HIPAA
Standard HIPAA Requirements for Patient calling on their own behalf
What is Full Name, Date of Birth and Address, including Apt # if applicable
PPAC is unavailable 8 business days before procedure
What is schedule less than 8 days up until 1 day before procedure/surgery
No PPAC Availability
What is Advise caller: "I’m unable to find an available time for the nurse phone call so I will make documentation of this for the Nurse Team. They will make very effort to contact you to provide instructions for your upcoming procedure. Is there anything else I can assist you with?”
Calling Department with Extension 74512
What is 262-560-4512
Order for Arterial Duplex Left Lower Extremity
What is Ultrasound
Handling a call with Third party Caller - non internal partner
What is "Have caller give all information do not release information"
PPAC Room for Colonoscopy w/wo EGD, department is PHWMHMUK
What is PPAC GI Rooms- WMH
Stepping forward class Days for In Person
What is Monday and Wednesdays at 10:30am only, except holidays, at the Oconomowoc Memorial Hospital
Patient needs Watchman Procedure Rescheduled
What is Warm Transfer to the HVD line: 262-928-3000 opt. 1
Male Patient 24 years old with Diagnostic mammogram order
What is Advise patient to reach out to PCP to request an order for an Ultrasound
If scheduling/rescheduling an appointment, you would need to confirm this information
What is "are there any changes to your demographics and insurance *by name*"
Procedure more than 30 days from Current Date
What is Advise caller "Since your procedure is more than 30 days from today, we cannot complete the pre-registration. You will receive a text message reminder or a phone call to get this completed within 30 days of your procedure. You may also give us a call back to complete as well.”
Patient scheduled for Total Knee Replacement
What is schedule Stepping forward class
Late Patient more than 15 mins
What is Call Applicable departments to ensure patient can still be seen or need to be rescheduled
Most Nuclear Medicine and Fluoroscopy Exams are this type of exam
What is Multiple Panel, *Parts* exam
What is " While we are no longer a participating provider in your health plan’s network, we may continue to provide services for patients who are within an episode of care, in accordance with your health plan’s requirements to provide continued coverage of our services"
Patient has Medicaid Insurance
What is Defer to 1 day before procedure/surgery date appointment for 8am
Patient Declines PPAC
What is Sends teams message in Virtual Support for Message to be sent
Outside Provider calling with STAT order not already faxed
What is Warm Transfer to applicable department
No order on File for Exam - not a self-referred Exam
What is Ask caller when did you last visit your ordering provider?
Requirements for Internal partner calling
What is verify patients Full name and MRN on file
Must be filled out if Clergy Question is asked
What is Patient's religion
What is within 30 days of procedure/surgery date
Most important area to review *if applicable* when scheduling ANY modality
What is "instructions" on appointment card
What is create a self-referred Screening mammogram order before continuing to schedule