First Impression/CAI/Critical Compliance
Adapt Health is considered one of these
A DME and a potential non-covered entity.
This demographic is required when scheduling on an outbound call when speaking to someone other than patient, POA, or parent/guardian of a minor.
What is patient's address?
The standard length of time for a patient to receive a call back
What is 1-2 business days?
The correct Epic functionality to reschedule past/future appointments to a new date or time
What is "cancel/reschedule" or "reschedule"?
Using phrases as "Bear with me" or "I may be silent for a moment or two" are examples of what?
What is Managing Silence?
If the whisper fails, you can always review this feature to verify if a patient is authenticated or not
What is the CxOne Marquee?
Which insurance fires a hard stop when the PCP does not match the PCP listed coverage record?
What is AmeriHealth Caritas?
The Epic functionality that is ONLY used to reschedule an appointment once the appointment time has passed for the same day only
This customer service tool should be offered when scheduling an appointment more than 7 days from date of call
What is FastPass?
Where can you find phone numbers and pool numbers for the PCC departments?
What is the PCC Pod Directory?
Failure to verify this prior to entering a chart is considered a violation and can lead to disciplinary action
What is HIPAA validation?
What is the name of the tool used to verify insurance eligibility when its status is not "E-verified"
Real Time Eligibility (RTE)
What is the Read Back Policy?
This button is NEVER used when addressing NBAs
What is "Defer"?
This quality requirement needs to be completed on every call unless it's a HOT CALL or patient is in distress
What is the "call Closing/offering additional assistance?"
This is required when speaking with someone other than the patient, POA, or Parent/Guardian and only allows the person the ability to schedule, cancel, confirm and preregister for appointments
What is the Privacy Code?
This tile is where you would go to find out if insurance is considered in or out of network.
What is Participating payors?
This function should be used to document any call regarding an active order, and we do NOT schedule at that time for any reason
What is "New Call"?
This process should be followed when the call is accidently disconnected after HIPAA validation
What is the Dropped Call process?
This type of transfer should be utilized when demographics/insurance have been verified or the patient states they are having trouble getting connected
What is a warm transfer?
What is an Assurance statement?
Along with updating the temporary address, this needs to be created if not already populated for any Resident of Skilled Nursing Facility or Personal Care Home
What is a Patient FYI?
These guideline(s) should be referenced in Panviva prior to scheduling ANY acute symptom/problem
This scripting is required to be provided when scheduling a telehealth video appointment
what is "You are required to be in the state of PA"?
Dexa scans, flu shots, labs, mammograms, pediatric urgent care, x-rays and return CMSL/general pediatric appts scheduling guidelines can be found here for ALL PCC employees to handle the call
What are General Scheduling Guidelines?