LWW S Administrative Medical Assisting (Third Edition)

LWW’s Administrative Medical Assisting (Third Edition) Chapter 6 — Managing Appointments

Lippincott Williams & Wilkins’ Administrative Medical Assisting (Third Edition) Lesson Plans Part II. The Administrative Medical Assistant Unit Two: Fundamentals of Administrative Medical Assisting Chapter 6 — Managing Appointments

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Estimated Time: 20 minutes Figures, Tables, and Resources and Instructor’s Notes Content Competency Text PPt Features In-Class Activities

Appointment Scheduling Systems CAAHEP Standard: 117– 9–14 Fig. 6-1: Sample page Medical Business Practices 119 from manual appointment Manual Appointment Scheduling V. C. V. Administrative book, p. 118. Functions, 1. Discuss pros Computerized Appointment and cons of various types Fig. 6-2: A computer- Scheduling of appointment generated appointment management systems. schedule, p. 119.

Legend: SR: Student Resources on thePoint; IR: Instructor’s Resource Center on thePoint; PPt: PowerPoint; SG: Study Guide.

Outside Assignments/Evaluation: Checkpoint Question 1: What is the purpose of a matrix?

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Estimated Time: 20 minutes Figures, Tables, and Resources and Instructor’s Notes Features In-Class Activities Content Competency Text PPt

Types of Scheduling CAAHEP Standard: 119- 15–24 Box 6-1: How Much Time In-Class Activities: Medical Business Practices 121 Do I Allot?, p. 119 Write out 20 cards with Structured Appointments V. C. V. Administrative patient information that Functions, 1. Discuss pros would be provided during Flexible Hours and cons of various types scheduling (identifier, of appointment returning or new status, Open Hours management systems. chief complaint, hours of availability, etc.) Divide students into groups and assign one of the scheduling systems to each group. Each group should determine the best scheduling of these 20 patients in their scheduling system. Discuss the differences in the systems.

Legend: SR: Student Resources on thePoint; IR: Instructor’s Resource Center on thePoint; PPt: PowerPoint; SG: Study Guide.

Outside Assignments/Evaluation: Checkpoint Question 2: What are the three systems that can be used for scheduling patient office visits?

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Estimated Time: 20 minutes Figures, Tables, and Resources and Instructor’s Notes Features In-Class Activities Content Competency Text PPt

Factors That Affect Scheduling CAAHEP Standard: 121– 25–31 In-Class Activities: Medical Business Practices 122 Read/Discuss “Ethical Patients’ Needs V. C. V. Administrative Tip”: Think Before You Functions, 2. Describe Speak, p. 121 Providers’ Preferences and scheduling guidelines. Needs Warm-Ups for Critical CAAHEP Standard: Thinking question 2: Sign- Physical Facilities Medical Business Practices in sheets can cause a V. C. V. Administrative breach in patient Functions, 3. Recognize confidentiality. What other office policies and protocols methods could you use for handling appointments. that would limit the potential for invasion of patient privacy?

Legend: SR: Student Resources on thePoint; IR: Instructor’s Resource Center on thePoint; PPt: PowerPoint; SG: Study Guide.

Outside Assignments/Evaluation: Checkpoint Question 3: What are three factors that can affect appointment scheduling?

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Estimated Time: 20 minutes Figures, Tables, and Resources and Instructor’s Notes Features In-Class Activities Content Competency Text PPt

Scheduling Guidelines CAAHEP Standard: 122– 32–36 Fig. 6-3: An appointment In-Class Activities: Medical Business 123 card will help the patient Video: Making an New Patients Practices: V. C. V.2. remember his or her Appointment for a New Describe scheduling appointment and reduce Patient Established Patients guidelines. no shows, p. 123. Procedure 6-1: Making an CAAHEP Standard: Appointment for a New Medical Business Patient, p. 129 Practices: V. C. V.3. Recognize office policies Procedure 6-2: Making an and protocols for handling Appointment for an appointments. Established Patient, p. 130

Legend: SR: Student Resources on thePoint; IR: Instructor’s Resource Center on thePoint; PPt: PowerPoint; SG: Study Guide.

Outside Assignments/Evaluation: Competency Evaluation Form for Procedure 6-1 Competency Evaluation Form for Procedure 6-2

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Estimated Time 10 minutes Figures, Tables, and Resources and Instructor’s Notes Features In-Class Activities Content Competency Text PPt

Preparing a Daily or Weekly ABHES Competency: 123 37 In-Class Activities: Schedule Medical Office Business Warm-Ups for Critical Procedures/ Management, Thinking question 1: c. Schedule and manage Assume that you are the appointments. office manager in a physician’s office. Create CAAHEP Standard: a policy and procedure for Medical Business Practices scheduling patients. V. C. V. Administrative Functions, 2. Describe scheduling guidelines.

