Process & Workflows
If alone, contact Interpreter Services. Document Interpreter ID.
If accompanied with someone, confirm that they will translate for them.
What is the appointment status for patients that have gone through eCheck-in?
Scheduled - Patients have to be checked in by front desk.
Mychart - Patient Message
After Visit Summary
What should every patient be met with?
AIDET. A warm smile. Great attitude. Welcoming energy.
What should be included for all scheduled appts?
Appt Notes = Reason for visit
How do you take ownership of a message?
Take the baton
What type of appointments should be made when checking out a patient?
Any follow up requests AND scheduling ticket requests
You're stationed in the admin/back area. What should be your focus?
1. Collaboration/Teamwork
2. Scanning. Reschedule report. No show letters.
3. Inbasket Messages
4. Rightfax
What documents have to be verified each visit?
ID and Insurance card
Use a smartphrase
What can we generate for patients to have access to their health record?
MyChart Activation code - via email or text
Patient walks into the clinic requesting to speak with an MA or RN. What steps should you be doing?
1. Gather patient info and reason for the walk in.
2. Chart Review. Create/Addend encounter PRN. Route
3. Relay information to the patient. Schedule an appt. Send a message. Clinical Team member alerted.
What is the federal document patients have to complete to determine if Medicare or another insurance plan is the primary payer for medical services?
MSPQ - Medicare Secondary Payer Questionnaire
When do we mark a message as Done?
Task is completed OR the patient has been contacted 3x with no answer or callback.
What can be done same day if patient has not shown for their appointment?
No show letter
You should be doing what screening at each patient interaction?
Syndromic Screening - this ensures employee, patient and provider safety.
Provide pt a mask if coughing. Alert clinical team asap if pt has a rash.
What document is given to patients to determine which insurance has primary payment responsibility?
Coordination of Benefits
1. Create the staff message.
2. Use the smartphrase and Rx flag
3 Send to the GIM Rx Refill Pool Staff
What should happen with the appointment after patient has completed their visit & scheduled any f/u appts?
Check Out the appt