AOS Resources
The program AOS uses to schedule an appointment.
What is Encompass/Epic?
T/F: One step in showing empathy is pleasing the caller.
False
A strong inclination of the mind or preconceived opinion about something or someone.
Bias
T/F: When a teammate takes initial ownership of a problem, it does not mean he or she is accepting blame nor admitting guilt.
True
Providers and staff can verbally share relevant treatment and billing information with those listed on this form.
Ongoing Communication
The program AOS uses to access a patient's chart.
What is Canopy/Cerner?
The 3 elements of effective communication?
Body Language, Tone of Voice and Words
T/F: We can eliminate all of our biases.
False
We cannot eliminate ALL biases.
Being authentic, knowledgeable, and willing to help are actions that gain this.
Trust
Name, email address, phone number, street address, biometric identifiers and full face photographs are all forms of this.
Protected Health Information
(PHI)
This program is used to send instant messages to Triage or ROC teammates.
Skype
The act of fully hearing and comprehending the meaning of what someone else is saying.
Actively Listening
What are the two distinct forms of bias?
Warmth and Competence
Who's responsible for Service Recovery?
All Atrium Teammates
How do you stop sharing information with someone on the ongoing communication form?
Add an end date.
A message that is marked "High Priority" can be identified by this.
What is the red exclamation mark?
"______ is 20% what you know and 80% how you feel about what you know."
Effective Communication
Capable, skillful, intelligent and confident are all characteristics of this form of bias
Competence
When faced with service recovery, our first reaction tends to be this.
Defensiveness
If a patient's school calls, it's okay to confirm that a doctor's note is legitimate?
No/False
When creating an encounter in Canopy, AOS must begin by clicking this button.
What is PM Conversation?
The 5 Ss that make up project smile
Smile
Stay Connected
Speak with Enthusiasm
Show Empathy
Surpass Expectations
What is the most commonly used form of bias?
Warmth
What is the system wide approach to resolving customer service complaints?
A.C.T
Apologize
Correct
Thank
What are the 3 basic reasons when it's okay to be in someone's medical record.
Treatment, Payment or Healthcare Operations
(T.P.O)