CAAHEP Standard: Medical Business Practices V. C. V. Administrative Functions, 3. Recognize office policies and protocols for handling appointments.

CAAHEP Standard: Medical Business Practices V. P. V. Administrative Functions, 1. Manage appointment schedule, using established priorities.

Legend: SR: Student Resources on thePoint; IR: Instructor’s Resource Center on thePoint; PPt: PowerPoint; SG: Study Guide.

Outside Assignments/Evaluation:

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Estimated Time: 10 minutes Figures, Tables, and Resources and Instructor’s Notes Features In-Class Activities Content Competency Text PPt

Patient Reminders CAAHEP Standard: 123– 38–41 Fig. 6-4: Sample reminder Medical Business Practices 124 postcard, p. 124. Appointment Cards V. C. V. Administrative Functions, 3. Recognize Telephone Reminders office policies and protocols for handling appointments. Mailed Reminder Cards

Legend: SR: Student Resources on thePoint; IR: Instructor’s Resource Center on thePoint; PPt: PowerPoint; SG: Study Guide.

Outside Assignments/Evaluation: Checkpoint Question 4: What are the three types of patient reminders?

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Estimated Time: 30 minutes Figures, Tables, and Resources and Instructor’s Notes Features In-Class Activities Content Competency Text PPt

Adapting the Schedule CAAHEP Standard: 124– 42–48 Box 6-2: When Does the In-Class Activities: Medical Business Practices 126 Patient Need to Be Seen Warm-Ups for Critical Emergencies V. C. V. Administrative Now?, p. 124 Thinking question 3: Functions, 3. Recognize You notice that patients Patients Who Are Acutely Ill office policies and protocols Fig. 6-5: When a patient typically wait 30 to 45 for handling appointments. calls from home with a minutes past their Walk-in Patients possible heart attack, you scheduled appointment will call 911, p. 124. times because of the Late Patients physician. How would you Box 6-3: When a Patient approach a physician who Physician Delays Could Be Having a Heart chronically runs late? Attack, p. 125 Missed Appointments Box 6-4: Charting Example, p. 126

Legend: SR: Student Resources on thePoint; IR: Instructor’s Resource Center on thePoint; PPt: PowerPoint; SG: Study Guide.

Outside Assignments/Evaluation:

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Estimated Time: 10 minutes Figures, Tables, and Resources and Instructor’s Notes Features In-Class Activities Content Competency Text PPt

Cancellations CAAHEP Standard: 126 49–50 In-Class Activities: Medical Business Practices Read/Discuss “Legal Tip”: Cancellations by the Office V. C. V. Administrative Document, Document, Functions, 3. Recognize Document!, p. 126 Cancellations by the Patient office policies and protocols for handling appointments.

Legend: SR: Student Resources on thePoint; IR: Instructor’s Resource Center on thePoint; PPt: PowerPoint; SG: Study Guide.

Outside Assignments/Evaluation:

Name______Date ______

Estimated Time: 30 minutes Figures, Tables, and Resources and Instructor’s Notes Features In-Class Activities Content Competency Text PPt

Making Appointments for Patients ABHES Competency: 126– 51–60 Fig. 6-6: Sample referral In-Class Activities: in Other Facilities Medical Office Business 128 form, p. 127. Procedure 6-3: Making an Procedures/ Management, Appointment for a Referral Referrals and Consultations f. Schedule inpatient and to an Oupatient Facility, p. outpatient admissions. 131. Diagnostic Testing CAAHEP Standard: Procedure 6-4: Arranging Surgery Medical Business Practices for Admission to an V. C. V. Administrative Inpatient Facility, p. 132. Functions, 3. Recognize office policies and protocols for handling appointments.

CAAHEP Standard: Medical Business Practices V. C. V. Administrative Functions, 4. Identify critical information required for scheduling patient admissions and/or procedures.

CAAHEP Standard: Medical Business Practices V. P. V. Administrative Functions, 2. Schedule patient admissions and/or procedures.

Legend: SR: Student Resources on thePoint; IR: Instructor’s Resource Center on thePoint; PPt: PowerPoint; SG: Study Guide.

Outside Assignments/Evaluation: Checkpoint Question 5: What information should be readily available when calling to schedule a patient for surgery in another facility? Competency Evaluation Form for Procedure 6-3 Competency Evaluation Form for Procedure 6-4

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Estimated Time: 10 minutes Figures, Tables, and Resources and Instructor’s Notes Features In-Class Activities Content Competency Text PPt

When the Appointment Schedule CAAHEP Standard: 128 61 Does Not Work Medical Business Practices V. C. V. Administrative Functions, 3. Recognize office policies and protocols for handling appointments.

Legend: SR: Student Resources on thePoint; IR: Instructor’s Resource Center on thePoint; PPt: PowerPoint; SG: Study Guide.

Outside Assignments/Evaluation: