Admin & Finance - Section 2: Scheduling, Front Office, & Patient Registration

Question 1

What are the 3 scheduling types?

Answer 1

1) Open access (same day appts)
2) Appointment only
3) Portal (self-scheduled)

Question 2

Open access (same day appts), appt only, and portal (self-scheduled) are examples of what?

Answer 2

Scheduling types

Question 3

What should determine how you and your RHC customize a schedule?

Answer 3

The needs of your community

Question 4

What are 2 reasons to review patient scheduling and in-take processes?

Answer 4

1) To ensure accruacy

2) To ensure patient satisfaction

Question 5

Open access is a “fancy” term for what kind of appointment?

Answer 5

Walk-ins

Question 6

TRUE or FALSE: It is better to advertise your clinic as an “Urgent Care Center” rather than as an RHC that provides “Urgent Care Services”.

Answer 6

FALSE.

Question 7

What appointment type is this an example of: open times available throughout the day

Answer 7

Open access

Question 8

What appointment type is this an example of: open time in blocks (i.e., designated time blocks from walk-in appointments)

Answer 8

Open access

Question 9

What appointment type is this an example of: designated days/time for same day appointments

Answer 9

Open access

Question 10

What appointment type is this an example of: walks-ins worked in same day for acute needs

Answer 10

Open access

Question 11

What are the 3 components of open access appointments?

Answer 11

1) Open times in blocks
2) Designated days/times for same day appointments
3) Walk-ins worked in same day for acute needs

Question 12

What appointment type has this advantage: increases patient satisfaction.

Answer 12

Open access

Question 13

What appointment type has this advantage: primary care specialists have regular demand.

Answer 13

Open access

Question 14

What appointment type has this disadvantage: challenging to match time slots to demand

Answer 14

Open access

Question 15

What appointment type has this disadvantage: unused slots

Answer 15

Open access

Question 16

What appointment type has this disadvantage: patient has unrealistic expectations and the schedule over runs

Answer 16

Open access

Question 17

What appointment type has this advantage: multi-provider efficiency when the clinic has multiple providers

Answer 17

Appointment only

Question 18

What appointment type has this advantage: multi-location efficiency if the RHC has more than one location

Answer 18

Appointment only

Question 19

What appointment type has this advantage: customization of appointment

Answer 19

Appointment only

Question 20

Why are appointment only appointment types less flexible?

Answer 20

Providers can use the same appointment intervals and consistent lengths for different types of visits (i.e., providers may not pay attention to time and go over with some patients).

Question 21

What appointment type has this disadvantage: matching appointment types to demand by provider.

Answer 21

Appointment only

Question 22

What appointment type has this advantage: boosts patient engagement/meaningful use

Answer 22

Patient portal scheduling

Question 23

What appointment type has this advantage: reduces phone calls and action needed in scheduling by staff

Answer 23

Patient portal scheduling

Question 24

What appointment type has this disadvantage: chief complaints do not fit appointment slot

Answer 24

Patient portal scheduling

Question 25

What appointment type has this disadvantage: patient expectation doesn’t match provider/clinic expectation or availability

Answer 25

Patient portal scheduling

Question 26

What appointment type has this disadvantage: lack of effective communication between patients and staff

Answer 26

Patient portal scheduling

Question 27

What appointment type has this disadvantage: technology dependent

Answer 27

Patient portal scheduling

Question 28

What appointment type has this disadvantage: lack of patient broadband, computer, technical savvy.

Answer 28

Patient portal scheduling

Question 29

What formula in regards to scheduling helps ensure/increase patient satisfaction?

Answer 29

Scheduling plan + scheduling flexibility + patient access = patient satisfaction

Question 30

How do you calculate no-show rate?

Answer 30

Missed appointments / Total appointments

Question 31

How do you calculate utilization rate?

Answer 31

Kept appointments / Total appointments

Question 32

What does the revenue cycle start with?

Answer 32

Scheduling

Question 33

When should patient eligibility be checked?

Answer 33

Prior to seeing the patient

Question 34

When should payment terms (collection, co-pay, deductibles, etc) be communicated?

Answer 34

Prior to seeing the patient/up front

Question 35

What patient demographics are subject to constant change?

Answer 35

Address and phone number

Question 36

What types of questions should front desk staff ask to determine current information?

Answer 36

Open questions

Question 37

Which question wording is correct to verify patient demographics: 1) What is your current address, or 2) Are you still at 123 Oak St?

Answer 37

1) What is your current address? This is an open question. 2) Are you still at 123 Oak St allows for a monosyllabic answer of yes or no

Question 38

When should patient balances be checked?

Answer 38

At every visit

Question 39

At what 2 times must patient balances be communicated?

Answer 39

When the appointment is made AND when the patient is checking in

Question 40

What percent of revenue do patient balances represent?

Answer 40

20%

Question 41

What is a significant source of missed revenue?

Answer 41

Uncollected patient balances

Question 42

When should patient eligibility be checked when using appointment only scheduling?

Answer 42

Prior to the appointment

Question 43

What is required to determine patient eligibility for walk-in appointments?

Answer 43

On-demand eligibility verification since it cannot be done before the appointment

Question 44

What is the most common denial reason in the revenue cycle?

Answer 44

Transposed ID numbers

Question 45

How often must benefits be verified?

Answer 45

At every visit

Question 46

What is a critical component of data entry when entering insurance and patient information?

Answer 46

Accuracy

Question 47

What are the 3 components of the patient experience?

Answer 47

1) First impression
2) Patient registration
3) Financial responsibility

Question 48

What 4 things should be completed by the front office during patient registration?

Answer 48

1) Verify information input during scheduling
2) Add remaining demographic and chart information
3) Scan/copy identification and insurance card(s)
4) Complete any additional forms

Question 49

What 3 things should be completed by the front office relating to financial responsibility?

Answer 49

1) Verify insurance eligibility and benefits
2) Collect co-pay/deductible
3) Discuss sliding scale or other financial discounts if applicable

Question 50

What 7 documents/forms should the front office ensure all patients are reviewing and signing?

Answer 50

1) Legal consents
2) Assignment of insurance
3) HIPAA Privacy Notice
4) Medicare secondary payer form
5) Healthcare power of attorney
6) Verbal release of authorization
7) Patient portal enrollment

Question 51

What 3 ways can staff ensure an effective patient workflow?

Answer 51

1) Follow quality of care standards (assesing urgency of medical needs)
2) Know when to get medical staff involved (phone triage)
3) Have staff work within their scope of practice within their clinical team (CNA, CMA, LPN, RN)

Question 52

What are 2 ways to ensure that staff is working within their scope of practice within their medical team?

Answer 52

1) Work up to their license to maximize efficiency

2) Create an organizational chart

Question 53

What demographic information is recommended to verify patient identity?

Answer 53

Name and DOB