front office chapter 3

Question 1

what are interpersonal skills

Answer 1

Acknowledge the person speaking to you.
Rephrase
Give an example to further explain
Speak clearly
Face the patient
Read between the lines.
Positive attitude
Build trust and find common ground

Question 2

what consists of patient registration

Answer 2

Date
Name
Age
Date of Birth
SSN
Guarantors name, address etc
Employers name
Spouses Nam
Spouses Employer
Insurance company
Insurance ID
Emergency Contact
Referred by
Patients signature

Question 3

4 Levels of Communication

small talk

Answer 3

superficial

Question 4

4 Levels of Communication

sticks to facts

Answer 4

facts

Question 5

4 Levels of Communication

ideas and opinions

Answer 5

personal

Question 6

4 Levels of Communication

has emotions

Answer 6

emotions

Question 7

projections mean to the relationship of patient is

Answer 7

You are so closely involved that the patient is no longer a patient

Question 8

what is ambulatory healthcare

Answer 8

Does not need to be in the acute-care hospital setting

Ambulatory care is one of the fastest growing segments of the health care industry

Question 9

Types of Ambulatory Care

Answer 9

Private clinics
Urgent care centers
Rural Health Services
Ambulatory Surgery Centers
Dialysis centers
Infusion Therapy
School Health Services
Retail Clinics
Emergency Dept

Question 10

LPN’s who work in ambulatory care centers provide direct assistance

Answer 10

to Physicians or other types of Providers.

Question 11

The Focus of Telephone Triage

Answer 11

Telephone triage is focused on the assessment and disposition of symptom based calls rather than message taking.
Typically performed by the Nurse. Recognized and supported by most state boards.
It does not involve making a diagnosis
Nursing or Medical
Involves assessing the patients symptoms to guide the patient to the appropriate level of care.
Assessment is the most critical and substantive step in telephone triage