Computer Competency Exercises to Accompany Administrative Medical Assisting, 6th Edition Module 9: Patient Correspondence and Documentation

Transcription

1 Computer Competency Exercises to Accompany Administrative Medical Assisting, 6th Edition Module 9: Patient Correspondence and Documentation 9.1 Computer Competency Compose Letters to Patients Using the Correspondence Feature in MOSS Description of Simulation: The office manager has requested that you compose a number of letters to select patients for various situations, as indicated in each exercise below. Today s date is October 12, Patients Ashby and Albertson: Compose a Letter Canceling Appointments Scheduled on October 21, 2009 with Dr. Heath Step 1: The office manager has indicated that Dr. Heath will need to cancel appointments on October 21, 2009 due to an unexpected schedule conflict. In addition to calling the patients, the doctor would also like to have each patient notified with a letter. Step 2: Open MOSS and logon with your student identification. Step 3: Open Appointment Scheduling and click to October 21, Identify patients that are scheduled with Dr. Heath. Write down these names. Step 4: Close the Appointment Schedule screen, and then open the Patient Ledger for Patient Ashby. Click on the Correspondence button along the bottom of the ledger, as shown in Figure 9-1.

2 Computer Competency Exercises to Accompany Administrative Medical Assisting, 6E Figure 9-1 Step 5: Once you have clicked on the Correspondence button, a window opens to save the letter to be written. Select a location for your letter to be saved in, and then name it Ashby, as shown in Figure 9-2. Once you click OK, the letter template will open in your word processor. See Figure 9-3

3 Module 9: Patient Correspondence and Documentation Figure 9-2 Figure 9-3

4 Computer Competency Exercises to Accompany Administrative Medical Assisting, 6E Step 6: Note that the letterhead contains the practice and patient information already prefilled. After the greeting, there is a sentence Type your message here. Click at the end of this sentence and backspace to delete it. You are now ready to start typing your letter. Step 7: As learned in the Written Communications unit of your book, compose a letter to the patient from you, the Medical Assistant, indicating that appointments scheduled for 10/21/2009 are to be canceled and rescheduled. The patient is to call the office to arrange another appointment date. When you are finished, compare your letter to the sample in Figure 9-4. Your letter does not have to be exactly like the sample, however, be sure the main points of the letter are covered in yours. Figure 9-4 Step 8: When you are finished with the letter, be sure to save it once more, using the save feature of your word processor. Next, print the letter so that it may be mailed to the patient (or turned in to your instructor). Step 9: Close the letter and any open windows in MOSS until you return to the Main Menu. Step 10: Open the Patient Ledger for patient Albertson. Using the procedures you have just learned, compose the same letter, changing only the time of the appointment and other small edits where needed.

5 Module 9: Patient Correspondence and Documentation You may retype the letter, or use the Copy and Paste feature of your word processor to use the body from the Ashby letter. Compare your finished letter to Figure 9-5. Figure 9-5 Step 11: Be certain that you have saved the letter under the name Albertson, and then print the letter. Step 12: Close the letter, and any open windows in MOSS. Return to the Main Menu. Patients Carvajal, Rahman, Oliver and Jacobi: Compose a New Patient Confirmation Letter for Each Patient Step 1: The office manager has indicated that four new patient appointments were scheduled for Drs. Heath and Schwartz on November 10, As learned in your book, compose a New Patient Confirmation Letter to each patient. Step 2: Open MOSS and logon with your student identification. Step 3: Open Appointment Scheduling and click to November 10, Identify the new patients that are scheduled with Drs. Heath and Schwartz. Write down these names with the time of each visit.

6 Computer Competency Exercises to Accompany Administrative Medical Assisting, 6E Step 4: Close the Appointment Schedule screen, and then open the Patient Ledger for Patient Carvajal. Click on the Correspondence button along the bottom of the ledger. Step 5: Once you have clicked on the Correspondence button, a window opens to save the letter to be written. Select a location for your letter to be saved in, and then name it Carvajal. Step 6: Note that the letterhead contains the practice and patient information already prefilled. After the greeting, there is a sentence Type your message here. Click at the end of this sentence and backspace to delete it. You are now ready to start typing your letter. Step 7: As learned in your book, compose a letter to the patient from you, the Medical Assistant, thanking the patient for making an appointment with Dr. Heath. Confirm the date and time of the appointment in the letter, and remind the patient to arrive at least 15 minutes early and to bring their insurance cards. Include a reminder that if there is a co-payment, it is payable at the time of service. Douglasville Medicine Associates accepts personal checks and credit cards. Enclose an office brochure with the letter. When you are finished, compare your letter to the sample in Figure 9-6. Your letter does not have to be exactly like the sample, however, be sure the main points of the letter are covered in yours.

