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HCS 224 Week 1 Office Operations Worksheet
Resource: Office Operations Worksheet
Complete Parts A and B of the Office Operations Worksheet.
Click the Assignment Files tab to submit your assignment.
Part A:
Mark the best answer to each of the following questions:
- Smith calls the office to schedule an appointment with Dr. Johnson. How should you answer the phone?
- Doctor’s office. Can I help you?
- Hello, this is Shirley. How can I help you?
- Good morning! Dr. Johnson’s office. This is Shirley. How can I help you?
- Johnson’s office. How can I help you?
- Which of the following is not part of the closing procedures?
- Run account reports and balance day sheet.
- Turn the phones over to the answering service or voicemail.
- Turn off all office equipment.
- Follow-up with patient to ensure compliance with physician’s instructions.
- Which of the following is not part of the registration process?
- Identify the type of insurance.
- Schedule patient for follow-up visit.
- Verify insurance coverage.
- Collect copays.
- Jones walks into the clinic without an appointment and insists on being seen, but there are no openings. What do you do?
- Find out the reason she needs to see the doctor and ask a nurse to speak to her to determine if the doctor should be asked to see her.
- You simply tell her there are no available appointments and tell her she can schedule for another day.
- You tell her she can wait for 5 to 6 hours, and you will work her in.
- You tell her she can be seen if she pays an additional $50.00 for a walk-in service.
- Melissa presents to the front desk with her insurance card and you determine after checking eligibility that the card is not active. What do you do?
- Let her be seen anyway and tell her you will bill her later.
- You explain to her the insurance is not valid and tell her she will be self-pay for the date of service and explain the possible charges.
- You tell her she cannot be seen because she has no insurance.
- You tell her you will spend some time trying to find out who takes her insurance and let her know in a few days where she can go.
- Jenkins calls the office in a panic because her husband is having chest pain. You already have three other patients on hold. What do you do?
- Tell her you have three other people to tend to and ask her to hold.
- Tell her to call 911 and hang up.
- Transfer the call to nurse for immediate triage assistance.
- Take her number and tell her the nurse will call her back shortly.
- You have a waiting room full of patients and the doctor seems to be running an hour behind schedule. What do you do?
- Keep patients informed of the delay.
- Offer some of the non-urgent appointments the opportunity to reschedule.
- Try to avoid the patients so you do not have to explain anything to them.
- Both A and B are correct.
- Simpson missed his appointment for the day. What do you do?
- Send out a notification of the no-show or missed appointment.
- You place a note in his chart not to schedule him again because he no-showed once.
- Ask the doctor to discharge him from the practice.
- Send out a notification of the no-show or missed appointment and document it in the chart.
- Mary comes into the office with two insurance cards. One is through her employer and the other is her spouse’s. Which one is primary for Mary?
- Mary can determine which one she wants to use for the visit.
- The one with the lower copay is primary.
- Mary’s plan would be primary.
- Her spouse’s plan would be primary.
- You are confirming appointments for the next day. You call Mrs. Jone’s home, but her husband answers and she is not there. What do you do?
- Tell him she has an appointment for tomorrow to have her diabetes check-up.
- Ask him to have her call the office immediately.
- Refer to the HIPAA guidelines and see if there is a release to allow you to disclose information to her spouse, including appointment times.
- Tell him to remind her that she has an appointment tomorrow.
Part B:
Write a 90- to 175-word response to each of the following prompts. Format your answers according to APA guidelines and cite any sources accordingly.
- Explain the birthday rule.
- Who is considered the guarantor of an account?
- What are some ways practices can accommodate patients with disabilities?
- Explain the differences between licensed and non-licensed staff. Give two examples of each.
- Why is it important to capture accurate demographic data upon registration?