Appointments & Documentation

Question 1

We accept new patients aged 15 and above.

Answer 1

No, we only accept patients aged 16 and above.

Question 2

Jake Sully will be coming in for his first appointment at Hello Clinic. As the HVA, what appointment type should you schedule?

Answer 2

The first appointment is always the ‘New Patient Visit’.

Question 3

How long would the patient need to wait to schedule an appointment after filling out the New Patient form?

Answer 3

The turnaround time is 48 hours.

Question 4

Which of the following requires a 30-minute appointment?
New Patient
Annual Physical
Workmen’s Compensation
ER Follow-up
Checkup
Medicare Wellness

Answer 4

Medicare Wellness
ER Follow-up
Annual Physical
New Patient

Question 5

Ana Frost is requesting for antibiotics. She has been experiencing urinary frequency and burning with urination. As the HVA, what is your resolution?

Schedule for a next-day appointment
Schedule for a same-day appointment
Send a message to the provider for prescription
Send antibiotics to preferred pharmacy

Answer 5

Schedule for a same-day appointment

Question 6

We only allow ___ maximum consecutive cancellations.

Answer 6

3

Question 7

Ana Frost is requesting antibiotics. She has been experiencing urinary frequency and burning with urination. As the HVA, what is your resolution?

Schedule a next-day appointment
Schedule a same-day appointment
Send a message to the provider for a prescription
Send antibiotics to the preferred pharmacy

Answer 7

Schedule a same-day appointment

Question 8

Ana Frost is requesting antibiotics. She has been experiencing urinary frequency and burning with urination. As the HVA, what is your resolution?

Schedule a next-day appointment
Schedule a same-day appointment
Send a message to the provider for a prescription
Send antibiotics to the preferred pharmacy

Answer 8

Schedule a same-day appointment

Question 9

Brandon King, 65/M, would like to schedule his annual physical. His last visit to the clinic was on 05/25/2020. As an HVA, what will you do?

a. Schedule patient for annual physical
b. Schedule patient for Medicare Wellness
c. Advise patient we cannot schedule an appointment for now
d. Advise patient that we no longer cater aged 65 and above

Answer 9

C. Advise the patient we cannot schedule an appointment for now.

Factors:
- Last visit: 05/25/2020 (More than 3 years)

Protocol: NP - 3 years and up
Resolution: Fill out NP form

Question 10

Before scheduling an ER or hospital follow-up, we need to gather the following details:

Answer 10

Facility Name
Date of Admission/Discharge
Reason for Admission

Question 11

Which of the following can be combined together with the patient’s Annual Physical?

MVA
Workmen’s Compensation
PreOp Clearance
Hospital/ER Follow-up

Answer 11

PreOp Clearance

Question 12

A patient called to cancel her appointment today as something urgent came up. Her appointment today is at 03:00 PM. It is already 3:10 PM. As an HVA, what is your best course of action?

a. Cancel the appointment and advise patient not to do it again.
b. Cancel the appointment and offer setting up future appointment.
c. Tag as missed appointment and advise patient of the fee.
d. Tag as a missed appointment and advise patient to talk to the manager fortermination.

Answer 12

c. Tag as missed appointment and advise patient of the fee.

Question 13

After sending the Medical Record Request to the hospital, when should we call the patient to set up an appointment for an ER follow-up?

Answer 13

48 hours

Question 14

Elsa from Tucson Orthopedic Institute needs your help referring a mutual patient to Rainey Pain and Performance because they are short-staffed. The clinicals are already in. What is your best response as the HVA?

“Since the clinicals are already in, I’ll be glad to assist you with your request.”
“Let me call the patient for an appointment fi rst.”
“I’m sorry, we cannot process this referral for you.”
“No problem, I can send the referral right after this call. Please advise patient theycan call after 10 mins or so.”

Answer 14

“I’m sorry, we cannot process this referral for you.”

Protocol: Third-Party Referral

Question 15

You can send a recurrent referral if the following have been met: (5 Requirements)

Answer 15

1. Previous Referral
2. Same facility
3. Same diagnosis
4. Encounter within 12 months
5. Expired PA

Question 16

How many authorized contacts are allowed per patient?

Answer 16

2

Question 17

Athena Madrigal would like to schedule an appointment for a back injury that she sustained after she fell down the stairs at her workplace. She was rushing to get home after clocking out. What should be her appointment type?

Answer 17

Check-up

Protocol: Regular Appointment

Question 18

A patient is scheduled for a TB shot on Monday. The HVA must schedule the patient for TB reading on:

Answer 18

Wednesday

Question 19

Ella Spencer has an upcoming knee surgery a month from now. What should you do first as an HVA?

Answer 19

Gather relevant details:

Facility Name
Surgeon’s name
Proposed date of operation
Procedure name

Question 20

Ella Spencer has an upcoming knee surgery a month from now. What should you do first as an HVA?

Answer 20

Gather relevant details:

Facility Name
Surgeon’s name
Proposed date of operation
Procedure name

Question 21

Which form needs an appointment with the provider for it to be signed?

HIPAA Privacy Rule Form
New Patient Form
Disability Form
Medical Release Form

Answer 21

Disability Form

Question 22

Which of the following insurance covers an MVA appointment?

Tricare
Medicare
Humana
Cigna

Answer 22

Medicare

Question 23

Which of the following qualifies for same-day appointment?

Back pain with pain scale 6/10 tolerable
Medication refi ll for lisinopril
Cough with breathing issues
Referral to Gynecology

Answer 23

Cough with breathing issues

Question 24

Neytiri Sully is requesting a copy of her husband’s medical records. What would be your best advice to the caller?

“We do not give out copies of medical records.”
“We will be needing a signed MRF before we proceed with your request.”
“Only facilities can request a copy of the patient’s medical records.”
“We will be needing 24 hours to process this and we will just call you once it’s ready for pickup.”

Answer 24

“We will be needing a signed MRF before we proceed with your request.”

Question 25

The patient needs to do a chest CT Scan. What should be included in your radiology order? Select all that apply.

Facility Name
Specialist’s Name
ICD -10 Code
Evaluation and Treatment
Facility’s Phone Number
Facility’s Fax Number Number
Procedure Name

Answer 25

Facility Name
ICD -10 Code
Facility’s Phone Number
Facility’s Fax Number
Procedure Name

Question 26

Emma Mayer wants to list her friend as an authorized person. The HVA must:

a. Update the Next of Kin portion of the patient’s chart.
b. Advise the patient to go to the clinic, update, and sign the HIPAA Privacy Rule
form.
c. Advise the patient to download the HIPAA form, update, sign, and send via email.
d. Advise the patient that we only accept immediate family members as authorized
persons.

Answer 26

b. Advise the patient to go to the clinic, update, and sign the HIPAA Privacy Rule
form.

Protocol: Forms

Question 27

Where is the HIPAA Privacy Rule Form available?

a) On the clinic’s website
b) At the patient’s home
c) At the pharmacy
d) Only at the clinic

Answer 27

d) Only at the clinic

Question 28

Who needs to sign the HIPAA Privacy Rule Form?

a) Only the clinic staff
b) Only the patient’s family
c) Only the patient
d) Both the patient and relevant clinic staff

Answer 28

c) Only the patient

Question 29

The following are being checked for New Patient qualifications, EXCEPT:

Age
History of Illnesses
Non-compliance Records
History of Substance Abuse

Answer 29

History of Illnesses