Potpourri
It's Your Call
Patient Experience
Billing
100
Health care agent/proxy, living will, durable power of attorney, and do-not-resuscitate (DNR) order.
What are advance directives?
100
Shortness of breath (SOB). Chest pain or pressure. Allergic reaction. Bleeding. Severe pain. Elevated temperature or fever. Blood sugar < 50 or > 400. A desire to hurt oneself or others.
What are Red Flag symptoms?
100
The new method we use to survey patients about their HRHCare experience.
What is by telephone?
100
A nominal, fixed fee of $15 that includes the cost of office visits, procedures, and in-house labs.
What is Slide A on HRHCare's Medical Fee Schedule?
200
Everyone 18 years of age or older.
Who should have advance directives?
200
How the front desk relays patient requests and questions to clinical staff. Topics may be: medication refills, lab results, paperwork, referrals, and prior authorizations.
What is an eCW telephone encounter?
200
The new vendor who administers our patient experience/satisfaction survey.
What is The Crossroads Group?
200
Established in April, HRHCare slide income ranges, based on 2015 federal poverty guidelines. Now there are six of them (A through F), and there's a nominal fee for Slide A.
What is HRHCare's new sliding fee discount program?
300
A group of providers and healthcare organizations who work together with Medicare to give patients the best possible coordinated care. Ours is FamilyHealth...
What is an ACO (accountable care organization)?
300
Answering patient calls, leaving voice messages, transferring calls, giving and getting information (communication), and projecting a professional image.
What do we use the telephone for?
300
How long did it take to reach a person who could schedule your appointment? Did anyone communicate with you about your wait time while you were waiting? How well did the staff work together to care for you? How would you rate the courtesy and helpfulness of the registration staff?
What are some survey questions about front desk staff?
300
A form that patients must complete at registration, once a year, and if they do not have proof of income. The front desk needs this form in order to identify the appropriate slide and set it for one year or 24 hours.
What is the Eligibility Determination for Sliding Fee Discounts?
400
Your body's interaction with your environment. The science of making things comfortable and efficient.
What is ergonomics?
400
"Good morning/afternoon. Thank you for calling HRHCare [site name]. This is [your name]./[Your name] speaking. How may I help you?"
How do we answer the phone? What is our standard phone greeting?
400
PCMH questions, CGCAHPS questions, and vendor questions.
What makes up our new blended survey about patient experience?
400
The form that patients should complete if they have no income or are unable to provide proof of their income. It serves as proof of income for one year.
What is the Self-Attestation Form?
500
No texting. Phones on vibrate. Emergency use only.
What is HRHCare's (and ASTI's) cell phone policy?
500
Be discreet. If your call is about an appointment, limit the information you leave to date, time, and provider, and indicate a callback number for any changes.
What is the right away to leave a telephone message? How do we preserve confidentiality?
500
Three ways we collect information about our patients' HRHCare experience.
What are 1) focus groups, 2) patient-completed cycle studies, and 3) the patient experience survey?
500
The maximum number of times a patient can use the Eligibility Determination without providing proof of income.
What is 3?
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