CMAA Medical Office Procedures 2 — Questions and Answers
Question 1: What is the proper procedure for opening a medical office?
- Turn on coffee and open the door
- Review schedule, check messages, prepare charts, verify equipment, unlock reception (Correct answer)
- Wait for the physician to arrive
- Start calling patients to confirm
Correct answer: Review schedule, check messages, prepare charts, verify equipment, unlock reception
Opening includes reviewing the schedule, checking messages, preparing charts, verifying equipment, and unlocking reception in an organized sequence.
Arrive before the first appointment to: disarm security, turn on equipment, check voicemail and messages, review the day's schedule for special needs, prepare charts/EHR records, verify exam rooms are stocked and clean, confirm prior authorizations, and unlock reception. A written checklist ensures consistency.
Question 2: How should incoming mail with patient health information be handled?
- Leave on the front desk
- Open in a private area, date-stamp, and route to appropriate person (Correct answer)
- Stack unopened until week's end
- Have any staff member open and distribute
Correct answer: Open in a private area, date-stamp, and route to appropriate person
Mail with PHI should be opened privately, date-stamped for tracking, and routed per office protocol.
Sort and open in a private area away from patients. Date-stamp each piece. Categorize (lab results, referrals, insurance, general) and route appropriately. Flag urgent items like critical lab results. Insurance EOBs go to billing. PHI should never be visible in common areas.
Question 3: What is the recommended method for scheduling a treatment series?
- Schedule only the next appointment each time
- Book all at once using wave scheduling
- Book all at once with written confirmation of all dates (Correct answer)
- Leave it to the specialist
Correct answer: Book all at once with written confirmation of all dates
Schedule all series appointments at once to ensure compliance, providing written confirmation for the patient.
Book all appointments, find consistent time slots, provide written confirmation with all dates, and set up automated reminders. Consider treatment protocol spacing, office closures, and preparation requirements. This reduces no-shows and treatment gaps.
Question 4: What is the purpose of a tickler file system?
- Store insurance cards
- Track time-sensitive tasks, follow-ups, and deadlines (Correct answer)
- Maintain supply records
- File complaint letters
Correct answer: Track time-sensitive tasks, follow-ups, and deadlines
A tickler file is a date-based system for tracking upcoming deadlines, follow-ups, and time-sensitive tasks.
Traditional tickler files use 43 folders (31 daily + 12 monthly). Modern offices use electronic systems. Uses include lab follow-ups, reauthorization deadlines, license renewals, recall notifications, OSHA compliance, and A/R follow-up. CMAAs review it daily.
Question 5: Which telephone response is most professional for a medical office?
- Hello, please hold
- Doctor's office, what do you need?
- Good morning, Valley Medical Group, this is Sarah, how may I help you? (Correct answer)
- Yeah, this is the doctor's office
Correct answer: Good morning, Valley Medical Group, this is Sarah, how may I help you?
A professional greeting includes a salutation, practice name, staff member's name, and an offer to help.
The greeting needs four elements: courteous salutation, practice name, staff member's name, and offer of assistance. Answer within three rings, avoid immediate holds, and maintain professional demeanor. Smiling while speaking positively affects vocal tone.
Question 6: What is the purpose of a policy and procedure manual?
- Satisfy tax requirements
- Provide standardized guidelines for consistent operations and compliance (Correct answer)
- Reading material for waiting patients
- Document employee personal information
Correct answer: Provide standardized guidelines for consistent operations and compliance
The manual ensures consistent operations, regulatory compliance, and serves as a reference for handling various situations.
The manual standardizes operations, trains new employees, documents regulatory compliance (HIPAA, OSHA), establishes emergency protocols, defines responsibilities, and provides legal protection. It covers registration, scheduling, records, billing, HIPAA, emergencies, and HR policies. Review and update annually.
CMAA Medical Office Procedures 2
What is the proper procedure for opening a medical office?