Scheduling and Pre-Arrival Coordination Flashcards

A patient calls to schedule an MRI but mentions they have a pacemaker. What should the patient access representative do first?

Answer: Alert the clinical team immediately and place the scheduling on hold

A pacemaker is a contraindication for standard MRI; the clinical team must determine if a pacemaker-safe MRI is appropriate before scheduling.

When scheduling a procedure that requires pre-authorization, the PAR should initiate the authorization process:

Answer: As early as possible to allow sufficient processing time

Pre-authorization can take several days; initiating it early prevents delays and last-minute denials.

A patient is scheduled for a colonoscopy and calls to ask about bowel prep instructions. The PAR should:

Answer: Transfer the patient to clinical staff for prep instructions

Bowel prep instructions are clinical in nature and must be provided by licensed clinical staff, not the PAR.

Which scheduling method involves booking all appointments for a specific provider at the same time each day?

Answer: Cluster scheduling

Cluster scheduling groups similar appointment types or same-resource bookings at designated time blocks to maximize efficiency.

A new patient requests a same-day appointment but the schedule shows no openings. The PAR should:

Answer: Check for cancellations, a waitlist, or refer to an appropriate urgent care option

The PAR should exhaust all appropriate options — cancellation slots, waitlists, or appropriate referrals — before turning away a patient.

What is the primary purpose of sending a pre-arrival reminder to a patient?

Answer: To reduce no-shows and ensure patients arrive prepared

Pre-arrival reminders reduce no-show rates and ensure patients know what to bring, how to prepare, and where to go.

A patient scheduled for surgery refuses to provide a current medication list during pre-arrival intake. The PAR should:

Answer: Escalate to the clinical team, as medication reconciliation is a patient safety requirement

Medication reconciliation is a Joint Commission patient safety goal; clinical staff must be involved when a patient refuses to provide this information.