special needs Disabled driver placard or license plate form Assist patient in preparing an application form for a disabled person placard

Processing Patients Instructing patients Patient instruction form Improves compliance by patient Legally protects the physician Reduces telephone calls Cements bond between physician and patient

Reception Area Features of the reception area Business cards Signs Air, temperature, and lighting Plants and decorative items Reading material

Reception Area Features of the reception area Food and drink Television Bulletin board Toys

Reception Area Maintaining the reception area Develop a patient education plan for diseases/injuries related to the medical specialty Information brochures Plastic anatomic models Suggestion box

Reception Area Housekeeping tasks Safe Clean Worn carpeting Electrical cords and outlets Clean Dusting Waste disposal

Reception Area Housekeeping tasks Comfortable Furniture Lighting

Handling an Office Emergency Assist physician Call ambulance Remain calm Reassure patients

Closing the Medical Office Pull patient charts for the next day Straighten reception area Lock cash drawer Lock file cabinets Turn off equipment Load fax machine with paper

Closing the Medical Office Turn on answering machine Call the answering service Turn off lights Lock all doors Activate security system

Stop and Think Read the scenario “Privacy Protection” Determine three possible ways you could respond to protect her privacy without seeming rude or uncaring

Stop and Think Read the scenario “First Impression” What is your first impression of the medical office and the receptionist? How do you feel when the receptionist does not look up to acknowledge you? If you were the receptionist, what would you have done in this situation?