General
Should be referenced to confirm Clinic Hours when a patient is calling after 5pm
What is Daily Dose
Patient is requesting to receive the Flumist vaccine
What is Route a TE to the providers Nurse pool, include patient requesting Flumist
Patient request a turn around time for her Rx Refill request you are sending to the provider
What is 2-3 business days
You scheduled the patient for transportation and booked an appointment
What is "Transportation requested, Date and initials in appointment notes
The activity button you use to see previous communication between patient and staff, even if sent from patients My chart?
What is Chart Review
Mom wants to know if her 8 year old can be seen at the Retail Pharmacy for a Tetanus Vaccine?
What is YES, anyone 7 years or older
This must be scheduled if an Employee is requesting both FLU and COVID vaccine outside of March-September Time frame
What is schedule 2 separate appointments
Patient is requesting to schedule their labs at the Waukesha Memorial Hospital
What is advise only available as walk in
Patient advised she sent a message to her provider asking for test results thru her Mychart yesterday and has not received a call. You attempt the MA/Nurse but they are unavailable.....
What is Create a new TE, use smartphrase .PTRESULTREQUEST
Workflow that must be done to any telephone encounter if repeat caller for same issue (non-my chart enounter)?
What is Edit/Addend the TE
What is confirm patient does not have emergent symptom/topic
Time frame to schedule the patient if no order on file for Vaccine or Immunization requested?
What is 3 days
Patient is requesting a referral from their PCP to see a Dermatologist and Cardiologist?
What is send one telephone encounter
Patient states they have called already regarding the question they had about their medication and was advised a message was sent already
What is Chart Review, search for Previous Encounter, right click and edit/Addend encounter
Patient is returning a call from the office. After checking chart review, you see the clinic called to advise the patient they need to schedule their annual physical
What is advise patient as directed in encounter, offer to schedule an appointment
This would be marked on the Telephone Encounter that is sent if the Patient is waiting at the Pharmacy
What is High Priority
Must be selected in DT if scheduling a BP Check for the patient?
What is Nurse Visit
Patient is requesting to know where you are located or if you are a third party employee?
What is Advise Caller: “I am part of central scheduling team supporting ProHealth Care. How can I assist you today?”
Must be scheduled in the Epic DT in order to schedule a patient for an IUD placement?
What is Procedures
Patient states they receive a voicemail from the MA for their lab results and can see on their MyChart the results are critical.
What is Attempt warm transfer to applicable Clinic Triage, if unavailable warm transfer to front desk/priority line to request Clinic Triage staff
The two email addresses that should be notified when the patient is an inmate scheduled for an appointment?
PHCSecurityDispatch@phci.org and DLPHCClinicCareAccessTeamLeads@phci.org
Transfer the caller here if the patient was discharged from Hospital less than 72hours ago, and their Surgeon was Dr Jones or Dr Parmar?
What is CAC Triage Nurse
Patient is requesting to advise of her bad experience at the clinic with the staff
What is send email using PHC outlook to applicable clinic manager
Patient calls at 3pm and is asking to be scheduled next day for their Knee Injection
What is Contact Applicable MA for approval, refer to Daily Dose
Patient request to have a message sent to their PCP and their Cardiologist with ProHealth
What is send TE to PCP and offer to transfer patient to specialty needed (CxOne Directory)