Click here for more sample CPC practice exam questions with Full Rationale Answers

Practice Exam

Click here for more sample CPC practice exam questions and answers with full rationale

Practice Exam

CPC Practice Exam and Study Guide Package

Practice Exam

What makes a good CPC Practice Exam? Questions and Answers with Full Rationale

CPC Exam Review Video

Laureen shows you her proprietary “Bubbling and Highlighting Technique”

Download your Free copy of my "Medical Coding From Home Ebook" at the top right corner of this page

Practice Exam

2018 CPC Practice Exam Answer Key 150 Questions With Full Rationale (HCPCS, ICD-9-CM, ICD-10, CPT Codes) Click here for more sample CPC practice exam questions with Full Rationale Answers

Practice Exam

Click here for more sample CPC practice exam questions and answers with full rationale

A Brief Introduction to Medical Answering Services

Medical answering services provide the ideal solution for the medical practitioners who get huge influx of calls from their patients. It is not possible for doctors to attend every call especially during the working hours and therefore several medical practitioners outsource this requirement to companies engaged in providing call-handling services to doctors.

The main function of answering services is to answer the generic queries of patients and to schedule their appointments with the doctor. Thus, the doctor and his staff are freed from the hassle of doing day to day routine jobs. If there are some issues that the doctor should personally look into, the same is communicated to the doctor so that he can do the needful.

The main benefit of medical answering services is that they help the doctors perform effectively. Also, the patients feel good, as they do not have to wait for long to get appointments and answers to their queries. The patients can also communicate through emails as the service provider also answers the e-mails of the patients. If there is something critical then the executive will forward the mail to the doctor or the concerned staff. Another benefit is that the company providing such services takes responsibility for maintaining all database regarding the incoming calls and e-mails. Also, these companies take utmost care in taking regular backup of the data so that the data remains secure even if the server breaks down.

These services are better than the automated answering machines as in case of automated machines patients get sometimes frustrated when they have to dial several digits to reach the doctor’s assistant or to schedule the appointments or to get an answer to a simple query.

Some companies providing these services have fixed working hours while others operate 24 X 7. The medical practitioner can choose the type of services he wants depending upon the volume of calls he receives and the type of his medical practice.

In short, the virtual answering service helps medical practitioners to stay connected to their patients while they are away for work, study, a conference, or enjoying a short vacation. Visit medical answering services for more information.

Life Saver Guarantee – Medical Answering Services

There are times when accident hits one of your family or acquaintances and ends up injuring them. The situation gets worse when they became incapacitated and you are the only one that able to help them. That can be an easy pinch when you have a medical school background, but what if you don’t and it is late enough to hail a cab and bring your friend to the hospital? Then, one thing that you can do is to contact medical professionals that will assist you to help your downed family or acquaintances and prevent you to make things worse. That’s when you need to call medical answering service that can give you a way out for you and your family or acquaintances that are desperately in need of medical attention. One of the medical answering services is to give medical assistance such as dispatching unit immediately to your location.

The services also provide you with every medical response you need in case of emergency or in ordinary circumstances such as calling hospitals and doctors for an appointment. The services also provide a 24 hour-service-time that enables you to gain access to medical help whenever calamity and unlucky events that happened. You can rest assured knowing that you will be supported by medical staff that will respond to any emergency situation quickly and appropriately. The medical employees that will answer your call are well trained professionals, screened, and sensitive to the medical nature and importance of each incoming call. Each emergency call is thoroughly verified, and accurate messages is taken whether it’s regarding setting an appointment with your doctors and hospital, confirmation of an appointment to discuss about your disease and sickness, lab result for your blood and your vital signs, prescription dispatch, or handling and dispatching medical staff in respond to your emergency needs. They are very committed to give you medical help when something medically-bad occur to you or others’.

The other great thing from medical answering service is that they can suit your timely needs whether its 24 hour or just a simple on half-day daily basis needs. So whether you need a full-time protection or just and emergency precautions calls, the medical answering service is there to help. As a conclusion, please heed this one piece of advice: if sometimes accident happened to you, your family, or acquaintances whatever you do don’t do it in a state of panic, because now you know that there are medical answering services for you to look for.

