CMAA Patient Scheduling and Appointments 3

Question 1

What is double-booking, and when might it be appropriate?

Accepted Answer

Two patients in one slot; appropriate when one is quick and the other needs extended time

Answer

Never appropriate

Answer

Same patient with two providers on one day

Answer

Booking two and canceling whichever arrives second

Question 2

A patient has no-showed three times in six months. What action should be taken?

Accepted Answer

Follow the no-show policy: warning letter, discuss barriers, potentially discharge with proper notice

Answer

Immediately discharge the patient

Answer

Charge triple cancellation fee

Answer

Continue scheduling normally

Question 3

What is the purpose of a scheduling matrix or template?

Accepted Answer

Define daily schedule structure including slots, time allocations, and appointment types

Answer

Calculate employee payroll

Answer

Track insurance information

Answer

Create monthly financial reports

Question 4

How should reminders be handled for patients without phone or internet?

Accepted Answer

Mail appointment reminder cards with sufficient lead time

Answer

Skip reminders since there's no way to reach them

Answer

Only schedule same-day appointments

Answer

Have another patient deliver the message

Question 5

What is the advantage of an online patient scheduling portal?

Accepted Answer

Patients book at their convenience, reducing phone volume and improving efficiency

Answer

Eliminates need for front desk staff

Answer

Guarantees no missed appointments

Answer

Removes need for confirmation processes

Question 6

How should the CMAA handle a physician time-off request that conflicts with scheduled patients?

Accepted Answer

Notify affected patients promptly, offer rescheduling or alternative providers, and document all changes

Answer

Cancel all appointments without notification

Answer

Ignore the request

Answer

Let patients arrive and find out on their own