7 Module 9: Patient Correspondence and Documentation Figure 9-6 Step 8: When you are finished with the letter, be sure to save it once more, using the save feature of your word processor. Next, print the letter so that it may be mailed to the patient (or turned in to your instructor). Step 9: Close the letter and any open windows in MOSS until you return to the Main Menu. Step 10: Open the Patient Ledger for patient Rahman. Using the procedures you have just learned, compose the same letter, changing only the time of the appointment and other small edits where needed. You may retype the letter, or use the Copy and Paste feature of your word processor to use the body from the carvajal letter. Compare your finished letter to Figure 9-7.

8 Computer Competency Exercises to Accompany Administrative Medical Assisting, 6E Figure 9-7 Step 11: Be certain that you have saved the letter under the name Rahman, and then print the letter. Step 12: Using the same procedures you have just learned, prepare two more letters for new Patients Oliver and Jacobi, who are coming in to see Dr. Schwartz on November 10, You may use the same letter, changing only the doctor s name, time of the appointment and other small edits where needed. You may retype the letter, or use the Copy and Paste feature of your word processor to use the body from the previously written letters. When finished, check your work with Figures 9-8 and 9-9.

9 Module 9: Patient Correspondence and Documentation Figure 9-8

10 Computer Competency Exercises to Accompany Administrative Medical Assisting, 6E Figure 9-9 Step 13: Close the letter, and any open windows in MOSS. Return to the Main Menu. Compose a Letter about a Delinquent Account to Patient Donald Blair Step 1: The office manager has indicated that Patient Blair has not responded to previous phone calls and correspondence regarding services provided on 6/12/2009. Aetna has denied payment for these procedures due to the patient no longer being covered under this plan. A final notice letter will need to be sent to the patient before assigning the account to a collection agency. Step 2: Open MOSS and logon with your student identification. Step 3: Open the Patient Ledger for Patient Blair. Write down the balance due shown and the dates of service, as well as the doctor s name. Look up the CPT codes and review what services were provided (HINT: Click on Lists and then CPT Codes from the drop-down menu to look these up). Do the same for the ICD codes. Next, click on the Correspondence button along the bottom of the ledger. Step 4: Once you have clicked on the Correspondence button, save the letter to a location of your choice, using the patient s last name, as previously learned.

11 Module 9: Patient Correspondence and Documentation Step 5: Delete the sentence Type your message here. You are now ready to start typing your letter. Compose a letter to the patient from you, the Medical Assistant, explaining that the patient has not responded to phone calls or correspondence regarding the denied charges by Aetna for procedures on the dates specified. Give the patient 10 days from the date of the letter to call the office to set up a payment plan, otherwise, the account will be assigned to a collection agency. When you are finished, compare your letter to the sample in Figure Your letter does not have to be exactly like the sample, however, be sure the main points of the letter are covered in yours. Figure 9-10 Step 6: When you are finished with the letter, be sure to save it once more, using the save feature of your word processor. Next, print the letter so that it may be mailed to the patient (or turned in to your instructor). Step 7: Close the letter and any open windows in MOSS until you return to the Main Menu. Compose a Nonsufficient Funds (NSF) Demand Letter to Patient Eric Gordon Step 1: Today s date is 1/15/2010. The office manager has indicated that a returned check has been received for nonsufficient funds. See Figure 9-11 and note the date the check was written, the check number, and to whom the check was written to.

12 Computer Competency Exercises to Accompany Administrative Medical Assisting, 6E Figure 9-11 Step 2: Open MOSS and logon with your student identification. Step 3: Open the Patient Ledger for Patient Gordon. Write down the date of service, as well as the doctor s name. Next, click on the Correspondence button along the bottom of the ledger. Step 4: Once you have clicked on the Correspondence button, save the letter to a location of your choice, using the patient s last name, as previously learned. Step 5: Delete the sentence Type your message here. You are now ready to start typing your letter. Compose a letter to the patient from you, the Medical Assistant, explaining that patient Gordon s check was returned for NSF. Include pertinent information, such as the date the check was written and the check number. It is the office policy for the balance due to be paid in cash at the office along with a $35.00 service fee. When you are finished, compare your letter to the sample in Figure Your letter does not have to be exactly like the sample, however, be sure the main points of the letter are covered in yours.

13 Module 9: Patient Correspondence and Documentation Figure 9-12 Step 6: When you are finished with the letter, be sure to save it once more, using the save feature of your word processor. Next, print the letter so that it may be mailed to the patient (or turned in to your instructor). Step 7: Close the letter and any open windows in MOSS until you return to the Main Menu. 9.2 Computer Competency Add Notes to Patient Accounts to Document Telephone Conversations Description of Simulation: You are assigned to the front office on 1/20/2010 to answer the phone for the office. Take a Call from Patient Blair Regarding a Delinquent Account Step 1: You receive a call from Patient Blair regarding the letter he received regarding a delinquent account.

