Question

ms. lowell arrives for an appointment on february 8, 2019. she last visited the practice on may 14, 2018, and is scheduled to see the same physician. what should you, the medical office receptionist, ask ms. lowell to do upon arrival?

multiple choice

complete all forms required for new patients.
review and update the information on file, in case there are changes.
just have a seat and wait for the physician.
call her insurance company to verify coverage.

Explanation:

Determine patient status

Using the New vs Established Patient knowledge point

• Ms. Lowell last visited the practice on May 14, 2018, and is returning on February 8, 2019.
• The elapsed time is less than 3 years (approximately 9 months).
• She is seeing the same physician.
• Therefore, she is classified as an established patient, not a new patient.

Identify intake requirements

Using the Patient Intake Process knowledge point

• Since she is an established patient, she does not need to complete the full registration packet required for new patients.
• However, because some time has passed since her last visit, the receptionist must verify that her personal, contact, and insurance information on file remains accurate.
• The correct protocol is to have her review and update her existing information to ensure there are no changes.

Answer:

• (A) Complete all forms required for new patients.
• (B) Review and update the information on file, in case there are changes. (Correct answer)
• (C) Just have a seat and wait for the physician.
• (D) Call her insurance company to verify coverage.