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104 terms

Medical Office I Week 4

Medical Office I Week 4
STUDY
PLAY
crani/o
skull
cervic/o
neck
sacr/o
sacrum
trache/o
trachea (windpipe)
inguin/o
groin
viscer/o
internal organs
sarc/o
flesh
chondr/o
cartilage
thorac/o
chest
hist/o
tissue
-ose
full of, pertaining to sugar
-eal
pertaining to
-ectomy
removal, excision
-tomy
process of cutting
inter-
between
hypo-
below, deficient
ana-
up, apart
epi-
above, upon
cranial, thoracic, abdominal, pelvic, spinal
what are the 5 cavities of the body?
cervical, thoracic, lumbar, sacral, coccygeal
what are the 5 cavities of the back?
thoracic
chest region
sacral
sacrum region
coccygeal
tailbone region
cranial
cavity surrounded by the skull
thoracic
cavity in the chest surrounded by the ribs
pelvic
cavity surrounded by the hip bone
spinal
cavity surrounded by the back bones
abdominal
cavity below the chest containg digestive organs
cervical
neck region
lumbar
waist region
coccygeal
pertaining to the tailbone, coccyx
superficial
on the surface
deep
away from the surface of the body
proximal
pertaining to near
distal
pertaining to far, distant
prone
lying on the belly
supine
lying on the back (face up, palms up)
dorsal
pertaining to the back of the body
anterior
front surface of the body
inferior
below another structure
caudal
pertaining to the tail, lower part of body
lateral
pertaining to the side
sagittal
pertaining to lengthwise
superior
above another structure
transverse
plane dividing the body into upper and lower portions
vertebral
pertaining to the vertebra, backbone
medial
pertaining to the middle
cephalic
pertaining to the head
answering phones
answer each line ASAP—by the third ring
answering multiple lines
-Excuse yourself and ask the patient if they can hold
-Answer the second call, determine the nature of the call (be sure it is not an emergency), ask if they can hold
-Return to the first call and thank them for holding
-Resolve the first call and return to the second call
telephone screening
-Using a set of questions that will reveal the caller's condition and help to determine how soon the patient should be seen by the physician is called?
-Never guess a response to patient's question and don't treat any question lightly
non emergency calls
If a call is taking longer than exprected, place the caller on hold or ask if you can call them back.
transferring calls
-Always give the patient the phone number or extension of the person you are transferring them to incase there is a disconnection.
-A telephone log should be maintained that lists all calls received.
documenting phone messages
-Information regarding patients may not be given out over the phone to anyone unless the patient has given written permission to do so.
-Always remember HIPAA.
-Record the date, time, brief message and initials of person writing message (DOB, patient name, person calling, number they can be reached at).
messaging devices
Messages should be played back and recorded ASAP and calls should be returned in the order of importance.
screening calls
this allows you to be aware of the most frequent types of phone calls that will be received in the medical office.
immediately routed calls to physician
-Family members
-Any situation deemed emergency by the provider
-Critical lab results
-Patient requesting test results "abnormal results" (attach results to message)
-Another provider
-Hospital calling for orders
-Patient requesting medical advice (usually set up pt appt.)
-Third-party request for imformation about a pt. (if not billing or provider referral-related, check CCP for auth to release).
prescriptions protocol
-Learn the rules of the office for calling in prescription refills
-Must have consent from doctor
test results
Doctor usually needs to sign off on them before they are released.
call monitoring
-Listen quietly and take notes of the conversation
-Caller must give consent
-Call may also be recorded and listened to later, but you still must have caller's consent
refusal or inability to Identify
If you answer the phone and no one responds after you try twice to converse, hang up.
TTY and TDD
-Teletypewriter and Telecommunications Device For the Deaf
-Allow you to communicate with the hearing impaired
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
requested patient info upon call
-First and Last name & correct spelling
-DOB
-Telephone Number
-Detailed reason for calling
in-service
a practical way to inform employees about the schedule and enforce the established guidelines for office hours?
matrix (blocked time)
nothing should be scheduled in a time slot with a fixed _________.
clustering
scheduling patients for specific type of visits or procedures at specific times.
walk in/open hours
no scheduled appointment. Patients sign in upon arrival and are seen by the provider in that order.
single-booking
used when an appointment for a patient will take a longer period of time, a single patient is booked for a specific amount of time.
streaming
appointments are scheduled for a particular amount of time based on patient need
wave
patients are scheduled during the first 30 minutes of each hour, leaving the last 30 minutes for same-day appointments.
patient phone number
adding the_________ to the schedule makes it easy to contact the patient if you must alter the schedule?
IOC interoffice communication
informational, memo style communication that is usually specific to one conern.
informal notes
-for thank you's and congratulations
-often written on a first name basis
information sheets
-specific written instructions regarding the examinations and diagnostic tests performed
-help to reinforce what is said in the office and serves as a reminder after they leave
written communication
the most important criteria about any communication is using proper grammar and punctuation with no misspelled words
professional letters
3 types of letter styles:
-full block letter
-modified block letter
-modified block letter with indented paragraphs.
CC
Carbon Copy:
-letter or correspondence has been sent to another person for viewing.
-usually other recipients name is listed next to the cc
mail
can be stamped or metered
priority mail
-provides preferential handling and expedited delivery of materials up to 70 pounds and 108 inches in combined length and width
-rates vary by weight, can be insured, registered, certified or sent COD (collect by deliver)
facsimile (fax machine)
-can be used by hospitals, providers' offices, and clinics to send and receive information regarding patients over telephone lines.
-always use a cover sheet as the first page
pagers
-physicians commonly wear pagers so they can be contacted regardless of where they are
teleconferencing
-speakerphones cameras, connection devices, and television monitors are networked together so that everyone can see and hear each other at the same time
sorting mail
Mail marked personal should be placed on the physician's or office manger's desk unopened.
machinable mail
USPS (united states postal service) uses optical character readers (OCRs) and bar code sorters (BCSs) to read the address on envelopes you mail.
OCR
optical character readers- reads the address on envelopes you mail.
BCS
bar code sorters- reads the address on envelopes you mail.
USPS
united states postal service
floppy disk
a thin magnetic storage device made of flexible plastic.
hard copy
printed on paper with information.
menu
a display of available functions
scanner
a device that can read text or illustrations and print on paper and translate them to electronic files.
search engine
a program that searches keywords and gives list of document where found.
CD-ROM
-Compact Disk-Read Only Memory- a type of optical disk capable of storing large amounts of data, typically 650-700 megabytes (MB).
-Reads only CDs.
CPU
Central Processing Unit- the brain of the system.
disk
a round plate on which data can be encoded.
hardware
the electronic, magnetic, and electromechanical equipment of a computer system (such as keyboard, disk drive, monitor, CPU, and printer)
input
data or commands entered on the computer.
output
what the computer produces after recorded information is processed, revised and printed out.
software
computer programs necessary to direct the hardware of a computer system to perform specific tasks
CD-R
CD-Recordable:
-Data can be saved (burned) onto this disk by using a computer with a CD burner.
-After the CD is burned, data can be retrieved, but no additional data can be added to it
CD-RW
CD-Re-Writable disk:
-This type of disk enables you to write onto it in multiple sessions.
DVD-R
DVD-Recordable disk:
-can record data only once, and then the data becomes permanent on the disc.
DVD-RW
DVD-Re-Writable disk:
-erasable, recordable device, enables you to write onto it in multiple sessions.