Chapter 5
Receptionist and the Medical
Office Environment
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Objectives
• Review the learning and performance
objectives for this chapter
• By the end of this chapter, demonstrate
the procedures in the textbook and the job
skills in the workbook
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2
Heart of the
Health Care Professional
• As the first one who greets patients, the
receptionist sets the tone of the office with
a smile, helpful attitude, and caring
approach
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Office Receptionist
• First Impression
– Positive public relations
– Professional and friendly
– Empathetic and sympathetic
– Well-groomed and attentive
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Office Receptionist
• Multitasking
– Organized
– Establish priorities
– Expect interruptions
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Opening the Medical Office
• Open the Medical Office
– Procedure 5-1
• First and last duties each day: open and
close office
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Opening the Medical Office
• Preparing Records
– Arrange patient medical records in order
patients will be seen
– Check that consultation reports or test results
are available
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Opening the Medical Office
• Retrieving Messages
– Check answering machine or service
– Deliver messages to appropriate staff
members
– Return calls as necessary
– Take action as necessary
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Opening the Medical Office
• Greeting Patients
– Note names on schedule
• Addressing Patients
– Personalize greeting
– Use correct titles
– Offer compliments
• Adds sincerity
• Conveys interest
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Opening the Medical Office
• Greeting Patients
– Customize requests and comments
• “Your sure look rested. Did you have a great time
in Hawaii, Mr. Warner?”
• “That’s a beautiful scarf you have on Mrs.
Anderson.”
• “Is that your granddaughter, Mr. Huang? She sure
is adorable.”
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Opening the Medical Office
• Patient Visit Log
– Confidential sign-in log
– HIPAA compliance
– Assign patients numbers
– Tracking tool
– See Figures 5-3A, 5-3B, 5-4A, 5-4B
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Processing Patients
• Red Flags Rule
– Prevents medical identity theft
– Verify patient’s identity with driver’s license
plus another identification
– Alerts
•
•
•
•
Address/billing inconsistencies
Inaccurate medical records
Insurance information missing
Patient claims he or she victim of identify theft
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Processing Patients
• Patient Registration
– Preregistration
• Mail or e-mail registration form to patient
• Obtain information by telephone
– Registration kiosks
• Self-service computers
– Assist Patients with In-Office Registration
Procedures (Procedure 5-2)
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Processing Patients
• Patient Registration
– Registration member cards
• Plastic card with account number
– Registering patients under managed care
plans – check:
• Authorization for visits
• Participating provider
• Referring physician
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Processing Patients
• Patient Registration
– Registering patients coming from a hospital
• Obtain hospital face sheet
• Call admitting office
– Updating information
• Subsequent visits
• Verify for accuracy
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Processing Patients
• Medical History and Reports
– Obtain past medical records
– Obtain authorization to release information
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Processing Patients
• Privacy Notice
– Must be given, explained to patient, signed
• Waiting in Reception Area
– 15-20 minute wait time
• Escorting Patients
– Patients with special needs
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Processing Patients
• Assist patients in preparing forms
– Application Form for a Disabled Person
Placard (Procedure 5-3)
• Instructing Patients
– Patient instruction form
•
•
•
•
Improves compliance by patient
Legally protects physician
Reduces telephone calls
Cements bond between physician and patient
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Processing Patients
• Community Resources
– National, state, county, city, and private
agencies offer programs and resources
– Patients may need referrals
– Develop a list of community resources
• Procedure 5-4
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Reception Area
• Features of the Reception Area
– Business cards
– Signs
– Air, temperature, and lighting
– Music
– Plants and decorative items
– Reading material
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Reception Area
• Features of the Reception Area
– Develop a Patient Education Plan for
Diseases/Injuries Related to the Medical
Specialty
• Procedure 5-5
– Food and drink
– Television
– Bulletin board
– Children’s toys, puzzles, and books
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21
Reception Area
• Maintaining the Reception Area
– Housekeeping tasks
•
•
•
•
Clean
Replenishing supplies
Declutter areas
Use universal precautions if needed
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Office Safety and Emergency
Preparedness
• Learn About:
– Safety laws and regulations
– Office security and fire prevention
– Medical emergencies and disasters
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23
Office Safety and Emergency
Preparedness
• Handling Medical Emergencies
– Remain calm
– Reassure patients
