1. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 1 Medical Office Administration 2nd edition Brenda A. Potter, CPC

2. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 2 Chapter 8 Patient Reception and Registration

3. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 3 Changes in Healthcare Service  Extended hours beyond 9 to 5  Large clinics have branch locations  Health care promotes services

4. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 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. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 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. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 6 Basics of Exceptional Service  Everyone must be committed to exceptional service  Patients ARE customers!  Patients are #1!!

7. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 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. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 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. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 9 Welcoming Patients  Patient should be acknowledged immediately  Avoid personal comments about patient’s appearance

10. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 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. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 11 Registration Form

12. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 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. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 13 Patient History Form  Review of  Patient’s past medical history  Allergies and other pertinent medical information  Family history

14. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 14 Notice of Privacy Practices  Informs patient about how the patient’s health information may be used

15. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 15 Confidentiality and Registration  Pay attention to volume of speech  Don’t repeat reason for patient’s visit  Registration stations should be partitioned

16. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 16 Reception Area  Reception area or lobby, NOT waiting room

17. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 17 Layout and Design of the Reception Area  Welcoming atmosphere  Adequate traffic patterns – consider ADA  Appropriate seating arrangement  Television or music (or both)  Reading material  Something for kids  Refreshments  Wheelchair  Coat-rack  Wastebasket  Clock  Restroom  Reception area must be maintained by front desk staff

18. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 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. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 19 Common Medical Emergencies  Chest pain  Seizure  Respiratory distress  Diabetic episodes  Profuse, uncontrolled bleeding  Head injury syncope  Psychotic episode  Eye injury  Burns

20. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 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. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 21 Other Situations  Fractures  Acutely ill or uncomfortable patients