Empathy
"My husband passed away and I need to cancel his appts in Internal Medicine Ona." What should you say before transferring her to the dept schedulers?
"I am so sorry for your loss." (or another expression of sympathy)
When hearing "system problems" on a dept line it means___.
Someone is logged in incorrectly.
I suspect my sister is selling her prescription drugs - where should this call be sent?
After hours: TNA
During clinic hours; these calls should go to the providers' medical question line
What is the best way to communicate with coworkers during a shift?
Teams
What services can we page after hours for patients?
Hematology, Oncology, Radiation/Oncology, Hospice or Cardiothoracic Surgery Cl open heart/lung Clinic, MOH provider
Caller rings into TNA reception saying, "My daughter just fell out of a tree she was climbing, and I don't know what to do!!!" How should you respond?
"Oh no! Let me connect you with a nurse advisor, could I have her birthdate and name?"
When hearing "Cisco Unity Messaging, enter the ext..." it means___.
The Dept V/M may not be working or someone may have declined the call and it is trying to send the call to their personal voicemail that is not set up.
Hi, can you tell me who I need to talk to about a wheelchair assessment?
NATE JORDAN IN OCCUPATIONAL THERAPY
How can we be mindful of others on the phone?
Keeping our voices down and not chatting at coworkers’ desks.
It is 6am -" I need to cancel my appt in Rheumatology today" what is your response?
Yes - let me help with that!
"At my appointment today, the nurse was so rude to me I started crying, I just have to report this."
I am so sorry you had a poor experience. I can connect you with our Patient Experience staff.
If you are locked out of Amcom who should you let know?
TSL, TSC or LuAnn to reset your password
"I need to schedule a MOHs appointment” which dept should this call be sent to?
Dermatology
It is acceptable to use our cell phones or search the internet for personal use while taking calls. T/F
FALSE
After Hours: "This is Sandy from Vernon Memorial emergency room I need to get medical records for a patient here.” What should you do?
Page 2647 or call 53217 depending on time
"I need to cancel my appt today in GIM Lax to attend a family members funeral"
"I am sorry for your loss. Let me connect you with our scheduling specialist to help get that cancelled."
How do you adjust the audio quality on your phone when greetings are not heard?
Settings / Preferences / Headset sidetone level / Normal or high
“Can I get connected to work hardening?” Which dept should this be connected to?
INDUSTRIAL REHAB
When someone asks to speak to our manager regarding an issue, who should we conference the call to?
LuAnn
"This is Sarah from Gundersen Boscobel, I need to send a stat read to the Radiologist."
Send to Medlink, Opt 4
"I keep getting a voicemail and I really need to talk to someone. Can you please help me reach Lindsey Dr Escher’s nurse or Aubrey Dr Ziegelbein’s nurse. I just need to let one of them know what is happening."
"I will certainly try. If they are with a patient, you will have to leave a voicemail but let me see if I am able to get someone for you".
How do you reset your phone?
(5) Admin Settings, (5) Reset Settings, (1) All, Reset
“Hi, Can I get connected to the department that handles frenectomy's for infants?” Which dept should this be connected to?
Otolaryngology
Sharon from FM is calling to report the operators have been misdirecting calls to their dept. We should take the information and send an email to our coworkers? T/F
FALSE
After hours: "This is Mary from the Lab; I have a critical lab to report for one of DR Baumgart’s patients. Who should we page?"
GENERAL INTERNAL MEDICINE, AFTER HRS TELEP NURSE ADV/NURSING HOME/HOME HEALTH/OUT PT CALLS (CL HR BACKUP ONLY)