This entry was posted on Call Answering Services

Related Medical Coding Articles

Call Center Services: Medical Answering Services

The healthcare sector is billed as the next big thing for call center services. In countries like USA, healthcare is one of the most promising industries. The Barack Obama administration has passed the healthcare reform bills that will provide medical aid to about 2 million Americans. That would mean greater emphasis on medical answering services. This is one of the few telemarketing services that look at a future brighter than it is at the present. With more healthcare units coming into its own, there will be a huge demand for BPO companies to get these projects. Ideally the government projects would not be outsourced to offshore call centers. But many third world companies are now tying up with the domestic companies in USA to bag those projects. Then these will be transferred to the cheaper BPO service units in countries like India and Brazil.

 

Medical answering services need some additional capabilities. While call center services generally deal with consumer products/services, medical answering will have a definite element of emergency. Callers who call the inbound call center team would want the information as fast as possible. It may be that they are looking for the phone numbers of doctors or nurses because someone is seriously ill. Your BPO agents have to provide them with what they are looking in the least time. There will be lots of hysterical calls and distressed callers looking for medical help. The agents on the phone answering desk have to keep their calm and solve the problems that crop up. Sometimes all it takes for the agent is to listen to the problem at hand and do some counseling. That would solve the problem!

 

Data is an important aspect of medical answering service. Medical terms and jargons must be made available to the call center agents. Conducting training sessions to make them familiar with the terms is an additional help. The BPO agents must be careful about the information that they disseminate. Any wrong information could lead to serious injury or even legal complications. When in doubt, the answering service agents must cross-check with their supervisors. The team leaders and managers, on the other hand, have to be careful about the data that they share with the agents. Medical information is critical for the callers and any leak would reflect badly on the call centers doing the projects. Customers are also paranoid about their medical details. You have to be careful with that aspect.

 

Medical answering services need professional and prompt customer services. You have to be careful about the kind of processing that you do. The agents on the job have to be particular about being steady and quick in their processing. Callers are always hyperactive when faced with a medical emergency. It is the job of the agent to listen to them patiently and devise a course of action. More often than not, you will find that the BPO agent has to decide the next step on behalf of the callers. Agents have to responsible enough to be up for the task.

We have a quality team of call center agents that handle medical answering services. Our aim is to professionally handle medical help calls at the customer service desk.

Answering common questions for OB coding in ICD-10-CM

By Lori-Lynne A. Webb, CPC, CCS-P, CCP, CHDA, CDIP, COBGC
 
As we continue to learn and embrace ICD-10-CM, many coders are still feeling uncertain in their ability to code OB delivery and ancillary services as easily as we did using ICD-9-CM. In addition, ICD-10-CM has presented some new documentation challenges.
 
I recently presented a webcast about how to unbundle the pregnancy package and use the coding concepts available in ICD-10-CM. I got some great questions, but simply didn’t have enough time to get to all of them during the presentation. I think a lot of coders are probably asking similar questions, so I’ve answered them below. I will follow up with additional questions and answers in a future column.  
 
Q: During the delivery, if the physician documents group B strep (GBS) positive on the delivery note, do you code O99.824 (streptococcus B carrier state complicating childbirth) and Z3A.- (weeks of gestation)?
 
A: Yes, this is proper coding for the GBS notation, however the provider also needs to document that this was complicating the pregnancy. A positive GBS culture is considered a pregnancy complication, it is not considered a high-risk pregnancy complication. Within the documentation, the provider should have noted the care associated with GBS, such as the usage of antibiotics prior to or during the delivery itself.
 
If the provider notes that the patient is a GBS carrier, or does not consider this to be a complication of the pregnancy, then code Z22.330 (carrier of group B streptococcus) should be used rather than a complication code. As a coder, if it is unclear whether the provider is considering GBS a complication at the time of delivery, a query may be in order to clarify.
 
16. Documentation of Complications of Care; Code assignment is based on the provider’s documentation of the relationship between the condition and the care or procedure. The guideline extends to any complications of care, regardless of the chapter the code is located in. It is important to note that not all conditions that occur during or following medical care or surgery are classified as complications. There must be a cause-and-effect relationship between the care provided and the condition, and an indication in the documentation that it is a complication. Query the provider for clarification, if the complication is not clearly documented.
 
Q: Do we have to put the ICD-10-CM Z3A.- weeks of gestation codes on every single encounter for OB patients?
 
A: According to the American Health Information Management Association, the Z3A.- weeks of gestation codes do not have to be appended at every single encounter. However this provides an amazing amount of information and data tracking, not only for your office, but also as transparency for the patient, the payer, and the physician. It is incredibly helpful to see that the patient had her first-trimester ultrasound at 11 weeks, just by reviewing the claim and/or patient data.
 
Q: What code are you using when there is a current condition that the mother has, e.g., rheumatoid arthritis?
 
