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

Double-booking pairs a quick visit with a longer one where the provider can alternate between rooms.

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

Follow the graduated no-show policy: documented warnings, barrier discussion, and potential discharge with proper 30-day notice.

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

The scheduling matrix defines available time slots, appointment lengths, and designated times for different visit types.

Question 4

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

Accepted Answer

Mail appointment reminder cards with sufficient lead time

Answer

Mailed reminder cards sent 7-10 days before the appointment remain effective for patients without modern technology.

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

Online portals allow 24/7 booking, reduce call volume, give patients control, and improve scheduling efficiency.

CMAA - Certified Medical Administrative Assistant Practice Test