3. Changes in Healthcare Service
Extended hours beyond 9 to 5
Large clinics have branch locations
Health care promotes services
4. Exceptional Patient Service
Providing best possible assistance
“Going the extra mile”
Wouldn’t you want the same for yourself or your
family?
Always ask, “What is best for the patient?”
5. Why Provide Exceptional Service?
The service that is provided to patients reflects
the level of caring and commitment of the medical
office staff
Exceptional service makes patients more
confident about services provided in the office.
6. Basics of Exceptional Service
Everyone must be committed to exceptional
service
Patients ARE customers!
Patients are #1!!
7. Patient Informational Materials
Can include
Services offered
Directory of phone numbers and addresses
Directions to facility
A must for new patients
But not a substitute for personal communication
with a patient
8. Getting the Office Ready
Many things happen before the office opens
Deactivate alarm systems at entrances; unlock front
door when ready to receive patients
Secured entrances may require employees to swipe
name badge
Obtain charts for the day’s appointments
Start and check office equipment
Turn on television or music system
Count cash drawer
9. Welcoming Patients
Patient should be acknowledged immediately
Avoid personal comments about patient’s
appearance
10. Patient Registration
Every patient – new or established – should go
through registration process
Registration is a vital step in the billing process
Existing patients will need registration verified
New patients will take longer than existing
patients because a new record is created
12. Information Gathered at Registration
Patient’s personal information – name, address, DOB,
phone
Guarantor’s information – name, address, DOB,
phone
Patient’s insurance – name, address, phone, policy
and group number
Patient’s referral information – has the patient been
referred to the office by another healthcare provider?
Emergency contact
Sometimes someone not living with the patient
Authorizations
Release of medical information to insurance company
Assignment of insurance benefits to be sent to physician
13. Patient History Form
Review of
Patient’s past medical history
Allergies and other pertinent medical information
Family history
14. Notice of Privacy Practices
Informs patient about how the patient’s health
information may be used
15. Confidentiality and Registration
Pay attention to volume of speech
Don’t repeat reason for patient’s visit
Registration stations should be partitioned
17. Layout and Design of the Reception Area
Welcoming atmosphere Refreshments
Adequate traffic Wheelchair
patterns – consider ADA Coat-rack
Appropriate seating Wastebasket
arrangement Clock
Television or music (or Restroom
both) Reception area must be
Reading material maintained by front
desk staff
Something for kids
18. Emergency Situations
Emergency – when a patient’s health may be
adversely affected if immediate action is not
taken; possibly even life threatening
Recognize potential emergencies
20. What the Medical Administrative Assistant
Should Do in an Emergency
Get the patient to a physician or nurse as soon as
possible
Use a wheelchair to transport patient
Use 911 if necessary
Protect the patient’s privacy as much as possible
Follow the physicians established protocol
Locate family members if necessary
