Question

VILA.1 Demonstrate Professionalism when Discussing Patient's Billing Record COMPETENCY: VILA.1. Demonstrate professionalism when discussing a patient's billing record. Scenario: Demonstrate professionalism when requesting that a patient pay the charges for services rendered, (such as copayments, coinsurance amounts, deductibles or a past due bill) OBJECTIVE(S): With the instructor grading directly the student will demonstrate professionalism when discussing patient's billing record through a typed role-play with a student partner using an instructor provided scenario Patient scenario: James Smith, a 27 year old patient has just been seen for a sore throat. When you ask for the $20 copay, he asks if he could send a check in the mail tomorrow. When you check his billing record, you notice that he owes co-pays from 2 other visits. You bring this to your supervisor's attention and she asks you to have a discussion with this patient. Office policy is that co-pay is expected at the time of visit. SUPPLIES: Simulated office scenario, patient account information reflecting past due balance TIMEFRAME: 10 minutes GRADING: PASS - 100% accuracy: All steps must be completed as written for "PASS." Students are permitted two (2) graded attempts. Grading Instructions: When step is performed as written, record a "v" for "PASS.". When step is omitted and/or there is an error in written procedure, record instructor initials for "FAIL." procedure must be repeated. In the typed role play scenario, how would you the MA perform these task accurately, demonstrating sensitivity and professionalism in handling accounts receivable activities with patient? Type the Rationale: PASS: "/" Fail: Instructor initials __ Made appropriate eye contact with the patient __Established a professional and empathetic atmosphere _Professionally and respectfully reminded patient of office policy that co-pay is due at time of visit _Professionally and respectfully identified to patient that he owes for 2 previous co-pays Offers suggestions for different payment options (credit card, cash, check) _Allows patient opportunity to voice any unusual circumstances that would limit his ability to pay and he indicates that he lost his job 2 months ago Displays sensitivity to this patient's circumstances while attempting to negotiate a reasonable resolution to this problem. Achieves reasonable resolution to problem

Answer 1

1 ) For eye contact sit with level of patient facing front and directly gazing at his .face.

2) well coming the patient how he is feeling and how much he liked the services. Importaint to develop good relationship.

3) Sir according to our office policy the copays has to be cleared at the time of visit. Importaint for professional things

4) Sir with due respect I would like to bring it your attention that you owe us two co- pays of your earlier visit on such and such date. Importaint to abstain person from further making such moves .

5) Sir we would to inform you that you can pay us by other payment facilities like credit card, cash etc. In case he is willing to pay now and unaware of the option.

6) Sir we would like to hear more about your delay in payment.develops trust

7) Sir after from hearing from you we are much moved by your problem we can assure we would do something about it . U can say which way You are comfortable in paying us.finally getting back the payment.

8) we are very happy and accept your terms of payment  

9) We are here for you at your service always and do visit us again . Good for further business .

10) Taking payment from the patient first priority in this scenario.

11) staff are building blocks of organization thankful for them to point out such payment irregularities.

12 ) Valid piece of information for further records.

13) Appearance is very important for such things this only bring trust and idea that the person posses authorities.