Understanding Health Insurance: A Guide to Billing and Reimbursement
14th Edition
ISBN: 9781337679480
Author: GREEN
Publisher: Cengage
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Scenario: You are the MOA in a busy family practice. The following calls come in to your office. For each situation, respond in the most appropriate manner. How would you handle each call? If it is for your physician, do you put the call through? Do you take a message? Can you handle the call yourself? Provide a brief explanation for each example.
“Hi, I would like to make an appointment to see the doctor. I had my X-ray done yesterday, and let me tell you, it was quite an ordeal. First, I had a hard time getting down to the hospital. Then, I got lost… I’m not sure how that can even happen, but then this really nice lady offered…”
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Scenario: You are the MOA in a busy family practice. The following calls come in to your office. For each situation, respond in the most appropriate manner. How would you handle each call? If it is for your physician, do you put the call through? Do you take a message? Can you handle the call yourself? Provide a brief explanation for each example.
“Hi, this is Samantha calling from the ICU, I need to speak with the doctor regarding urgent orders for one of his patients that was admitted this afternoon.”
TELEPHONE TRIAGE
Scenario: You are the MOA in a busy family practice. The following calls come in to your office. For each situation, respond in the most appropriate manner. How would you handle each call? If it is for your physician, do you put the call through? Do you take a message? Can you handle the call yourself? Provide a brief explanation for each example.
“I have been trying to get through to you for over an hour. What is wrong with you people? Do you leave the telephone off the hook? Don’t you realize that there are sick people wanting to get in touch with you? Can’t you afford another telephone line? This is ridiculous!”
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