Patient Inquiries
If a NEW pt is calling asking to speak to the nurse, what is our protocol?
Refer back to PCP or warm transfer to our Primary Care dept to establish care with a PCP.
Advise they have the option to report to CUH or any other ER.
During your calls are you to have background noise?
No
If a pt would like to see another provider within the same subgroup, what is the protocol?
Schedule
Who do we contact for sooner/urgent appts? What smart phrase do we use?
If a sooner appointment is needed/being requested send an In-Basket message to Carla Jenkins and Vicki Lewis.
Ensure to utilize. REQUESTFORSOONERAPPT smart phrase within the In-Basket message. (Be sure add this as a "Note" using this smartphrase not an in basket message.)
If you experience technical issues with TCN what steps are you to follow?
Notify your Supervisor via Microsoft Teams
Check your mic settings
Clear your cookies
Log out of TCN, unplug your headset, plug in to a different USB port, log back into TCN
Log out of TCN via Chrome, log into TCN via Edge
Check internet speeds
Notify your supervisor of resolution or if unable to resolve so they can escalate the issue. Only submit the TCN form if a true TCN issue.
What is the Cardiology Main Number?
214-645-8000
Who do we send a scheduling message to?
Designated CSA pool
What steps do you take to clear out your internet browser cookies and cache?
Click on 3 horizontal dots on top right screen, then click on History
Click on 3 horizontal dots again and then click on clear browser data
Click on clear now
When receiving a Call for Cardiology at Red Bird can we schedule the patient or warm transfer the call to the Red Bird Team?
Yes, we schedule for all Cardiology campuses.
If a pt is complaining about recent care that they received and want to report this? Who should we route this to?
Reach out to AC leadership.
How do you transfer a call in TCN?
Open Transfer - Transfer to another department/ phone number
Cold transfer should not be used Warm transfer is what is used most often to introduce the call before either conferencing them in or hand the call off (patient/caller will not be on the line initially
Cancel Transfer – if the person you’ve called is not going to take the call Hand off – complete the warm transfer In order to Conference in the other party, click on Unmute under Call Members
Before ending a call with a pt, what should you do prior to ending the call?
Recap apt/Ask for further assistance/Thank pt for choosing UTSW, have a good day/evening.
How many smart phrases do we use when scheduling new pts?
4 (potentially 5)
Clearance
General
Congenital
Internal
(Valve will be the new smart phrase)
How do you find your computer's host name?
BGInfo from the Windows start menu
When a pt calls inquiring about a referral, what is the protocol?
Reach out to AC leadership, but you can schedule unless it’s for POTS/SEV HTN.