Front Office Management/Scheduling and Appointments Quiz
Ophthalmic Business Management
1. What is the most valuable management mechanism for any practice?
2. Give an example of how an office may manage a staff training program
Give several examples of why is it important for a management to delegate
responsibility
3.
4.
5.
What are some common excuses an office manager might use as to why they do not
delegate?
6.
7.
8.
9.
10.
11.
12.
13. Explain the importance of the phone to the eye care business
14. How many times should a phone be allowed to ring before it must be answered?
What three parts should be included in the company’s official phone greeting?
15.
16.
17.
18. What is the purpose of a telephone script?
19. In most circumstances, who should be taken care of first, the patient on the phone
or the one in the office?
20. When is it acceptable to put a patient on hold?
21. What should you do if the patient on the phone can not be helped right away?
22. Explain the importance of proper scheduling in the ophthalmic practice
What are some of the steps you can take to help ensure the patient will arrive on time
for their appointment?
23.
24.
25.
26. How far in advance should appointments be confirmed by telephone?
27. Should “drop-ins” be encouraged or discouraged, and why?
28. Approx. how long are most patients willing to wait before being seen?
What are the two primary purposes of recalling a patient?
29.
30.
31. What is the purpose of developing a patient referral system?
What two things is effective scheduling based on?
32.
33.
What are the three classification of appointments used when scheduling?
34.
35.
36.
37-40. Explain “modified wave scheduling” and describe how patients are scheduled
for each of the three waves (4 pts)
Wave 1:
Wave 2:
Wave 3:
41. If it is necessary for a patient to change or cancel their appointment, what should
immediately be done?