14 Computer Competency Exercises to Accompany Administrative Medical Assisting, 6E Step 2: Study the following dialogue, or practice with a study partner: Douglasville Medicine Associates, [your name] speaking, how may I help you? This is Don Blair. I m calling about a letter I got about a balance I owe. Mr. Blair, can you hold the line while I get your file? Yes, thanks. Thank you, please hold a moment. [Pull the patient s chart and find a copy of the letter. Refer to Figure 9-10.] Thank you for holding. Yes, I see we sent a letter regarding a balance due of $1, for services provided in June of Yes, I m sorry I ve taken so long to take care of this. The problem is I ve been having a battle with my previous employer. Shortly after that injury, I lost my job, and then my insurance. But this was a work-related injury and it is supposed to be covered under Workers Compensation. I see. What is the status of your claim? Well, that s part of the problem. Even though I filed a claim through Workers Comp, my previous employer is denying that this was an injury that happened on the job. As a result, things are tied up and I have another hearing date Friday, Jan 22. I m supposed to find out then if my case will be covered under Workers Comp. If not, I ll have to call you back to set up some kind of payment plan. Mr. Blair, thank you for calling our office and letting us know what is happening. I will mark your account that you have called me today, and the circumstances. However, I will need you to call me Friday afternoon, or Monday at the latest, to find out the results of your hearing. After that time, we can either set up a payment plan, or proceed with obtaining more details to bill Workers Comp for these charges. Yes, thank you I will be sure to call you back and let you know. I just don t want to be assigned to a collection agency. I ve been trying really hard to get this resolved with my employer and don t want my good credit to be affected. I understand, Mr. Blair. I will notify my office manager and the doctor that you have responded to our letter and that we are waiting to hear the outcome of your hearing. Thank you! I will call you back later this week then. Have a nice day. Thank you. Good-bye. Good-bye.

15 Module 9: Patient Correspondence and Documentation Step 3: You are now ready to record this conversation on the patient s record. Open the Patient Ledger for Patient Blair, and then click on the Notes button at the bottom of the window. See Figure Figure 9-13 Step 4: The Notes window will open, as shown in Figure Click on the Add button to open a new line to make your entry regarding this telephone conversation with Mr. Blair. Include as many important details as you can, and then compare your notes to Figure Make sure you add your name to the end of the note. Remember, your note does not have to be exactly the same, but it should include the most pertinent information. Figure 9-14

16 Computer Competency Exercises to Accompany Administrative Medical Assisting, 6E Figure 9-15 Step 5: Click on Close and your note will be automatically saved. If you need to make edits after the notes have been saved, click on the Edit button to unlock the notes so you may correct or continue as needed. Step 6: In the office, you would next prepare messages for the office manager and doctor so that they are apprised of the status of Patient Blair s account. Step 7: Close all open windows in MOSS and return to the Main Menu. Take a Call from Patient Gordon Regarding a Check Returned for Nonsufficient Funds Step 1: You receive a call from Patient Gordon regarding the letter he received regarding a returned check. Step 2: Study the following dialogue, or practice with a study partner: Douglasville Medicine Associates, [your name] speaking, how may I help you? This is Eric Gordon. I m calling about a letter I got about a bounced check. Mr. Gordon, can you hold the line while I get your file? Yes, thanks.

17 Module 9: Patient Correspondence and Documentation Thank you, please hold a moment. [Pull the patient s chart and find a copy of the letter. Refer to Figure 9-12.] Thank you for holding. Yes, I see we sent a letter regarding a check returned for nonsufficient funds in the amount of $ Yes, I m really embarrassed by this. I made a big error on my banking account and transferred some money out without realizing there were still outstanding checks that had not yet cleared. I see. Mr. Gordon, are you able to come to the office and take care of the balance with cash? Yes, I can. Can I come in anytime to do that? Yes, anytime during our regular office hours. We are also open on Saturdays from 9 am to noon for administrative purposes; you can come then if it s more convenient. Yes, that would be great. What is the total I owe? With the $35.00 service charge, the total due is $ Thank you. I will see you on Saturday, then. Have a nice day. Thank you. Good-bye. Good-bye. Step 3: You are now ready to record this conversation on the patient s record. Open the Patient Ledger for Patient Gordon, and then click on the Notes button at the bottom of the window. Step 4: The Notes window will open. Click on the Add button to open a new line to make your entry regarding this telephone conversation with Mr. Gordon. Include as many important details as you can, and then compare your notes to Figure Make sure you add your name to the end of the note. Remember, your note does not have to be exactly the same, but it should include the most pertinent information.

18 Computer Competency Exercises to Accompany Administrative Medical Assisting, 6E Figure 9-16 Step 5: Click on Close and your note will be automatically saved. If you need to make edits after the notes have been saved, click on the Edit button to unlock the notes so you may correct or continue as needed. Step 6: Close all open windows in MOSS and return to the Main Menu. Module 9 is complete.