A: Upon delivery, if the patient has another current condition that is affecting the delivery itself, it is appropriate to code the sign, symptom, or diagnosis. However, the documentation in a delivery record needs to clearly state whether or not it is a “complication” to the pregnancy or simply a coexisting medical diagnosis.
 
In the case you mention, where the mother has rheumatoid arthritis but it is not specifically noted as a complication, and the patient has a non-complicated birth, the codes below could be considered:
  • O80, encounter for full-term uncomplicated delivery
  • M06.9, rheumatoid arthritis, unspecified
  • Z37.-, birth status
  • Z3A.- 
 
However, if the provider is documenting that the mother’s rheumatoid arthritis is currently complicating the pregnancy and/or delivery, then the following ICD-10-CM codes could be considered based upon the provider’s actual documentation or information after a query:
 
  • O26.89-, other specified pregnancy-related conditions
  • M06.9, unless you have more specificity regarding the rheumatoid arthritis
  • Z37.-
  • Z3A.-
According to the ICD-10-CM Official Guidelines for Coding and Reporting:
c. Pre-existing conditions versus conditions due to the pregnancy; Certain categories in Chapter 15 distinguish between conditions of the mother that existed prior to pregnancy (pre-existing) and those that are a direct result of pregnancy. When assigning codes from Chapter 15, it is important to assess if a condition was pre-existing prior to pregnancy or developed during or due to the pregnancy in order to assign the correct code. Categories that do not distinguish between pre-existing and pregnancy-related conditions may be used for either. It is acceptable to use codes specifically for the puerperium with codes complicating pregnancy and childbirth if a condition arises postpartum during the delivery encounter.
 
 
Q: If patient is admitted to the hospital for a complication in the second trimester, how do we indicate this is not a delivery? When the patient delivers, we want to ensure we are not denied for it being already paid as part of the global package.
 
A: When you are billing for your complication in the second or third trimesters and the patient is still pregnant (undelivered), the appended ICD-10-CM codes document this. If and when the patient actually delivers, you will append the outcome of delivery codes to the claim, as per the ICD-10-CM coding guidelines.
The guidelines state:
 
  • Outcome of delivery; A code from category Z37, Outcome of delivery, should be included on every maternal record when a delivery has occurred. These codes are not to be used on subsequent records or on the newborn record.
 
Codes in this category are:
·         Z37.0, single live birth
·         Z37.1, single stillbirth
·         Z37.2, twins, both liveborn
·         Z37.3, twins, one liveborn and one stillborn
·         Z37.4, twins, both stillborn
·         Z37.5-, other multiple births, all liveborn
o   Z37.50, multiple births, unspecified, all liveborn
o   Z37.51, triplets, all liveborn
o   Z37.52, quadruplets, all liveborn
o   Z37.53, quintuplets, all liveborn
o   Z37.54, sextuplets, all liveborn
o   Z37.59, other multiple births, all liveborn
·         Z37.6-, other multiple births, some liveborn
o   Z37.60, multiple births, unspecified, some liveborn
o   Z37.61, triplets, some liveborn
o   Z37.62, quadruplets, some liveborn
o   Z37.63, quintuplets, some liveborn
o   Z37.64, sextuplets, some liveborn
o   Z37.69, other multiple births, some liveborn
·         Z37.7, other multiple births, all stillborn
·         Z37.9, outcome of delivery, unspecified
 
Q: In ICD-10-CM, can you bill codes O35.5- (maternal care for [suspected] damage to fetus by drugs) and O99.33- (smoking [tobacco] complicating pregnancy, childbirth, and the puerperium) at the same encounter? What about code O99.32- (drug use complicating pregnancy, childbirth, and the puerperium)?
 
A: In ICD-10-CM, as with all coding, pay close attention to what the code is actually stating and look at the key verbiage within the code set.
 
Code O35.5- denotes that the provider is concerned with care provided to the mom, due to “suspected” damage to the fetus from drugs (e.g., the provider may need the mom to have a higher-intensity ultrasound of the fetus or have alternative prescription or social work intervention for a suspected issue with the fetus).
 
Code O99.33- is for use when the provider specifically notes that the mother’s use of tobacco is complicating her pregnancy care and oversight. Code O99.32- is for use when drug usage by the mother (this can be any type of drug, e.g., prescription necessitated, over the counter, herbal, legal, illegal) is complicatingthe pregnancy care.
 
