You are working as a Medical Administrative Assistant at Riverview Clinic, which is part of a large hospital and clinic system in the state where you reside.
You have been in this role for a few months and are starting to settle into your position. Your job duties are split between working at the reception desk and
completing some behind-the-scenes office management tasks. You arrive to work on Friday morning with multiple messages waiting for you:
Three (3) voicemails
Laila, a receptionist, is scheduled to work this morning from 9 am -12 pm. They are ill and not able to come to work today.
Taylor Lee, an angry clinic patient, left a voicemail at 9 pm on Thursday. They stated that they’d been trying to call the clinic all week to get the information
they need for an appointment with a specialist on Monday morning. They said they have left multiple voicemails for multiple people in the clinic and are
upset that no one has returned their calls.
Robin Lewis, a clinic patient, states that they have been trying to schedule an appointment for next week using the online scheduling system. They can’t get
logged in because the system doesn’t recognize them as an existing patient. They ask for your help to schedule an appointment and find out how they can
access the online system in the future.
Four (4) emails
Mr. Wilson and Ms. Harris, are clinic patients with billing questions.
An automated email from the clinic’s hazardous waste management service asking you to confirm next week’s waste pickup on Wednesday.
Ahmad, a medical assistant at your clinic, is reporting a potential HIPAA violation. They overheard a nurse, Jordan, at the clinic discussing patient information
on their cell phone in the breakroom yesterday.
Three (3) messages within the clinic’s EHR secure messaging system
Jamil Patel, a physician assistant at a neighboring clinic, asking about the results of a completed test at your clinic. They need the test results to prepare a
treatment plan for their patient.
Casey Garcia, a parent of a clinic patient, that you also know personally. They are requesting you to provide their son’s medical chart and tell them when their
next scheduled appointment is. Because you know this person outside of work, you are aware that they recently lost legal custody of their son and no longer
have access to this information.
Skye Harfeld, a clinic patient, needs assistance updating their demographic information within the EHR system. They are moving next month and want to
make sure their bills and test results are mailed to the new address.
One (1) post-it note
Randall, your supervisor, is reminding you that three new employees start on Monday. You are in charge of conducting new employee orientation and
preparing new employee paperwork.
The clinic is not open over the weekend, and you need to complete these tasks as soon as possible. You will also need to balance these tasks with your work
at the reception desk, welcoming patients, registering patients, and answering phone calls.
In a Microsoft Word document, thoroughly answer the following questions.
Explain how you will prioritize your day? List your tasks from most urgent to least urgent and explain how you ranked each task. Include how you will balance
these tasks with your work at the reception desk.
Discuss how you will respond to each scenario? Include the type of communication you plan to use (phone call, email, message, in-person discussion, etc.)
and explain what you would say or do in each scenario.
Identify which of these scenarios would benefit from de-escalation techniques? How would you attempt to deescalate each scenario?
Discuss how you will provide excellent customer service in the patient scenarios above? Additionally, how will you provide excellent customer service to
patients checking in at the reception desk while managing your other tasks?
Identify professional communication skills necessary to use when responding to the healthcare workers in the scenarios above. Explain why these
communication skills will be important in each scenario