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answering multi phone lines
-ask first patient if they can hold
-answer second call...determine if it is an emergency...
-place them on hold
-finish with first call before returning to second call
non emergency calls
If a call is taking longer than exprected, place the caller on hold or ask if you can call them back.
You may need to do this (proceed through a set of questions to determin the caller's condition and how soon the patient should be seen by a physician) when scheduling appointments
immediately routed calls to physician
-critical lab results
-hospital calling for orders
-pt requesting test results
-pt required medical advice
-3rd party requesting information about a patient
At times, you may need to use this (a device that allows you to comunicate with the hearing imparied patient by typing messages) in order to schedule an appointment
scheduling pt appointment
be sure to include patient name, parent's name when appropriate, reason for visit, provider to be seen, date, time, and current phone number
a practical way to inform employees about the schedule and enforce the established guidelines for office hours?
Many patients can be provided with the necessary preparations, be examined by the physician, and have appointments completed quickly
the patients, sign in, note the time they arrive and are seen by the doctor in that order
Keeps a continuous flow of patients coming in thorugh the facility and to avoid having alternating periods of idelness and crowding
Works most efficiently in a facility where there are several medical services departments and qualified personnel to provide managed care of patients
IOC interoffice communication
An informal memo style of communication that is usually specific to one concern
Specific written instructions regarding the examinations and diagnostic tests performed in your office
a letter written by a physician to a licensing board is considered this type of letter
the transmission of letter, messages, or memos from one computer to another over telephone lines
-speakerphones cameras, connection devices, and television monitors are networked together so that everyone can see and hear each other at the same time
place unopened mail on office managers or doctors desk
This is what you do when mail is marked personal and confidential?
optical character readers OCRs
The USPS uses this and bar code sorters to read the addresses on envelopes you mail
a device that can read text or illustrations printed on paper and translate them into electronic files that can be stored, displayed on a screen or used by other programs?
a program that searched documents for specified key words and returns a list of the documents where the keywords were found
CD-ROM or DVD-ROM
Software disks are available on these depending on the size of the program (2 things)
the main storage component for a computer; and oxide-coated metal platter sealed in a housing to ensure dust free operation
Computer programs neessary to direct the hardware of a computer system to perform specific tasks
maintaining phone log
-best time to return call
-what the call is regarding
-name and number of caller
to easily get in touch with pt if needed
the reason why you record the patient's phone number when scheduling an appointment is?
back up policy
Your office should have this to ensure that office computer programs and data are always stored in another location
make sure you answer calls in order of importance
You are obtaining telephone messages from the answering service or machine...this is why you prioritize them?
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