All three of these codes can be coded together, however, when coding O35.5- the provider is required to document the suspicion that there may be damage to the fetus from the usage of a particular drug (e.g., the patient is pregnant and currently prescribed drugs for a seizure disorder that may be harmful to a fetus).
 
 
Q: When twins are born via cesarean on different dates (e.g., past midnight), how do I report this?
 
A: In this instance, the cesarean procedure date and time will be noted on your claim, and with a twin cesarean, modifier -22 (increased procedural service) will be appended on the mother’s record. The coding would similar to this:
 
  • CPT code 59514-22 (cesarean delivery only, with increased procedural service)
  • ICD-10-CM code O82.0, encounter for cesarean delivery without indication
  • ICD-10-CM code Z37.2 
  • ICD-10-CM code Z3A.- 
 
However, if twin A is born at 11:58 p.m. and twin B is born at 12:02 a.m. (the next day) the twins’ records will be denoted with the two different dates. The insurance carrier may deny this, so be prepared to submit records with this type of claim. On each of the twin’s records, the date of service should correspond to the actual date of delivery.
 
 
Q: In regard to fetal non-stress tests (FNST), if the physician has not done an interpretation but two RNs have reviewed and documented it, can the hospital facility fee be charged?
 
A: The answer is yes. The rationale is the hospital owns the FNST equipment and all equipment and supplies must be billed for when used in the facility. The physician bears the responsibility of doing the interpretation of the test and documenting the medical necessity/indicator for the testing procedure. For the RNs who reviewed the test, their responsibility lies in getting the service for the usage of the equipment posted in the chargemaster so it will be billed.
 
 
Q: Would you code Category ll or Category lll fetal heart tones if mentioned in the delivery chart? What needs to be documented to show this affects the management of the mother?
 
A: In regard to the actual ICD-10-CM coding for Category II or Category III fetal heart tracing, it depends on what the provider has actually documented. The ICD-10-CM codes do not correspond to the terms “Category II” or “Category III.” ICD-10-CM does have codes to represent abnormalities in fetal heart rate and fetal stress. These codes are found in the code range O76–O77.9.
 
It is the provider’s responsibility to provide appropriate documentation of the FNST and he or she needs to include the medical necessity for the testing (i.e., diagnosis). The clinical documentation from the provider must also support the findings if the testing is noted as Category I, II, or III and how management of the patient is impacted due to the findings within the test.
 
According to the National Institute of Child Health and Human Development workshop report on electronic fetal monitoring, a Category I tracing is characterized by a FNST or fetal heart rate (FHR) during labor (continuous or intermittent) with:
  • A baseline rate of 110–160 beats/min
  • Moderate variability
  • No late or variable decelerations
  • Early decelerations being present or absent
  • Accelerations being present or absent
 
A Category II tracing definition is given to all FHR patterns that cannot be assigned to Category I or Category III. A Category II tracing is neither normal nor definitively abnormal. For Category II tracings:
  • If FHR accelerations or moderate variability are detected, the fetus is unlikely to be currently acidemic
  • If fetal heart accelerations are absent and variability is absent or minimal, the risk of fetal acidemia increases
  • Category II tracings should be monitored closely and evaluated carefully
 
 
A Category III tracing shows aclearly abnormal tracing and is associated with increased risk of fetal acidemia, neonatal encephalopathy, and cerebral palsy. A Category III tracing is characterized by:
  • Absent variability plus any one of the following:
    • Recurrent late decelerations
    • Recurrent variable decelerations
    • Bradycardia
 
Recurrent late or variable decelerations are defined as those decelerations that occur with 50% or more of contractions. A sinusoidal pattern—characterized by a smooth, sine wave-like, undulating pattern with a cycle frequency of 3–5 waves per minute that persists for 20 minutes or longer is also classified as a Category III tracing.
 
Editor’s note: Lori-Lynne A. Webb, CPC, CCS-P, CCP, CHDA, CDIP, COBGC, AHIMA-approved ICD-10-CM/PCS trainer, is an E/M and procedure-based coding, compliance, data charge entry, and HIPAA privacy specialist, with more than 20 years of experience. Lori-Lynne’s coding specialty is OB/GYN office/hospitalist services, maternal fetal medicine, OB/GYN oncology, urology, and general surgical coding. She can be reached via email at [email protected] or find current coding information on her blog: http://lori-lynnescodingcoachblog.blogspot.com. For more information, see the HCPro webcast Unbundle the Pregnancy Package and Manage ICD-10 Changes.

 

HCPro.com – JustCoding News: Outpatient