1. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Chapter 5 Receptionist and the Medical Office Environment

2. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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 2

3. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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 3

4. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Receptionist First Impression –Positive public relations –Professional and friendly –Empathetic and sympathetic –Well-groomed and attentive 4

5. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Receptionist Multitasking –Organized –Establish priorities –Expect interruptions 5

6. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Opening the Medical Office Open the Medical Office –Procedure 5-1 First and last duties each day: open and close office 6

7. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Opening the Medical Office Preparing Records –Arrange patient medical records in order patients will be seen –Check that consultation reports or test results are available 7

8. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Opening the Medical Office Retrieving Messages –Check answering machine or service –Deliver messages to appropriate staff members –Return calls as necessary –Take action as necessary 8

9. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Opening the Medical Office Greeting Patients –Note names on schedule Addressing Patients –Personalize greeting –Use correct titles –Offer compliments Adds sincerity Conveys interest 9

10. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Opening the Medical Office Greeting Patients –Customize requests and comments “Your sure look rested. Did you have a great time in Hawaii, Mr. Warner?” “That’s a beautiful scarf you have on Mrs. Anderson.” “Is that your granddaughter, Mr. Huang? She sure is adorable.” 10

11. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Opening the Medical Office Patient Visit Log –Confidential sign-in log –HIPAA compliance –Assign patients numbers –Tracking tool –See Figures 5-3A, 5-3B, 5-4A, 5-4B 11

12. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Processing Patients Red Flags Rule –Prevents medical identity theft –Verify patient’s identity with driver’s license plus another identification –Alerts Address/billing inconsistencies Inaccurate medical records Insurance information missing Patient claims he or she victim of identify theft 12

13. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Processing Patients Patient Registration –Preregistration Mail or e-mail registration form to patient Obtain information by telephone –Registration kiosks Self-service computers –Assist Patients with In-Office Registration Procedures (Procedure 5-2) 13

14. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Processing Patients Patient Registration –Registration member cards Plastic card with account number –Registering patients under managed care plans – check: Authorization for visits Participating provider Referring physician 14

15. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Processing Patients Patient Registration –Registering patients coming from a hospital Obtain hospital face sheet Call admitting office –Updating information Subsequent visits Verify for accuracy 15

16. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Processing Patients Medical History and Reports –Obtain past medical records –Obtain authorization to release information 16

17. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Processing Patients Privacy Notice –Must be given, explained to patient, signed Waiting in Reception Area –15-20 minute wait time Escorting Patients –Patients with special needs 17

18. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Processing Patients Assist patients in preparing forms –Application Form for a Disabled Person Placard (Procedure 5-3) Instructing Patients –Patient instruction form Improves compliance by patient Legally protects physician Reduces telephone calls Cements bond between physician and patient 18

19. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Processing Patients Community Resources –National, state, county, city, and private agencies offer programs and resources –Patients may need referrals –Develop a list of community resources Procedure 5-4 19

20. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Reception Area Features of the Reception Area –Business cards –Signs –Air, temperature, and lighting –Music –Plants and decorative items –Reading material 20

21. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Reception Area Features of the Reception Area –Develop a Patient Education Plan for Diseases/Injuries Related to the Medical Specialty Procedure 5-5 –Food and drink –Television –Bulletin board –Children’s toys, puzzles, and books 21

22. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Reception Area Maintaining the Reception Area –Housekeeping tasks Clean Replenishing supplies Declutter areas Use universal precautions if needed 22

23. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Learn About: –Safety laws and regulations –Office security and fire prevention –Medical emergencies and disasters 23

24. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Handling Medical Emergencies –Remain calm –Reassure patients –Call ambulance –Assist physician –Start CPR if necessary 24

25. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Safety and Health Standards (OSHA Compliance) –Safety officer: Train medical staff for on-the-job hazards Develop safety manual Perform inspections Keep records 25

26. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Safety and Health Standards (OSHA Compliance) –Medical Waste Management Office clean, sanitary, decontaminated –Exposure Control Plan Eliminate or minimize employee exposure to contamination 26

27. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Safety and Health Standards (OSHA Compliance) –Personal Protective Equipment (PPE) Lab coat or gown Gloves Surgical caps and shoe coverings Masks and eye protection 27

28. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Safety and Health Standards (OSHA Compliance) Immunizations –Employers must offer free of charge hepatitis B virus (HBV) vaccine At-Risk Employee Records –Exposure by bloodborne pathogens or infectious agents 28

29. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Ergonomics –Science of fitting workplace conditions to capabilities and natural movement of human body –Furniture and equipment changes –Work at a Computer Station and Comply with Ergonomic Standards Procedure 5-6 29

30. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Office Security –Theft target due to expensive equipment/drugs –Lock up valuables, files, prescription pads –Install burglar alarms –Limit keys distribution 30

31. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Office Security –Be alert for loiterers –Use computer security –Keep local police contacts 31

32. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Safe Working Environment –Electrical safety Inspect electrical equipment –Appliances/Equipment –Space heaters –Office kitchen –Plugs and cords –Power strips/surge protectors –Lightbulbs –Wall plates 32

33. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Safe Working Environment –Slips, trips, and falls Weather hazards Loose rugs/mats Wet/oily surfaces Carpets, cords, clutter, open drawers Wear proper shoes 33

34. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Fire prevention and safety –Three sources to start fire: air (oxygen), ignition (heat), fuel –Chemicals Material Safety Data Sheets (MSDS) –Prevent and Prepare for Fires in the Workplace (Procedure 5-7) 34

35. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Fire prevention and safet –Fire procedures and evacuation R = Rescue A = Alarm C = Confine E = Extinguish/Evacuate R = Relocate 35

36. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Fire prevention and safety –Fire protection systems and equipment Fire extinguishers See Table 5-1: Fire Extinguisher Types and Uses –Learn How and When to Use a Fire Extinguisher Procedure 5-8 36

37. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Using a fire extinguisher –P.A.S.S. Pull pin Aim at base of fire Squeeze handle Sweep side to side 37

38. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Preparing for Environmental and Other Disasters –Disaster: sudden event (tragedy) that results in great damage –Response plan: blueprint for responding and evacuating premises –Health care workers on front-line 38

39. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Preparing for Environmental and Other Disasters –FEMA Core Areas Migration/Prevention Preparedness Response Recover 39

40. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Office Safety and Emergency Preparedness Preparing for Environmental and Other Disasters –Develop an Emergency Disaster Plan Procedure 5-9 –Pandemic emergency New infectious virus appears capable of human to human transmission World population with no or little immunity WHO: six-phase alarm system 40

41. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Closing the Medical Office Make sure all patients have left Close the Medical Office –Procedure 5-10 41

42. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Stop and Think Case Scenarios Review the scenario “Privacy Protection” –Determine three possible ways you could respond to her in order to protect her privacy without seeming rude or uncaring 42

43. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Stop and Think Case Scenarios Review 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? 43

44. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Stop and Think Case Scenarios Review the scenario “HIPAA Violation versus Incidental Disclosure” –In each scenario, distinguish the difference between “incidental disclosure” of protected health information and a HIPAA privacy-rule violation –State which it is and explain your reasoning 44