1. Office Administration
2nd edition
Brenda A. Potter, CPC

2. Patient Reception and
Registration

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

11. Registration Form

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

16. Reception Area
 Reception area or lobby, NOT waiting room

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

19. Common Medical Emergencies
 Chest pain  Head injury
 Seizure syncope
 Respiratory  Psychotic episode
distress  Eye injury
 Diabetic episodes  Burns
 Profuse,
uncontrolled
bleeding

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

21. Other Situations
 Fractures
 Acutely ill or uncomfortable patients