– Call ambulance
– Assist physician
– Start CPR if necessary
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24
Office Safety and Emergency
Preparedness
• Safety and Health Standards (OSHA
Compliance)
– Safety officer:
•
•
•
•
Train medical staff for on-the-job hazards
Develop safety manual
Perform inspections
Keep records
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25
Office Safety and Emergency
Preparedness
• Safety and Health Standards (OSHA
Compliance)
– Medical Waste Management
• Office clean, sanitary, decontaminated
– Exposure Control Plan
• Eliminate or minimize employee exposure to
contamination
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26
Office Safety and Emergency
Preparedness
• Safety and Health Standards (OSHA
Compliance)
– Personal Protective Equipment (PPE)
•
•
•
•
Lab coat or gown
Gloves
Surgical caps and shoe coverings
Masks and eye protection
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Office Safety and Emergency
Preparedness
• Safety and Health Standards (OSHA
Compliance)
• Immunizations
– Employers must offer free of charge hepatitis
B virus (HBV) vaccine
• At-Risk Employee Records
– Exposure by bloodborne pathogens or
infectious agents
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Office Safety and Emergency
Preparedness
• Ergonomics
– Science of fitting workplace conditions to
capabilities and natural movement of human
body
– Furniture and equipment changes
– Work at a Computer Station and Comply with
Ergonomic Standards
• Procedure 5-6
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29
Office Safety and Emergency
Preparedness
• Office Security
– Theft target due to expensive
equipment/drugs
– Lock up valuables, files, prescription pads
– Install burglar alarms
– Limit keys distribution
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30
Office Safety and Emergency
Preparedness
• Office Security
– Be alert for loiterers
– Use computer security
– Keep local police contacts
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31
Office Safety and Emergency
Preparedness
• Safe Working Environment
– Electrical safety
• Inspect electrical equipment
–
–
–
–
–
–
–
Appliances/Equipment
Space heaters
Office kitchen
Plugs and cords
Power strips/surge protectors
Lightbulbs
Wall plates
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32
Office Safety and Emergency
Preparedness
• Safe Working Environment
– Slips, trips, and falls
•
•
•
•
•
Weather hazards
Loose rugs/mats
Wet/oily surfaces
Carpets, cords, clutter, open drawers
Wear proper shoes
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33
Office Safety and Emergency
Preparedness
• Fire prevention and safety
– Three sources to start fire: air (oxygen),
ignition (heat), fuel
– Chemicals
• Material Safety Data Sheets (MSDS)
– Prevent and Prepare for Fires in the
Workplace (Procedure 5-7)
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34
Office Safety and Emergency
Preparedness
• Fire prevention and safet
– Fire procedures and evacuation
• R = Rescue
• A = Alarm
• C = Confine
• E = Extinguish/Evacuate
• R = Relocate
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35
Office Safety and Emergency
Preparedness
• Fire prevention and safety
– Fire protection systems and equipment
• Fire extinguishers
• See Table 5-1: Fire Extinguisher Types and Uses
– Learn How and When to Use a Fire
Extinguisher
• Procedure 5-8
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36
Office Safety and Emergency
Preparedness
• Using a fire extinguisher
– P.A.S.S.
•
•
•
•
Pull pin
Aim at base of fire
Squeeze handle
Sweep side to side
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37
Office Safety and Emergency
Preparedness
• Preparing for Environmental and Other
Disasters
– Disaster: sudden event (tragedy) that results
in great damage
– Response plan: blueprint for responding and
evacuating premises
– Health care workers on front-line
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38
Office Safety and Emergency
Preparedness
• Preparing for Environmental and Other
Disasters
– FEMA Core Areas
•
•
•
•
Migration/Prevention
Preparedness
Response
Recover
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Office Safety and Emergency
Preparedness
• Preparing for Environmental and Other
Disasters
– Develop an Emergency Disaster Plan
• Procedure 5-9
– Pandemic emergency
• New infectious virus appears capable of human to
human transmission
• World population with no or little immunity
• WHO: six-phase alarm system
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Closing the Medical Office
• Make sure all patients have left
• Close the Medical Office
– Procedure 5-10
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41
Stop and Think
Case Scenarios
• Review the scenario “Privacy Protection”
– Determine three possible ways you could
respond to her in order to protect her privacy
without seeming rude or uncaring
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42
Stop and Think
Case Scenarios
• Review the scenario “First Impression”
– What is your first impression of the medical
office and the receptionist?
– How do you feel when the receptionist does
not look up to acknowledge you?
– If you were the receptionist, what would you
have done in this situation?
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43
Stop and Think
Case Scenarios
• Review the scenario “HIPAA Violation
versus Incidental Disclosure”
– In each scenario, distinguish the difference
between “incidental disclosure” of protected
health information and a HIPAA privacy-rule
violation
– State which it is and explain your reasoning
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