1. Chapter 5
The Receptionist

2. 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

3. 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.

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

5. Office Receptionist Multitasking Organize Establish priorities
Expect interruptions

6. 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

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

8. 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

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

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

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

12. 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?”

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

14. Patient Sign-in Log
Use of layered, prenumbered tickets is a confidential alternative.
Courtesy of Bibbero Systems, Inc., Petaluma, CA. Phone: ; Fax: ; Web:

15. 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

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

17. 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

18. 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

19. 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

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

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

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

23. 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

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

25. Reception Area
Housekeeping tasks
Comfortable
Furniture
Lighting

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

27. 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

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

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

30. 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?