Young: Instructor’s Resource Manual for Kinn’s The Administrative Medical Assistant, 6th Edition

Chapter 10: Scheduling Appointments

Instructor’s Resource Manual

National Accreditation Competencies and Content
|CAAHEP COMPETENCIES |ABHES COMPETENCIES |
|Administrative |Professionalism |
|3.a.(1)(a). Schedule and manage appointments |1.h. Be courteous and diplomatic |
|3.a.(1)(b). Schedule inpatient and outpatient admissions and |Communication |
|procedures |2.e. Use proper telephone techniques |
|General |2.h. Receive, organize, prioritize, and transmit information expediently |
|3.c.(1)(b). Recognize and respond to verbal communication |2.k. Principles of verbal and nonverbal communication |
|3.c.(1)(d). Demonstrate telephone techniques |2.l. Recognition and response to verbal and nonverbal communication |
|3.c.(2)(a). Identify and respond to issues of confidentiality |2.m. Adaptation for individualized needs |
|3.c.(2)(d). Document appropriately |2.n. Application of electronic technology |
|3.c.(3)(a). Explain general office policies |2.p. Professional components |
|3.c.(3)(b). Instruct individuals according to their needs |Administrative Duties |
|3.c.(4)(a). Utilize computer software to maintain office |3.a. Perform basic secretarial skills |
|systems |3.c. Schedule and monitor appointments |
| |3.f. Manage physician’s professional schedule and travel |
| |3.g. Schedule inpatient and outpatient admissions |
| |Legal Concepts |
| |5.b. Document accurately |

LEARNING OBJECTIVES 1. Define, spell, and pronounce the terms listed in the vocabulary. 2. Discuss three items that must be considered when scheduling appointments. 3. Explain the features that should be considered when choosing an appointment book. 4. Discuss the advantages of computerized appointment scheduling. 5. Explain how self-scheduling would reduce calls to the medical office. 6. List and explain at least three methods of appointment scheduling. 7. Explain the basic procedure to follow when the office is behind schedule. 8. Discuss offering choices to patients when scheduling appointments. 9. Explain the importance of legible writing in the appointment book. 10. Discuss several methods of dealing with patients who consistently arrive late. 11. Name several reasons for failed appointments.

PREPARING TO TEACH
Prepare to teach the material to the students by completing the following tasks. • Review the chapter. • Review the lecture outline in the PowerPoint slides on the enclosed CD-ROM. Print a copy to use as lecture notes. Use the PowerPoint slides during your lecture. • Determine which activities will be assigned to students.