Dr. Timothy Jones
Please give an overview of your office systems.
Dr. Timothy Jones
At New Century, we deal with patients, providers, and medical procedures, or services. The
providers, who provide the billable services to the patients, are the four doctors, four physical
therapists, and three registered nurses. The clinic has several single-purpose rooms for
examination and treatment, X-ray, and physical therapy. Other rooms are general-purpose
rooms and can be used for various procedures and services.
Each of the medical services we provide is a specific procedure defined by the American
Medical Association (AMA) and coded in the AMA’s Current Procedure Terminology (CPT).
The CPT is revised regularly. A procedure code consists of a five-digit number and a two-digit
When a patient requests an appointment, a visit is scheduled for a particular date and time with
a specific provider in a designated room. Although an appointment involves only one patient and
only one provider, the visit might include more than one procedure. Sometimes, this is known in
advance, and other times it is determined during the course of the examination or treatment.
What kinds of reports related to patients, appointments, and billing do you or your staff produce
each day? Each week? Each month? Describe the process of producing monthly patient
Every day, Lisa Sung types an appointment list for the next day for each of the providers. She
also types a call list for the day after that. For example, if today is a Tuesday, then Lisa would
prepare individual provider appointment lists for Wednesday's appointments and a call list for
Thursday's appointments. Starting first thing Wednesday morning, all patients on the call list for
Thursday are telephoned and reminded of their appointments. When a patient has been
contacted, we cross his or her name off the call list. Lisa handles most of the calls, but other
office staff members sometimes assist her.
Whenever an appointment is completed, the doctor, nurse, or therapist writes on a slip of paper
the code numbers of the procedures that were performed. The provider brings that paper along
with the patient's file out to Lisa. If the patient wants to pay for the services immediately, Lisa
calculates the total charges, makes a note of the payment on the service slip, and prepares a
receipt for the patient. The patient file then is passed to Susan Gifford, who records all the new
information onto the patient history record. If the patient is covered by insurance, Susan passes
the file on to Tom Capaletti who handles all the insurance claim forms. When Tom is done with
the file, he returns it to Susan, who refiles it. She then gives the service slip either to me or to my
accounting assistant Fred Brown, so we can keep the record of services and charges, by
Every Tuesday, Fred prepares a Provider Report for the weekly associates’ meeting held each