Page 25 - Receptionist

EXAM ROOM EFFICENCY: The room tech does EVERTHING in exam room (assist doctor, present
treatment plan, release. The treatment tech and TA perform lab tests
and any service in treatment. See detailed procedure.

URGENT CARE: See above under “advanced”. It is the same although we discuss how
we will fit them in and THERE WILL BE A DELAY. We likely will not
know how long that delay will be. There are times when the delay will
be until ALL appointments are completed during that block. They
always have options of 1. Rescheduling 2. Waiting or 3. Dropping off
(with approval).

EMERGENCIES: The doctor and needed support staff drop all other patient care and
client service and triage/stabilize this patient as necessary then moves
back to their regularly scheduled appointment explaining reason there
was a delay.

Receptionists, techs and TA’s communicate with any clients that may
have delay and why. They are given options – see above.

Drill/Demonstration for “Appointment Flows and Staying On Time”:
1. Explain in your own words what the result statement means to you.
2. Why do we have this procedure this way? What would happen if we didn’t?
3. Explain what techs and TA’s do to “round” before appointments. When do you do it? Before
the first appointment of the day? How many appointments in advance? Why do we do this?
How does it help you?
4. With your trainer acting as a client explain what you say when an appointment becomes
advanced. Do not move on to the next step until you say this comfortably and friendly.
5. Demonstrate to your trainer using demo pieces or Lego people of how you would handle EACH
type of appointment in YOUR position

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